Shipping policy
This Delivery Policy outlines the conditions applicable to the processing, shipping, and delivery of orders placed in the online store operated by ORIGINAL DECOUVERTE SRL.
1. Delivery Areas
We deliver orders within Romania and to other countries listed as available on the checkout page.
Delivery availability, shipping methods, and applicable rates may vary depending on:
- the destination country and locality;
- the weight and dimensions of the parcel;
- the order value;
- the products ordered;
- carrier availability;
- any logistical or legal restrictions.
If the entered address is not within a serviced area, the checkout system may prevent the order from being placed or require the selection of a different address.
2. Order Processing
Orders are generally processed within 1–3 business days of payment confirmation.
Business days are Monday through Friday, excluding public holidays in Romania.
The processing time is distinct from the shipping time. It includes:
- payment confirmation;
- order verification;
- product preparation;
- packaging;
- document issuance;
- handing the parcel over to the carrier.
Orders placed after the processing cut-off time, on weekends, or on public holidays may be processed starting the next business day.
During busy periods—such as promotions, holidays, or product launches—processing may take longer. In the event of a significant delay, we will attempt to notify the customer.
3. Rates and Estimated Delivery Times in Romania
Available methods are displayed at checkout, prior to placing the order.
| Delivery Method | Estimated Shipping Time | Rate |
|---|---|---|
| Economy | 5–8 business days | 5 EUR |
| Standard | 3–5 business days | 6 EUR |
| Express | 1–2 business days | 10 EUR |
The timeframes above generally begin after the parcel is handed over to the carrier and are in addition to the 1–3 business day processing period.
The final applicable rate is the one displayed at checkout. In the event of a discrepancy between this policy and the information displayed prior to placing the order, the information communicated and accepted at checkout prevails.
4. Free Delivery
We offer free standard delivery on orders with a minimum value of €60.
The free delivery threshold is calculated after applying discounts and promotional codes.
Free delivery applies only to the standard shipping method available at checkout. Express delivery, deliveries to remote areas, bulky items, pallet shipments, and wholesale orders may incur separate costs.
Conditions and availability regarding free delivery are displayed in the shopping cart and at checkout. In the event of a discrepancy, the information displayed and accepted at checkout prevails.
5. International Deliveries
For orders shipped outside Romania, the cost and estimated delivery time are calculated or displayed at checkout, depending on the destination and order specifications.
Import customs duties generally do not apply to deliveries between European Union member states.
For deliveries outside the European Union, the following may apply:
- customs duties;
- import VAT;
- administrative fees;
- customs clearance fees;
- other costs imposed by the authorities of the destination country.
If these costs are not expressly included in the total displayed at checkout, they may be payable separately by the recipient, in accordance with local legislation.
6. Shipment confirmation and parcel tracking
Once the order has been shipped, the customer will receive an email provided the carrier's service supports this containing:
- shipment confirmation;
- the tracking number or AWB;
- the carrier's name;
- a link to the tracking page.
Tracking information may become active a few hours or the next business day after the parcel has been handed over.
If you have not received the shipment notification after the standard processing time has elapsed:
- check your Spam or Junk folder;
- verify that the email address entered during the order process is correct;
- contact us at: hello@originaldecouverte.com
7. Statutory delivery timeframe
Products will be delivered within the timeframe agreed upon and displayed prior to order completion.
If no specific timeframe was agreed upon, delivery will be made without undue delay and, in any event, within the maximum period stipulated by applicable law—which, for consumer contracts, is generally 30 days from the conclusion of the contract.
If we fail to deliver the order within the agreed timeframe, the customer may request that we make the delivery within an additional, reasonable period.
If delivery is not made within this additional period either, the consumer may be entitled to terminate the contract and receive a refund of the amounts paid, in accordance with the law.
An additional period may not be required if:
- we have expressly refused to deliver;
- delivery by the scheduled date was essential to the customer and this was communicated to us prior to the order;
- the circumstances clearly indicate that timely delivery was essential.
8. Shipping delays
The displayed shipping times are estimates, unless we have expressly confirmed a guaranteed delivery date.
Delays may occur due to:
- severe weather conditions;
- high parcel volumes;
strikes;
- transport disruptions;
- customs formalities;
- incomplete addresses;
- absence of the recipient;
public holidays;
- force majeure events;
- other circumstances beyond our reasonable control.
We cannot guarantee that carrier delays can always be avoided. However, this provision does not limit the consumer's statutory rights in the event of a significant delay, non-delivery, or loss of the parcel.
9. Delivery address
The customer must provide a complete and correct address, including, where applicable:
- recipient's name;
- street and number;
- building, entrance/staircase, floor, and apartment number;
- locality/city;
- county or region;
- postal code;
- country;
- phone number.
Please check the address carefully before placing your order.
If you notice an error after placing the order, contact us immediately. We cannot guarantee that the address can be changed once preparation or shipment has begun.
10. Unsuccessful delivery, uncollected or refused parcel
The carrier may make one or more delivery attempts, depending on their own procedures.
If delivery cannot be completed due to:
- an incorrect or incomplete address;
- inability to contact the recipient;
- failure to collect the parcel;
- unjustified refusal of delivery, the parcel may be returned to us.
Upon receipt of the returned parcel, we may:
- arrange a new shipment, with the customer's consent;
- refund the amount due;
- deduct the direct and reasonable costs incurred due to the failed delivery, only to the extent permitted by law and if the situation is attributable to the customer.
The consumer's statutory rights, including the right of withdrawal, remain applicable.
11. Transfer of risk
For orders placed by consumers, the risk of loss or damage to the product remains with ORIGINAL DECOUVERTE SRL until the customer, or a person designated by them (other than the carrier), takes physical possession of the product.
If the customer chooses, on their own initiative, a carrier not offered by us, the risk may pass to the customer upon handover of the product to the chosen carrier, in accordance with applicable law.
12. Lost parcels
If tracking information indicates an unusual delay or the parcel appears to be lost, please contact us at:
Email: hello@originaldecouverte.com
We will ask the carrier to investigate the situation.
Depending on the outcome of the investigation and applicable law, we may:
- arrange a new delivery;
- replace the product;
- refund the amount paid;
- propose another solution accepted by the customer.
The customer is not required to resolve the dispute with the carrier themselves when the shipment was arranged by us.
13. Parcels marked as delivered but not received
If the carrier's system indicates "delivered" but you have not received the parcel:
- check the order address;
- check around the property or at the delivery point;
- ask family members, neighbors, the reception desk, or the building manager;
- contact the carrier;
- inform us as soon as possible.
We will review the situation with the carrier. We may request information or documents necessary for the investigation.
14. Damaged, missing, or incorrect products
Check the parcel and the products as soon as possible after delivery.
If the product is:
- damaged;
- defective;
- incomplete;
- different from the ordered product;
- delivered in a severely damaged package, please contact us at:
Email: hello@originaldecouverte.com
and provide:
- the order number;
- a description of the issue;
- clear photos of the product;
- photos of the outer and inner packaging;
- a photo of the shipping label;
- a video, if helpful in demonstrating the issue.
We recommend notifying us within 48 hours to facilitate a quick review and the filing of a claim with the carrier.
The 48-hour timeframe is an administrative recommendation and does not limit the statutory warranty, rights regarding lack of conformity, or other mandatory consumer rights.
Do not discard the product, packaging, or accessories before receiving our instructions.
15. Partial deliveries
An order may be shipped in multiple packages if:
- the products originate from different locations;
- some products have different availability dates;
- size or weight necessitates splitting the shipment.
In this case, the customer may receive multiple tracking numbers.
If not all products are delivered simultaneously, this does not automatically mean items are missing from the order. Please check the shipping notifications or contact us.
16. Modifying or cancelling an order
To change the address or products, or to cancel the order, please contact us as soon as possible at:
Email: hello@originaldecouverte.com
We will attempt to make the requested changes provided the order processing has not advanced too far.
Once the package has been handed over to the carrier, modification or cancellation may no longer be possible. The customer may subsequently use the return procedure, in accordance with the Return and Refund Policy.
17. Delivery of bulky products or wholesale orders
For pallet shipments, commercial quantities, or bulky products, the standard rates and delivery times listed on the website may not apply.
These orders may require:
- a custom shipping quote;
- confirmation of truck access;
- unloading with special equipment;
- delivery scheduling;
- additional documentation;
- specific B2B terms.
The terms and conditions will be communicated and agreed upon prior to confirming the wholesale order.
18. Contact
For questions regarding order processing, shipping, or delivery, you can contact us at:
ORIGINAL DECOUVERTE SRL
Email: hello@originaldecouverte.com
Phone: +40 737 270 775
Support hours: Monday–Friday, 09:00–18:00, excluding Romanian public holidays.