PRICES:

All prices listed on our website include VAT.

RESPONSIBILITY:

Lumi E-Commerce AB is not responsible for any delays or errors that may occur due to circumstances beyond our control. These circumstances may include, but are not limited to, fires, wars, government decisions, natural disasters, customs checks, supplier issues, or high seasons such as Christmas when delivery times may be affected due to increased logistics activity.

ORDERING:

After you place your order, you will receive a confirmation email with all the details of your purchase, including the product, price, billing and shipping address.

CUSTOM FEES:

Lumi E-Commerce AB does not cover customs fees that may be incurred when importing goods into your country. It is the responsibility of the customer to pay any customs fees or taxes that may be required upon delivery.

STANDARD DELIVERY:
(PostNord, Deutsche Post DP, Bring)

Shipping all orders in 24-48 business hours.

Shipment tracking ID will be provided after your product(s) is dispatched.

We offer 2 delivery options:
Standard – price calculated by your location.
DHL Express – price calculated by your location.

With our standard shipping service, we provide you with a tracked service until your order reaches the destination country. After that, the package is handled by your local post service. You can also track your shipment on your country’s national post website for more details or contact them if you cannot find a pick-up location. If your order doesn’t show any movement for a few days after it arrives in the destination country, please contact us immediately.

It is very important that the shipping address provided is correct, including the full name, street, house number, state, postcode, and local phone number. The address cannot be a commercial facility, such as a workplace, business office, or hotel, as the company name does not appear on the shipping label and we do not deliver to these locations with standard shipping. Only DHL Express delivers to commercial facilities, workplaces, and hotels.

Please note that delays may occur during high seasons such as Christmas and black weekends due to increased logistics activity.

It is also important to note that the local post service may not contact you if they cannot find the mailbox or if the address is incorrect. Please note that in certain circumstances, your local post office may require additional information from you to complete the delivery of your package, and it is your responsibility to reach out to them in a timely manner to provide any necessary details. If you choose our free delivery option, please note that in the rare event that your order arrives damaged or the package is empty, it is your responsibility to contact your local post office and initiate an investigation. We are not responsible for any damages or losses that occur during shipping, and we will not be able to provide refunds or replacements unless we receive confirmation from the post office that the issue was caused by a shipping error. We encourage you to inspect your package upon delivery and report any issues to us and the post office as soon as possible. If you are unsure of your national postal service in your country, you can find a list of national postal services here. List of national postal services

Standard delivery time:

Depending on your location delivery time may vary:

Sweden 1-3 business days

Europe 4-10 business days

USA and Canada business 7-14 days

Rest of world 14-20 business days.

When choosing standard shipping we can’t guarantee the delivery time. Some of the orders on standard shipping can get delayed and we are not taking responsibility for what is beyond our company so be aware if delivery gets delayed. Shortly, You will get your order, but sometimes it happens that it’s a bit delayed. We don’t have an estimated delivery time for the Standard delivery option. 

DHL EXPRESS and MyPack Home

Shipping all orders in 24-48 business hours

DHL Express delivery time 2-6 business days worldwide.

Choosing DHL Express you will get a premium and reliable shipping service and your package will be on time. You will be notified when you can pick up or choose several delivery options how to collect your item.
Free DHL Express shipping service for orders over 200€.

Once the customer choses the option DHL Express he gets a reliable service that his delivery wont be lost. If DHL Express are not able to deliver to the address provided by the customer, they will contact the customer. If  the customer doesn’t answer they will in turn contact us. The delivery will be dropped at the nearest pickup point. If the customer doesn’t pick up the delivery 7 days after we’ve contacted them, the delivery will be destroyed and we are not able to refund the customer. Its not our responsibility to track every single order. DHL Express doesn’t return the delivery to us, since we’d have to cover extra costs like shipping, customs & import. 

IMPORTANT:

In case your product(s) is not delivered due to an incorrect or invalid address, we will not be able to process any claims. However, we will notify you if it is returned to us.

Due to the geo-political situation in Europe, deliveries might be slightly delayed.

All ARK Drops orders are shipped out from our warehouse which is located in Gothenburg, Sweden.

We do not cover custom/import fees. Every country has different government regulations about customs. WE can not track it, so the customer is responsible for all import cost. 

Be sure to write in the correct delivery information. If the order is sent to the wrong address, it is your responsibility to pay for a new shipping. Should there be a delay in delivery and we have not notified you, then you should contact customer service.

If your delivery has been lost, we start investigation by contacting our delivery services. We can issue a refund only when we have answer from our delivery service.

PAYMENT:

We accept PayPal , Klarna, Google Pay, Apple Pay, Credit and Debit cards.

COMPLAINT:

• If you notice any issues with your package when you pick it up, such as if it appears to be lost, damaged, or has been opened, please contact us immediately and initiate an investigation with your local post office. 
• If you have any complaints about the item you received, such as if it was damaged when you opened the package or if the package was opened before you picked it up, you must notify us as soon as you discover the issue. To file a complaint, please contact us and provide a detailed description of the problem, along with photos of the package and any damaged items. We will confirm or reject the complaint within 24 hours. The investigation process may take up to 90 days.
• Complaints must be made within 7 business days of the item being delivered. After that time, we are unable to begin an investigation with our courier.

REFUNDS:

• The package must be returned unopened and with an undamaged seal. If the package has been opened and the product used, we will be unable to issue a refund. For more about returns please read Return and refund policy. 
• We do not refund the DHL Express shipping fee if the order has already been shipped. Only the amount for our products will be refunded.
• Orders of more than 10 items are not eligible for return and will not be refunded.
• If you provided us with an incorrect shipping address and your delivery status on the tracking number shows that the package was delivered, we will not issue a refund. If your order is returned to us due to an incorrect address provided by you, we will deduct the shipping fees we had to pay for each item.
• We do not issue full refunds for orders that are delivered to commercial facilities such as workplaces, business centers, or hotels. The shipping fee for these orders is 15 EUR.
• In the case of a returned package due to an expired hold time at the pickup station or if the customer declines to pay customs fees, the full refund will not be possible and any costs incurred for the order will be deducted.
• In the event that an order has been marked as “Delivered” on our tracking system, but the customer claims that it has not been received, we will require a confirmation from the local post office that the item was delivered to the wrong address before a refund can be issued. This policy is in place to protect both our customers and our business from any fraudulent claims.

CUSTOMERS DATA:

Our company is committed to providing excellent customer service and ensuring that our customers are satisfied with their orders. However, please note that our ability to assist with orders may be limited by the policies of our courier company and the length of time that has passed since the delivery date.

In order to protect the privacy of our customers and to comply with data protection regulations, our courier company has a policy of deleting tracking data after six months. As a result, we are unable to access the tracking information for orders that were delivered more than six months ago. This means that we may not be able to provide assistance with orders that were delivered more than six months ago.

We apologize for any inconvenience this may cause and we hope that you understand our position and the limitations that we are facing. If you have any questions or concerns about your order, please don’t hesitate to contact us as soon as possible.

If you have any further questions, please don’t hesitate to contact us at info@arkofsweden-middleeast.com.