Shipping policy

Shipping Policy

We aim to process and ship orders within 1 to 3 business days. The estimated shipping time is usually around 5 to 9 business days, depending on the delivery address. The total delivery time consists of processing time plus shipping time.

Please note that delivery times are estimates. External factors such as high demand, holidays, carrier delays, customs clearance, or local logistics may cause variations. In the event of delays, we appreciate your patience and understanding.

We provide tracking information for orders so that you can follow your package. Please note that after shipment, it may take 2 to 5 days for the tracking information to update in the system.

Our products may be stored and shipped directly by our manufacturers or logistics partners in Asia or Europe. To provide efficient fulfilment and competitive shipping conditions, we work with external manufacturers, fulfilment partners, and shipping carriers.

Shipping Costs and Free Shipping

We may offer free shipping based on factors such as selected products, promotional periods, or a minimum order value. The minimum order value for free shipping may change.

Available shipping options and any applicable shipping costs are shown during checkout and may vary depending on the following factors:

• destination country,
• selected shipping method,
• package size and weight,
• active promotions or minimum order values.

If additional charges such as VAT, customs duties, import taxes, or local handling fees apply to your order, these will be communicated where possible during checkout or by the relevant carrier or authority. Such charges may vary depending on the delivery country and applicable regulations.

Responsibility for the Delivery Address

Orders are shipped to the address provided during checkout. It is your responsibility to ensure that the delivery details entered are accurate and complete.

Please check the following information carefully before completing your order:

• full recipient name,
• street, house number, apartment number, or any additional address details if required,
• correct postal code and city,
• correct country,
• phone number or additional delivery instructions, if required.

Incorrect or Incomplete Address

If an order cannot be delivered properly due to an incorrect or incomplete address, please contact us as soon as possible at info@sentis.club.

If the order has not yet been shipped, we will try to correct the address. Once an order has been shipped, address changes may no longer be possible.

If additional costs arise due to an incorrect or incomplete address, for example for redelivery, rerouting, or reshipping, these costs may be borne by the customer to the extent permitted by law.

If a package cannot be delivered or is returned to us, our manufacturer, or our logistics partner for one of the following reasons, the customer must contact us to clarify the next steps:

• incorrect or incomplete address,
• package not collected from a post office or pickup point,
• failed delivery attempts,
• unpaid fees, taxes, or duties where these are lawfully payable by the customer,
• other circumstances preventing successful delivery.

Any additional shipping costs for reshipping are borne by the customer if the failed delivery was caused by an incorrect or incomplete address or by another circumstance attributable to the customer.

This does not limit your statutory rights, including your statutory right of withdrawal or your statutory legal guarantee rights.

Uncollected or Refused Packages

If a package is not collected or delivery is refused, please contact us at info@sentis.club so that we can review the case and inform you of the next steps.

If a package is returned due to non-collection, refused delivery, or incorrect delivery details, additional shipping or handling costs may apply to the extent permitted by law.

If you are a consumer in the European Union and wish to exercise your statutory right of withdrawal, the withdrawal must be clearly declared. Simply refusing delivery or failing to collect a package does not necessarily replace a clear withdrawal statement. You can declare your withdrawal by email at info@sentis.club or through our online withdrawal function “Withdraw from contract”.

Orders Already Shipped and Withdrawal

If your order has already been shipped, it may no longer be possible to stop the delivery. If you wish to withdraw from the contract while the order is already in transit, please inform us of your withdrawal and wait for our further instructions.

If the package is still delivered, please do not use the goods and return them according to the return instructions we provide.

The direct cost of returning the goods is borne by the customer, unless we expressly tell you otherwise. Further information can be found in our Return and Refund Policy.

We may withhold reimbursement until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever is earlier.

Please do not send the goods to the sender address shown on the package unless we have expressly confirmed that address as the return address. Returns sent to unconfirmed addresses may not be reliably identified or processed.

Damaged, Lost, or Problematic Shipments

Please inspect your order as soon as you receive it. If your package arrives damaged, items are missing, or you receive the wrong item, please contact us as soon as possible at info@sentis.club.

Where possible, please send us your order number, a short description of the issue, and suitable photos of the package or item. We will review the case and offer an appropriate solution.

For defective, damaged, or incorrectly delivered items, your statutory legal guarantee rights apply. This Shipping Policy does not limit those rights.

Address Changes

Address change requests can only be considered before shipment. Once an order has been shipped, changes may no longer be possible.

If you need to change an address, please contact us as soon as possible at info@sentis.club and provide your order number and the correct delivery address.

Contact

If you have any questions about shipping, tracking, delivery delays, or delivery issues, please contact us at info@sentis.club.