Shipping policy
1.1 Where We Ship
FELTORA ships worldwide from our fulfilment centres. Our primary launch markets are listed below with expected delivery windows. We add new markets regularly — if yours is not listed, please contact us.
| Market | Standard Window · Expedited Option |
|---|---|
| United States (USA) | 6–10 business days · 3–5 business days |
| Canada | 7–12 business days · 4–6 business days |
| United Kingdom | 4–7 business days · 2–3 business days |
| Sweden / Norway / Denmark / Finland | 5–8 business days · 2–4 business days |
| Germany / Netherlands | 4–7 business days · 2–3 business days |
| Japan / South Korea | 7–12 business days · 4–6 business days |
| China | 10–16 business days · varies by partner |
| Rest of World | 10–20 business days · contact us |
These windows cover transit only. Processing takes 1–3 business days (longer during peak season: Oct–Dec). We will always give you a realistic estimate at checkout, not a best-case one.
1.2 Shipping Costs
Shipping costs are calculated at checkout based on order value, destination, and the service selected. We offer:
- Free standard shipping on orders above the threshold for your market (shown at checkout and on the cart page).
- Flat-rate standard shipping on smaller orders.
- Expedited and express options at an additional cost.
- Gift-set packaging is included in the shipping cost — your order arrives ready to give.
Shipping thresholds per market (set in local currency in Shopify Markets; update seasonally):
| Market | Free Shipping From |
|---|---|
| USA | USD $75 |
| UK | GBP £65 |
| EU (DE / NL / SE / NO / DK / FI) | EUR €70 / local equivalent |
| Canada | CAD $95 |
| Japan / Korea | JPY ¥8,500 / KRW ₩90,000 |
| Rest of World | As shown at checkout |
1.3 Duties, Taxes & Import Fees
FELTORA operates DDP (Delivered Duty Paid) for all markets where this is technically supported. This means:
- All applicable import duties and taxes are calculated and collected at checkout.
- You pay the total you see — there are no surprise charges at the door.
- We file the necessary customs documentation and work with our carrier partners to ensure smooth clearance.
Specific market notes:
| Market | Duty / Tax Handling |
|---|---|
| USA | DDP mandatory from Aug 2025. All duties collected at checkout. No de minimis exemption applies. |
| UK | UK VAT (20%) included in the checkout price. No separate import fee for orders under £135 (HMRC threshold). |
| EU (DE / NL / SE / NO / DK / FI) | EU VAT collected via IOSS at checkout for orders under the applicable threshold. Full DDP for higher-value orders. |
| Japan / Korea | DDP preferred. If a carrier partner requires DDU for a specific route, this is disclosed at checkout and the customer pays local customs. |
| Canada | GST/HST/QST collected at checkout. No surprise fees at delivery. |
| China | Duties and import procedures handled via our in-market partner. Details shown at checkout. |
Why this matters to us: surprise charges at the door cause packages to be refused, delayed, or returned. We would rather be transparent and absorb the administrative complexity than have a piece you're excited about sit in a customs depot.
1.4 Order Processing
Orders are processed Monday to Friday, excluding public holidays at our fulfilment location. Processing takes 1–3 business days in normal periods. During peak seasons (October to December, and the week before Easter), please allow 2–4 business days.
You will receive:
- An order confirmation email immediately after purchase.
- A dispatch confirmation with tracking details when your order leaves us.
- A delivery confirmation once the carrier marks it delivered.
1.5 Tracking
Every order ships with a tracking number. You can track your order from the link in your dispatch email, or by logging into your account on feltora.com. If you ordered as a guest, the tracking link is in your dispatch email.
Tracking may not update immediately after dispatch — allow 24 hours for the carrier's system to reflect the first scan.
1.6 Seasonal Shipping Cutoffs
We publish shipping cutoffs for each major holiday season. These are always honest estimates based on carrier commitments — we do not pad them artificially. The cutoffs appear on:
- The announcement bar on feltora.com
- The cart and checkout pages
- Order confirmation and reminder emails
We cannot guarantee delivery by a specific date once an order is in transit — carrier delays, especially during peak periods, are outside our control. If your order is a gift with a hard deadline, please order ahead of our stated cutoff.
1.7 Failed Delivery & Returned Parcels
If a delivery attempt fails and the parcel is returned to us:
- We will contact you within 5 business days of receiving the return.
- You may choose to have the order re-shipped (at a re-shipping fee) or refunded (minus original shipping costs).
- If the return was caused by an error on our part (wrong address label, carrier fault), we re-ship at no additional cost.
Please ensure the delivery address you provide is accurate and complete, including any apartment or suite numbers. We cannot be held responsible for non-delivery due to an incorrect address submitted at checkout.