Shipping policy
Shipping Policy
At Privatto, we aim to process and deliver every order with care, accuracy, and professionalism.
This Shipping Policy explains how shipping, delivery, tracking, delays, customs, and related issues are handled when placing an order through our official online store.
1. Order Processing
Orders are processed after payment has been successfully completed.
Processing times may vary depending on product availability, supplier preparation, warehouse handling, order volume, holidays, or other operational circumstances.
Orders are not processed or shipped until payment has been confirmed.
Privatto reserves the right to delay, hold, or cancel an order if there is an issue with payment, stock availability, customer information, suspected fraud, or any other reasonable operational concern.
2. Shipping Origin
Privatto operates from Spain, but some products may be shipped from warehouses, suppliers, or fulfillment partners located outside Spain or outside the customer’s country.
By placing an order, the customer acknowledges that the order may be fulfilled by third-party suppliers, logistics partners, or fulfillment centers.
3. Shipping Times
Estimated shipping times may vary depending on the destination country, shipping method, carrier, customs, supplier processing times, and external circumstances.
Delivery times shown at checkout or on our website are estimates only and are not guaranteed delivery dates.
Unless otherwise agreed, goods ordered online in the EU should generally be delivered within 30 days. If delivery does not take place within the agreed or legal timeframe, the consumer may need to contact the trader and allow an additional reasonable delivery period before cancelling the order.
Privatto is not responsible for delays caused by:
- Shipping carriers
- Customs authorities
- Supplier delays
- Incorrect or incomplete delivery information
- Weather conditions
- Public holidays
- High order volume
- Import inspections
- Force majeure events
- Any circumstances beyond our reasonable control
4. Shipping Costs
Shipping costs, if applicable, will be displayed at checkout before the customer completes the purchase.
Shipping costs may vary depending on the destination, order value, shipping method, carrier, and product availability.
Any additional shipping services, such as express delivery or special handling, may involve extra charges. In the EU, customers must give explicit consent to additional costs before being charged for them.
5. Tracking Information
When tracking is available, the customer may receive a tracking number or tracking link once the order has been shipped.
Tracking information may take some time to update after the package has been handed over to the carrier.
Privatto is not responsible for delays or inaccuracies in tracking updates provided by third-party carriers.
6. Incorrect or Incomplete Shipping Information
The customer is responsible for providing accurate, complete, and deliverable shipping information at checkout.
Privatto is not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to incorrect or incomplete information provided by the customer.
If an order is returned to Privatto or to a fulfillment partner due to incorrect, incomplete, or undeliverable address information, the customer may be responsible for additional shipping, return, handling, or administrative costs.
7. Failed Deliveries, Refused Packages, and Unclaimed Orders
If a package is refused, not collected, or returned due to customer absence, incorrect address, unpaid customs charges, or failure to complete delivery requirements, Privatto may deduct any shipping, return, customs, handling, or administrative costs from any applicable refund.
Privatto is not responsible for packages that are refused or left unclaimed by the customer.
If the customer wishes to have the order shipped again, additional shipping costs may apply.
8. Customs, Import Duties, and Taxes
Depending on the shipping origin and destination country, orders may be subject to customs duties, import taxes, VAT, handling fees, or other local charges.
These charges are determined by the customer’s local customs authorities and are the responsibility of the customer unless otherwise stated at checkout.
Privatto is not responsible for customs delays, import restrictions, refused customs clearance, additional fees, or charges imposed by local authorities.
Customers are responsible for ensuring that the products they order can be legally imported into their country.
For parcels shipped from outside the EU, customs charges may include VAT, import duties, and handling fees charged by the postal or courier service.
9. Lost, Delayed, or Stolen Packages
If a package appears to be lost or significantly delayed, the customer should contact Privatto at:
Privatto may assist the customer by reviewing tracking information or contacting the carrier or fulfillment partner where possible.
However, once an order has been handed over to the shipping carrier, delivery is handled by the carrier.
Privatto is not responsible for stolen packages, packages marked as delivered by the carrier, or packages lost due to incorrect delivery information provided by the customer.
If the tracking shows that the package has been delivered, Privatto may not be able to offer a refund or replacement unless required by applicable law or unless the carrier confirms a delivery issue.
10. Damaged Packages
If an order arrives damaged, the customer must contact Privatto within 48 hours of delivery at:
The customer must provide:
- Order number
- Clear photos of the product
- Clear photos of the external packaging
- Clear photos of the shipping label
- A description of the issue
Privatto will review the case and may offer a replacement, refund, or another suitable solution depending on the circumstances.
Claims reported after 48 hours may not be accepted if Privatto cannot reasonably verify that the damage occurred during shipping.
11. Split Shipments
Some orders may be shipped in separate packages, especially if products are fulfilled from different warehouses, suppliers, or logistics partners.
If an order is split into multiple shipments, the customer may receive more than one tracking number and packages may arrive on different dates.
12. Pre-Orders or Delayed Stock
If Privatto offers pre-order products or products with delayed stock, the estimated shipping date will be shown where possible.
Estimated shipping dates for pre-orders are not guaranteed and may change due to production, supplier, logistics, or customs delays.
By purchasing a pre-order item, the customer accepts the estimated shipping conditions stated at the time of purchase.
13. Contact Information
For shipping questions, delivery issues, or order support, please contact us at:
Privatto
Contact: Pablo Escribano Ruiz, Founder of Privatto
Email: PrivattoBusiness@hotmail.com
Operating country: Spain