FREQUENTLY ASKED QUESTIONS

Welcome to the REFILL COLLECTIVE LIMITED FAQ page.

Here, you can find information regarding products, payments, shipping, returns and refunds, customer service, and more. If you have further questions, please feel free to contact us via email.

1. What products do you sell?

We primarily sell seasoning jar sets and related kitchen storage products designed to help you organize your everyday seasonings neatly and conveniently.

Please refer to the specific product detail page for information regarding materials, the number of accessories included, and other specifications.

2. Which countries and regions do you ship to?

Currently, we only ship within Europe.

Availability depends on the coverage of our logistics partners; please select your country and enter your full address at checkout to confirm if shipping is available for your location.

We do not currently ship to destinations outside of Europe.

3. How long does it take to ship an order?

Once an order is confirmed, it typically takes 1–3 business days to process and prepare it for shipment.

Processing times may be extended during promotional events, public holidays, or periods of high order volume. We will provide tracking information once the order has been shipped, if available.

4. How long does delivery take?

Delivery time depends on the destination, the point of dispatch, and the carrier.

General estimates are as follows:

Major European destinations: Approximately 3–7 business days.

Other European destinations: Approximately 5–10 business days.

Remote areas or special delivery zones: May take longer.

These are estimated times, not guaranteed delivery dates. Please refer to the “Shipping Information” page on our website for further details.

5. Which logistics companies do you use?

Depending on the destination and shipping route, delivery may be handled by DHL, DPD, GLS, UPS, or local partner carriers.

The actual carrier used depends on the logistics arrangements made at the time of shipment. We do not guarantee the use of a specific carrier for every order.

6. How can I track my order?

If you have received a shipping notification, you can track your package status using the tracking number provided in the email. If you have not yet received a shipping notification or wish to check the status of your order, please contact us via email and provide your order number.

7. What payment methods are accepted?

You may complete your purchase using the payment methods displayed on the checkout page.

Available methods may vary depending on your country or region, the payment service provider, and transaction conditions.

If a payment fails, please verify that your payment information is accurate or try an alternative payment method offered at checkout.

8. Do you offer subscription services?

No, we do not.

All products are one-time purchases; we do not offer subscriptions, and a single purchase will not result in automatic recurring charges.

If you wish to make another purchase, you will need to place a new order.

9. Can I request a return or refund?

For orders subject to applicable laws, you may generally request a return or cancellation of the purchase contract within 14 days of receiving the item.

Please send us an email including your order number and details regarding the item(s).

For specific conditions, exceptions, and the refund process, please refer to the “Refund and Returns Policy” on our website.

10. Who covers the cost of return shipping?

Responsibility for return shipping costs depends on the reason for the return and applicable laws.

For returns initiated for personal reasons, the consumer may be required to bear the direct cost of return shipping, provided this is permitted by law and the relevant cost information was disclosed in advance.

If the item is defective, does not match the description, or was damaged during shipping, we will handle the costs and resolution in accordance with applicable laws.

11. What should I do if the item arrives damaged or defective?

Please contact us as soon as possible.

To facilitate verification, we recommend providing your order number, a description of the issue, and photos of the item (if applicable). We will assist you based on the specific circumstances and applicable laws.

12. Is my payment information secure?

We process payments through third-party payment service providers and take reasonable measures to protect transaction information.

We do not store full credit card numbers or CVV security codes on our own servers. The specific handling of payment data depends on the payment system used. To learn how your personal information is collected, used, and protected, please review the website’s Privacy Policy.

13. How do you use my personal information?

We may collect information necessary to process orders, deliver products, and provide customer service, such as your name, contact details, and shipping address.

We share information with relevant service providers only to the extent necessary and do not sell your personal information.

Please contact us for more information or to submit a request to access, correct, or delete your personal information. Such requests will be handled in accordance with applicable laws.

14. Are taxes included in the product price?

Product prices, shipping fees, and applicable taxes will be displayed on the product page or during checkout, as required.

Cross-border orders may be subject to import VAT, customs duties, or other charges. Specific costs and the party responsible for paying them depend on the delivery destination, transaction arrangements, and applicable laws.

Please carefully review the information displayed on the checkout page before submitting your order.

15. Can I modify or cancel my order?

If you need to modify or cancel your order, please email us as soon as possible and include your order number.

If the order has not yet entered the shipping process, we will do our best to assist you, though we cannot guarantee that all modification or cancellation requests will be successful.

Once an order has shipped, you may need to proceed according to the applicable return policy. Consumers’ statutory right of withdrawal is not limited by this statement.

16. How can I contact customer service?

If you cannot find the answer you are looking for, please feel free to contact us.

Thank you for choosing REFILL COLLECTIVE LIMITED. We look forward to providing you with a convenient and enjoyable shopping experience.