Shipping policy

By ordering an Etelburg product on our website (etelburg.com), you agree to be bound by the following terms and conditions and Terms of Service. This Policy mutually protects the Parties and subjects our Service to specific requirements.

1. General

We take the utmost care to provide accurate information about product availability on etelburg.com, however, temporary variations are possible. If an item is not in stock, we will notify you of the expected time of availability. You will decide whether you wish to wait or request a refund.

2. Shipping costs

Shipping costs are calculated during the payment process based on the weight, size of the product(s) ordered. Shipping costs are added to the price of your order.

3. Returns

3.1 Returns because customer changed their mind

Etelburg will accept returns because a customer changed their mind as long as a return request is received within 14 days following the receipt of the product and the product is returned in its original packaging, undamaged and in resealable condition. Return costs will be borne by the customer. After the returned product is received and approved, the refund will be processed. You will be informed about this process via email. Etelburg will refund the price of the returned product but not the cost of the return delivery.

3.2 Warranty returns

Etelburg will meet any valid warranty claims provided that the claim is submitted within 30 days following the receipt of the product. The cost of the return is initially paid by the customer but if their warranty claim is approved, it will be refunded to the customer. Etelburg will process warranty claims within 7 days following the return of the product. When your warranty claim is approved, you may choose one of the following options: a) refund based on the method of payment b) product replacement.

For more information, please see our Goods Return Buyer's Guide.

4. Shipping terms

4.1 Transit time

Orders within the EU will be processed and delivered in 2 to 8 days subject to product availability.

The estimated delivery time for orders outside the EU is 5 to 10 days subject to the current delivery conditions (e.g. quarantine, lockdown etc.).

4.2 Dispatch time

Orders will be ready for shipment within 2 business days.

4.3 Change in delivery address

When requested by the customer, the delivery address can be changed any time before the order is dispatched.

4.4 Pickup in person

When you choose to pick up your order in person, you can receive your order from 9 a.m. to 4 p.m. on business days at 1/B Alíz street Budapest-1117, Hungary at the business site of M and M Productions Ltd. following your receipt of a notification.

5. Order tracking notifications

When the order is dispatched, the customer will receive an order tracking link/notification via the contact options provided.

6. Order damaged in transit

If you find that your order was damaged while being shipped, please refuse to receive the order from the courier and promptly contact our customer service (etelburg@etelburg.com).

7. Customs charges and taxes

7.1 VAT

The prices of products displayed on the website do not include taxes. VAT will be automatically calculated based on effective rules and the place of the order before the order is placed.

7.2 Import customs charges and taxes

Import customs and taxes imposed on international shipments will be payable when the order is received in the country of destination. These charges vary by country and Etelburg kindly asks you to be aware of any potential costs before placing an order with us. If you refuse to pay customs charges and taxes in the country of destination, the products will be returned to Etelburg’s warehouse at your cost and you will receive a refund for the product you paid for reduced by the cost of the return. The cost of the first delivery will not be refunded.

8. Cancellations

Orders can be cancelled free until the product is dispatched.

9. Insurance

Orders are insured by the courier for loss and damage up to the value defined.

9.1 Procedure for orders damaged in transit

Any refund or replacement will be processed when the courier finished the investigation of the claim.

9.2 Procedure for orders lost in transit

Any refund or replacement will be processed when the courier has completed an investigation and agrees that the order was lost.

10. Customer service

If you have any customer care related questions, please write to us at etelburg@etelburg.com.