Shipping policy

Who we are. Alfieri Grupp OÜ, trading as ZOZOZON, Punane 17a, 13620 Tallinn, Estonia. Registration number 10364743, VAT number EE100344404, e-mail info@zozozon.com, phone +372 55536136.

Where we ship. ZOZOZON ships from our warehouses and partner warehouses in Estonia, Latvia and Lithuania to Europe and to more than 100 countries worldwide. If your country is not offered at checkout, write to us and we will check whether we can deliver.

What shipping costs. The cost depends on the destination, the weight and the size of the parcel. As a guide, small parts cost from 4.99 EUR within Estonia, from about 8 to 10 EUR to most European countries and from about 11 EUR to the United States. Heavier or bulky items cost more. The exact amount is shown at checkout after you enter your address and before you pay.

When we ship and how long delivery takes. Items in stock are usually dispatched within 1 to 7 business days after payment. Items we order from the supplier after your order are usually dispatched within 3 to 9 business days. Once dispatched, delivery usually takes 1 day within Estonia, 5 to 8 days within the EU, 9 to 13 days to the United States and 8 to 18 days to other countries. These are typical times, not guarantees, and carriers may be delayed. Current typical times by brand and by country are shown on our Delivery times page, updated weekly. For items marked "Availability on request" on the product page, we first check availability and tell you the delivery time, usually within 1 business day, before you pay. The answer is usually one of these: the item is available from a supplier and ships within a week; it must be ordered from the manufacturer, which usually takes several weeks (some parts, for example Makita parts supplied from Japan or other countries, can take longer, in rare cases several months); or it has been discontinued.

Tracking. You receive a tracking number by e-mail when the parcel is dispatched.

Taxes. Prices in our shop are shown without VAT. For deliveries within the EU, the VAT of your country is added at checkout and shown before you pay.

Customs and import duties. For orders to the United States, most items are sent with import duties included in the price: the product page then shows "Import duties included. No extra charges at delivery." For some higher-value items (about 95 EUR and above) duties are not included in the price; the product page does not show that mark, and the recipient pays customs duties and taxes to the carrier on delivery. Parcels to other countries outside the EU may also be subject to customs duties or import taxes charged by the destination country, payable by the recipient. If a recipient refuses a parcel or does not collect it, return shipping and any customs charges are deducted from the refund.

Wrong address. If the address you gave is wrong or incomplete and the parcel is returned or must be re-sent, the extra shipping cost is paid by you.

Receiving your parcel. Please check the parcel when you receive it. If the packaging is visibly damaged, note this with the carrier when you sign and keep all packaging. To report damage, a missing item or a wrong item, please send us, with your order number: (1) clear photos of the closed parcel from all six sides, with the shipping label readable; (2) photos of the opened parcel, the packing material and the contents as received; (3) close-up photos of the damage or the item received, showing the part number on the item or its label; and (4) if possible, a continuous unboxing video that starts with the closed parcel, shows all its sides and the label, and then the opening and the contents without cuts. Please write to us promptly, preferably within 7 days. We assess each claim on the evidence provided. If the photos or video are incomplete or unclear, we may ask for more evidence or for the item to be returned to us for inspection (at our cost) before we decide. Complete evidence lets us make a claim against the carrier and settle your case quickly.

Security seals. Parcels may, at our discretion, be closed with tamper-evident security seals, and for them we photograph the contents, the part numbers and the sealed parcel before dispatch. A seal cannot be removed or cut without leaving a visible mark. If your parcel carries security seals, please check them when the courier hands you the parcel. If a seal is broken, cut or shows "VOID", refuse the parcel or note the damage with the courier at delivery, and photograph the parcel before opening it. If the parcel was left in your mailbox, a parcel locker or at your door without being handed to you, do not open it if a seal is broken: photograph or film it from all sides with the seals and the label, and contact us and the carrier promptly, preferably within 24 hours of delivery. If the photos or video taken before opening show the seals intact, the parcel was not opened after it left us, and its contents are those recorded in our dispatch photos.

Product marking. Items we ship, in particular spare parts, are marked with hidden identification marks that allow us to recognise them as the items we sent. Every item returned to us or shown to us in a claim is checked against these marks and our dispatch records, and a claim is decided on that basis.

Damaged, lost or incorrect parcels. We are responsible for your parcel until it is delivered to you. If your parcel arrives damaged, does not arrive, or contains an incorrect or incomplete item, we will, at your choice where the law gives you one, send a replacement or refund the affected items, and we pay the shipping. If the carrier shows the parcel as delivered but you did not receive it, please check with neighbours and the carrier; we will open an investigation with the carrier and may ask you for a short written statement. Please do not return an item before we ask you to; we will give you the return details. For claims that a parcel arrived empty, or that its contents were missing, replaced or stolen, we require a copy of a report filed with the police before we can process the claim; together with the carrier we will provide our dispatch records (packing photos, weight and seal) to the investigation.

Your statutory rights. Nothing in this policy limits your statutory rights as a consumer, including the right to withdraw from your purchase and the legal guarantee that goods conform to the contract (see our Refund policy).

Business customers. If you buy as a business and not as a consumer, section 9 of the Refund policy applies.