Delivery & Return
For all countries within, or outside the EU, carriage charges will apply.
Delivery Options Overview
Tactilo ships the product via DHL Economy by default. There is an additional option for international customers to book the transport via independent contractor or arrange their own collection and delivery, this can be specified upon enquiry or at checkout. In this instance we will provide an approximate ETA on the products should they require manufacturing, followed by a firm collection date that can be scheduled with a courier. For readily available products the collection date will be provided post payment.
1. Order the Product and Specify the Delivery Method
2. You Will Receive an Order Confirmation Email
3. Wait for Your Order to Arrive
4. Pick up Your Order
Delivery
For all EU business enquiries, we will require an EORI (Economic Operator Registration and Identification) number, to enable us to process orders for delivery within the EU.
For International business enquiries, we will require a trading reference number, obtained from the relevant customs authority, to enable us to process orders for delivery outside the EU. In the case of exporting to the US we will need the EIN number for the recipient business.
Please contact us for a delivery quote, our pricing depends on the size and weight of the package.
The delivery service that international orders are sent by is DAP (delivered at place). Please remember that your order may be subject to customs fees and duties when it arrives. Please contact your local customs office to find out more about duties that may be owed on your order, as Tactilo has no control over these fees. As we use DHL for our international deliveries, the Customs Fees and Duties owed will be payable to DHL.
It is a legal requirement for us to disclose the value of packages and we are not able to mark orders as ‘Gifts’ to avoid customs fees. If your order is refused delivery and returned to us we will not refund your shipping costs but can arrange re-delivery.
How we ship:
We make sure all goods are sent in excellent condition via our courier service and all orders are tracked. We wrap and pack the items so they are protected during transport. We include in the package a delivery note, summing up your order as well as instructions on how to install the product (if available).
When we ship:
Lead times vary from product to product depending on whether the product needs to be manufactured to order. Lead times are stated on the product page.
We cannot always guarantee that we will send out orders on the day they are received (weekend orders will be processed the following Monday). For this reason, we aim to have your order delivered to you within 2-3 working days from when the product is available. We will send you a confirmation email when your order has been dispatched.
Please note delivery times vary throughout the range as some items are made to order, check product pages before ordering. Any orders paid for by SEPA transfer may require an extra 24 hours for funds to clear.
Return
GENERAL CONDITIONS
We endeavour to send all items to you in excellent condition and via recorded delivery.
Lost or damaged goods must be advised in writing with digital or electronic images showing the damaged item and all the original packaging, within 3 working days from date of delivery otherwise claims cannot be accepted – subject to Tactilo Terms and Conditions.
If you wish to return your item for refund or exchange please contact us within 14 days from receipt.
CANCELLATIONS
Order cancellations requested longer than 24 hours after the purchase is made are subject to a 30% cancellation fee.
Returns
Items must be returned in their original condition within 14 calendar days of the delivery date. Once your return is received, and provided the item is in saleable condition, we will send you a confirmation email of receipt of your return and process your refund. The money will then be transferred to your account or debit/credit card.
Please note that we do not refund shipping costs.
You, the customer, are responsible for return shipping and the cost that this incurs. We recommend that you obtain proof of postage or send the item with recorded delivery as Tactilo will not be held responsible for missing packages.
All returned products are subject to a 30% restocking fee, deducted from the total refund amount.
WHERE TO RETURN AN ITEM
Please send any items back to:
PLT partners s.r.o.
Fučikova 965/23, 08501 Bardejov, Slovakia
