Shipping policy

Shipping Policy

Last updated: [DAY MONTH YEAR]

This Shipping Policy applies to orders placed through [WEBSITE URL], operated under the trading name Storvalis by [FULL LEGAL BUSINESS NAME].

1. Where We Deliver

We currently deliver to addresses within Romania only.

We do not currently deliver to addresses outside Romania.

Certain restrictions may apply to PO boxes, parcel lockers or locations that cannot be served by the selected courier. Any applicable restriction will be communicated during checkout or after we review the order.

2. How Order Fulfilment Works

Storvalis uses third-party suppliers and fulfilment partners. This means that products may be packaged and shipped directly to you by one of our suppliers rather than from a warehouse operated by Storvalis.

Although a third party may physically prepare and deliver your order, your purchase contract is with [FULL LEGAL BUSINESS NAME], trading as Storvalis. Storvalis remains responsible for processing your order and addressing delivery problems in accordance with applicable law.

You do not need to contact our supplier directly. Questions or complaints about an order should be sent to [CORRECT CONTACT EMAIL].

3. Order Processing

Orders are normally processed by our suppliers within 1–5 business days after successful payment confirmation.

Business days exclude Saturdays, Sundays and public holidays in Romania and may also exclude public holidays applicable to the fulfilment location.

Processing times may be longer during:

  • Public holidays;

  • Promotional periods;

  • Periods of unusually high demand;

  • Product launches;

  • Supplier inventory checks; or

  • Circumstances outside our reasonable control.

If we cannot process an order because a product is unavailable, we will contact you and offer an appropriate solution, such as a replacement where you agree, waiting for restocking, or cancellation and a refund.

4. Estimated Delivery Times

The estimated delivery period applicable to a product will be displayed on the relevant product page or during checkout before you place the order.

Unless expressly stated otherwise, delivery estimates begin after the order has been processed and dispatched, not immediately when the order is placed.

Delivery dates are estimates rather than guaranteed dates unless we expressly agree to a specific guaranteed delivery deadline.

Under applicable consumer law, we will deliver the order within the period agreed with you. If no delivery period has been agreed, delivery will take place without undue delay and generally no later than 30 days after the contract is concluded, except where another lawful arrangement applies.

5. Free Shipping, Taxes and Import Costs

We provide free standard shipping on all orders delivered within Romania.

Shipping is not charged separately at checkout. The cost of standard delivery is included in the displayed product price.

Products are dispatched from suppliers located within the European Union. Customers will not be charged customs duties or import fees upon delivery.

The final price payable, including applicable VAT and any other mandatory charges, will be displayed before the order is placed.

“Free shipping” applies to the original delivery of the order. It does not mean that return shipping is free when a customer exercises the 14-day right of withdrawal because they changed their mind. Return costs in those circumstances are explained in our Returns and Refund Policy.

If a product is damaged, defective, incorrect or otherwise non-conforming, Storvalis will bear the necessary return or replacement delivery costs in accordance with applicable law.

6. Tracking Information

Where tracking is available, we will send tracking information to the email address provided with the order after dispatch.

Tracking information may take several business days to become active after the shipping label is created.

Some delivery methods or low-value shipments may offer limited tracking. Any material tracking limitation will be indicated where reasonably possible before purchase.

7. Multiple Packages

Products in the same order may be fulfilled by different suppliers or locations. As a result, an order may arrive in separate packages and on different dates.

Where available, separate tracking details will be provided for each package. You will not be charged additional shipping fees solely because we divide an order into multiple packages, unless such charges were clearly disclosed and accepted at checkout.

8. Delivery Address

You are responsible for providing a complete and accurate delivery address, recipient name and contact details.

If you notice an error, contact us immediately at [CORRECT CONTACT EMAIL]. We will attempt to update the information, but changes cannot be guaranteed after processing or dispatch has begun.

If a package is returned because the address supplied was materially incomplete or incorrect, or because delivery was repeatedly refused or not collected, contact us so that we can determine the available options.

Any additional delivery charge or deduction will be applied only where permitted by law and will reflect reasonable costs actually incurred.

9. Delivery Delays

If your order does not arrive within the delivery period communicated before purchase, contact us at [CORRECT CONTACT EMAIL] and include your order number.

We will investigate the delay with the supplier and courier and provide you with an update.

Where delivery has not occurred within the agreed period, you may ask us to complete delivery within an additional period appropriate to the circumstances. If we do not deliver within that additional period, you may be entitled to terminate the contract and receive a refund in accordance with applicable law.

An additional period may not be required where:

  • We have refused to deliver;

  • Delivery by the agreed date was essential, considering all relevant circumstances; or

  • You informed us before purchase that delivery by a particular date was essential.

Your mandatory consumer rights are not affected by delays caused by a supplier or courier.

10. Lost Orders

If tracking indicates that an order may be lost, or the order has not arrived within the communicated delivery period, contact us at [CORRECT CONTACT EMAIL] with your order number.

We will investigate the shipment. If the order is confirmed as lost, we will offer the remedy required by applicable law, which may include sending a replacement or issuing a refund.

The risk of accidental loss generally remains with us until you, or a person designated by you other than the courier, receives physical possession of the products.

This may differ if you independently select and instruct a courier that was not offered by us.

11. Damaged, Incorrect or Incomplete Orders

If a package or product arrives damaged, incorrect or incomplete, contact us as soon as reasonably possible at [CORRECT CONTACT EMAIL].

Please include:

  • Your order number;

  • A description of the problem;

  • Photographs of the product and packaging, where reasonably useful; and

  • Any other relevant delivery information.

Photographs help us investigate the issue but will not be demanded where providing them would be unreasonable or impossible.

Where a product is damaged, incorrect, incomplete or otherwise non-conforming, we will provide an appropriate remedy under applicable law. This may include repair, replacement, a price reduction or termination of the contract and a refund, depending on the circumstances.

We will bear the necessary return or redelivery costs for products confirmed to be damaged, incorrect or otherwise non-conforming.

Nothing in this section limits the customer’s mandatory legal conformity rights. The customer’s rights do not expire merely because the issue was not reported within 14 days.

12. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

  1. Check the delivery address entered with the order;

  2. Check with other household members, neighbours or building reception;

  3. Look for a courier notice or delivery photograph; and

  4. Contact the courier if its tracking page provides a contact option.

If the package still cannot be located, contact us at [CORRECT CONTACT EMAIL]. We will investigate the delivery with the courier and supplier.

A tracking status alone will not prevent us from reasonably investigating a credible report that an order was not received.

13. Order Cancellation

If you wish to cancel an order before dispatch, contact us immediately at [CORRECT CONTACT EMAIL].

We will attempt to stop processing, but cancellation cannot be guaranteed once the order has been submitted to the supplier or dispatched.

If cancellation is no longer possible, you may exercise any applicable statutory withdrawal rights after receiving the order, as described in our Returns and Refund Policy.

14. Circumstances Outside Our Reasonable Control

Delivery may be affected by circumstances outside our reasonable control, including severe weather, transport disruption, customs delays, strikes, public emergencies or failures affecting third-party logistics networks.

We will take reasonable steps to minimise disruption and communicate material delays. This section does not remove or restrict any mandatory rights you have under consumer law.

15. Contact Us

For questions or concerns regarding processing, shipping, tracking or delivery, contact:

Legal business name: [FULL LEGAL BUSINESS NAME]
Trading name: Storvalis
Email: [CORRECT CONTACT EMAIL]
Business address: [FULL BUSINESS ADDRESS]
Website: [WEBSITE URL]
Telephone: [BUSINESS TELEPHONE – OPTIONAL]