Shipping and Returns

Shipping

 

We can ship to many destinations around the world. Note that on occasions there are restrictions imposed on the shipping of some products and therefore we may not deliver to all international destinations. If our website doesn’t allow you to place an order for your destination, please get in touch with us using our contact us form.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of the items, its dimensions, weight and the shipping options chosen. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please allow between 2 to 5 working days for us to dispatch your order. On rare occasions we may take 2-3 weeks to dispatch due to low stock levels. If this happens we will notify you as soon as possible via email.

TAX/VAT, EU VAT (VIES) and Import duty

International orders are subject to import taxes, duties and customs taxes, which are applied once your shipment reaches the country of destination. All taxes, duties and customs fees are the responsibility of the recipient of the package.

If you place an order from a EU country (excluding UK) and you have a VAT registered business you may qualify for EU VAT zero rated (no VAT payable) invoice. For this you will have to create an account with us and to contact us to provide your VAT registration details (EU, excluding UK) BEFORE you place an order with us. Once your details have been checked and approved, you’ll be able to place orders with zero VAT charge with your account (EU, excluding UK). If you don’t contact us BEFORE you place the order we will not be able to refund the VAT charge after the order has been placed. You will have to reclaim the VAT in your own EU country according to their procedures. if in doubt, please drop us an email as we’d be happy to help you with this.

Do you have more questions? Get in touch and we'll do our best to help out.

Returns Policy

You may return new, unopened items within 15 days of delivery for a full refund (excluding shipping costs). We will issue a full refund including shipping costs and also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Gift cards are non-returnable items.

You should expect to receive your refund within four weeks of sending your items back to us, however, in most cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). The refund will be applied to the original method of payment only.

We only replace items if they are defective or damaged. You should consider using a traceable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item.

If you need to return an item, simply login to your account, view the order using the “Complete Orders” link under the My Account menu and click the Return Item(s) button, fill out the small form and submit the Return Request. You will shortly receive an email with instructions for your return.

Please also note that our products are NOT intended as toys and they are designed to be assembled and used by a capable adult or under adult supervision. UPuno Ltd. shall have no responsibility for the failure of the customer to follow instructions, use of parts for any purpose other than as specified in the instructions manual or any alteration of any parts or components. If you have any doubts or questions, please get in touch using the contact us form.