Shipping policy
1. Order preparation and shipping
Orders are carefully prepared from our warehouses. We work with selected factories chosen for their reliability, preparation quality, logistical organization and commitment to responsible order management. Each product is checked before shipment in order to reduce errors and provide a reliable customer experience.
Our shipments are handled through international transit. This means that the parcel may pass through several logistics platforms before arriving in the destination country.
2. Usual delivery times
Usual delivery times are 7 to 14 business days after shipment for most destinations.
These delivery times are generally respected, and some orders may even be delivered faster. However, they may vary depending on the period, logistics traffic, customs checks, public holidays, busy periods or the specific procedures of the destination country.
For some countries, longer delivery times may be required.
Examples:
- United States: parcels are generally handed over to USPS after arriving on US territory. The estimated delivery time is usually 10 to 20 business days.
- Luxembourg, Cyprus, Portugal, Israel and overseas territories: some shipments are delivered in two stages via our European hub, with signature upon delivery. In this case, the estimated delivery time may be 12 to 20 business days.
- Some countries or territories may experience occasional delays due to customs checks or local procedures.
These delivery times are given as an indication and correspond to the delivery times usually observed.
3. Order tracking
A tracking link is sent to the customer as soon as the carrier provides us with the necessary information. Tracking may sometimes remain without updates for several days, especially when the parcel is in international transit or waiting to be registered by the local carrier.
A temporary lack of tracking updates does not automatically mean that the parcel is lost or not moving.
4. Delivery delays and commercial gestures
Samurai Football applies a clear commercial policy in order to reassure customers in case of unusual delays:
- Except for the countries or areas mentioned in section 2, if an order is not delivered within 14 business days after shipment, the customer may request a €7 commercial credit valid on a future order.
- If an order is not delivered within 30 business days after shipment, Samurai Football will refund the order, even if it is delivered later.
In the event of a confirmed issue with the order, including confirmed parcel loss, significant damage or a recognized delivery anomaly, the customer may choose between:
- a reshipment of the order
- a refund to the original payment method.
This commercial policy does not limit the consumer's legal rights.
5. Parcel marked as delivered but not received
When a parcel is marked as delivered by the carrier but the customer states that they have not received it, Samurai Football opens an investigation with the carrier or asks the customer to check the available information: neighbors, caretaker, drop-off point, mailbox, proof of delivery or possible signature.
The customer must contact us quickly after the "delivered" status appears so that the investigation can be carried out as efficiently as possible.
Depending on the outcome of the investigation, Samurai Football will offer an appropriate solution: reshipment, refund or additional assistance.
If the carrier provides sufficient proof of delivery, a signature or a compliant delivery confirmation, Samurai Football reserves the right to review the case individually before making any commercial decision.
6. Incorrect, incomplete or undeliverable address
The customer is responsible for the accuracy of the information provided when placing the order. Samurai Football cannot be held responsible for any delay, return, blockage or loss of a parcel caused by:
- an incomplete address;
- an error in the name, street, postal code or city;
- a missing building number, floor, apartment number or essential address detail;
- an undeliverable address;
- an error in the destination country;
- a lack of response from the customer to the carrier's requests.
If an order is returned to us due to an address error or delivery failure attributable to the customer, reshipment may be offered. Reshipping fees may be requested.
7. Customs fees and local taxes
Samurai Football organizes its shipments in a way that minimizes the risk of customs fees for its customers as much as possible. In practice, our parcels are sent in formats designed to avoid these fees. Our customers never have to pay customs fees upon receipt of their order.
However, customs procedures may change depending on the country, carriers or decisions made by local authorities. If legitimate customs fees were exceptionally requested from the customer upon delivery, the customer is invited to contact Samurai Football before making any payment, or immediately after payment with clear proof. After verification, Samurai Football may cover these fees.
Please note: Samurai Football cannot be held responsible for scam attempts, fake SMS messages, fake delivery emails, fake payment links or fraudulent requests claiming to come from a carrier or customs authority.
The customer must always verify the origin of any payment request before paying anything.