Shipping policy

Shipping Policy

Last updated: 1 August 2026

This Shipping Policy explains the processing, dispatch and delivery conditions for orders placed through oboe-reeds.com.

We ship handmade oboe reeds, English horn reeds, reed-making products and related accessories from Slovakia.

Order Processing Time

Most orders are prepared and dispatched within approximately 2–10 business days after successful payment confirmation.

Business days are Monday to Friday, excluding public holidays in Slovakia.

Because our reeds are handmade and many products are prepared after an order is placed, processing times may vary depending on:

  • product availability;

  • the number of products ordered;

  • the current volume of orders;

  • personalization or custom specifications;

  • the availability of natural cane and other materials.

Custom-made, personalized and Personal Oboe Reed products may require additional preparation time.

Where a different preparation time applies, it will be stated on the relevant product page, during checkout or communicated to the customer by email.

The processing time is separate from the carrier’s delivery time.

Shipping Destinations

We currently ship to:

  • Slovakia;

  • countries within the European Union;

  • selected countries outside the European Union.

Available shipping destinations are determined by the shipping address entered during Shopify checkout.

If no shipping option is displayed for your address, delivery to that destination may currently be unavailable. You may contact us at info@oboe-reeds.com for further information.

Shipping Methods and Costs

Available shipping methods and their prices are calculated and displayed during Shopify checkout before the order is completed.

Shipping costs may depend on:

  • the destination country;

  • the selected delivery method;

  • package weight and dimensions;

  • the value of the order;

  • the carrier’s current rates.

The final shipping cost is clearly displayed before the customer submits the order and confirms the obligation to pay.

We may offer different delivery options, including standard or priority delivery, depending on the destination and available carrier services.

Estimated Delivery Times

After the order has been dispatched, the estimated carrier delivery times are generally:

  • Slovakia: approximately 1–3 business days;

  • European Union: approximately 3–7 business days;

  • International destinations outside the European Union: approximately 7–21 business days.

These delivery times are estimates and are not guaranteed unless a specific binding delivery date has been expressly agreed.

Delivery may take longer because of circumstances such as:

  • customs clearance;

  • carrier delays;

  • public holidays;

  • severe weather;

  • strikes;

  • transport restrictions;

  • high seasonal shipping volumes;

  • incomplete or incorrect delivery information;

  • circumstances outside our reasonable control.

The total estimated delivery period consists of the order processing time and the carrier’s delivery time.

Order Confirmation and Dispatch Notification

After placing an order, the customer receives an order confirmation at the email address provided during checkout.

When the order is dispatched, the customer will normally receive a shipping confirmation.

Where tracking is available for the selected shipping method, the shipping confirmation may include a tracking number or tracking link.

Tracking information may require additional time to become active after the shipment has been handed over to the carrier.

Not every shipping method includes full online tracking.

Delivery Address

The customer is responsible for providing a complete and accurate delivery address.

Before completing the order, please carefully check:

  • the recipient’s full name;

  • street and building number;

  • apartment or unit number, where applicable;

  • postal code;

  • city;

  • country;

  • telephone number, where requested;

  • email address.

Please contact us immediately at info@oboe-reeds.com if you notice an error in your delivery address.

We cannot guarantee that the address can be changed after an order has been dispatched.

We are not responsible for delivery delays caused by incomplete or incorrect information provided by the customer.

If a shipment is returned because of an incorrect address, failure to collect the shipment or refusal of delivery, the customer may be required to pay the reasonable actual cost of reshipping the order, where permitted by applicable law.

Delivery and Transfer of Risk

For consumer orders, we remain responsible for the risk of loss or damage to the goods during delivery until:

  • the customer receives the goods; or

  • a third party designated by the customer, other than the carrier, receives the goods.

If the customer independently arranges delivery through a carrier that was not offered by us, the risk may pass to the customer when the goods are handed over to that carrier, as permitted by applicable law.

A delivery marked as completed by the carrier does not automatically prevent the customer from contacting us if the shipment was not actually received.

Delayed Shipments

Estimated delivery times may occasionally be exceeded.

If an order has not arrived within the estimated delivery time, please:

  1. check the tracking information, where available;

  2. check whether the carrier left a delivery notice;

  3. verify the delivery address in your order confirmation;

  4. check with household members, reception staff or neighbours;

  5. contact us at info@oboe-reeds.com.

We will provide reasonable assistance with tracking the shipment and communicating with the carrier.

Where goods are not delivered within the agreed delivery period, the customer retains all rights available under applicable consumer law.

Where required by law, the customer may request delivery within an additional reasonable period. If delivery is still not completed within that period, the customer may be entitled to cancel the purchase contract and receive a refund.

Lost Shipments

A shipment may be considered lost only after the carrier has completed its investigation or after the applicable carrier investigation period has expired.

If the carrier confirms that a shipment has been lost, we will provide an appropriate solution, which may include:

  • sending a replacement order; or

  • issuing a refund to the original payment method.

The appropriate solution will depend on product availability, the customer’s preference and applicable consumer law.

Please do not submit a chargeback before contacting us and allowing a reasonable opportunity to investigate and resolve the delivery issue.

This request does not limit any legal rights available to the customer.

Damaged Shipments

Please inspect the shipment as soon as reasonably possible after delivery.

If the parcel or products arrive damaged, contact us promptly at:

info@oboe-reeds.com

Please include:

  • your name;

  • your order number;

  • a description of the damage;

  • photographs of the outer packaging;

  • photographs of the shipping label;

  • photographs or video of the damaged products;

  • information about any visible damage noted during delivery.

Please retain the products and all original packaging until we confirm whether they are required for the carrier’s investigation.

Where possible, visible damage should also be reported directly to the carrier at the time of delivery.

Failure to report carrier damage immediately does not automatically remove the customer’s statutory consumer rights.

If the products were damaged during delivery, we will provide an appropriate solution in accordance with applicable law, which may include replacement, a price reduction or a refund.

Incorrect or Missing Products

If you receive:

  • an incorrect product;

  • an incomplete order;

  • fewer products than ordered; or

  • a product that does not match your confirmed order,

please contact us promptly at info@oboe-reeds.com.

Include your order number, a description of the issue and photographs where possible.

We will investigate the issue and provide an appropriate solution without charging the customer additional shipping costs for correcting an error caused by us.

Customs, Duties and Import Taxes

Orders delivered within the European Union are generally not subject to customs duties between EU member countries.

Orders delivered outside the European Union may be subject to:

  • customs duties;

  • import VAT;

  • customs-clearance charges;

  • brokerage or handling fees;

  • other taxes or charges imposed by the destination country.

Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping cost and are the responsibility of the recipient.

We do not determine or control the amount of customs duties, import taxes or carrier handling fees charged by authorities or service providers in the destination country.

The customer is responsible for checking the import rules and potential charges applicable in the destination country before placing an order.

Customs authorities may request additional information from the recipient before releasing a shipment.

Delays caused by customs processing are outside our direct control, but we will provide reasonable documentation and assistance where possible.

Refused and Uncollected Shipments

If a customer refuses delivery or fails to collect a shipment, the parcel may be returned to us by the carrier.

After the parcel is returned, we will contact the customer regarding the available options.

Where permitted by law, reasonable direct costs incurred because of refusal, non-collection or incorrect delivery information may be deducted from the refundable amount or charged before reshipment.

This does not apply where the customer refused the shipment because it was visibly damaged, incorrectly supplied or where the customer was otherwise legally entitled to refuse delivery.

Separate Shipments

An order containing multiple products may occasionally be sent in more than one shipment.

Where an order is split into separate shipments, the customer will not be charged additional shipping costs unless this was expressly agreed in advance.

Separate shipments may have different tracking numbers and may arrive on different dates.

Changes and Cancellations

Contact us as soon as possible at info@oboe-reeds.com if you need to change or cancel an order.

We cannot guarantee that an order can be changed or cancelled after:

  • production has started;

  • a custom or personalized product has been prepared;

  • the shipping label has been created;

  • the parcel has been handed over to the carrier.

Once an order has been dispatched, any cancellation or return is subject to our Refund & Return Policy and applicable consumer law.

Contact Information

For questions concerning processing, shipping, tracking, customs or delivery, please contact:

Peter Kovács – oboe-reeds.com

Rudlovská cesta 771/40
974 01 Banská Bystrica
Slovakia

ID number: 57096708
VAT number: SK1120929865
Email: info@oboe-reeds.com