Shipping policy
Thank you for choosing BELO Toys. We aim to prepare every order carefully and dispatch it as quickly as possible.
Order processing
Orders are normally prepared for dispatch within 1–2 business days after successful payment.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
During periods of high order volume, public holidays or special promotions, processing may occasionally take slightly longer.
Delivery area
We currently deliver to European Union countries available as shipping destinations during checkout.
If a country cannot be selected during checkout, delivery to that destination is currently unavailable.
Shipping costs
Shipping costs depend on the destination country, the size or weight of the order and the available shipping method.
The final shipping cost will always be displayed before you complete and pay for your order.
Any free-shipping promotions will be clearly displayed in the online store together with the applicable conditions.
Delivery times
Delivery times depend on the destination and the selected delivery provider.
Estimated delivery times, where available, will be displayed during checkout or provided in the information you receive after placing your order.
Delivery time begins after the order has been dispatched and is separate from order processing time.
Unless otherwise agreed, goods will be delivered without undue delay and within the period required by applicable law.
Please note that stated delivery times may be estimates and can be affected by circumstances outside our direct control, including high parcel volumes, public holidays, weather conditions and carrier delays.
Order tracking
Where tracking is provided by the selected delivery provider, you will receive tracking information after your order has been dispatched, usually by email or through the contact information provided with your order.
Tracking information may take some time to become active after the parcel has been handed over to the carrier.
Correct delivery address
Customers are responsible for providing accurate information when placing an order.
Before completing your purchase, please check in particular:
- recipient's full name
- street and house number
- postal code and city
- country
- telephone number and email address
If you notice an error after placing your order, please contact us as soon as possible at info@belo-toys.com.
If the order has not yet been dispatched, we will try to correct the information. Changes may not always be possible after dispatch.
Failed delivery or uncollected parcels
If delivery cannot be completed because an incorrect or incomplete address was provided or because the parcel was not collected, the parcel may be returned to us.
In such cases, we will contact you regarding the available options.
Additional costs for resending the order may be charged to the customer where the failed delivery was caused by circumstances attributable to the customer. This does not affect the customer's statutory rights.
Lost or damaged parcels
If your order does not arrive within the expected period or if the parcel arrives damaged, please contact us at info@belo-toys.com.
Please provide your order number and as much information about the issue as possible.
If the parcel is visibly damaged, we recommend taking photographs of the parcel and product and keeping the packaging until the matter has been resolved.
Where delivery is arranged by us, the risk of loss or damage generally remains with the seller until you, or a third party designated by you other than the carrier, take physical possession of the goods.
Delayed delivery
If your order is not delivered within the agreed delivery period, or within the statutory period where no specific delivery period has been agreed, please contact us at info@belo-toys.com.
Under EU consumer rules, unless another delivery time has been agreed, goods must generally be delivered without undue delay and no later than 30 days after the contract is concluded.
Contact
For questions regarding shipping, please contact:
TESNILA GK d.o.o.
Na produ 97
2391 Prevalje
Slovenia
Email: info@belo-toys.com
Phone: +386 2 823 42 20