Shipping & Delivery Policy | insoleo Description: Learn where insoleo ships (US + EU), processing time (1–4 business days), estimated delivery (7–13 business days), free shipping promotion, tracking availability, customs (EU DDU), and what to do for lost

Shipping destinations

We currently ship to the United States and to all European Union (EU) countries.

Processing time

Orders are typically processed within 1–4 business days.

Processing time is separate from delivery time and may be longer during high-demand periods.

Estimated delivery times

Estimated delivery time (standard shipping): 7–13 business days.

Note: These are estimates, not guarantees. Delivery times can vary due to factors outside our control (for example, carrier delays, customs processing, weather, or peak seasons).

Shipping cost

Free shipping is currently available as a limited-time promotion.

We may update, pause, or end this promotion at any time. Any changes apply to new orders placed after the change is published.

Tracking

Tracking may be available, but it is not guaranteed for every order.

If tracking is available for your shipment, you’ll receive the tracking details by email once your order ships (or as soon as the carrier provides the tracking number). Please allow some time for tracking events to appear after dispatch.

Customs, duties & taxes

For EU deliveries, shipments are sent on a DDU (Delivered Duties Unpaid) basis. This means you may be asked to pay import duties and/or VAT on delivery.

These charges are set by local authorities and are not controlled by insoleo. We can’t predict the amount or reimburse fees charged by customs or carriers.

Incorrect address / failed delivery

Please double-check your shipping address at checkout. The customer is responsible for providing a complete and accurate address.

If a package is returned, delayed, or not delivered due to an incorrect or incomplete address, refusal, or failed delivery attempt, we may not be able to replace it at no cost. If reshipping is possible, reshipment fees may apply.

Lost or damaged packages

If your package is lost in transit or arrives damaged, contact us and we’ll work with you to resolve it.

• Your option: You can choose a refund or a replacement/reshipment (when available).
• Damage evidence: For damaged deliveries, we may request clear photos of the shipping package and the item(s) to help us assess the issue.
• Timelines: Please contact us as soon as you notice a problem. Resolution time can vary depending on the information provided and carrier response times. We’ll do our best to move quickly, but we can’t promise exact dates.

Contact info

If you have questions about shipping or delivery, email us:

Email: info@insoleo.store

Support hours/timezone: CET