Shipping policy


Welcome to EcoWay sp zoo, a company registered in Wroclaw, Poland. Our head office is located at:

EcoWay sp zoo
Dyrekcyjna 1/142
50-528 Wroclaw
Poland

PRICES:

All prices listed on our website include VAT.

RESPONSIBILITY:

EcoWay sp zoo is not responsible for any delays or errors that may occur due to circumstances beyond our control. These circumstances may include, but are not limited to, fires, wars, government decisions, natural disasters, customs checks, supplier issues, or high seasons such as Christmas when delivery times may be affected due to increased logistics activity.

ORDERING:

After you place your order, you will receive a confirmation email with all the details of your purchase, including the product, price, billing and shipping address.

CUSTOM FEES:

While EcoWay sp zoo is happy to ship internationally, we have no control over - and therefore cannot be responsible for - any overseas duties and importation fees your purchase may be subject to. If you are uncertain of the customs fees your country may require, please check with your local postal service or customs agent prior to ordering. Lumi e-commerce is unable to accommodate or refund any import duties, customs fees, or international tax that may be applied to your shipment, or any additional fees you may have to pay after completing your purchase with us.

ORDER HANDLING:

After placing your order, we will process it within 24-48 hours. Our fulfilment centre operates from Monday to Friday. Orders placed on Friday are more likely to be shipped on the following Monday.

Prices are calculated by your location.

Delivery Responsibilities

It is your responsibility to provide a correct and complete shipping address, including full name, street name, house number, state, postcode, and local phone number.


Shipping Delays & High-Demand Periods

Please note that shipping delays may occur during high-demand seasons, such as Christmas and Black Weekends, due to increased logistics activity.

Damaged or Missing Packages

If you choose our free delivery option, please note that:

  • In rare cases, if your package arrives damaged or empty, it is your responsibility to contact your local post office and initiate an investigation.
  • We are not responsible for any damage or loss that occurs during shipping.
  • Refunds or replacements will only be provided if the post office confirms the issue was due to a shipping error.

We encourage you to inspect your package upon delivery and report any issues to us and the post office as soon as possible.

Unclaimed Packages & Returns

Once the package arrives in the destination country, the customer is responsible for tracking it and ensuring collection within the required timeframe.

  • If a package is not collected from the local post office or collection point and is returned to us, the customer will be responsible for re-shipping costs.
  • If the customer prefers a refund instead of re-shipping, the original shipping fee will be deducted from the refund amount.
  • Customers must contact us within 14 days of the package being returned to arrange re-shipment or request a refund.

If you are unsure of your national postal service in your country, you can find a list of national postal services here: List of national postal services

Standard delivery time:

Depending on your location delivery time may vary:

Poland 1-3 business days

Europe 4-10 business days

USA and Canada business 7-14 days

Rest of world 14-20 business days.

We can't guarantee the delivery time. Some of the orders on standard shipping can get delayed and we are not taking responsibility for what is beyond our company so be aware if delivery gets delayed. Shortly, You will get your order, but sometimes it happens that it’s a bit delayed. We don't have an estimated delivery time for the Standard delivery option.  

IMPORTANT:

In case your product(s) is not delivered due to an incorrect or invalid address, we will not be able to process any claims. However, we will notify you if it is returned to us.

Due to the geo-political situation in Europe, deliveries might be slightly delayed.

All Liquid Harmony orders are shipped out from our warehouse which is located in Poland.

We do not cover custom/import fees. Every country has different government regulations about customs. We can not track it, so the customer is responsible for all import cost. 

Be sure to write in the correct delivery information. If the order is sent to the wrong address, it is your responsibility to pay for a new shipping. Should there be a delay in delivery and we have not notified you, then you should contact customer service.

If your delivery has been lost, we start investigation by contacting our delivery services. We can issue a refund only when we have answer from our delivery service.

PAYMENT:

We accept Klarna, Google Pay, Apple Pay, Credit and Debit cards.

COMPLAINT:

  • If you notice any issues with your package when you pick it up, such as if it appears to be lost, damaged, or has been opened, please contact us immediately and initiate an investigation with your local post office. 
  • If you have any complaints about the item you received, such as if it was damaged when you opened the package or if the package was opened before you picked it up, you must notify us as soon as you discover the issue. To file a complaint, please contact us and provide a detailed description of the problem, along with photos of the package and any damaged items. We will confirm or reject the complaint within 24 hours. The investigation process may take up to 90 days.
  • Complaints must be made within 7 business days of the item being delivered. After that time, we are unable to begin an investigation with our courier.

REFUNDS:

  • The package must be returned unopened and with an undamaged seal. If the package has been opened and the product used, we will be unable to issue a refund. For more about returns please read Return and refund policy. 
  • We do not refund the shipping fee if the order has already been shipped. Only the amount for our products will be refunded.
  • Orders of more than 10 items are not eligible for return and will not be refunded.
  • If you provided us with an incorrect shipping address and your delivery status on the tracking number shows that the package was delivered, we will not issue a refund. If your order is returned to us due to an incorrect address provided by you, we will deduct the shipping fees we had to pay for each item.
  • We do not issue full refunds for orders that are delivered to commercial facilities such as workplaces, business centers, or hotels. The shipping fee for these orders is 15 EUR.
  • In the case of a returned package due to an expired hold time at the pickup station or if the customer declines to pay customs fees, the full refund will not be possible and any costs incurred for the order will be deducted.
  • In the event that an order has been marked as "Delivered" on our tracking system, but the customer claims that it has not been received, we will require a confirmation from the local post office that the item was delivered to the wrong address before a refund can be issued. This policy is in place to protect both our customers and our business from any fraudulent claims.


CUSTOMERS DATA:

Our company is committed to providing excellent customer service and ensuring that our customers are satisfied with their orders. However, please note that our ability to assist with orders may be limited by the policies of our courier company and the length of time that has passed since the delivery date.

In order to protect the privacy of our customers and to comply with data protection regulations, our courier company has a policy of deleting tracking data after six months. As a result, we are unable to access the tracking information for orders that were delivered more than six months ago. This means that we may not be able to provide assistance with orders that were delivered more than six months ago.

We apologize for any inconvenience this may cause and we hope that you understand our position and the limitations that we are facing. If you have any questions or concerns about your order, please don't hesitate to contact us as soon as possible.

If you have any further questions, please don't hesitate to contact us at office@liquidharmony.bio.