Shipping policy

 

Introduction

Our policies outline our standard procedures and obligations regarding shipping, returns, and compliance with applicable laws. They do not override or supersede any applicable international, national, or regional laws. Where legal requirements differ from our policies, or where any matters are not explicitly covered in our policies, they will be handled in accordance with applicable laws and regulations in the relevant jurisdiction, without implying additional obligations beyond those legally required. Unless explicitly required by law, our standard terms remain applicable.

Each word, sentence, and paragraph in this Policy is an integrated part of the section in which it appears and must not be interpreted in isolation. No single word, sentence, or paragraph may be selectively extracted, misquoted, or used separately in a way that misrepresents its meaning within the section. If anyone considering a purchase requires any clarification, they can contact us.

At Our Small Shop, we strive to provide a structured and defined shipping and return process. We follow the internationally recognized DAP (Delivered at Place) Incoterms® 2020, governed by the International Chamber of Commerce (ICC), which outline responsibilities related to order fulfillment and shipping.

By placing an order, you acknowledge that you have read, understood, and agreed to this Shipping & Return Policy. As stated in our Terms of Service, if you do not agree to these terms, you may browse our website for informational purposes but are not permitted to place an order or use our services. If you have any questions, please contact us before placing an order at: Contact@OurSmall.Shop.

 

Customer Responsibilities Before & After Ordering.

Before placing an order, the customer is solely responsible for ensuring that their order complies with all applicable laws, regulations, and restrictions in the destination country. Any import duties, taxes, clearance fees, or other government-imposed charges are the customer’s responsibility.

The customer is responsible for obtaining any necessary licenses, permits, or approvals required for the import, sale, or use of the product in their country. Certain carriers, postal services, or logistics providers may impose additional shipping restrictions beyond government regulations. The customer must ensure compliance with all such restrictions. If a package is held, seized, delayed, abandoned, returned, destroyed, auctioned off, or otherwise disposed of due to import restrictions, unpaid fees, missing documentation (except where the seller is responsible for VAT pre-declaration under applicable regulations), inspections, policy changes, or any other enforcement action by customs, tax authorities, postal services, carriers, or any other official entity, no refunds or reshipments will be issued in such cases.

At checkout, the customer must provide a complete and accurate shipping address, including first and last name, street address, apartment or unit number, city, postal code, country, and a reachable phone number. Providing complete and accurate information enhances the likelihood of a fast, safe, and secure delivery. The information entered at checkout will be used solely for processing and shipping the order, unless otherwise clearly and specifically stated in our Terms of Service.

Only the customer can ensure they are available to receive the package or provide a secure delivery location. We have no ability to influence this, and responsibility for a successful delivery lies solely with the recipient. Failure to provide sufficient and accurate details may result in delivery issues, for which we are not responsible. Any disputes related to missing or incorrect delivery information will be subject to the details provided at checkout.

Once an order has been placed, it enters our automated processing system and cannot be canceled or modified. However, customers still have the option to return eligible items within 180 days under our return policy.

 

Shipping & Delivery

We currently accept orders from Mainland USA (Contiguous U.S.), Mainland Canada, Mainland Australia, Mainland New Zealand, the United Kingdom, the European Union, and the rest of Europe only.

The ability to place an order is determined automatically at checkout.

If you are unable to complete an order due to address restrictions but are still interested in receiving our products, please contact us, and we will do our utmost to explore possible solutions.

If an order is successfully placed but later determined to be unfulfillable by our or our suppliers' system, the order will be automatically canceled, and payment fully refunded.

Once an order has been placed, we process and prepare it for shipping. While we aim to deliver as quickly as possible, please allow 7–21 business days for most orders to arrive. Delivery times may vary depending on the shipping destination, customs clearance, weather conditions, strikes or other unforeseen events that may cause delays.

Legal Disclaimer: While we will make every effort to ensure timely delivery, we cannot guarantee specific delivery dates.

Tracking may not be available for all shipments.

If an order is delayed beyond the estimated timeframe, we will issue a 10% discount voucher for each day of delay. Vouchers do not expire, can be shared or transferred to friends, and can be used for future purchases. Vouchers cannot be combined with other discounts unless explicitly stated, and only one voucher may be applied per transaction. Vouchers cannot be combined or stacked with other vouchers within the same purchase.

If a package has not been delivered within 30 days after the estimated delivery date, it will be considered lost. In such cases, we will offer a full refund or replacement at no additional cost. The customer can keep all the vouchers, even if a full refund or replacement has been issued.

If a package is lost or damaged before reaching the last-mile carrier, we will take responsibility and offer a refund or replacement.

Once an order has been handed over to the last-mile carrier, our shipping responsibility ends.

An order is considered delivered when it is reported as delivered by the last-mile carrier.

When the carrier marks the order as "delivered," it is considered fulfilled. We are not responsible for packages that are reported as delivered but claimed as not received.

Once the shipping carrier attempts delivery - whether successful or not - or is unable to contact the recipient, responsibility for the package transfers to the customer. This includes, but is not limited to, cases where the carrier follows standard delivery procedures, holds the package at a pickup facility, or cannot complete delivery due to an incorrect address, inaccessibility, or refusal to receive. The store is not liable for any further handling, retrieval, or disputes regarding the package’s status.

If a package is marked as “Delivered” by the carrier, the order is considered fully completed, and the store is not responsible for any claims of non-receipt. The customer must contact the carrier directly for any delivery disputes. Refunds or replacements will not be issued for packages that are lost, stolen, misdelivered, damaged, refused, unclaimed, or otherwise undeliverable. If a package cannot be delivered due to an incorrect address, inaccessibility, refusal, failure to collect from a carrier pickup point, or is otherwise withheld by the carrier or authorities, it may be abandoned, disposed of, or destroyed without refund or reshipment.

 

Return & Refund:

180-Day Returns

We offer a 180-day return policy for customers who wish to return an item for any reason. To qualify for a refund, returned item(s) must be in the same condition as received - unused, with tags, and in their original packaging.

To ensure your return goes smoothly and you don’t risk losing out, please contact us before sending back any items. We’ll provide the necessary guidance and return instructions.

Proof of Purchase: A valid proof of purchase is required for all return and refund requests. This includes, but is not limited to, an order number, receipt, confirmation email, or any other verifiable evidence directly linking the purchase to the customer. Returns or refunds cannot be processed without undisputed proof of purchase.

To start a return, please contact us at: contact@oursmall.shop.

Returns must be sent to the following address:
Returns Processing Center
Nelson, Stanil Filev 28, 6343 Mineralne Bani, Bulgaria.

All costs associated with returning an item, including but not limited to shipping fees, carrier handling charges, customs duties, taxes, and any other related expenses, are the sole responsibility of the customer.

We recommend that customers use a tracked shipping method to return items. Customers are solely responsible for ensuring that the return shipment reaches our facility in its original, undamaged condition. If the return is lost, delayed, damaged, or goes missing at any stage of transit, it is the customer’s responsibility to resolve the issue directly with their chosen carrier. The seller bears no liability for any return shipments that fail to arrive, incur additional charges, or do not reach the seller in their original, undamaged condition.

Items sent back without prior communication may not be processed or refunded. If this happens, or if a refund is denied following inspection, we will notify the customer. Customers may request the item to be reshipped (or returned) according to their instruction, at their own risk, and at their expense.

Unclaimed items may be disposed of or otherwise handled at our discretion if not reclaimed within 30 days.

If your purchase included a multi-item discount, the full discount amount will be deducted from the refund for any returned item(s). Discounts apply to the entire purchase and cannot be retained or partially applied if only one or some items are returned. The refund will be recalculated based on the full, non-discounted price of the remaining items.

Returns and refunds are only applicable to the originally received item.

Refunds will include the original delivery charges, except for any additional costs if you selected a non-standard delivery option, and/or insurance.

If a return meets the conditions outlined above, a refund will be processed to the original payment method within 10 business days of completing the inspection. Please note that your bank or credit card provider may take additional time to post the refund to your account. If more than 15 business days have passed since we’ve approved your return and you have not received your refund, please contact us at: contact@oursmall.shop.

Damages & Issues Policy

Customers are required to inspect their order immediately upon delivery. If any item is damaged, defective, or incorrect (e.g., wrong item, wrong size, or not as described), the customer must notify us within 48 hours of receipt at contact@oursmall.shop and provide a clear description of the issue along with supporting photographs of the item and its packaging.
Failure to report any issues within this timeframe may result in the claim being denied. The item and its packaging must not be disposed of until the claim has been fully processed.

If an item is confirmed to be damaged, defective, or incorrect upon delivery, we will issue a replacement at no additional cost. If a return is required before the replacement is sent, a prepaid return shipping label will be provided. The replacement must be functionally identical to the originally ordered product and free from defects or damage upon delivery.

Exchanges may be granted if the requested item is in stock. If the item is no longer available, an alternative resolution may be offered. Once an exchange has been processed, no further claims related to the original item will be accepted.

Minor variations in color, size, and appearance do not qualify as defects and are not eligible for a replacement or refund. Differences in color or shade due to screen settings, lighting conditions, or natural material characteristics are not considered defects. Size tolerances within standard industry variations are also not considered defects.

Once a replacement has been issued, the transaction is considered final. By accepting a replacement, the customer acknowledges and agrees that the order is fully completed, and no further claims related to the original purchase may be made. A replacement item cannot be returned for a refund, nor can it be exchanged for a different product, except where the replacement does not meet the original order requirements (e.g., wrong model, incorrect specifications, or arrives damaged), or where the customer is legally entitled to request a refund.

Products that were delivered in working condition but later become defective due to misuse, improper handling, or normal wear and tear are not eligible for replacement or refund. If a product stops functioning after use, we will assess the issue and provide a resolution based on the nature of the defect and applicable policies. This may include a repair, replacement, or, where legally applicable, the option for the customer to request a refund.

To qualify for a replacement or return, items must be unused, in their original condition, and with all tags and packaging intact when the issue was reported as a defect upon arrival. If an item then is returned in a used condition without prior authorization, the return may be denied.

If a return is required for a damaged or defective item, we will provide a prepaid return shipping label. The customer is responsible for securely packaging the item to prevent further damage during transit. If an item is damaged due to improper packaging during return shipping, the replacement or refund request may be denied.

Items returned without prior communication or approval may not be processed. If an item is returned without authorization, or if a claim is denied following inspection, the customer may request the item to be reshipped at their own risk and expense. Unclaimed items will be disposed of or handled at our discretion if not reclaimed within thirty (30) days.

European Union Customers: You're Fully Covered

European Union Customers: Enjoy an Extended Return Period. While the EU Consumer Rights Directive (2011/83/EU) grants a 14-day right of withdrawal, we voluntarily extend this to 180 days for all our customers. This extension is offered as a goodwill policy beyond legal requirements.

Under the EU Consumer Rights Directive (2011/83/EU), the following conditions apply:

·         Goods Must Be Returned (Article 14(1)): If you cancel, you are required to return the goods.

·         Return Shipping Costs (Article 14(2)): You are responsible for the direct cost of returning the goods, unless the item is defective or not as described.

·         Condition of Returned Goods (Article 14): The goods must be returned in their original condition, unused, and with all tags and packaging intact.

·         Refund Timeline (Article 13(1)): Refunds will be issued within 14 days of receiving the returned goods or proof of their shipment, whichever occurs first.

·         Delivery Charges (Article 13(2)): Refunds will include the original delivery charges, except for any additional costs if you selected a non-standard delivery option (e.g., express shipping).

By extending your return period to 180 days, we aim to give you greater flexibility and peace of mind, without compromising the conditions set forth by EU law.