Shipping and Delivery on UZO

When will my order be shipped?

In most cases, sellers are able to ship goods within 24 hours of payment. However, sellers have the right to ship the order no later than 14 calendar days from the payment date.

The order processing time is therefore a maximum of 14 calendar days. If the seller does not ship the order within 14 calendar days, the order will be automatically cancelled by the system and the funds will be refunded within 14 calendar days.

Will my orders be shipped together?

Orders may be shipped separately, as individual sellers often ship from different warehouses.

• If you order multiple items from one seller, they may be packaged together (but this is not guaranteed).
• For items from multiple sellers, shipments may be combined if they are located in the same warehouse.
• For larger or heavier orders, the shipment may be divided into multiple packages.

If combined, you will see one shipment with a shared tracking number. If divided, you will receive multiple tracking numbers.

One of my orders is missing from the combined package! What should I do?

If you notice that an order that was supposed to be part of the combined shipment is missing, please contact our customer service team. You can reach them by email at support@uzo.com. Make sure to provide a detailed explanation of the issue and share photos of the items you received as well as the package with the shipping label.

If you received multiple tracking numbers, this means your order was split into several shipments. Please check each tracking number before contacting customer service. Shipments may be delivered in stages; we cannot guarantee they will arrive on the same day, as this depends on the carriers and is beyond our control.

Free Shipping

If you choose free shipping, delivery time usually ranges between 8 and 13 business days. Actual delivery time may vary depending on the destination and the carrier’s current situation. In exceptional cases, we reserve the right to reasonably extend the delivery period; you will be informed of the shipment status.

The parcel is delivered by courier to the address you provided. If the courier does not reach you, they may:

• leave the parcel at a pick-up point/post office, or
• place it in your mailbox if the package is small enough.

The courier should inform you of this, but we cannot guarantee the services of third parties such as shipping companies.

Please note that delivery time is calculated from the date of dispatch, not from the date of payment.

Express Shipping

If you choose express shipping, delivery time usually ranges between 4 and 11 business days. Actual delivery time depends on the destination and the carrier’s capacity. In exceptional cases, we reserve the right to reasonably extend the delivery period; you will be informed of the shipment status.

The parcel is delivered by courier to the address you provided. If the courier does not reach you, they may:

• leave the parcel at a pick-up point/post office, or
• place it in your mailbox if the package is small enough.

The courier should inform you of this, but we cannot guarantee the services of third parties such as shipping companies.

Please note that delivery time is calculated from the date of dispatch, not from the date of payment.

Exceptional Cases – Sea Freight

We normally offer two shipping options: free shipping and express shipping. In exceptional cases, the seller may inform us that a certain product cannot be delivered by these standard methods and that sea freight must be used.

• Delivery time for sea freight is usually 11–34 business days.
• You will always be informed in advance.
• If you decide not to use sea freight, we will refund the full amount of the order (or for the specific product if it only applies to part of the order).

This shipping method is not normally offered at checkout and is only used for specific products where no other option is available. Please note that delivery time is calculated from the date of dispatch, not from the date of payment.

My order has not been delivered yet! What should I do?

Despite our best efforts, we cannot guarantee delivery on an exact date – the transport is handled by external carriers.

Before contacting us, please: Check the shipment status with the carrier (e.g. delivery attempt information, pick-up location, etc.).

When to contact us:

• For Free Shipping, if more than 25 business days have passed since dispatch and the parcel has still not arrived.
• For Express Shipping, if more than 20 business days have passed since dispatch and the parcel has still not arrived.
• For Sea Freight, if more than 40 business days have passed since dispatch and the parcel has still not arrived.

Write to us at support@uzo.com and include:

• order number,
• tracking number,
• a short description of the situation,
• screenshots of the tracking if available.

Our team will check the status and start an investigation with the carrier. Our obligation is to dispatch the parcel on time; we are not responsible for delays caused by the carrier, but we will do everything possible to speed up delivery. In case of unexpected delays, we will inform you and do our best to resolve the situation to your satisfaction.

Undelivered / Returned Parcel

In some cases, a parcel may not be delivered and may not be returned to the seller but destroyed or disposed of by the carrier. We handle this depending on the reason for non-delivery:

• Refusal of delivery by the customer If tracking information shows that the parcel was not delivered because the recipient refused it, the claim cannot be approved. By placing the order, a binding contract with the seller was made, the goods were shipped, and the customer was obliged to accept them.
  • Within our protection program, we may arrange for re-shipment at our expense.
  • In such a case, the customer must accept the parcel. If they do not, they are not entitled to a refund or further compensation.
• Return due to incorrect or incomplete address If the parcel was not delivered because of incorrect details provided by the customer, the same rules apply as for refusal of delivery. The return of the package is not always possible – sometimes it is returned to the seller, sometimes it may be destroyed by the carrier.
  • If the parcel is returned, we can resend it after agreement. In this case, the customer must provide the correct delivery address.
  • If it was destroyed, no claim arises.
• Return due to carrier error If the parcel is returned or destroyed due to a carrier’s mistake (e.g. misrouting), we will arrange a new shipment or start a claims process, requesting a refund from the seller for the undelivered products.

Important: If the parcel has not been delivered, the customer must contact our support within the following time limits:

• for Free Shipping: within 10 calendar days after the maximum delivery time of 25 business days has passed,
• for Express Shipping: within 10 calendar days after the maximum delivery time of 20 business days has passed,
• for Sea Freight: within 10 calendar days after the maximum delivery time of 40 business days has passed.

After these deadlines, the order may be considered closed without entitlement to a refund.

All claims arise from the purchase agreement concluded between you and the specific seller. UZO may provide support within its protection program to help enforce them.