Frequently Asked Questions (FAQ)
1. Where do you ship?
We currently ship to all countries within the European Union.
Shipping to other regions may be added later.
2. How long does delivery take?
Estimated delivery time across the EU is:
- Standard Shipping: 5–15 business days
- Remote or island areas: up to 20 business days
Once your order is shipped, you’ll receive a tracking link via email.
3. How long does order processing take?
Orders are processed within 1–2 business days.
During peak seasons, processing may take slightly longer.
4. How do I track my order?
You’ll receive a tracking number via email once your order is shipped.
Please allow 24–48 hours for the carrier to update the tracking information.
5. My order hasn’t updated in a few days — is that normal?
Yes, this can happen with international delivery.
Tracking updates often appear in batches as the package moves through sorting centers.
If there’s no update for more than 5 days, contact us at support@packtu.com and we’ll check it for you.
6. What is your return policy?
We offer a 30-day free return guarantee.
If you’re not satisfied with your purchase for any reason, you may request a return within 30 days of receiving the item.
Details: See our Return & Refund Policy.
7. Do I have to pay for return shipping?
No.
Return shipping within the EU is completely free.
Once your return is approved, we’ll provide instructions and a return label where applicable.
8. What if my item arrives damaged or faulty?
If your item arrives damaged, defective or incorrect, email us within 7 days with photos/videos of the issue.
We will arrange a replacement or a full refund.
9. Can I change or cancel my order?
If your order has not yet been processed or shipped, we may be able to modify it.
Contact us as soon as possible at support@packtu.com .
Once the order is shipped, we cannot change or cancel it.
10. What payment methods do you accept?
We accept all major payment methods supported by Shopify Payments, including:
- Credit/debit cards
- Apple Pay
- Google Pay
- PayPal
You’ll see the available options during checkout.
11. Do you offer free shipping?
From time to time, we run free-shipping promotions.
When active, they will be displayed clearly during checkout.
12. Is my payment information secure?
Yes.
All payments are processed through encrypted and certified payment providers.
We never see or store your card information.
13. Do you offer support?
Absolutely.
For any questions about orders, returns or general inquiries, contact us at:
📧 support@packtu.com
We typically respond within 24–48 hours.