Return & Delivery Policy

All services are tracked, and a dispatch confirmation email with a tracking code will be sent when your order leaves our warehouse. To track your order, please visit the website of the courier and enter your tracking code. 

Delivery for residents of the European Union

Orders placed before 09:00 PM will be dispatched the following day after order placement (Monday – Thursday). Estimated delivery time: 4–7 business days. You will receive a tracking number via email once your order has been shipped.

Orders placed Friday – Sunday

If you place an order between Friday and Sunday, the tracking information will become active within 2–4 days. Once dispatched, delivery will follow the estimated timeframes listed above for your region.

Сountries we ship to

Worldwide, except for Russia and Belarus.

Policies and prices

We offer two worldwide shipping options:

• Standard Tracked Delivery (is FREE worldwide on all orders over USD200/EUR200).

• Priority Tracked Delivery.

You will have the opportunity to select your preferred delivery method as you proceed through checkout, and will be able to check the total order value (including postage and packaging costs) before you complete the transaction. 

Taxes and duties

• All import taxes and duties are the responsibility of the customer.

• These are set by your local customs office and vary by country.

• We recommend checking local import regulations before ordering.

• Unfortunately, we cannot estimate or assist with these charges. 

Customs clearance

For deliveries outside the EU and the USA, the customer is fully responsible for customs duties and import taxes.

Damaged goods

If your item arrives damaged, please:

• Call us at +41 41 511 20 50

• Or email [email protected] with your order number, email address, and phone number.

Returns

We accept returns of unused items within 14 days for a full refund or exchange.

To initiate a return, please follow these steps: 

1. Inspect and document: If the item is damaged, take clear photos of the product showing the damage. Additionally, please provide photos of the damaged shipping box and the shipping label.
   
   

2. Pack the item: Ensure the product is securely packed in a cardboard box to prevent further damage during transit.  
   
   

3. Ship the item: Send the parcel to the appropriate address:   
   Europe (only FedEx, DHL, or UPS services are accepted — otherwise, we cannot guarantee the receipt of your package): 
   INSTYTUTUM AG c/o VOLDEMARS SIA 
   3 Skaistkalnes Street 
   Riga, LV-1004, Latvia 
   
   

4. Provide tracking information: Email the order number, tracking number of the return shipment, and, if applicable, the photos of the damaged item to [email protected]
   
   Important: The cost of returning the item is the responsibility of the sender.   
   
   

5. Assessment and refund: Once our claims department has evaluated the returned item, we will inform you of the decision regarding a refund or exchange.  
   
   Please note that this process may take some time, as the return must first be accepted by the warehouse and then processed by our claims service. We will notify you as soon as your return has been received and processed.