Shipping policy

OVERVIEW

Poetix® Store offers both digital products (such as e-books and guides) and physical products fulfilled via authorized international partners.
This Shipping Policy explains how each category of product is delivered and what to expect regarding delivery times, customs, and risk of loss.

1. DIGITAL PRODUCTS (INSTANT DELIVERY)

All digital products—including e-books, PDFs, and other downloadable materials—are delivered instantly after successful payment.
After completing your purchase, you will receive a secure download link or access email within minutes.

If you do not receive your file within 24 hours, please check your spam folder and then contact us at info@poetix.eu.
Because digital items are delivered instantly, there are no physical shipments or customs processes associated with them.

⚠️ Digital files are considered delivered once the access email or download link has been sent.

2. PHYSICAL PRODUCTS (FULFILLED VIA AUTHORIZED PARTNERS)

Our physical wellness accessories, apparel, and limited collections are produced and shipped on demand through verified fulfillment centers and international logistics partners.
This model ensures responsible production, reduced waste, and global availability.

Estimated Delivery Times

EU countries: 7–14 business days
UK & Switzerland: 10–18 business days
US & Canada: 10–20 business days
Other regions: 14–25 business days

Delivery times are approximate and may vary depending on region, customs processing, or carrier delays.

3. SHIPPING CONFIRMATION & TRACKING

Once your order is fulfilled, you will receive an email containing tracking information (where available).
Tracking depends on destination and carrier service.

We are not responsible for incorrect delivery details entered during checkout.
If you entered an incorrect address, please contact info@poetix.eu immediately—changes can only be made before the order is dispatched.

4. SHIPPING FEES & TAXES

Shipping costs are calculated at checkout based on your location and product category.
International shipments may be subject to customs duties, import taxes, or VAT imposed by your local authorities.

These charges are not included in our product prices and remain the customer’s responsibility.
Refusal to pay customs fees may result in the order being returned or destroyed by the carrier.

5. DELIVERY DELAYS & FORCE MAJEURE

Poetix OÜ is not responsible for delivery delays caused by factors beyond our control, such as:

Customs inspections or import restrictions
Local postal strikes or transport interruptions
Natural disasters, pandemics, or other force majeure events
Carrier network disruptions

Delivery timeframes are estimates only and not guaranteed. A refund may only be issued if a shipment is confirmed lost.

6. LOST OR DAMAGED SHIPMENTS

If your order has not arrived within 30 business days, contact info@poetix.eu with your order number.
We will investigate with our fulfillment partner and offer a replacement or refund if the item is confirmed lost.

If your package arrives damaged, please email clear photos of the item and packaging within 7 days of delivery.
Once verified, replacements are issued at no additional cost.

7. MULTIPLE SHIPMENTS

Orders containing multiple products may arrive separately depending on availability and fulfillment location.
Tracking information will be provided for each shipment when applicable.

8. DELIVERY & RISK OF LOSS (LEGAL NOTICE)

Under Article 20 of the EU Consumer Rights Directive, risk of loss or damage transfers to the customer only when the goods are physically received by you or your authorized recipient.
If you select your own carrier, the risk transfers once the package is handed to that carrier.

This clause ensures your full protection under EU and Estonian law.

9. NON-DELIVERABLE PACKAGES

If a shipment is returned due to incorrect address details, failed delivery attempts, or unpaid customs fees, a re-shipping fee may apply.
Refunds (if applicable) exclude original shipping costs once the product is safely returned to our partner facility.

10. CONTACT & CORRESPONDENCE

For any shipping or delivery concerns, contact:

Poetix OÜ
(Returns & Shipping coordinated via authorized fulfillment partners)
Ahtri tn 12, Kesklinna linnaosa, Tallinn 15551, Estonia
info@poetix.eu

11. GOVERNING LAW

This Shipping Policy is governed by Estonian law and aligned with the EU Consumer Rights Directive (2011/83/EU).
All logistics operations comply with GDPR and EU cross-border commerce regulations.