Shipping policy
Shipping Policy
Delivery Coverage
We deliver to the following European countries:
- Benelux: Belgium, Netherlands, Luxembourg
- Western Europe: France (Metropolitan), Germany, Austria
- Northern Europe: Denmark
- Southern Europe: Italy, Spain
We ship to physical addresses only. PO Boxes and military addresses are not supported.
Shipping Costs
| Order Value | Shipping Cost |
|---|---|
| Under €69.00 | €4.99 |
| €69.00 and above | FREE |
Processing and Delivery Time
Processing Time: 1-3 business days
Your order is prepared and packed at our warehouse before shipment begins.
Delivery Time: 2-4 business days (after shipment)
Actual delivery time depends on your location and the carrier.
Total Time: Typically 3-7 business days from order to delivery
Note: Delivery times may be extended during peak shopping periods (Black Friday, Christmas, sales events) and when our logistics center is closed for holidays.
Order Tracking
Order Confirmation Email: Sent immediately after your payment is confirmed, containing your order number and estimated delivery timeframe.
Shipping Confirmation Email: Sent when your order leaves our warehouse, including:
- Tracking number
- Link to track your package in real-time
- Estimated delivery date
You can track your package on the carrier's website using the tracking number provided. Tracking information may take 24 hours to become active.
Modify or Cancel an Order
Before Shipment:
- Contact us at ecommerce@cerruti.com within 2 hours of placing your order
- We can modify your delivery address, add/remove items, or cancel your order
- Once a shipping label is created, modifications are no longer possible
After Shipment:
- Orders cannot be modified once shipped
- You may refuse delivery or return items using our 30-day free return policy
Incorrect Address: If you provided an incorrect shipping address, contact support@cerruti.com immediately so we can attempt to correct the shipping information with the carrier. We cannot guarantee address changes after shipment.
Shipping Methods and Carriers
We use trusted carriers including:
- DPD
- Colissimo
- Amazon Logistics (for select orders)
- Other local carriers as appropriate
Deliveries are made Monday to Friday during standard business hours to the address you provided at checkout. Signature may be required upon delivery.
Failed Delivery Attempts
If the carrier cannot deliver your package:
- A delivery notice will be left in your mailbox
- Your package will be held at a local pickup point or post office for 14 days
- After 14 days, the package will be returned to us
- Return shipping costs (€4.99) will be deducted from your refund if the failed delivery was due to incorrect address information or your unavailability
Damaged or Lost Packages
Damaged in Transit
If your package arrives visibly damaged:
- Note the damage on the carrier's delivery receipt
- Take photos of the damaged packaging and product
- Contact us immediately at support@loxor.io within 48 hours
We will arrange for a replacement or full refund at no cost to you.
Lost Packages
If your tracking shows "delivered" but you haven't received your package:
- Check with neighbors or building management
- Verify the delivery address in your order confirmation
- Contact us at ecommerce@cerruti.com within 5 business days
We will investigate with the carrier and provide a replacement or refund if the package cannot be located.
Incorrect or Incomplete Orders
If you receive the wrong item or your order is incomplete:
- Contact ecommerce@cerruti.com within 48 hours of delivery
- Provide your order number and photos of the received items
- We will arrange return shipping (at our expense) and send the correct items or provide a refund
Multiple Item Orders
Orders with multiple items will be consolidated and shipped together in a single package whenever possible. If an item is out of stock:
- It will not appear on your invoice
- You will be automatically refunded for that item
- The rest of your order will ship as planned
Customs and Import Duties
Good news! All our delivery countries are within the European Union or follow EU customs regulations. This means:
- ✅ No customs duties
- ✅ No import fees
- ✅ No surprise charges at delivery
All prices shown include VAT for your country (calculated automatically at checkout using the EU One-Stop Shop system).
Need Help?
For questions about your shipment or delivery:
Email: ecommerce@cerruti.com
Response Time: Within 48 hours (business days)
Customer Service Hours: Monday-Friday, 9:00 AM - 5:00 PM (CET)