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Refund and Return Policy
We can ship to most European addresses, but please be sure to comply with your local legislation.
We respect national and international legislation. For that reason we cannot dispatch certain goods to a few countries. If your country is not listed underneath then we will fulfill your order. Nevertheless, we advise you to check whether what you want to order is legal in your country. It’s impossible for us to keep track of the changing legislation in every country.
France, UK and Belgium: only isopropyl based products can be dispatched
Restricted countries: Japan,
We DO NOT deliver to PO Boxes.
We have most products in stock. Occasionally an item is not in stock. You will be informed of this and the product will be marked as NOT IN STOCK. You can order the items but you’ll have to take into account a later delivery date of maximum 10 workdays. We do not deliver on Saturdays or Sundays or other official holidays.
If, for whatever reason, a product isn’t deliverable within 30 days, we will refund the full amount of that product.
As mentioned underneath the FAQ How to Order,after you have placed your order, we will check our inventory and then send you an email containing your order summary and the date we expect your merchandise to be packed and ready for shipment. Once your order is ready to leave our warehouse, we will send you an email confirming that it is ready to ship.
Here are the 6 shipping messages used on our web site.
- III.2.0 Immediate delivery for gift certicates
- Online Gift Certificates are sent automatically via email to the designated recipient´s address as soon as the transaction is complete.
- III.2. 1 Usually ships within 24 hours
- This shipping message is used for merchandise that is in stock in the warehouses.
- III.2.2 Usually ships within 1-2 business days
- We use this message to indicate that we will have the merchandise packed and ready for shipment to the customer within 1-2 business days of receiving the order. Business days are Monday through Friday, excluding holidays.
- III.2.3 usually ships within 2-3 days
- This shipping message is used for merchandise purchased from third-party suppliers that do not ship directly to customers on behalf of us.
This merchandise must first be delivered to a our fulfillment facility, and then shipped to our customers.
- III.2.4 Usually ships within 1-2 weeks
- We make a limited number of products available when they are on back order at third-party suppliers. In these cases, the product will be offered on the site with the 1-2 week shipping message.This shipping message is used is used for merchandise purchased from third-party suppliers that do not ship directly to customers on behalf of us. This merchandise must first be delivered to our fulfillment facility, and then shipped to our customers.
- III.2.5 Pre-order
- We allow customers to pre-order merchandise that has not yet been released by suppliers. The release date is provided by the supplier and indicates the date the product is scheduled to be available for shipment. Release dates are subject to change by the supplier; such date changes will be updated as we receive them.
III.3 How much do you charge for shipping?
- III.3.1 Flat fee for all European deliveries
- All EU deliveries cost 7.95 Euros as of 1 January 2009.
- III.3.1.2 Fee for non-European deliveries
- For deliveries outside the EU we charge 15 Euros.
Occasionally we offer 24 hours shipment at an additional cost. Please contact us to discuss this.
III.4 How do you ship and can I track my package?
Your order will be dispatched in a sturdy and neutral package via the European post; the bottles are protected against breakage. We guarantee the necessary discretion and will only use our official name, Latroya Ltd., on the parcel in order to guarantee confidentiality. You will be informed by e-mail when the parcel leaves our premises
Normally your order goes through six stages. Here are the 11 possible stages of an order. At each stage you’ll receive an e-mail with more information regarding the status. Stages 1, 2, 5, 7, 8 and 11 are the most prevalent. Your order only goes through the other stages if something goes wrong.
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1 order received
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2 waiting for payment (not packed up)
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4 cancelled (not paid on time)
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5 payment received (not packed up)
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6 goods in backorder
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7 ready to be dispatched (packed up)
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8 deposited in distribution centre (sent)
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9 order is missing (waiting period 30 days)
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10 lost in the post (second attempted delivery by registered mail)
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11 delivery confirmed
III.5 Standard Delivery times/ I did not receive my order at all
The shipping messages on our web site tell you how quickly products are expected to be ready to leave our warehouses. Please note that our shipping messages do NOT indicate when items will arrive at their final destination—only when items are expected to be packed and ready to leave our warehouse. We can only estimate the expected delivery time.
Normally the parcels will arrive within 10 workdays after the day of purchase. Most Belgian, French or Cypriotic deliveries paid by creditcard or paypal when possible are way faster mostly and are at your premises within 48 hours.
If upon ordering you decided to pay with your bank account, then we will only ship once this amount has been cleared into our account.
Also, if you ordered an out-of-stock item, you will be notified of the possible delivery date. In that case it can take up to 20 workdays.
Check also this FAQ-questions which might be helpfull:
I did not received my complete order
1.2 I did not receive my order at all
1.3 I want to track my package
Occasionally we waive the delivery fee. Offcourse whenever we have to split the order we do not charge you extra. In case of damaged products, we will send an undamaged specimen at no additional cost. . The shipping costs are at your expense. We will inform you of this via e-mail.
All items purchased from us are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier. In case of loss, the customer has aim his claim directly to the carrier without he can postpone, refuse or delay his payment to us.
If you share an unlockable mailbox within a building, we are not held responsible for eventual losses and thefts.
III.8 Customs declaration
For deliveries outside Europe, we are not responsible for problems with customs officials
Also check III.1 Where do we ship?
Refund and Return Policy
It\'s easy to return an item if you\'re not satisfied.
We will issue a refund to your original form of payment for items returned within 7 days of reception.
Items must be returned in their original condition; shrink-wrapped products must be unopened. Opened bottles will not be accepted for quality and hygienic reasons. Items that are opened or returned more than 7 days after delivery will not be refunded.
Your packing slip provides specific return instructions and addresses — please refer to it for details:
Latroya Ltd
95 Wilton Road Suite 3
London SW1V 1BZ
UNITED KINGDOM
If your return is shipped after the timeframes indicated above or without a packing slip, we regret that we cannot issue a refund or send the merchandise back to you.
Items that are returned in their original condition will be fully refunded except for the shipping charges.
We\'ll also pay the return shipping costs is the return is a result of our error (you received an incorrect or defective item, etc.)
You should expect to receive your refund within 30 days of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We\'ll notify you via e-mail of your refund once we\'ve received and processed the returned item. |
