Shipping policy

Shipping — Backwash VTG

We ship worldwide from Portugal. Delivery times shown at checkout are estimates and are not guaranteed, as delivery is handled by third-party carriers and postal services.

Correct address Please make sure your name, address and contact details are correct at checkout — orders are shipped exactly as entered. If something needs correcting, email backwashvtg@gmail.com immediately after ordering. Parcels lost or returned because of an incorrect or incomplete address provided by the customer, and any resulting re-shipping cost, are the customer's responsibility.

Customs, duties & import taxes For international orders, any customs duties, import taxes or other charges applied by the destination country are the sole responsibility of the customer. They are not included in the item or shipping price, and we have no control over them.

Lost, delayed or damaged parcels If your order hasn't arrived within a reasonable time after the estimated delivery date, or arrives damaged, please contact us within 14 days at backwashvtg@gmail.com so we can open an investigation with the carrier. Once the carrier's process is complete we'll put it right — re-sending the item or issuing a refund as appropriate. Please keep all packaging in case a damage claim is needed.

Undeliverable or refused parcels If an order is returned to us because it was refused, unclaimed, or because customs charges were left unpaid, you can ask us to re-send it once any re-shipping cost is paid. If you'd prefer not to, we'll refund the price of the item(s) once we receive them back, less the original shipping and any return-to-sender or handling costs we incurred.