Shipping policy

INDENA® Shipping Policy

1. Processing and Dispatch

All orders are processed and dispatched within 1–3 business days from our central distribution center. Orders are not processed or shipped on weekends or public holidays. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

2. Delivery Times and Tracking

We offer tracked shipping throughout the European Union. Standard delivery typically takes 2–7 business days, depending on the destination country.

Delivery times provided at checkout are estimates only. While we make every effort to dispatch orders promptly, delays caused by carriers, severe weather, strikes, customs procedures, or other circumstances beyond our reasonable control may occasionally occur and do not constitute grounds for cancellation or compensation.

3. Proof of Delivery

Official proof of delivery provided by the designated carrier may be used as evidence that the shipment has been delivered to the shipping address provided at checkout.

If a shipment is marked as delivered but cannot be located by the customer, please contact our support team as soon as reasonably possible. We will work with the carrier to investigate the matter before determining the appropriate resolution.

4. Shipping Damage or Missing Shipments

If your shipment appears to have been damaged during transit or if any products are missing, please notify our support team as soon as reasonably possible, preferably within 24 hours of delivery. Prompt reporting allows us to investigate the matter with the carrier while the shipment records remain current.

To facilitate the investigation, we recommend retaining the product, all original packaging materials, and the shipping label until your claim has been reviewed.

5. Incorrect or Incomplete Shipping Address

Customers are responsible for providing accurate and complete shipping information at checkout.

If an order is returned to us because of an incorrect, incomplete, or invalid shipping address provided by the customer, additional shipping charges may apply before the order can be re-shipped. Where permitted by applicable law, any refund may be reduced by the actual shipping costs already incurred.

6. Refused or Unclaimed Shipments

If a shipment is refused by the recipient or is not collected from the carrier within the required holding period, it may be returned to our warehouse.

Where permitted by applicable law, such orders may be eligible for a refund less the actual shipping and return costs incurred.

7. Shipping Questions

If you have any questions regarding shipping, delivery, or tracking, please contact us at info@indena.eu before placing your order. We are always happy to assist.