Shipping & Returns

 

SHIPPING, RETURNS & EXCHANGES

 


Contact for all questions: UNTRUM.TEAM@GMAIL.COM

 

 

 

SHIPPING

 


 

1. General Information

 


We ship orders from Ukraine worldwide. After placing an order, you will receive emails confirming your order and shipment with a tracking number. Expect your package within 10–14 business days. Delivery times are approximate and depend on your region and chosen courier.


 

2. Order Processing and Shipping

 

 

  • Processing time: usually 1–3 business days after payment is received (may increase during sales periods).

  • After shipping, you will receive an email with tracking information.

 


 

3. Delivery Options & Couriers

 


We work with several couriers: national and international (e.g., Ukrposhta, Nova Poshta, UPS, FedEx, etc.). The courier depends on the shipping method and destination country. Available options with estimated delivery times and costs will be shown during checkout.


 

4. Shipping Costs & Customs Fees

 

 

  • Shipping cost is calculated automatically during checkout and depends on weight, dimensions, and region.

  • Duties, taxes, and customs fees (if applicable) are paid by the recipient according to local regulations. We do not refund customs fees charged by local authorities.

 


 

5. Tracking Your Package

 

 

  • After shipping, you will receive a tracking number via email.

  • Keep the tracking number and monitor your shipment. For any issues, email UNTRUM.TEAM@GMAIL.COMwith your order number and tracking number.

 


 

6. Lost or Damaged Packages

 

 

  • If your package did not arrive or arrived damaged, contact us ASAP at UNTRUM.TEAM@GMAIL.COM with photos of the contents and packaging.

  • Claims can be submitted to the courier for lost or damaged packages. We assist with claims, but compensation depends on courier investigation and insurance.

  • If the wrong item was sent, we will cover return/shipping costs.

 


 

7. Possible Delays

 


Delays may occur due to courier workload, weather, customs inspections, or force majeure. We will notify you if a significant delay occurs.

 

 

 

RETURNS & EXCHANGES

 


 

1. General Policy

 


We want you to be satisfied with your purchase. If the item does not fit, you may return it within 14 days of receipt (conditions below).


 

2. Return Eligibility

 

 

  • Item must be unused, odor-free, with original tags and packaging.

  • All accessories, gifts, and documents must be returned with the item.

  • We reserve the right to refuse returns if the item is clearly used or damaged not by our fault.

 


 

3. Non-Returnable Items

 

 

  • Sale/discounted items are not returnable.

  • Gift certificates are not returnable.

  • Personalized/custom-made items are returnable only by agreement.

 


 

4. Return Process

 

 

  1. Contact us at untrum.team@gmail.com with subject “Return/Exchange — Order #[your number]” including:

     

    • order number

    • recipient’s name

    • item being returned (model, color, size)

    • reason for return

    • photos of item/packaging (if defective)

     

  2. We will respond within 1–3 business days with instructions and the return address. Do not ship items without prior approval.

  3. Upon receipt, we will inspect the item. If it meets return conditions, we will process a refund or exchange.

 


 

5. Refunds

 

 

  • Refunds are issued to the original payment method.

  • Refund amount = item price minus shipping, unless returned due to our error (wrong/defective item) — shipping will be refunded.

  • Refund processing: 7–14 business days, banking delays may take an additional 3–10 business days.

 


 

6. Shipping Refund

 

 

  • Original shipping costs are not refunded for customer-initiated returns unless due to our error.

  • Return shipping costs are paid by the customer.

 


 

7. Defective or Wrong Items

 

 

  • Contact UNTRUM.TEAM@GMAIL.COM within 48–72 hours with photos of the package and contents.

  • We will coordinate a solution: replacement, return, or compensation. Costs covered if our fault.

 


 

8. Preparing Items for Return

 

 

  • Pack items in original or secure secondary packaging.

  • Keep tracking number and receipts until refund is complete.

  • We recommend using tracking and insurance.

 


 

9. Partially Used/Damaged Items

 


Items clearly used or damaged by the customer are non-returnable. Final decision made by quality control.

 

 

 

FAQ

 


Who pays for return shipping?

 

  • Usually the customer. Exception: our error — we cover costs.

 


Can I exchange for a different size?

 

  • Yes. Treated as return and new order. Fast exchanges possible by arrangement.

 


How long for a refund?

 

  • 7–14 business days after receiving and inspecting item, plus bank processing 3–10 business days.

 


What if my package is lost?

 

  • Contact UNTRUM.TEAM@GMAIL.COM with order number and tracking. We will assist with courier claim.

 

 

 

Conclusion:

For questions, email UNTRUM.TEAM@GMAIL.COM or use the website live chat. Include order number and details for faster assistance.