Shipping & Returns
SHIPPING AND RETURN POLICY
This policy sets out the conditions for the delivery, return, and exchange of goods in the "Moss Emeralds" online store. The rules are prepared in accordance with the laws of the Republic of Lithuania, including the Civil Code of the Republic of Lithuania, the Law on Consumer Protection, and the Retail Trade Rules.
1. SHIPPING CONDITIONS
1.1. Delivery methods: Ordered goods are delivered within Lithuania and abroad via courier services or the Lithuanian postal service.
1.2. Delivery time:
• Within Lithuania: 2–5 business days.
• Within the European Union: 5–10 business days.
• Other countries: Depending on the terms of the selected delivery service provider.
1.3. Shipping costs: The cost depends on the shipping destination, chosen delivery method, and the total weight of the package. The price is automatically calculated before confirming the order.
1.4. Responsibility for delivery:
• The customer is responsible for providing the correct delivery information. If a package is returned due to an incorrect address, the customer must cover the cost of re-shipping.
• If a package does not reach the recipient due to the carrier’s fault, "Moss Emeralds" will assist in resolving the issue.
1.5. Package inspection: Upon receiving the package, the customer must check its condition within 24 hours. If the package or item is damaged, the customer must contact us immediately via email Zyrianovas@gmail.com and provide photos of the damage.
2. RETURN AND EXCHANGE POLICY
2.1. Return period: In accordance with the Lithuanian Consumer Rights Protection Law, the buyer has the right to return an item within 14 calendar days from the date of receipt without providing a reason.
2.2. Return conditions:
• The item must be unused, undamaged, and in its original packaging.
• A purchase document (invoice or receipt) must be provided with the returned item.
• Custom-made or personalized items (e.g., paintings made according to the customer’s specific requests) are non-refundable unless they are defective.
2.3. Return process:
• Contact us via email Zyrianovas@gmail.com and submit a return request.
• Once we receive your request, we will send you return instructions.
• The customer is responsible for covering the return shipping costs unless the item was received damaged or incorrect.
2.4. Refund policy:
• Refunds for returned items will be processed within 14 business days after receiving and inspecting the item.
• If the item is damaged due to improper use or return shipping, a refund will not be issued.
3. WARRANTY AND COMPLAINTS HANDLING
3.1. If the received item has manufacturing defects, the customer has the right to submit a complaint within 2 years from the date of purchase.
3.2. A complaint about a defective item must be submitted via email Zyrianovas@gmail.com, along with photos of the item and a description of the issue.
3.3. If the complaint is valid, the customer may be offered:
• A replacement item.
• Repair (if possible).
• A refund.
3.4. Complaints are processed within 14 calendar days from the date of submission.
4. ADDITIONAL INFORMATION
4.1. These rules may be updated without prior notice. Changes take effect from the date of publication on the website.
4.2. If you have any questions regarding shipping or returns, please contact us:
• Email: Zyrianovas@gmail.com
• Phone number: +37065318800
This policy has been prepared in accordance with the laws of the Republic of Lithuania to ensure transparency and protect customer rights.