Shipping policy

Last updated: December 4, 2024

We work with many suppliers around the world. The time between dispatch and delivery depends on the location of the warehouse and the destination. We do our best to optimize these times. However, if the product is only available in a warehouse far from your place of residence, the delivery time will be maximum. Please read our shipping policy below carefully to learn more.

1. Delivery Areas

We ship our products internationally. Available delivery areas are displayed on our customer service dashboard, in the "Questions and Answers" section.

2. Processing and Shipping Times

  • Order processing : Orders are generally processed within 48 business hours of receiving your payment. This time frame may vary depending on product availability and peak periods.
  • Estimated delivery times : Delivery time depends on the location of our suppliers and the final destination. It is generally between 3 and 35 business days, including order processing and transportation.

3. Shipping Costs

  • Free Shipping : We offer free shipping on all products, regardless of the destination or the amount of your order.

4. Order Tracking

Once your order has shipped, you will receive an email with a tracking number, if available. You can use this number to track your package. Please note that tracking may not be available for some types of economy shipping.

5. Failure to Respect the Agreed Deadline

5.1. Force Majeure and Delay Exceeding the Expected Deadlines

  1. In the event of force majeure, the seller shall not be held liable for any delay in delivery or performance of the service. Force majeure events include unforeseeable, irresistible and external events, such as natural disasters, general strikes, government decisions, or any other event beyond the control of the parties preventing the timely performance of the contract. In this case, the performance of the contractual obligations shall be suspended until the end of the event in question.

  2. If the delay in delivery or execution is duly justified by a case of force majeure, the seller undertakes to inform the customer as soon as possible of the nature of this event and its estimated impact on deadlines.

  3. If the delay exceeds thirty-five (35) working days from the date initially planned, the customer has the possibility of terminating the contract without penalty and may request reimbursement of the sums paid, without the right to additional damages.

6. Customs Fees and Taxes

Any applicable customs fees, import taxes or other charges are the buyer's responsibility. These charges are determined by the local customs authorities and are beyond our control. Please check your country's customs regulations before placing an order to avoid unexpected charges.

7. Delivery Address

It is the buyer's responsibility to provide a correct and complete shipping address. We cannot be held responsible for packages delivered to a wrong address due to an error in the address provided by the buyer.

8. Receipt of the Order

The risks of loss or damage are transferred to the customer upon physical receipt of the goods. In the event of receipt of a damaged package, we recommend that you refuse delivery and note the necessary reservations. Contact our customer service in the event of a problem.

9. Partial Delivery

If some ordered products are not immediately available, ZatenaStore may proceed with a partial delivery. In this case, the customer will be informed, and no additional costs will be applied for subsequent shipments.

10. Modification or Cancellation of Order

If you wish to modify or cancel an order, please contact us as soon as possible. After a certain time, we cannot guarantee that the modification or cancellation will be possible, as the order may have already been processed by our teams.

11. Returns and Delivery Complaints

In case of return or complaint regarding a delivery, please consult our Return and Refund Policy. We will do our best to resolve any problems with delivery or items received.

Noticed : This policy is subject to change without notice. Please check this page regularly to stay informed of updates.