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Shipping & Returns

1. Shipping Area

We ship worldwide.

Delivery availability may vary depending on destination, local regulations, and logistics providers.

2. Processing & Delivery

Processing Time

Orders are typically processed within 1–3 business days after payment confirmation.

Estimated Delivery Times (Non-Binding)

  • European Union: approx. 2–6 business days
  • International shipments: delivery times vary depending on destination

These delivery times are indicative only and not legally binding.

Actual delivery times depend on:

  • destination country
  • customs procedures
  • logistics providers
  • external factors beyond our control

The final delivery conditions and shipping costs are:

  • displayed at checkout
  • confirmed on the invoice

3. Shipping Conditions

Products are packaged with care using:

  • food-grade packaging (for consumable products)
  • recyclable materials where possible

For temperature-sensitive goods, protective or temperature-stable packaging may be used.

4. Customs, Duties & Import Taxes

For shipments outside the European Union:

  • The customer is solely responsible for customs duties, import taxes, and any additional charges
  • These costs are not included in product prices or shipping fees
  • The customer is responsible for compliance with local import laws

Failure to:

  • pay customs duties
  • accept delivery

may result in:

  • return or destruction of the shipment
  • additional costs charged to the customer

5. Risk Transfer

Risk transfers to the customer upon physical receipt of the goods.

6. Undelivered or Unclaimed Shipments

If a shipment is:

  • not accepted
  • not collected
  • returned due to failed delivery

we reserve the right to:

  • charge return shipping costs
  • deduct incurred logistics costs from any refund

7. Damaged Shipments

If your parcel arrives damaged:

  • note the damage with the courier upon delivery
  • notify the courier immediately
  • contact us within 48 hours at info (at) almarte.com
  • provide photos where possible

Failure to report damage within this timeframe may affect your claim.

8. Right of Withdrawal (B2C – EU Consumers)

If the seller is an EU-based entity, consumers have the right to withdraw from the contract within 14 days of receiving the goods.

To exercise this right, the customer must notify us in writing.

9. No Withdrawal Right (B2B Customers)

For business customers (B2B):

  • there is no statutory right of withdrawal
  • returns are accepted only at our sole discretion

10. Exceptions for Food Products (B2C & B2B)

Returns are not accepted if:

  • the product has been opened
  • the seal is broken
  • the product has been improperly stored (e.g. heat, humidity, sunlight)
  • the product has left controlled storage conditions
  • the safety, hygiene, or product integrity cannot be guaranteed

This applies in particular to ceremonial cacao and similar food products.

11. Returns (Eligible Cases – B2C only)

Returns are accepted only if:

  • products are unopened and sealed
  • packaging is intact
  • products have been stored properly
  • products are within their shelf life

Natural variations in handmade or natural products do not constitute defects.

12. Return Procedure

  1. The customer must notify us within 14 days of delivery via email:
    info (at) almarte.com
  2. Returns require prior approval. Unauthorized returns may be refused.
  3. If approved, returns must be sent to:

Omnipack Sp. z o.o. – Fulfillment Center (for Almarte)

ul. Szczecińska 49

66-400 Gorzów Wielkopolski

Poland

  1. The returned goods must include:
  • proof of purchase (invoice, receipt, or order confirmation)
  • order reference
  1. Products must be returned:
  • unopened and sealed
  • properly packaged
  • in original condition

We reserve the right to designate a different return address if required by logistics or operational structure.

13. Refunds

Refunds are processed only after:

  • receipt of the returned goods
  • inspection of their condition

If the return is accepted, we will refund:

  • the value of the returned goods
  • the standard delivery costs originally paid by the customer (only where required by applicable law, e.g. EU consumer withdrawal rights)

Important:

  • Return shipping costs are borne by the customer unless:

    • the product is defective
    • or required by law

  • Refunds may be reduced or refused if:

    • the product has been opened
    • the seal is broken
    • improper storage is evident
    • the product is not in original condition

Refunds are issued using the original payment method where possible.

14. Defective or Incorrect Products

If a product is defective, damaged, or incorrect:

  • notify us within 48 hours
  • provide photos and description

After verification, we will:

  • provide a replacement, or
  • issue a refund

in accordance with applicable law.

15. Conformity & Complaints

The seller is liable for lack of conformity existing at the time of delivery.

Complaints must be submitted via email to:

info (at) almarte.com

We aim to respond within 14 days.