Discreet Packaging & Privacy

We understand that many customers value privacy when ordering personal items online. For this reason, all orders are prepared and shipped in discreet, unbranded packaging.

• Plain outer packaging
  Parcels are sent in plain boxes or padded envelopes without logos, graphics, or references to the type of products inside.

• Neutral sender information
  The return address on the label uses our legal business name only and does not mention the website or product categories.

• No product details on the outside
  Invoices, product names, or item descriptions are never printed on the exterior of the parcel. Any documentation that includes product details is placed inside the package.

• Billing privacy
  On your bank or card statement, charges will appear under our registered business name, not under a product category or website name.

• Data protection
  We treat all customer information in accordance with applicable data protection laws. Your personal details are used only for processing and delivering your order, and for support where necessary.

If you have specific concerns about privacy or packaging, you may contact us before placing your order and we will clarify how your shipment will appear.

1. Shipping Areas

We currently ship orders to:

• All regions within Spain (mainland and, where available, islands)

• Selected countries within the European Union

If your country is not available at checkout, it means we do not ship there at this time.

2. Processing Times

• Orders are typically processed within 1–2 business days after payment is confirmed.

• Orders placed on weekends or public holidays are processed on the next business day.

During peak periods (sales, holidays, promotions), processing times may be slightly longer.

3. Delivery Times & Methods

Delivery times are estimates and may vary depending on your location and courier performance.

• Spain (domestic):
  Estimated delivery: 24–72 hours after dispatch.

• European Union:
  Estimated delivery: 3–7 business days after dispatch.

Once your order has been shipped, you will receive a confirmation email with tracking information (where available).

4. Shipping Costs

Shipping costs are calculated at checkout based on:

• Destination (Spain vs. other EU country)

• Total order weight and/or value

• Selected shipping method (standard, express where available)

Any shipping promotions (such as free shipping above a certain order value) will be clearly indicated on the website and at checkout.

5. Order Tracking

When your order is dispatched:

• You will receive an email with a tracking number and a link to follow the shipment (where tracking is available).

• Tracking information may take several hours to update after the parcel is handed to the courier.

If you do not receive a shipping confirmation email within the expected processing time, please check your spam folder or contact us.

6. Customs, Duties & Import Regulations (EU)

For orders shipped within the EU:

• In most cases, orders move freely without additional customs duties under EU internal market rules.

• However, specific rules and checks may vary by country and by product category.

It is the customer’s responsibility to ensure that any items ordered comply with local laws and regulations of the destination country. We are not responsible for delays, seizures, or additional fees imposed by local authorities.

7. Incorrect or Incomplete Addresses

Please make sure your shipping address is complete and accurate before confirming your order.

• We are not responsible for parcels that are delayed or returned due to incorrect or incomplete addresses.

• If a parcel is returned to us due to address issues, we may charge additional shipping fees to resend it.

8. Lost or Delayed Shipments

While most shipments arrive on time, delays can occasionally occur due to courier issues, weather, or customs checks.

• A shipment is considered lost only after the courier has completed its internal investigation and confirms it cannot be located.

• If your order appears significantly delayed, contact us with your order number and tracking code so we can investigate with the courier.

We will assess each case individually and, where appropriate, may offer a replacement or other resolution in line with our policy and courier findings.

9. Damaged Parcels

If your parcel arrives visibly damaged:

1. Take clear photos of the external packaging and the contents.

2. Contact us within 48 hours of delivery, including your order number and photos.

We will review the case and may coordinate a claim with the courier. Any refunds or replacements are handled on a case-by-case basis.

10. Changes & Cancellations

Once an order has been processed and handed to the courier, we cannot change the delivery address or cancel the shipment.

• If you need to modify or cancel an order, contact us as soon as possible after placing it.

• We will do our best to help before the order is dispatched, but cannot guarantee changes after processing has started.

11. Contact

If you have any questions about shipping and delivery, or if you need help with a specific order, please contact us via:

• Email: info@trippyhaven.es