Shipping Policy

Last updated: 01 October 2025

1) Scope and operator

This Shipping Policy applies to orders placed on this website operated by Authentic Ayurveda d.o.o., Slavka Krautzeka 51, 51000 Rijeka, Croatia (the “Company”, “we”, “us”). It forms part of our Terms of Service and should be read together with the Return & Refund Policy.

2) Warehouses, fulfilment & split shipments

Orders are fulfilled from Croatia and/or our EU warehouses (currently: locations used by our logistics partners, as available for the delivery destination shown at checkout). We may ship items in more than one parcel at no extra cost to you; each parcel will have its own tracking.

3) Processing times

Standard processing is 1 - 2 business days (Mon - Fri, excluding public holidays). Fraud screening, address clarification or peak volume may extend processing. Processing does not include carrier transit time.

4) Shipping fees, free shipping & promotions

  • Shipping fees and available services are displayed at checkout based on destination, weight/volume and service level.

  • We may offer free shipping above a threshold or during promotions; eligibility and territories will be shown at checkout.

  • If an order contains back-ordered items, we may hold shipment until complete or ship available items first; any additional fees will be displayed or notified before dispatch.

5) Delivery areas & carriers

We deliver to EU/EEA countries and selected destinations. If your country is not shown at checkout, contact support. Typical carriers: DHL / DPD / GLS / UPS (subject to change).

6) Delivery times (non-guaranteed estimates)

Indicative transit within the EU: 2 - 7 business days depending on destination and service. Delivery windows are estimates only and are not guaranteed; events outside our control (weather, customs, strikes, peak season) may cause delays.

7) Address accuracy & delivery attempts

You are responsible for providing a complete and accurate delivery address and for receiving the parcel at that address. If delivery fails due to incorrect/incomplete address, absent recipient, or refusal, the parcel may be returned to us. Re-delivery can be arranged; additional shipping costs may apply.

If you instruct the carrier to leave the parcel at a safe place, with a neighbour or parcel shop, risk transfers upon the carrier’s recorded delivery scan at the chosen location.

8) Tracking & proof of delivery

A tracking link is provided when we hand your parcel to the carrier. Carriers may record GPS/time-stamped scans and/or recipient signature as proof of delivery. Please monitor tracking and contact the carrier promptly if anomalies occur.

9) Risk, inspection & reporting

Risk passes to you when the goods are delivered to the address you provided (EU Consumer Rights Directive). Please inspect parcels on delivery.

  • Damage/shortage: notify us within 48 hours of delivery with photos of the outer box, inner packaging and items.

  • Loss/non-receipt: if tracking shows delivered but you did not receive the parcel, contact the carrier and us within 48 hours so we can open an investigation.

Failure to report within these timeframes may limit the remedies available from carriers.

10) Temperature-sensitive goods & external-use products

Oils/ointments may thicken in cold weather or become more fluid in warm conditions; this is normal and does not affect quality. Warm gently if required and follow the label directions. Topical products are for external use only.

11) Returns shipping costs, refusal, and restocking

  • Within the EU consumer withdrawal right (14 days): you may withdraw as set out in our Return & Refund Policy. Unless we offer free returns, you bear the direct cost of return shipping. We may deduct for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (no “restocking fee” is charged in addition to this statutory deduction).

  • Outside the statutory withdrawal (e.g., late returns approved as a goodwill exception, B2B returns, or returns of non-faulty goods not meeting resale condition): we may apply a restocking/refurbishment charge up to documented, reasonable direct handling or refurbishment costs where permitted by law, disclosed at the time of approval.

  • Refused or uncollected parcels returned to us may incur return freight charged by the carrier; we may deduct such actual return cost from your refund where permitted by law.

Items excluded from return for health/hygiene reasons (e.g., unsealed ingestibles or opened topical products) are listed in our Return & Refund Policy.

12) International deliveries outside the EU/EEA

For deliveries outside the EU/EEA, customs duties, taxes, brokerage or import fees may apply and are payable by the recipient. We cannot influence these charges or control customs delays. We do not ship items prohibited by local law.

13) Force majeure

We are not liable for delay or non-performance caused by events beyond our reasonable control, including but not limited to severe weather, natural disasters, epidemics, war, government action, labour disputes, carrier network failures or utilities/IT outages. We will resume performance as soon as reasonably practicable.

14) Country-specific notices (EU)

These notices apply in addition to the above where you are a consumer in the named Member State:

  • Germany - Ablageort/Neighbour delivery: if you consent to “drop off” (Ablagevertrag) or delivery to a neighbour, risk transfers upon the carrier’s recorded delivery at the agreed place (§ 447 BGB by analogy for consumer consent scenarios).

  • France - delivery delays & mediation: French consumers may seek mediation under Code de la consommation L.612-1 (see Terms of Service - French mediator).

  • Portugal - complaints book: link to the Livro de Reclamações Eletrónico must be available on the Site/footer for Portuguese sales.

  • Spain/Italy - where Saturday or evening delivery requires your consent or fees, the carrier’s terms will apply; you will be informed at checkout if such options are selected.

If local consumer rules grant you more favourable rights than this Policy, your local rules prevail.

15) Contact

Shipping enquiries and claims: info@sitaramayurveda.eu
Returns address (unless otherwise instructed):
Authentic Ayurveda d.o.o.,
Slavka Krautzeka 51,
51000 Rijeka,
Croatia