Delivery and returns

Delivery terms

We aim to provide fast and reliable delivery for all customers. Usually the order is shipped the same or the next day after you place it. 
Delivery is carried out by independent shipping partners once the order has been dispatched. We collaborate with trusted and cost-efficient shipping partners across Europe, ensuring your order is delivered by the best carrier based on delivery destination, time and price. 
If you have special requirements related to your delivery, you can contact us by e-mail at support@rawpowders.com and we will assist you where possible. If you are interested in purchasing products on wholesale terms, please contact us by email at justina@rawpowders.com 

Delivery time and price

If your order is placed before 11:00 am, the shipment will be made on the same day. Shipping within the European Union usually takes 2–7 working days via tracked standard delivery. Shipping outside the European Union usually takes 7–30 working days. Please provide us with your valid contact information – mobile phone number and email address. You will get a notification of the expected time of delivery via contacts you provided. Delivery times are estimates and may vary due to factors beyond our control, for which we assume no liability. 
Shipping costs differ depending on location (from €8.99 to €29.99). We offer free shipping to EU countries for orders over €75. No fixed weight limit applies; however, shipping conditions may vary depending on carrier restrictions. Delivery is considered completed when the tracking information shows the parcel as delivered.

Customs, Taxes & Import Regulations

Orders shipped outside the European Union may be subject to additional import taxes and customs duties, which are the responsibility of the recipient. Please note that in some countries certain restrictions may apply, and the import of specific products may be prohibited. We recommend that you check the applicable import regulations in your country before placing an order. If a product is prohibited in your country or region, it may be returned to us, confiscated, or held by customs authorities. In such cases, there is a risk that you will not receive your order. If the package is returned to us, we will refund the amount paid for the products. Please note that this process may take 6–10 weeks, and shipping costs are non-refundable. Customs authorities may inspect and detain shipments for as long as they consider necessary. We have no control over customs procedures and are not responsible for actions taken by customs authorities.

Other terms

Please make sure all order details, especially the delivery address, are correct before completing your order. If your provided address is incorrect, the package may be returned to us. You will need to contact us at support@rawpowders.com and provide the correct delivery details. If a parcel is not collected and returned to us, re-shipping costs may apply.

If you haven't received the parcel within the expected time, you can use the tracking number to check its location. If your parcel cannot be located using the tracking number, please contact us and provide your tracking details. We will do our best to resolve the issue by contacting the postal service. Please note that this process may take a few days.

Return policy

If you are not satisfied with your purchase, you may return eligible items in accordance with the conditions below.  To return or exchange goods, the Customer must complete the return/exchange form and send it by email to support@rawpowders.com. Remember that you can return our product within 14 working days after your shipment is delivered to you.

Goods may be returned only if they meet the following requirements:
a) have not been opened;
b) have not been damaged;
c) retain their original properties;
d) have not lost their commercial appearance.

The Customer is responsible for the direct costs of returning or exchanging goods, except where the product is defective or faulty. If you notice that the product has defects, please inform us by email at support@rawpowders.com and attach photos of the product(s). The Customer is responsible for arranging delivery of the shipment to the Seller. All necessary delivery details are provided in the return/exchange form. If you don’t provide this information to us, we will not be able to process your return and refund your money. The risk of damage to returned or exchanged goods during transportation lies with the Customer.

Your money will be refunded in 14 working days from the moment we receive and confirm the returned goods. Refunds will always be made to the same bank account from which you had made the payment. In case the product purchased by the Buyer has defects, the Buyer may submit a claim within 14 business days of receiving the product.

We kindly ask that the shipment is packed securely. Please also ensure that our goods do not have any postage labels or other shipping marks. Any products with damaged or opened packages are strictly not returnable. If damaged or opened packages will be sent back to us, no refund will be issued.