Shipping policy
2. Order Fulfillment
2.2.
The order is forwarded to the seller within a maximum of 1–3 business days after full payment has been received from the Customer. Orders not paid within 3 business days may be canceled by the Store.
2.3.
The total delivery time ranges from 3 to 15 business days, depending on the Customer’s location, the seller, and factors such as:
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Customs clearance
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Transportation delays
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Force majeure or other circumstances beyond the Store’s control
2.4.
By placing an order, the Customer accepts the stated delivery time. In the event of a delay exceeding 15 business days from the moment the order is forwarded to the seller, the Customer may withdraw from the contract and request a refund by submitting a written request to: help.voidhouseshop@gmail.com
within 5 days after this period expires.
2.5.
The Customer, as the importer of the goods, is responsible for all customs formalities, duties, and taxes related to import, in accordance with applicable regulations. The Store does not perform customs declarations nor act as the Customer’s representative.
2.6.
The place of taxation is a third country, in accordance with applicable tax regulations. Our warehouses are located outside of Europe.
3. Shipping Costs
3.1.
Shipping costs are determined during the checkout process and depend on:
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The type of product
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The delivery country
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The selected shipping method
3.2.
The Store may offer promotions, including free shipping, which will be communicated to the Customer during the checkout process.
3.3.
In the case of returns, the Customer bears the cost of return shipping unless the Store explicitly decides otherwise in an individual case. The Customer is also responsible for any customs fees related to the return.
4. Shipping Information
4.1.
After the order is forwarded to the seller, the Customer will receive an email confirming shipment along with a tracking number (if available), allowing them to monitor the delivery status.
4.2.
The Store remains in contact with the foreign seller and provides the Customer with up-to-date delivery status information when available.
4.3.
If you have any questions regarding delivery, you may contact the Store at: help.butterly@gmail.com
4.4.
The Customer is obligated to check the condition of the shipment upon receipt and report any damages directly to the carrier and the Store within 48 hours of receiving the package at: help.voidhouseshop@gmail.com
5. Liability for Delivery
5.1.
The store neoname.pl is not responsible for delivery delays caused by foreign sellers, logistics partners, customs clearance, incorrectly provided addresses by the Customer, or other circumstances beyond the Store’s control.
5.2.
The Store is not responsible for product damage occurring during transport; however, it supports and coordinates the complaint process with the foreign seller or carrier in accordance with applicable regulations, including the General Product Safety Regulation (GPSR).
5.3.
In the event of a lost shipment, the Store will take steps to clarify the situation with the foreign seller or carrier. If no resolution is reached, the Store will offer a refund or reshipment at its discretion.
6. Product Safety (GPSR)
6.1.
Products offered in the Store comply with safety requirements specified in the GPSR and carry CE marking where required, according to information provided by foreign sellers.
6.2.
If a product is found to pose a safety risk, the Store will withdraw it from the market and notify Customers via email about the return procedure – details are available in the Return Policy on voidhouse.shop
6.3.
Reports regarding product safety should be sent to: help.voidhouseshop@gmail.com
The Store responds within 48 hours and takes appropriate action in accordance with GPSR.
7. Contact
7.1.
Questions regarding shipping, delivery, or product safety should be directed to: help.voidhouseshop@gmail.com
7.2.
The Store responds to inquiries within 48 business hours, unless contact with the foreign seller requires more time, in which case the Customer will be informed.