Shipping policy

Shipping Policy

Trade name: Bortvek Phone number: +33388323022 Email: sales@bortvek.store Physical address: 5 Rue d'Obernai, 67000 Strasbourg, France Effective Date: September 2026

1. Order Processing & Pre-Shipping Verification

All orders placed on the official Bortvek website will enter standard processing within 1 to 3 business days after successful payment confirmation. Business days are defined as Monday to Friday, excluding French national public holidays, weekend days, and official seasonal closure periods announced by the store.

Orders submitted after daily business cutoff time, on weekends or holidays will be processed on the next available working day. Bortvek reserves the right to conduct internal order verification before shipment, including payment validation, address confirmation, order consistency check, and anti-fraud review. In case of abnormal order data, inconsistent payment information, incomplete delivery address, suspected risky transactions or stock discrepancies, our team will contact the customer via email for confirmation. Order processing will be paused until valid customer reply is received.

Customers are fully responsible for providing accurate, complete and deliverable shipping information, including street number, building name, floor, apartment number, access code and recipient contact number. Bortvek shall not be liable for delivery failure, return-to-sender, lost parcels or additional logistics fees caused by incorrect, incomplete or invalid address information provided by the customer. Once the parcel has been dispatched, address modification is not guaranteed.

2. Shipping Coverage & Delivery Timeframes

Bortvek provides shipping services to Metropolitan France, Corsica, all European Union member states and selected international regions. All delivery times listed below are estimated reference times and not legally guaranteed delivery deadlines. Delivery delays may occur due to carrier peak season congestion, customs inspection, extreme weather, logistics strikes, public holidays, airline suspension and other uncontrollable factors.

Metropolitan France: 2–5 business days after dispatch
Corsica & French Overseas Territories: 4–8 business days after dispatch
European Union Countries: 5–12 business days after dispatch
International Non-EU Regions: 8–18 business days after dispatch

3. Shipping Fees & Free Shipping Rules

Shipping fees are dynamically calculated during checkout based on destination country, parcel weight, dimensional volume and selected shipping method. All shipping costs are fully displayed before payment, with no hidden charges after order confirmation.

Bortvek may offer free standard shipping promotions for orders reaching a minimum cart threshold as displayed on the website. Free shipping only applies to standard delivery service. If customers upgrade to expedited or express shipping, additional express fees will still apply even if the order qualifies for free standard shipping. We reserve the right to adjust shipping rates and free shipping conditions at any time according to logistics cost fluctuations without prior notice.

4. Parcel Dispatch & Real-Time Tracking

Once your order is packed, inspected and dispatched from our warehouse, a shipping confirmation email containing your unique tracking number and official tracking link will be automatically sent to your registered email address.

Tracking information may require 24–48 hours to synchronize and update on the carrier system after label generation. This is normal carrier data delay and does not mean your parcel is not in transit. If you do not receive the dispatch email within 3 working days after payment, please check your spam folder first, or contact our customer service for manual tracking inquiry.

5. Customs, Duties & Cross-Border Tax Liability

For all parcels shipped outside Metropolitan France, including EU cross-border and international shipments, any applicable local import VAT, customs duties, clearance fees, administrative charges and border taxes are fully borne by the customer.

Bortvek does not control local customs policies, cannot predict customs detention, inspection delays or additional charges, and shall not be responsible for any customer-incurred cross-border fees. If a parcel is detained, refused, abandoned or returned due to unpaid duties, invalid import information or local import restrictions, the original outbound shipping cost, return shipping cost and customs penalty fees will be deducted from the final refund amount.

6. Damaged, Defective, Missing & Lost Parcel Claims

Customers must inspect parcels immediately upon delivery.

Damaged packaging or damaged items: Customers must submit a formal claim with clear photos of outer packaging, shipping box, packing materials and damaged products within 48 hours after delivery. Valid evidence is required for replacement or refund application.
Missing items: Unboxing photos or unboxing videos must be provided within 48 hours for verification.
Lost parcel investigation: If the tracking status stops updating or the carrier confirms parcel loss, we will initiate official carrier investigation. The investigation process usually takes 7–15 business days. Refund or reshipment will only be processed after the carrier officially confirms loss.

For high-value orders, signature confirmation may be required. If customers waive signature confirmation, Bortvek is not liable for parcels marked “delivered” by the carrier but not received by the customer.

7. Address Modification & Order Adjustment

Before parcel dispatch, customers may apply for address modification via official email. Once the parcel is picked up by the logistics carrier, address changes, rerouting and order adjustment are no longer guaranteed. If rerouting is available, all extra rerouting fees shall be borne by the customer.

8. Failed Delivery, Redelivery & Return to Warehouse

If the courier fails to deliver due to recipient absence, inaccessible address, refusal to receive or invalid contact information, the carrier will attempt redelivery according to local logistics rules. After multiple unsuccessful delivery attempts, the parcel will be returned to our Strasbourg warehouse. In such cases, the original shipping cost and return logistics fees will be deducted from your refund. If you still wish to receive the goods, you will need to place a new order and pay shipping fees again.

9. Return Shipping Regulations

For returns caused by manufacturing defects, shipping damage or our incorrect shipment, Bortvek will bear the return shipping cost. For customer-initiated unconditional returns or personal reason returns, return shipping fees are fully borne by the customer. All returned items must be shipped via trackable postal or courier service with valid tracking number retained. We strongly recommend shipping insurance for high-value goods. Refunds will only be processed after our warehouse receives, inspects and verifies the returned products.

10. Force Majeure & Policy Updates

Bortvek relies entirely on third-party professional logistics carriers for transportation and delivery services. We are not liable for shipment delays, parcel damage, loss or service interruption caused by factors beyond our reasonable control, including natural disasters, extreme weather, carrier strikes, traffic suspension, port closure, customs hold, government policy changes, public health emergencies and force majeure events.

We reserve the right to update, revise and supplement this Shipping Policy to adapt to business adjustments and regulatory updates. Updated terms take effect immediately after website publication. Continued shopping and order placement after policy updates constitutes automatic acceptance of the latest shipping rules.