Politique d’expédition
Shipping Regions
We currently ship from Crete, Greece to most European countries and worldwide.
Free Shipping
We offer free shipping via DHL Economy for orders delivered to the following countries:
• Austria, Bulgaria, Croatia, Czech Republic, Hungary, Romania, Slovakia, Slovenia, Germany, Belgium, Netherlands, France, Italy, Luxembourg, Poland, Spain, Portugal, Denmark, Sweden, Finland, Latvia, Lithuania, Estonia, and Ireland.
International Shipping
We also ship worldwide. Shipping costs for countries outside our free-shipping zones are calculated at checkout based on weight and destination.
United States & Canada 🇺🇸🇨🇦
For customers in the United States and Canada, shipping is handled by DHL Express or DHL Economy Select.
All import duties, tariffs on EU goods, and customs fees are already included in the product price shown on our website.
You will only pay the displayed product price plus the DHL shipping fee calculated at checkout — no additional charges or import fees will be due upon delivery.
Your Sopato order will be delivered directly to your doorstep with no surprises or hidden costs.
Other Non-EU Countries
For all other destinations outside the European Union, local customs duties, import taxes, or other charges (if applicable) remain the responsibility of the customer.
Estimated Delivery Times
• Free Shipping Zones: 10–15 working days (due to our remote island location in Crete).
• Other Countries: Delivery times vary depending on destination and selected shipping method.
Please note that delivery times are estimates and may vary due to customs processing, courier delays, or external factors beyond our control.
Processing Time
Orders are usually processed and dispatched within 2–4 working days after payment confirmation.
Shipping Carriers
We primarily use DHL for all shipments. Once your order is dispatched, you will receive a tracking number by email to monitor your shipment.
Shipping Issues
If your package is significantly delayed, lost, or arrives damaged, please contact us immediately at mail@sopato.com.
Customers are required to reject any visibly damaged packages upon delivery.
Delivery addresses
We only deliver to standard residential or business street addresses.
Deliveries to Packstations, PO Boxes, parcel lockers, or pickup-point addresses are not supported. If such an address is entered at checkout, Sopato cannot guarantee delivery and will not be responsible for lost or undeliverable shipments.
Please always provide a valid street name, house number, postal code, city, and country.
We only deliver to standard residential or business street addresses.
Deliveries to Packstations, PO Boxes, parcel lockers, or pickup-point addresses are not supported. If such an address is entered at checkout, Sopato cannot guarantee delivery and will not be responsible for lost or undeliverable shipments.
Please always provide a valid street name, house number, postal code, city, and country.
Customs, Duties & Taxes
Orders shipped outside the European Union may be subject to customs duties, import taxes, or other local charges — except for shipments to the United States and Canada, where all such costs are already included in the product price.
For all other non-EU destinations, such charges (if any) remain the responsibility of the customer.
Orders shipped outside the European Union may be subject to customs duties, import taxes, or other local charges — except for shipments to the United States and Canada, where all such costs are already included in the product price.
For all other non-EU destinations, such charges (if any) remain the responsibility of the customer.
Failed Delivery & Return Due to Absence, Inaction, or Non-Cooperation
If a shipment cannot be delivered because the recipient is unavailable, unresponsive, or fails to cooperate with the courier eg. DHL (for example: not responding to courier delivery attempts, not providing required customs/identity information, or refusing delivery without valid reason), and the package is returned to us, the following conditions apply:
• We will deduct the original shipping cost actually incurred by us (even if shipping was originally advertised as “free”), plus a flat handling fee of €10 from any refund due.
• If the goods are perishable or unsuitable for resale upon return, or if the customer remains unresponsive after repeated contact attempts, we reserve the right to withhold a refund entirely.
• Reshipment will only take place after full prepayment of all new shipping and handling costs.
This includes, but is not limited to:
• Failing to receive or collect the shipment within the courier’s holding period.
• Failing to confirm identity or submit documentation requested by the courier or customs.
• Refusing to accept delivery without a legally valid reason.
Please ensure that you are reachable during the estimated delivery window and that you respond promptly to any courier or customs requests. This will help avoid unnecessary return costs and delays.
Non-Refundability of Duty-Related Refusals
If a customer refuses to pay customs duties, import taxes, or related charges, and consequently rejects or abandons the shipment, no refund will be issued. The order will be considered fulfilled once dispatched from our warehouse in Crete, Greece.
If a customer refuses to pay customs duties, import taxes, or related charges, and consequently rejects or abandons the shipment, no refund will be issued. The order will be considered fulfilled once dispatched from our warehouse in Crete, Greece.
Additional Information
We are not responsible for:
• Delays caused by couriers, customs, or force majeure.
• Failed deliveries due to incorrect address information provided by the customer.
