Shipping & Delivery

1. How Long It Actually Takes

Delivery time is processing plus transit. We handle orders Monday to Friday; everything listed is in stock, processing takes 1–3 business days, and your order ships the day after that's done. From there, international transit typically runs 7–15 business days, putting the realistic total at 8–18 business days — though during busier promotional periods that can stretch to around 20.

2. Import Duties, Taxes & Customs

Orders ship from our logistics hub in Shenzhen, China — outside the EU — so your parcel may be subject to import duty, a clearance fee, or VAT charged by your own country on arrival. Those costs sit outside what you paid at checkout, fall on you as the recipient, and can occasionally add a little extra time to the transit window above. Your local customs office can usually tell you what to expect.

3. Where We Deliver & What It Costs

Europe

Romania (all regions), Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom

North America

United States, Canada

Somewhere Else

Email cool@frontlosjen.com and we'll confirm whether we currently deliver there.

Shipping fees are calculated at checkout based on your location, order weight, and total value. Parcels typically move through national postal services or regional couriers, often handed off to your local post office for the final leg — you'll get the specific carrier and a tracking link once your order ships.

4. Making Sure It Reaches You

Double-check your delivery address before placing an order — we can't take responsibility for issues caused by details entered incorrectly or incompletely. If a delivery attempt is missed, the carrier will usually leave instructions for pickup; a parcel left uncollected past their holding window gets returned to us, and any refund in that case has shipping both ways deducted. You'll get a tracking number once your order leaves our warehouse — if it hasn't updated after 5 business days, reach out with your order number.

5. If Something Doesn't Go to Plan

  • Nothing's arrived: in the first 48 hours, check with neighbors, building staff, or anyone else in the household, and confirm your address is correct. Past 48 hours, file a report with the carrier using your tracking number and let us know.
  • Damage visible from outside: inspect before you accept the delivery — refuse it or mark it "DAMAGED" on the receipt, photograph it right away, and tell us within 24 hours.
  • Damage you find after opening it: get in touch within 7 days with photos, hang onto the packaging, and don't use the item.
  • Wrong item entirely: let us know within 7 days, don't remove tags or use it, and send your order number plus photos.
  • Need to change or cancel: before it ships, just tell us what needs to change. Once it's out the door, we can't modify or stop it — you can refuse delivery, or accept it and return it the standard way.

6. Who's Liable, and Force Majeure

We take responsibility for parcels the carrier officially confirms as lost, and for items that arrive with genuine shipping damage. We're not responsible for carrier delays outside our control, customs holdups or charges, address errors on your end, unclaimed or refused parcels, or shipping backlogs during peak seasons. Once something's successfully delivered to your address or pickup point, risk transfers to you.

More broadly, we're not liable for delays from events genuinely beyond our control — natural disasters, epidemics, armed conflict, government restrictions, strikes, extreme weather, carrier disruptions, or technical failures. If one of these hits, we'll reach out to affected customers and offer either extra delivery time or a full refund, whichever you'd rather have.

7. Contact Information

If you have any questions or concerns, please feel free to contact us. 

Registered Enterprise: Trevano Solutions S.R.L.

Registration No.: J2025041588009

Support Email: cool@frontlosjen.com

Subject Line Format: "Shipping Inquiry – Order #[YOUR ORDER NUMBER]"

Support Hours： 24–48 hour response time.