Shipping & Delivery

1. General Information We deliver our handmade crochet toys to all countries of the European Union, as well as Switzerland and Liechtenstein. Our goal is to ensure your order reaches you as efficiently and quickly as possible. In accordance with EU Consumer Rights Directive 2011/83/EU, all delivery information is provided clearly before you complete your purchase.

2. Shipping Options We offer standard and express shipping on all orders. Shipping costs are calculated based on the weight of your order and your destination country and are displayed clearly at checkout before payment — in accordance with EU pricing transparency requirements.

3. Processing Time Orders are typically processed within 1 business day. During promotional periods or public holidays, processing may take slightly longer. You will be notified of any significant delays.

4. Delivery Times

• Standard shipping: 2-5 business days
• Express shipping: 1-3 business days

Please note that delivery times are estimates and may be affected by peak periods, weather conditions or other unforeseen circumstances outside our control. We will inform you promptly if a significant delay occurs.

5. Shipping Confirmation Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information. If you do not receive this within 2 business days of placing your order, please contact our customer service team.

6. Delivery Confirmation After successful delivery, you will receive a delivery confirmation email. If you do not receive this, please contact us at info@pintado-lacado.com

7. Delivery Address Please ensure your delivery address is correct and complete at the time of ordering. We cannot be held responsible for delays or failed deliveries resulting from incorrect or incomplete address information provided by you. Any additional costs incurred as a result will be your responsibility.

8. Delivery Restrictions We are currently unable to deliver to PO boxes, hotels or other temporary addresses. If you have a special delivery request, please contact our customer service team before placing your order.

9. Standard Shipping Costs by Country

*Switzerland and Liechtenstein are non-EU countries. Additional customs duties and import taxes may apply upon arrival. These charges are the responsibility of the recipient. We have no control over these fees and cannot predict their amount.

Express shipping is available at an additional charge, displayed at checkout.

10. Returns and Refunds You may return your order within 14 days of receipt. Full details are available in our Return and Refund Policy. Our return address is:

Kim.Love s.r.o. Zeleznicaru 1090 Kladno 272 01 Czech Republic

11. International Customs and Import Taxes For deliveries outside the EU (Switzerland, Liechtenstein), customs duties and import taxes may apply. These are levied by the destination country and are the sole responsibility of the recipient. We are unable to predict or influence these charges. Delays caused by customs clearance are outside our control.

12. Failed Deliveries If a package cannot be delivered due to an incorrect address or refusal of delivery, it will be returned to us. Any costs associated with redelivery will be charged to you. We will contact you to arrange redelivery or issue a refund minus any return shipping costs incurred.

13. Damaged Deliveries If your order arrives damaged, please contact us immediately at info@pintado-lacado.com with photographic evidence. We will arrange a replacement or full refund in accordance with EU Directive 2019/771. Please retain all packaging until the matter is resolved.

14. Missing or Incorrect Items If any items are missing from your order or you have received incorrect items, please contact our customer service team within 14 days of receipt. We will resolve the issue promptly at no cost to you.

15. Signature Upon Delivery Certain orders may require a signature upon delivery. If you are not available at the time of delivery, a notification will be left with instructions for arranging redelivery or collection.

16. Multiple Delivery Addresses Orders cannot currently be split across multiple delivery addresses. Please place separate orders for different delivery addresses.

17. Force Majeure We shall not be liable for delivery delays caused by circumstances beyond our reasonable control, including but not limited to natural disasters, extreme weather, strikes or disruptions to carrier services. We will notify you promptly in the event of such delays and work to find the fastest possible resolution.

18. Delivery Carriers We work with a number of trusted delivery carriers. You will receive tracking information by email once your order has been dispatched.

19. Acceptance of Terms By placing an order with us, you confirm that you have read and accepted these Shipping and Delivery Terms. Any changes to this policy will be published on our website with reasonable advance notice.

If you have any questions about shipping or delivery, please contact us a info@pintado-lacado.com - we are available Monday to Friday and will respond within 24 hours.