Shipping Policy
At Second Floor Stuff, we aim to provide a smooth and reliable shipping experience for all of our customers across Europe. Below you will find the key details regarding our shipping procedures, rights, and obligations.
Shipping Costs & Delivery Times:
- Shipping costs are calculated at checkout based on the weight of your order and your delivery address.
- Delivery times vary depending on your location. Most orders are processed within 1-2 business days. Estimated delivery times are provided at checkout.
- We offer standard and express shipping options for European customers.
Order Processing:
- Once your order is placed, you will receive an order confirmation email with the details of your purchase.
- Orders are processed Monday to Friday, excluding public holidays. Orders placed on weekends or holidays will be processed the next business day.
Delivery Issues:
- If you do not receive your order within the expected delivery window, please contact our customer service team. We will work with the courier to resolve any delivery issues promptly.
- If your order arrives damaged, please notify us immediately and provide photographic evidence so we can assist with returns or replacements.
Right of Withdrawal:
- Under European law, customers have the right to cancel their order within 14 days of receiving the goods without providing any reason.
- To exercise the right of withdrawal, please contact us via email within 14 days of receiving your order. You will then have 14 more days to return the item.
- Please ensure that items are returned unused, in their original packaging, and in resellable condition. You will be responsible for the return shipping costs unless the product is defective or incorrect.
Returns & Refunds:
- After receiving your returned items, we will process your refund within 14 days. Refunds will be issued to the original payment method used at checkout.
- Please note that certain products, such as personalized items or sealed goods, may not be eligible for returns under EU consumer protection law.
Customs & Import Taxes:
- For customers outside of the EU, your order may be subject to customs duties or import taxes depending on the regulations of your country. These additional charges are the responsibility of the customer.
Contact Us: For any questions regarding shipping, returns, or your order status, please contact us via email at hello@secondfloorstuff.com. We are happy to assist you.
