🚚 Shipping, Exchanges, Complaints and Returns Policy

Welcome to the garage at shkutovcustoms.com! We make everything with attention to detail, but it is equally important to us that you receive your order quickly, conveniently and without unnecessary hassle. Below you will find detailed information about shipping methods, return and exchange conditions, and your rights as a customer.

Shipping

All deliveries are made quickly and securely to BOX NOW parcel lockers.

Dispatch schedule:

Standard items (from Shkutov Customs): Orders placed by 4:00 PM on a business day are processed and dispatched on the same day. Orders placed after 4:00 PM, at weekends or on public holidays are dispatched on the next business day.

Items from the “Flea Market” section: Items in the “Flea Market” section are not held in stock at our garage and are offered through individual listings. The processing and shipping times are agreed individually between the parties involved in each listing.

Delivery time:

The usual delivery time is 1 to 2 business days after the parcel has been handed over to the courier.

Shipping costs:

Fixed rate: €2.04 throughout Bulgaria.

FREE SHIPPING: On all orders over €49.00.

Parcel locker collection period:

The parcel remains in the BOX NOW locker for 48 hours. You will receive an SMS / email with the code to open the locker. You can extend the collection period by an additional 24 hours via the link in the message.

Note: Parcels that are not collected within the specified period are automatically returned to us.

Right of Withdrawal (Returns)

Under Article 50 of the Bulgarian Consumer Protection Act (CPA), you have the right to return purchased goods without giving a reason within 14 days of receiving them.

📋 Conditions for returned products:

The product must be in its original commercial condition, with no signs of wear, washing, ironing, stains, perfume or other contamination.

All original labels and stickers attached to the garment or item must be present.

The receipt or other proof of purchase must be included with the parcel.

🚫 Exceptions and Specific Conditions

Due to the nature of certain products and in accordance with Article 57 of the Bulgarian Consumer Protection Act, the following exceptions apply:

Hygiene considerations:

For health and hygiene reasons, underwear, swimwear, socks and other personal items are NOT eligible for return or exchange, unless they have a manufacturing defect.

Custom-made and personalised items:

Products made to the customer's individual specifications, including personalised text, prints or designs, are not eligible for return or withdrawal, except in cases of defects or errors attributable to us.

⚠️ Private listings in the “Flea Market” section:

Items listed in the “Flea Market” section are offered through individual listings and involve transactions between private individuals.

These transactions are NOT subject to the consumer protection provisions applicable to commercial sales by businesses to consumers. Therefore, the statutory 14-day right of withdrawal does not apply to items in this section unless the seller expressly states otherwise in the individual listing.

Exchange of Size or Product

Need a different size or another model? You can exchange the purchased item within 14 days.

Send us the item for exchange, ensuring that it meets the required conditions regarding its commercial condition and proof of purchase.

The shipping costs for the exchange (return shipping and dispatch of the replacement item) are borne by the customer.

Incorrect Items or Product Complaints

If you receive the wrong size, colour or model, or discover a manufacturing defect:

📱 Contact us immediately by phone on +359 898 32 53 86 or by email at [email protected].

📸 Send us a photo of the item received and the receipt or other proof of purchase.

🚚 All shipping costs for returning the item and sending the correct replacement are ENTIRELY COVERED BY US.

How to Return a Product via BOX NOW

Returning an item via BOX NOW is quick and easy:

Email us at [email protected] to notify us of the return and provide your bank account details (IBAN) for the refund.

Visit your nearest BOX NOW parcel locker and follow the return instructions on the screen, or use the return option available through the BOX NOW system.

Place the item together with the receipt in secure packaging and deposit it in the locker.

Refunds

Once we receive the returned product and verify that its commercial condition and the applicable return requirements have been met, the amount will be refunded by bank transfer to the provided IBAN.

The refund processing period is up to 14 business days from the date we receive the parcel.

For standard returns where the error was not ours, only the value of the products is refunded (the original shipping cost is excluded).

🎨 Product Colour Disclaimer

We do our best to photograph and display product colours as accurately as possible. However, the actual colour may vary slightly depending on the settings, brightness and type of your device's display (phone, monitor or tablet).

📞 Trader Details and Contact Information

Company: Shkutov Customs EOOD

Company ID / VAT ID: BG20172614

Registered address: 9 Edelvais Street, Mirovyane Village, Postal Code 1289, Bulgaria

Telephone: +359 898 32 53 86

Email: [email protected]

Website: shkutovcustoms.com

⚖️ Regulatory Authorities and Online Dispute Resolution

Bulgarian Commission for Consumer Protection (CCP): https://kzp.bg

European Commission Online Dispute Resolution (ODR) platform: European Commission