Shipping policy

1. Scope of this Policy

This Shipping Policy applies to all orders placed through our online store at shop.oxencg.com (the “Store”) and fulfilled on behalf of OXENCG ÖU (“we”, “us”, “our”) using trusted print-on-demand and logistics partners.

We currently ship to multiple countries worldwide. Availability of products, shipping methods, delivery times, and fees may vary depending on the destination.

2. Fulfillment Method (Print-on-Demand)

We work with third-party print-on-demand partners, including (but not limited to):

  • Bookvault – primarily used for books and print products, with fulfillment from the UK and other locations they may operate.

  • Printify Network of Providers – a network of independent print facilities located in the EU, UK, US and other regions.

Your order may be:

  • Produced and shipped from different locations depending on product type and your delivery address.

  • Shipped in multiple parcels if items are produced at different facilities.

These partners act as our production and logistics service providers. We remain your contractual partner and responsible point of contact for your purchase.

3. Order Processing Times

Production time (before dispatch):

  • Standard production time: approximately 2–7 business days

  • During peak periods (holidays, promotions, high demand), production may take longer.

Production only starts:

  • After successful payment, and

  • After your files/details are confirmed as suitable for printing (where applicable).

Business days exclude weekends and public holidays in the country of fulfillment.

4. Estimated Delivery Times

Estimated delivery times are in addition to production time and depend on the destination and carrier. Typical estimates:

  • United Kingdom: 2–7 business days after dispatch

  • European Union: 3–10 business days after dispatch

  • United States & Canada: 5–15 business days after dispatch

  • Rest of World: 7–21 business days after dispatch

These are estimates only, not guarantees. Actual delivery times may be affected by:

  • Local postal performance

  • Customs clearance

  • Weather or transport disruptions

  • Peak seasonal volumes

We are not liable for delays outside our reasonable control, but we will assist in tracking and resolving issues where possible.

5. Shipping Methods & Fees

Shipping fees are calculated at checkout based on:

  • Destination country

  • Product type

  • Shipping method

  • Number of items / weight

Key points:

  • Available options (e.g. standard, tracked, express) will be shown at checkout where supported.

  • Some destinations may only support standard/untracked mail.

  • All fees are shown before you confirm your order.

If your order qualifies for a “free shipping” offer (where applicable), this will be clearly indicated at checkout.

6. Tracking Information

Where tracking is available:

  • You will receive a shipping confirmation email with tracking details once your order has been dispatched.

  • Tracking availability depends on the chosen shipping method and destination.

  • For untracked services, only limited status information may be available.

If you have not received a confirmation or tracking link within a reasonable timeframe after purchase:

  • Please check your spam/junk folder; if still missing, contact us at shop@oxencg.com.

7. Customs, Duties & Import Taxes

For EU Customers:

  • Orders shipped and fulfilled within the EU generally do not incur customs duties.

  • VAT (where applicable) is included/handled in line with the applicable regulations at checkout.

For UK Customers:

  • Some products may be produced and shipped from the UK.

  • UK VAT treatment depends on order value and current rules at the time of sale.

  • Any changes in regulatory treatment may affect how charges appear at checkout.

For Non-EU / International Customers (including US, Australia, etc.):

  • Your order may be subject to import duties, taxes, or handling fees set by your country’s customs authority.

  • These charges (if any) are not included in our product or shipping prices unless explicitly stated.

  • You are responsible for paying any such additional costs where applicable.

  • Refusal to pay customs charges may result in the parcel being returned or destroyed. In such cases, refunds may be partial or unavailable depending on circumstances and carrier policies.

We do not control these charges and cannot predict their exact amount.

8. Address Accuracy & Undeliverable Shipments

You are responsible for providing a complete and accurate shipping address at checkout.

Please note:

  • We are not responsible for orders not delivered due to incorrect or incomplete addresses provided by the customer.

  • If an order is returned to sender due to an incorrect address, failure to collect, or refusal (other than for damaged goods):

    • We may offer reshipment at your expense.

    • Refunds (if any) will exclude original shipping costs and may be subject to production cost deductions where items are made-to-order.

If you notice an error immediately after placing your order, contact us at shop@oxencg.com as soon as possible. We cannot guarantee changes once production has started.

9. Lost, Delayed or Damaged Packages

If your package is significantly delayed, shows no tracking updates (for tracked services), or appears lost:

  1. Contact us at shop@oxencg.com with your order number.

  2. We will coordinate with our fulfillment partners and carriers to investigate.

  3. If confirmed lost or undeliverable, we may:

    • Arrange a replacement, or

    • Provide a refund, depending on circumstances.

If your order arrives damaged or with printing/production defects:

  • Contact us within 5 days of delivery with:

    • Order number

    • Photos of the product and packaging

  • Once verified, we will typically arrange a reprint or replacement at no additional cost.

We reserve the right to refuse replacements/refunds where:

  • Damage is caused by misuse, improper handling or normal wear-and-tear.

  • Evidence is insufficient or submitted after an unreasonable delay.

10. Countries We Do Not Ship To

Due to carrier restrictions, legal limitations, or excessive unreliability, we may not ship to certain countries or regions. Any such restrictions will be reflected at checkout. We reserve the right to update this list without prior notice.

11. Changes to This Shipping Policy

We may update this Shipping Policy from time to time. The latest version is always available on this page. Continued use of the Store after changes are posted constitutes acceptance of the revised terms.

For any questions, contact us at:
📧 shop@oxencg.com
📍 OXENCG ÖU, Harju maakond, Tallinn, Kesklinna linnaosa, Ahtri tn 12, 15551