Shipping policy

Shipping and Delivery Policy

Effective date: 24.03.2026

This Shipping and Delivery Policy explains how SleemPlate S.R.L. processes, ships, and delivers orders placed through its online store.

SleemPlate S.R.L.
Strada Emil Monția 28, 310242 Arad, Romania
Trade Registry No. J2024038696004
VAT / CUI RO50844537
Email: contact@sleemplate.com
Phone: +40 737 573 174

1. Where we ship

We currently ship to the destinations shown at checkout at the time of your order.

Our shipping coverage may change from time to time due to carrier availability, operational changes, customs restrictions, cost changes, or other business and logistics reasons. The countries shown at checkout at the time of purchase are the destinations currently available for that order.

2. Order processing time

Orders are usually processed within 1 to 2 business days after the order is placed and payment or order verification is completed.

Business days do not include weekends or public holidays.

Processing may take longer during high-volume periods, stock checks, fraud or order review, promotional periods, public holidays, weather disruption, or other operational circumstances outside our normal workflow.

If we cannot process your order within a reasonable time, we may contact you using the details provided with your order.

3. Delivery estimates

Estimated delivery time usually ranges between 1 and 7 business days after dispatch, depending on the destination country, courier service, route, and local delivery conditions.

Delivery times shown on the store, at checkout, in emails, or in shipping updates are estimates only, unless we expressly state in writing that a particular delivery service is guaranteed.

Consumer law requires traders to provide clear pre-contract information about delivery arrangements and the date or time by which the trader undertakes to deliver the goods.

4. Carriers

We may use carriers such as GLS, DPD, DHL, or other equivalent carriers or logistics partners.

Carrier choice may change without prior notice, including after you place an order, if we reasonably believe another carrier, route, or service level is more suitable for the destination, operational conditions, or fulfillment needs.

5. Shipping costs

Shipping costs, where applicable, are shown during checkout before you complete payment.

Where extra charges cannot reasonably be calculated in advance, traders must inform consumers that such additional charges may be payable.

For destinations outside the European Union (EU), customs duties, import taxes, clearance fees, brokerage charges, or similar import-related costs are the customer’s responsibility unless the checkout expressly states that we will prepay them.

6. Address accuracy and delivery responsibility

Please make sure that your shipping address, contact details, and any delivery instructions are accurate and complete.

We are not responsible for delays, failed deliveries, or extra charges caused by:

an incorrect or incomplete address,
an incorrect phone number or email address,
failure to respond to courier contact attempts,
failure to collect the parcel from a pickup point,
or failure to complete any required customs or import step.

If a parcel is delayed because the customer needs to provide information, complete customs formalities, or respond to a courier, that delay is outside our direct control.

7. Tracking

Where tracking is available for your shipment, we will normally provide tracking details after dispatch.

Tracking events are generated by the relevant carrier or logistics provider. We are not responsible for delays in carrier scans, temporary tracking gaps, or courier-system errors, although we will try to assist where reasonably possible.

8. Split shipments

Where reasonably necessary for fulfillment, stock availability, packaging, or carrier reasons, we may ship an order in one or more parcels.

If we split a shipment at our own initiative, we will not charge additional shipping costs beyond those disclosed at checkout unless we clearly agreed otherwise with you in advance.

9. Customs, import, and cross-border deliveries

For orders shipped outside the EU, the customer is responsible for complying with local import requirements, paying any applicable customs duties, taxes, fees, and charges, and providing any information required for customs clearance or delivery release, unless we expressly state otherwise at checkout.

Customs inspections, border processing, local delivery conditions, and import-clearance delays are outside our direct control and may affect delivery timing.

We do not guarantee that a product, package format, labeling format, or imported use case will satisfy the local import, road-use, or regulatory expectations of every non-EU jurisdiction. Customers are responsible for checking local requirements before ordering.

10. Refused, unclaimed, undeliverable, or returned-to-sender parcels

If a parcel is:

refused by the recipient,
not collected in time,
undeliverable because of incorrect or incomplete delivery information,
returned because the customer did not respond to delivery or customs requests,
or returned because customs duties, taxes, or import charges were not paid,

we may process any refund only after the parcel is returned to us or the carrier confirms final non-delivery.

Where the law allows, we may deduct direct unrecoverable costs from any refund, including:

outbound shipping costs,
return shipping costs,
customs charges,
storage or handling charges,
cash on delivery handling costs,
and other direct carrier or import-related costs we cannot recover.

This clause does not limit any mandatory consumer rights that apply under law.

11. Loss, damage, and transfer of risk

If your parcel appears damaged on delivery, please take photos where possible and contact us as soon as reasonably possible at contact@sleemplate.com.

If you receive the wrong item, or if an item appears damaged in transit, contact us promptly with your order number and clear photos or videos where possible.

Under Romanian and EU consumer rules, where the trader dispatches goods to the consumer, the risk of loss or damage generally passes to the consumer when the consumer, or a third party indicated by the consumer other than the carrier, physically receives the goods.

Transit-damage and wrong-item issues are handled under our Warranty and Defective Goods Policy and Return, Refund, and Cancellation Policy, as applicable.

12. Delays outside our reasonable control

We are not liable for shipping or delivery delays caused by events outside our reasonable control, including severe weather, customs disruption, transport failures, strikes, public authority action, war, sanctions, cyber incidents affecting carriers or platforms, or other force majeure type events.

If a serious disruption affects your order materially, we will try to inform you and support a reasonable next step where possible.