Shipping

This Shipping & Delivery Policy (the “Policy”) governs the preparation, dispatch, transportation, customs handling, delivery, risk transfer, and dispute handling related to orders placed at EssenceValley.com (the “Website”). This Policy forms an integral part of the Terms and Conditions of Sale. If any provision conflicts with mandatory consumer protection law, such mandatory law shall prevail and the remaining provisions shall remain valid and enforceable.

1. General Provisions

1. The Seller reserves the right to restrict, suspend, or refuse shipping to certain countries or territories due to logistics limitations, legal requirements, sanctions/embargo restrictions, customs regulations, elevated fraud risk, carrier restrictions, or force majeure events.
2. Shipping availability may change without prior notice where required for compliance, operational security, or risk management reasons.

2. Order Processing & Preparation

1. Orders are processed only after successful payment authorization, unless expressly agreed otherwise.
2. Processing times are calculated in business days and may vary due to stock verification, seasonal demand (sales periods, holidays), fraud screening, warehouse workload, carrier availability, or the need to verify Buyer information.
3. The Seller may suspend processing until the Buyer provides necessary clarification or additional information (e.g., address confirmation, contact details, identity verification where legally required).

3. Shipping Methods & Delivery Timeframes

1. Available shipping methods and estimated delivery times are displayed at checkout. All delivery timeframes are estimates only and are not guaranteed unless explicitly confirmed in writing.
2. Delivery may be affected by factors beyond the Seller’s control, including but not limited to customs inspections, carrier delays, public holidays, strikes, extreme weather, governmental actions, transport disruptions, or force majeure events.
3. International deliveries (especially outside the EU) may require additional time due to customs clearance procedures.

4. Shipping Costs

1. Shipping fees are calculated at checkout and displayed before order confirmation.
2. Costs may vary depending on destination country, package weight/volume, selected shipping service (standard/express), insurance options, or additional services.
3. In the event of a technical or system error affecting shipping pricing, the Seller reserves the right to correct the error and offer the Buyer confirmation at the correct rate or cancel the order with a refund, where legally permitted.

5. Customs Duties, Taxes & Non-EU Shipments

1. Orders shipped outside the European Union may be subject to customs duties, import VAT, brokerage fees, administrative charges, or other local taxes.
2. All such charges are the Buyer’s responsibility unless explicitly stated otherwise. The Seller has no control over and cannot predict these amounts.
3. If customs authorities require additional documentation or confirmation, the Buyer agrees to cooperate promptly.
4. If a shipment is refused, abandoned, destroyed, or returned due to the Buyer’s failure to pay duties or provide required information, the Seller may refund the purchase price minus actual expenses incurred (including shipping, return shipping, customs handling, administrative costs), to the extent permitted by law.

6. Accurate Address & Contact Information

1. The Buyer must provide a complete and accurate delivery address, including full name, street, house/apartment number, postal code, city, country, and a valid phone number.
2. The Seller is not liable for delays, losses, or additional costs resulting from incorrect or incomplete address details provided by the Buyer.
3. Any additional costs caused by incorrect address information (e.g., re-shipment, rerouting, return shipping) shall be borne by the Buyer.

7. Tracking, Proof of Delivery & “Delivered” Status

1. Where available, tracking information will be provided via email or through the Buyer’s account.
2. Delivery shall be considered completed based on carrier records, including but not limited to “Delivered” status confirmation, signature confirmation, GPS delivery logs, parcel locker confirmation, photographic proof, or equivalent documentation.
3. If the carrier confirms delivery, it shall be presumed that delivery has occurred unless proven otherwise through formal carrier investigation.
4. The Buyer agrees to check their premises, parcel locker, mailbox, reception area, or neighboring households before reporting non-delivery.

8. Failed Delivery, Refusal & Re-Shipment

1. If a shipment is not collected within the carrier’s holding period, it may be returned to the Seller.
2. If the Buyer refuses delivery without lawful grounds or fails to cooperate in receiving the shipment, the Seller may:
   • charge re-shipment fees; and/or
   • cancel the order and refund the purchase price minus actual incurred expenses.
3. International returns may generate substantial logistics and customs charges, which may be deducted from any refund where legally permissible.

9. Damaged Parcels & Missing Items

1. The Buyer must inspect the parcel upon delivery. Visible damage should be reported to the carrier immediately where possible.
2. The Buyer should document damage with photographs and notify the Seller without undue delay.
3. Claims for damage or missing items require supporting evidence. The Seller reserves the right to request additional documentation before initiating a carrier investigation.

10. Transfer of Risk

1. For EU Consumers, risk transfers when the goods are delivered to the Consumer or a person designated by the Consumer, subject to mandatory law.
2. For Business Customers, risk may transfer upon handover of the goods to the carrier, where permitted by applicable law.

11. Fraud Prevention & Chargeback Handling

1. The Seller may apply fraud detection and order verification procedures to reduce financial risk.
2. In the event of a payment dispute or chargeback claim, the Seller reserves the right to provide carrier confirmation, tracking logs, communication records, and other documentation to the payment service provider as evidence of fulfilment.

12. Force Majeure

1. The Seller shall not be liable for delays or non-performance caused by events beyond reasonable control, including but not limited to transport disruptions, strikes, extreme weather, customs actions, cyberattacks, governmental restrictions, pandemics, supply chain disruptions, or similar force majeure events.

13. Contact Information

For shipping-related inquiries:
Email: info@essencevalley.com