SHIPPING POLICY 

Shipping Destinations: SBST offers worldwide shipping to many countries. Our primary markets include Poland, other countries in the European Union, the United Kingdom, Switzerland, and the United States. We ship to most EU countries as standard. For shipping to other regions (e.g. Canada, Australia, Asia), please check the country list at checkout – if your country is not listed, feel free to contact us to inquire about a special arrangement. We reserve the right to update the list of supported shipping destinations based on logistics considerations.

Order Processing Time: We strive to process and dispatch all orders within 1-3 business days after payment is confirmed. In practice, most orders are shipped out on the next business day. Orders placed on weekends or public holidays are processed on the next business day. If there is any delay in processing your order (e.g. an item is temporarily out of stock or we experience an unexpected backlog), we will notify you via email. Once your order is shipped, you will receive a confirmation email with tracking information.

Delivery Time Estimates: Transit times vary depending on the destination and the shipping method chosen. Below are estimated delivery times (after dispatch):

• Poland: 1–3 business days (typically next-day delivery via courier for most areas).

• European Union: 3–7 business days to most EU countries.

• United Kingdom, Switzerland: Approximately 4–10 business days. (Shipments to these countries require customs clearance, which can add a couple of days).

• United States & Canada: Around 7–14 business days.

• Rest of the World: 10–21 business days, depending on region. Remote areas could take longer.

Please note that the above are estimates – actual delivery times can vary. During peak shopping seasons or due to circumstances like disruptions or other extraordinary events, deliveries might take longer than usual. We are not responsible for carrier delays, but we will help investigate any late deliveries. If your package hasn’t arrived within the expected timeframe, contact us and we will work with the carrier to locate it.

Shipping Options & Costs: Shipping costs are calculated at checkout based on your location and the weight/dimensions of your order. We offer multiple shipping options when possible, such as standard postal shipping, express courier, or parcel locker delivery (where available). The available methods and their costs will be displayed for your selection during the checkout process before you confirm payment. We do not charge any handling fees beyond the direct shipping cost.

Carriers We Use: We partner with reliable shipping companies to deliver your orders. For domestic shipments within Poland, we use reputable couriers such as DPD, DHL, InPost (courier and parcel lockers), and sometimes the national Post for certain services. For international shipments, we utilize major courier services like DHL Express, UPS, FedEx, GLS, or international postal services (tracked airmail) depending on the destination and service selected. All international shipments are sent with tracking and require a signature upon delivery whenever possible.

Order Tracking: Once your order is shipped, we will email you a tracking number and instructions on how to track the package. Please allow up to 24 hours for the tracking number to become active.

Customs, Duties & Taxes (International Orders): For orders shipping outside of the EU, please be aware that your order is an import to your country. All international orders are shipped under DAP (“Delivered At Place”) terms, which means duties and taxes are not pre-paid. The prices on our website do not include any customs duties, import taxes (VAT/GST), or brokerage fees that your local customs authority or carrier might levy. The customer is responsible for paying any such import charges as required by your country’s laws. These fees are typically collected by the courier on behalf of customs at the time of delivery. We have no control over these charges, and we cannot predict their amount.

Customer’s role in import clearance: It’s important that you monitor your tracking and respond to any communications from the carrier. In some cases, the courier will hold a package at the nearest depot or customs office and reach out (via phone or email) to collect payment or additional info. Please ensure you provide a valid phone number and email with your order. If you refuse to pay import charges or do not respond to the courier’s attempts to deliver or collect payment, the package may be returned or abandoned. We do not refund orders that are returned to us due to the customer’s failure to pay import charges or to collect the shipment.

Failed Delivery / Unclaimed Packages: If a package is returned to us because the courier could not complete delivery (e.g., no one available to sign, incorrect address, or refusal to pay duties), we will contact you. We may offer to resend the package (you would need to pay the re-shipment cost and any return-to-sender fee charged to us by the courier). If you do not want the package re-sent, it will be treated as a return. However, if the non-delivery was due to your omission (e.g., refusing to pay customs or not picking up the package), we do not refund the original shipping cost, and we reserve the right to deduct any return fees imposed on us from the refundable product amount, or refuse a refund altogether in cases of outright refusal to accept the product.

Lost or Damaged Shipments: If your order is lost or arrives damaged, contact us as soon as possible at stepbystepthreads@gmail.com or call +48 514455401. Please include your order number and photos if applicable. We will work with the carrier to investigate and will offer a replacement or refund in line with consumer laws.

Customer Service: If you have any questions about shipping, or need to change your shipping address after placing an order, please contact us immediately:

• Email: stepbystepthreads@gmail.com

• Phone: +48 514455401

• Instagram: @stepbystepthreads

• Address: Dożynkowa 15, 62-510 Konin, Wielkopolska, Poland

 

---