Shipping Policy

1. Order processing and delivery estimates

Order processing begins after order confirmation and successful payment authorisation. Business days are Monday to Friday, excluding public holidays in the relevant location.

Delivery times are estimates rather than guaranteed appointments. Peak periods, severe weather, strikes, transport disruption, remote destinations or other events outside our reasonable control may require additional time. We will contact you if we become aware of a material delay affecting your order.

2. DHL shipping to supported destinations other than Cyprus

For supported destinations offered through the EN-EU storefront other than Cyprus, orders are shipped with DHL Express or DHL Economy. Shipping charges are calculated according to the destination and the actual or volumetric weight of the packed order. The maximum order weight for these services is 25 kg.

Only the services available for the selected destination and products are shown at checkout. Where the carrier supports tracking, we will send a tracking link or reference after dispatch.

3. Shipping to Cyprus

Orders to Cyprus are shipped only with ELTA Courier Express. Charges are calculated according to the packed order weight and destination.

The current indicative delivery estimate is approximately 5–6 business days. The exact service, charge and estimate displayed at checkout apply to the order.

4. Mobile telephone number and delivery details

Please provide a valid mobile telephone number, including the international country code, so that the carrier can coordinate delivery. Where checkout marks this information as required, the order cannot be submitted without it. Incomplete or incorrect contact or address information may delay delivery or result in an unsuccessful delivery attempt.

We share the recipient details necessary to complete delivery with the relevant carrier in accordance with our Privacy Policy.

5. Product and destination restrictions

Some large, fragile or living products cannot be shipped to every destination because of size, carrier, safety, seasonal or plant-health restrictions. Checkout normally displays only the methods available for the selected products and destination.

If we discover after order placement that an item cannot lawfully or safely be shipped to the selected destination, we will contact you without undue delay. We may propose a suitable alternative or cancel and refund the affected item.

6. Change of shipping service

If the selected service is unsuitable because of the size, weight or sensitivity of the products, the destination or a carrier restriction, we may propose another service. Where possible, we will use an equivalent service without additional charge.

We will notify you before dispatch of any material change or additional cost and ask for your agreement. If you do not agree and there is no suitable alternative, you may cancel the affected part of the order and receive a refund of the corresponding amount.

7. Delivery, delays and failed delivery

You are responsible for providing a complete and accurate delivery address, recipient name and contact details and for taking reasonable steps to receive the parcel promptly. Actual and reasonable redelivery or storage charges may be passed on where they result from incorrect information or an unjustified failure to receive the order and where permitted by law.

If an order is materially delayed, lost or returned to us, please contact us so that we can investigate with the carrier and explain the available remedy. Nothing in this policy limits any mandatory consumer right.

8. Transit damage and transfer of risk

The risk of loss or damage passes to a consumer when the consumer, or a third party appointed by them other than the carrier, takes physical possession of the goods.

If an order arrives damaged, please contact us as soon as possible, retain the packaging and send photographs of the item and parcel. Prompt notice helps us submit a carrier claim but does not remove your statutory rights.

For returns, withdrawal, incorrect or non-conforming products, please read our Returns, Withdrawal, Replacements and Cancellations Policy.

9. Contact