Shipping policy

Last updated: August 12, 2025.

This Shipping Policy applies to orders placed on scar-wood.com, scar-wood.de, scar-wood.nl, and scar-wood.eu (the “Site”).
The Site is operated by KREIVA projekt d.o.o., Ulica Ivana Banjavčića 5, 10000 Zagreb, Croatia.
Carrier: GLS (General Logistics Systems).

1) Where we ship

We ship with GLS to the following countries:

Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Gibraltar, United Kingdom, Greece, Hungary, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, North Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Vatican City.

Notes:

  • "Some islands/remote areas may be excluded or require extra time/surcharges."
  • "For non-EU destinations (e.g., UK, Norway, Switzerland, Andorra, San Marino, Monaco, Gibraltar, Bosnia and Herzegovina, Serbia, Kosovo, North Macedonia), customs duties, taxes and import fees may apply; see section 4."

2) Processing times

  • Handling time: orders are typically processed within 1–2 business days (Mon–Fri, excluding Croatian and destination-country public holidays).
  • Orders placed after the daily cut-off may ship the next business day. We’ll email you a shipping confirmation with tracking when your order leaves our warehouse.

3) Delivery times (GLS)

Typical GLS transit times (after dispatch):

  • EU mainland: 2–7 business days
  • Non-EU European destinations: 3–10 business days
  • Remote/outlying areas may take longer.

Delivery times are estimates; GLS tracking provides the most accurate, up-to-date information for your parcel.

4) Customs, duties & taxes

  • EU deliveries: VAT is included at checkout; no customs duties are normally due.
  • Non-EU deliveries (e.g., UK, NO, CH, BA, RS, XK, AD, LI, GI, MC, SM, VA): shipments are sent DAP (Delivered At Place). Local VAT/duties, brokerage and handling fees (if any) are charged by the carrier or customs on arrival and are the recipient’s responsibility. If you refuse a parcel due to these charges, round-trip shipping and any carrier fees may be deducted from your refund.

5) Shipping rates

Shipping rates are calculated at checkout based on destination, weight/size and service availability. Any promotional free-shipping thresholds will be shown on the Site.

6) Address accuracy & delivery

  • Please provide a complete, accurate delivery address and phone number. We cannot ship to PO boxes.
  • Changes to the delivery address after dispatch are not guaranteed and may incur a GLS fee.
  • GLS may deliver to a parcel shop/pick-up point if home delivery is unsuccessful or selected in GLS notifications.

7) Order tracking

Once your order ships, you’ll receive a confirmation email with a GLS tracking link. Tracking may take up to 24 hours to activate.

8) Damaged, missing or lost parcels

Please inspect your order on delivery. If items arrive damaged, defective or incorrect, email contact@scar-wood.com within 14 days with your order number and photos of the packaging/item; we’ll arrange a replacement or refund and handle the GLS claim. If a parcel appears lost, contact us—GLS investigations typically take 5–10 business days.

9) Failed delivery / unclaimed parcels

If a parcel is returned to us as undeliverable, unclaimed or refused, we’ll refund the product price minus round-trip shipping and any carrier return fees. We can reship on request; new shipping charges will apply.

10) Partial shipments

We usually ship orders in one parcel. In rare cases we may split an order; you’ll receive separate tracking links at no extra cost (unless agreed otherwise).

11) Returns

For our 14-day return guarantee and the EU right of withdrawal, please see our Return & Refund Policy. To start a return, email contact@scar-wood.com and include your order number.

12) Privacy

For shipping we share necessary delivery data (name, address, phone/email) with GLS and our payment providers solely to fulfill your order. See our Privacy Policy for details.

13) Contact

Questions about shipping?
Email: contact@scar-wood.com