At SHEUNDERWATER, we take pride in providing our customers with an exceptional shopping experience, based on the quality of our products and reliable shipping service. Below, we present our Shipping Policy, which complies with all current regulations in e-commerce and ensures transparency in all our operations.
Our shipping service provider for managing shipments on our platform is PACKLINK PRO and CORREOS:
Shipping for Individuals:
For our valued individual customers, we offer the advantage of free shipping on orders over €50. This means that if your purchase reaches or exceeds this amount, we will cover the shipping costs. We want to ensure that you enjoy our eco-friendly products in the most convenient way, without any additional costs.
Shipping for Wholesalers:
We understand the importance of fast and efficient delivery for our wholesale customers. Therefore, we commit to processing orders within the first 24-48 business hours after confirmation. Once prepared, your order will be shipped within an additional 1 to 2 business days. Shipping will be free for orders over €100.
Shipping Cost Calculation:
The shipping cost will be accurately and transparently calculated on the final payment gateway screen. We collaborate with reputable transport companies such as SEUR, Correos, FedEx, and UPS to provide you with different shipping options. You can choose the transport company that best suits your needs and preferences.
Tracking Number:
To ensure the safety and peace of mind of our customers, all shipments will be accompanied by a tracking number. This way, you can track your package at all times and know its location during the delivery process.
For more detailed information about our sales and shipping policies, we invite you to consult our Sales Policy. You will find additional information about delivery times, special conditions, and any other questions you may have.
At SHEUNDERWATER, we strive to offer you a satisfying and hassle-free shopping experience. If you have any questions or need additional assistance regarding our shipments, our customer service team will be happy to help. We are committed to providing exceptional service and ensuring that you enjoy our eco-friendly products to the fullest.
What happens if I am not at the address I provided when the courier attempts to deliver the order?
After an initial delivery attempt, the carrier will leave a notice for you to contact them and arrange a new delivery date. This delivery can be made to the shipping address you provided or at one of the carrier’s offices. After another unsuccessful attempt, your order will be canceled, and we will refund the amount, deducting the return costs of the package.
What do I do if my order does not arrive?
Our shipments usually do not encounter issues in the issuance and receipt of orders. Before anything else, check your tracking number on the link we provide at the time of order shipment. Most of the time, we can access the same information as you once the order leaves our warehouses because occasionally there may be some inconvenience on the part of the delivery companies. If, after 7-10 business days from the confirmation of your order, you have not received it, contact us via email at matrioskana@gmail.com.
Transportation costs (both shipping and return) will be refunded only when NATURAL SUPPLIER is responsible for the return of the product (sending the wrong product).
In general, when it comes to returns of products purchased online, the shipping costs are borne by the buyer in case of withdrawal and by the company in case of non-compliance. In the specific case of NATURAL SUPPLIER, transportation costs (both shipping and return) will only be refunded if the cause of the product return is the supplier’s responsibility.
We appreciate your trust in SHEUNDERWATER and hope you enjoy a life full of well-being and harmony.
Sincerely,
SHEUNDERWATER