Shipping policy
Shipping Policy
Order processing
Orders are processed and dispatched from Zagreb, Croatia within 1–3 business days of payment. Orders placed on weekends or public holidays are processed on the next business day. You'll receive a confirmation email when your order ships.
Where we ship
We ship throughout the European Union. Orders are sent from Croatia, so deliveries within the EU move as domestic EU shipments with no additional customs formalities for the customer.
Shipping rates
Shipping costs are calculated based on destination and displayed at checkout before you pay. Any original shipping charges paid are non-refundable (see our Refund Policy).
Delivery estimates
Once dispatched, estimated delivery times are:
- Croatia: 2–4 business days
- Rest of the EU: 3–5 business days
These are estimates from our carrier, not guarantees; transit times can vary with customs, weather, and carrier volume.
Tracking
A tracking number is included in your shipping confirmation email so you can follow your parcel.
Lost, delayed, or damaged shipments
If your order hasn't arrived within the estimated window and an additional buffer of 5 business days, contact us at info@moissaniteshop.eu and we'll help trace it. If an item arrives damaged, please follow the "Damages and issues" steps in our Refund Policy — inspect on arrival and contact us immediately so we can make it right.
Incorrect shipping address
Please double-check your address at checkout. We can't be responsible for orders sent to an address you entered incorrectly; if you spot a mistake, email us right away and we'll correct it if the order hasn't shipped.
Contact
Questions about shipping? Email info@moissaniteshop.eu. Our registered address is Noktris, obrt za računalno programiranje i trgovinu, Šarengradska 7a, 10000 Zagreb, Croatia.