Shipping policy
This Shipping Policy sets out the terms for processing, dispatching and delivering orders placed through the online store collagenlab.eu.
Trader: Nutrikal LTD / “Nutrikal” EOOD
Company Registration Number / UIC: 202245000
VAT Number: BG202245000
Address: Republic of Bulgaria, Varna 9002, Primorski District, 65 Trakia Street
Email: hello@collagenlab.eu
Phone: +359 882 91 91 40
Website: https://collagenlab.eu
I. Delivery Service
Orders placed through collagenlab.eu are shipped through courier or logistics partners selected by the Trader.
Delivery may be made to an address, courier office, parcel locker or another available delivery point, where the relevant option is available during checkout.
The Trader reserves the right to change, add or remove courier and logistics partners at any time. The available delivery options will be shown on the website or during the checkout process.
II. Delivery Territory
Orders placed through collagenlab.eu are delivered to the territories and countries available during checkout.
If delivery to a specific country, region or address is not available during checkout, please contact us in advance at hello@collagenlab.eu.
The Trader reserves the right to refuse, cancel or modify delivery options where delivery to a specific destination is unavailable, restricted, technically impossible or commercially unreasonable.
III. Order Processing Time
Orders are processed within 1-2 business days after successful order confirmation and payment confirmation, unless otherwise stated on the website or in a specific campaign.
Orders placed during weekends, public holidays or outside working hours are processed on the next business day.
Delays may occur during periods of high order volume, promotional campaigns, public holidays, technical issues or other circumstances beyond the Trader’s control.
IV. Estimated Delivery Time
After the parcel has been handed over to the courier or logistics partner, the estimated delivery time depends on the delivery destination, selected service, courier schedule and any local delivery conditions.
For domestic deliveries within Bulgaria, delivery is usually completed within 1-3 business days after dispatch.
For international deliveries, delivery times may vary depending on the destination country, customs procedures, courier network, public holidays and local delivery conditions.
The stated delivery times are indicative and do not constitute a guaranteed delivery period. The Trader shall not be liable for delays caused by courier or logistics partners, incorrect delivery details provided by the Customer, customs checks, force majeure events or other reasons beyond the reasonable control of the Trader.
V. Delivery Cost
The delivery cost is calculated and displayed before the order is finalised, where such a fee applies.
Delivery costs are borne by the Customer, unless otherwise expressly stated on the website, in the checkout process or in a specific campaign.
The final delivery cost may depend on the delivery destination, delivery method, order value, parcel weight, parcel dimensions or other factors determined by the available delivery service.
VI. Delivery Details
The Customer is responsible for providing true, accurate and complete delivery information, including name, phone number, email address, delivery address, courier office, parcel locker or other delivery point, where applicable.
The Trader shall not be liable for delayed, failed or incorrect delivery where this is due to incomplete, inaccurate or incorrectly entered details provided by the Customer.
If the delivery details need to be corrected, the Customer should contact us as soon as possible at hello@collagenlab.eu. If the order has already been handed over to the courier or logistics partner, changes may not be possible or may be made only in accordance with the relevant courier’s terms.
VII. Receiving the Parcel
The Customer should be available to receive the parcel or collect it from the selected courier office, parcel locker or other delivery point within the period set by the courier or logistics partner.
If the parcel is not collected within the applicable period, it may be returned to the Trader.
In case of an uncollected or refused parcel, the Trader reserves the right to deduct the actual delivery and return costs incurred, where applicable and in accordance with the law.
VIII. Inspection Upon Delivery
The Customer should inspect the parcel upon receipt.
In case of visible damage to the transport packaging, missing product, incorrect product or suspected damage during delivery, the Customer should notify the courier and contact us as soon as possible at hello@collagenlab.eu.
For faster processing of the case, it is recommended to provide:
- order number;
- name and phone number for contact;
- description of the issue;
- photos of the transport packaging;
- photos of the product;
- photos of the label, batch number and expiry date, where applicable.
IX. Damaged or Missing Products
If the product is damaged during delivery, missing from the order or an incorrect product has been sent, please contact us at hello@collagenlab.eu.
After reviewing the case, we may offer a replacement, delivery of the missing product, refund, discount or another appropriate solution depending on the specific case and applicable law.
X. Delayed Deliveries
If the delivery is delayed beyond the usual estimated delivery time, the Customer may contact us at hello@collagenlab.eu so that we can assist with checking the parcel status.
After the parcel has been handed over to the courier or logistics partner, the specific delivery schedule is determined by the relevant delivery service provider.
XI. Customs, Duties and Import Charges
For international deliveries, the Customer may be responsible for any applicable customs duties, import taxes, local charges, handling fees or other charges imposed by authorities or service providers in the destination country.
Such charges are not controlled by the Trader and may vary depending on the destination country and applicable local regulations.
The Customer is responsible for ensuring that the ordered products may be lawfully imported into the destination country, where applicable.
XII. Force Majeure
The Trader shall not be liable for delay or inability to deliver where this is due to circumstances beyond its reasonable control, including but not limited to natural disasters, severe weather conditions, accidents, strikes, epidemics, pandemics, acts of public authorities, customs delays, transport difficulties, technical issues, interruption of courier services or other force majeure circumstances.
XIII. Product Returns
The conditions for returning products, exercising the right of withdrawal, submitting complaints and receiving refunds are set out in the separate Refund and Return Policy published on the website.
For questions related to returns or complaints, you may contact us at hello@collagenlab.eu.
XIV. Contact Details
For questions regarding delivery, order status or issues with a parcel, you may contact us through:
Email: hello@collagenlab.eu
Phone: +359 882 91 91 40
Trader: Nutrikal LTD / “Nutrikal” EOOD
Company Registration Number / UIC: 202245000
VAT Number: BG202245000
Address: Republic of Bulgaria, Varna 9002, Primorski District, 65 Trakia Street
Website: https://collagenlab.eu
Last updated: 16 June 2026
