RD buugeng ships all Orders from the Czech Republic, within the European Union. We contract third-party courier providers to deliver your Order, selected by you at checkout. We offer various shipping methods, including standard and express delivery.
Production and dispatch time: The production and dispatch time is shown on each product page and forms part of your Order. Pre-order items show an estimated time. If we cannot dispatch within the stated time, we will let you know and you may cancel the Order for a full refund.
Delivery times: While we strive to meet targeted delivery times, please note that they may vary based on your location. As we do not directly control all parts of the delivery chain, we cannot guarantee that your item will always arrive within the targeted delivery times.
Tracking information: Customers will receive tracking information once their Order has been dispatched, allowing you to monitor your shipment’s progress.
International shipping: RD buugeng ships from the Czech Republic (EU). If you are ordering from outside the European Union, including the UK, USA, Canada, Australia and other non-EU countries, your Order may be subject to customs fees, import duties or local taxes upon arrival. These charges are set by your country’s customs authority and are entirely outside our control. They are the responsibility of the Customer and are not included in your Order total or shipping cost. We recommend checking with your local customs office before ordering so there are no surprises on delivery. Customs and handling charges that arise on a return shipment are also borne by the Customer, as described in Section 15.2.
Failed delivery and customs clearance:
- You are responsible for providing a complete and accurate delivery address, including the recipient’s full name, and for being reachable by the courier during delivery. The recipient’s name must be visible at the delivery address (on the mailbox, doorbell or building entry). Couriers may refuse to deliver if the name on the parcel cannot be matched, so if you are shipping to someone else’s address, enter their name as the recipient.
- For Orders shipped outside the EU, completing import customs clearance is a step only you as the recipient can do. The courier or customs authority may contact you directly to request information, documents or payment of import charges. Please respond to these requests promptly. Couriers set strict deadlines, after which the parcel is returned or disposed of.
- If your parcel cannot be delivered because of an incomplete or incorrect address, refusal of delivery or failure to complete customs clearance, and the parcel is returned to us, we will contact you with two options: reshipment (you cover the return fee charged to us, the new shipping cost, and possibly a second customs fee, as the parcel goes through import clearance again) or a refund of the product price minus the original shipping cost, the return fee, and any import charges from the original shipment billed to us by the courier.
- Because couriers can bill these charges several months after the return, the refund is processed once all return-related charges are confirmed, and no later than 6 months after the parcel is returned to us. If the total deductions equal or exceed the product price, no refund will be due. If you already paid the import charges yourself, send us valid proof of payment and they will not be deducted. Before you choose, we will send you a calculation of the expected refund so you can make an informed decision.
- If the parcel is disposed of or destroyed by the courier or customs authority because clearance was not completed, we are unable to provide a refund. We will always notify you and give you the opportunity to resolve the situation before this happens.
A refused or undeliverable parcel is not a return under Section 15.2.
Insurance: Every Order shipped by RD buugeng is fully insured against loss or damage during transit. If your Order is lost or damaged by the courier, we file and handle the claim with the courier and send you a replacement or, if the Product is no longer available, a full refund. To file the claim we need a few things from you: report the loss or damage to shop@rdbuugeng.com immediately after delivery or after the expected delivery date has passed, send photos of the outer packaging, the inner packaging and the damaged Product, and keep all packaging until the claim is closed. The courier may also ask you for a short written statement or to inspect the parcel. Without this evidence the courier will reject the claim, which delays your replacement. This insurance does not cover parcels returned, disposed of or destroyed due to an incorrect address, refused delivery or incomplete customs clearance, as described above.
