Shipping policy
Once your order has been shipped, it is in the hands of the postal service and beyond our control. We are not responsible for parcels that are lost, delayed, damaged, or stolen in transit after leaving the country of origin.
All orders are shipped via Ukrposhta, in partnership with national postal operators of the destination country. Tracking information will be provided upon shipment, allowing you to monitor your parcel’s status through the provided tracking link.
Refunds for Lost Shipments
We handle refunds for lost shipments under the following conditions:
-
Within the Country of Origin (Ukraine):
- If the parcel is lost or the tracking number does not work while the shipment is still in Ukraine, we will issue a full refund to the customer.
- To initiate the refund process, please contact us at universeapprl@gmail.com with your order number and tracking details.
-
Outside the Country of Origin:
- If the parcel has left Ukraine and is in transit or within the destination country, all claims must be directed to your local postal operator, as they are responsible for final delivery.
- We cannot issue refunds or replacements for parcels in transit outside of the country of origin.
Important Information
Lost or Stolen Parcels
If your tracking number indicates that the parcel has been delivered but you cannot locate it, please contact your local postal service directly for assistance. They will be better equipped to investigate and resolve the issue.
Customs Duties and Taxes
All parcels are sent as gifts to minimize the possibility of customs charges or additional fees. You should not be required to pay any additional costs upon receipt of your package. However, customs policies vary by country, and we cannot guarantee their actions.
Delivery Times
Delivery times depend on the destination country and the processing speed of the local postal service. Delays may occur due to customs inspections, holidays, or other unforeseen circumstances. Please allow additional time for delivery during peak seasons.