SHIPPING POLICY

 

Order Processing and Shipping

All orders containing made-to-order products are processed, packed, and dispatched within 2-3 weeks. You will receive an email with tracking information once your package has been shipped.

Please ensure that your shipping address and phone number are accurate to facilitate successful delivery. It is the customer’s responsibility to provide the correct information and ensure someone is available to receive the order at the specified address.

Currently, we ship to EU countries and Switzerland only. Delivery times vary depending on your location within these areas.



Estimated Shipping Times (within the EU and Switzerland):

  • Standard Shipping: Approximately 4–14 working days.
  • Expedited Shipping: 1–7 working days depending on the courier.
  • DPD: 2-5 business days for EU deliveries.

Shipping fees are calculated at checkout based on weight, shipping method, and destination. While we cover a portion of the shipping cost, we are unable to fully absorb it as a small business.

If you are ordering from a country outside the EU, we can still accommodate your order. Please contact us directly to discuss shipping options, costs, and delivery details.

Your order will be handled by your national postal service or courier (e.g., PostNord, DHL, DPD). If delivery is unsuccessful, you may need to collect your package from a designated pick-up location. Please note that shipping times are estimates and not guaranteed. Once your order has been shipped and you receive tracking information, Sheio is no longer responsible for the package. It is the customer’s responsibility to monitor the tracking link and ensure successful delivery.

**Important Note**: We cannot guarantee specific delivery dates. Shipping times are estimates and not guaranteed. We are not liable for delays caused by third-party carriers. Once your order has been shipped and you receive the tracking information, Sheio is no longer responsible for the package. It is the customer's responsibility to monitor the tracking link and collect the package if delivery is unsuccessful on the first attempt. Failure to do so may result in the package being returned to us, and additional return-to-sender fees will apply.



Returned Packages (RTS)

If your package is returned to sender (RTS), it is due to one of the following reasons:
- Incorrect or incomplete shipping address.
- Failure to pay required customs/import fees.
- Failure to arrange delivery with the courier or collect the package from the designated location.

In these cases, the customer is responsible for both the re-shipping fee and any RTS fees. Unclaimed and returned orders are not eligible for a refund. If the re-shipping fee is not paid, the order remains ineligible for a refund. However, if you no longer wish to have the order re-shipped, we can issue store credit for the value of the items, minus any return-to-sender and original shipping fees.



Damaged and Stolen Packages

Sheio is not responsible for damaged, lost, or stolen packages. If your package arrives damaged, unwrapped, or opened, report it to your courier and raise a claim immediately, or refuse to accept the package.

If your order has been lost or stolen, contact us, and we will escalate the issue with the courier company. However, we are not liable for stolen or misdirected packages and recommend filing a claim with your local postal service if theft has occurred.



Custom Duties and Taxes

If you are outside the EU, as the recipient, you are responsible for all import duties, customs fees, and local taxes based on the country you are shipping to. Sheio is not responsible for packages seized by customs or returned due to non-compliance with customs clearance procedures. Refunds are not available for such circumstances.

Please check your country’s import regulations before placing an order. If an order is returned to us due to failure to pay customs fees or incorrect address, the customer must cover re-shipping fees before the order can be re-dispatched.



Order Cancellation Policy

Due to the made-to-order nature of our products, we have a strict no-cancellation policy once orders are processed and shipped. However, if you contact us immediately after placing your order, we will do our best to cancel it before processing begins. If we can accommodate your request, we will issue store credit for the value of your order.

Once your order has been processed and production begins, cancellations are not possible.