Last updated: May 02, 2025
This Shipping and Returns Policy outlines the terms and conditions governing the delivery of products purchased from VEAMAR and the procedures for returns and refunds. By placing an order through our Website (www.veamar.com), you agree to the terms set forth in this Policy. This Policy is governed by Spanish law.
Shipping Policy
1. Shipping Destinations
We ship to customers worldwide, primarily serving the European Union (EU), the United Kingdom, the United States, Canada, and occasionally the United Arab Emirates. Other destinations are served on a case-by-case basis. VEAMAR reserves the right to refuse delivery to any destination, cancel an order, and issue a full refund at our sole discretion.
2. Shipping Carriers
We use trusted international carriers, including Correos, DHL, and UPS, to ensure reliable delivery. The choice of carrier depends on the destination, order size, and shipping option selected.
3. Shipping Times
Estimated delivery times are as follows:
- European Union and Europe: 3–5 business days.
- United Kingdom, United States, and Canada: 7–14 business days.
- Other destinations: Varies by region.
These are estimated times provided by our carriers. Delays may occur due to factors beyond our control, such as customs processing or carrier issues. VEAMAR is not responsible for delays caused by the carrier, but we will assist you in resolving any issues with the carrier where possible.
4. Shipping Costs
Shipping costs are calculated at checkout based on the type, weight, and value of the products, as well as the destination country. You will see the exact shipping cost before completing your purchase. From time to time, we may offer promotional free shipping for orders meeting a minimum purchase amount. Such promotions are time-limited and subject to additional terms displayed on our Website.
5. Express Shipping
Express shipping is available for orders within Europe. This option can be selected at checkout, where applicable, for an additional fee.
6. Taxes and Customs Duties
Within the European Union: VEAMAR collects and remits applicable taxes (e.g., VAT) at checkout. Any customs duties, if applicable, are the responsibility of the customer.
Outside the European Union (e.g., United Kingdom, United States, Canada, United Arab Emirates): Customers are responsible for all applicable customs duties, VAT, or other taxes imposed by their country. VEAMAR does not collect or pay these fees. We recommend contacting your local customs authority for details before placing an order.
7. Lost or Damaged Shipments
If your order is lost or arrives damaged, please contact us at [email protected] within 7 days of the expected delivery date. To process a claim for a damaged shipment, you must provide either:
- A video recording of the unboxing of the undamaged package showing the damaged contents; or
- A document from the postal service confirming the damage, obtained at the time of package collection.
If the damage or loss is attributable to the carrier and the order was properly packaged by VEAMAR, we will work with the carrier to resolve the issue. At our discretion, we may offer a replacement or a full refund. If a replacement is provided, no additional shipping fees will be charged.
Returns Policy
1. Eligibility for Returns
VEAMAR offers a 14-day return period for eligible orders within the European Union, starting from the date you receive your order, in compliance with the EU Consumer Rights Directive. For customers outside the EU, a 14-day return period is also provided, subject to the conditions below.
The following items are not eligible for return:
- Personalized or custom-made products.
- Products that are damaged due to customer mishandling or improper use.
To be eligible for a return, products must be:
- Unused and in their original condition.
- Safely packaged to prevent damage during return shipping.
Please note that oyster shells are a natural, non-industrial material and may exhibit minor imperfections or variations inherent to their organic nature. Such characteristics are not considered defects or grounds for return unless they significantly deviate from the product description.
2. Reasons for Return
We accept returns for the following reasons:
- The product is defective (e.g., significantly damaged upon receipt, beyond natural imperfections).
- The product does not match the description provided on our Website.
Within the EU, customers may also return eligible products within 14 days without providing a reason, as required by EU law, provided the products meet the eligibility criteria above.
3. Return Process
To initiate a return, contact us at [email protected] within 14 days of receiving your order. Please include your order number and the reason for the return. Upon approval, we will provide detailed return instructions, including the return shipping address in Spain.
Customers are responsible for the cost of return shipping in all cases. We recommend using a trackable shipping method, as VEAMAR is not liable for lost or damaged return shipments.
Refund and Exchange Policy
1. Refunds
Refunds are available for eligible returns that meet the conditions outlined above. Once we receive and inspect the returned product, we will process your refund within 14 days. Refunds will be issued to the original payment method (credit/debit card) used for the purchase.
The refund will cover the cost of the product, excluding the original shipping fees. Return shipping costs are non-refundable.
Please note that, due to the natural composition of oyster shells, minor imperfections are not grounds for a refund unless they constitute a significant defect or deviation from the product description.
2. Exchanges
If you prefer, we may offer to exchange the returned product for another item of equivalent value, subject to availability. If an exchange is requested, we will provide details during the return process. Customers are responsible for any additional shipping costs associated with the exchange.
Product Durability
Oyster shells are a natural, organic material and, while durable for decorative purposes, may be subject to natural degradation over time. This is an inherent characteristic of the product and not a defect. We take care to ensure that all products meet high-quality standards at the time of dispatch.
Dispute Resolution
If you have any concerns or complaints about your order, please contact us at [email protected]. For customers in the European Union, you may also access the European Commission’s Online Dispute Resolution platform for resolving disputes.
Changes to This Policy
We may update this Shipping and Returns Policy from time to time. Changes will be posted on this page, and the “Last updated” date will be revised. We encourage you to review this Policy periodically.
Contact Us
For questions about this Shipping and Returns Policy or to initiate a return, please contact us:
- By email: [email protected]
- By visiting: veamar.com/contact