Payment, Shipping, Refund Policy
Worldwide Shipping
Delivery to Europe and the USA is carried out by the NP Global postal service at the buyer's expense.
The delivery payment is made when placing the order.
The order is shipped within 3-5 business days.
The delivery time depends on the recipient's country and the postal service, averaging up to 20 days.
To arrange an international shipment, please provide all necessary details, and if needed, contact us via the form on the website or at support@comeacasa.store.
Shipping Within Ukraine
Orders are dispatched within 1–3 days.
Delivery to Nova Poshta branches and parcel lockers is paid by the recipient.
Courier delivery via Nova Poshta is paid by the recipient.
Delivery within Kyiv is available via Uklon, paid by the recipient.
All shipments are insured for their full value. Please check the integrity of your parcel at the branch and, if necessary, ask the operator to issue a damage report. If this is not done immediately at the branch, we will not be able to obtain compensation from the postal service for a damaged parcel.
Payment
Payment for orders is processed securely online via Portmone. https://www.portmone.com.ua/
We accept Visa and Mastercard payment cards directly on the website
Return & Exchange Policy
1. General Terms
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According to the Law of Ukraine “On Protection of Consumer Rights”, the customer has the right to exchange or return goods of proper quality within 14 days from the date of purchase, not counting the day of purchase.
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The goods must be unused, undamaged, and kept in their original packaging with all labels and proof of purchase (receipt, invoice, order confirmation).
2. Non-Returnable Goods
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Certain categories of goods are non-returnable and non-exchangeable if they are of proper quality, as defined by Ukrainian legislation. These include: Candles, scented sanitizers, and other perfumery and hygiene products (for safety and sanitary reasons). Artworks (paintings, sculptures, and unique artistic objects), since they are classified as individual and exclusive items.
3. Returnable Goods
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Home accessories such as candle holders or other non-hygienic, non-perishable items may be returned or exchanged if they meet the conditions of unused state, intact packaging, and proof of purchase.
4. Defective or Damaged Goods
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If a product has a manufacturing defect, the customer is entitled to return or exchange it regardless of category.
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If a product is damaged during delivery, the seller is not responsible for compensation. The recipient must immediately check the parcel at the Nova Poshta branch, request the operator to issue a damage report, and apply directly to Nova Poshta for reimbursement. Without such a report issued at the branch, compensation cannot be claimed.
5. Refunds
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Refunds are made within 7 banking days after the returned item is received and inspected.
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Refunds are processed to the same payment method used for the order.
