Shipping policy

Shipping & Returns

Last updated: 18 July 2026

Delivery Options

Delivery options may vary based on your location and the item you've purchased. You will be informed about all available options during checkout.

Delivery Time

The delivery time is specified for each item on the product page.

Delivery Zones

We currently ship to the following countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the United Kingdom.

We plan to expand our delivery zones in the future. Can't find your country? Contact us at itsonthethirdfloor@gmail.com and we'll see how we can assist.

Delivery Partner

All shipments are dispatched through DHL or DPD.

Customs Duty and Tax

For deliveries within the European Union, VAT is included in the price shown at checkout and no customs duties apply. For orders shipped to the United Kingdom or Switzerland, additional customs duties or import taxes may be charged upon delivery by the local customs authority; these are not included in our prices and are outside our control.

Tracking

Once your order is dispatched, you'll receive an email containing a tracking number, allowing you to monitor your delivery.

Returns & Exchanges

You have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This is a statutory right under EU consumer protection law (transposed into Belgian law via Book VI of the Code of Economic Law).

Please be aware that the return shipping fee will be deducted from your refund or charged for your exchange, unless the item is faulty or was sent to you in error.

To initiate a return or exchange:

  1. Email us at itsonthethirdfloor@gmail.com with the subject "Return" or "Exchange." Include your order reference number in the email.
  2. Package your item(s) safely, preferably in the original packaging. If the original packaging is no longer available, please use any suitable alternative packaging for safe shipping.
  3. We will send you a prepaid return label. Simply affix this over the original shipping label. The return shipping fee will be deducted from your refund.
  4. Drop off your package at the nearest delivery point.

Please ensure all items are returned in their original, undamaged condition and packaging.

You can also use the standard EU withdrawal form to notify us of your decision to withdraw — just email us at itsonthethirdfloor@gmail.com with your order number and a clear statement that you wish to withdraw from your purchase.

Please note: return service is currently not available for orders shipped to the United Kingdom.

Legal Warranty

In addition to your right of withdrawal, all products benefit from the statutory 2-year legal guarantee against lack of conformity, in accordance with Belgian and EU consumer protection law. This means that if a product turns out to be defective or not as described, and this defect existed at the time of delivery, you are entitled to a repair, replacement, price reduction, or refund, free of charge.

This legal guarantee is separate from, and in addition to, our return policy and the process described under "Claims" below.

Claims

If your product doesn't meet your expectations or arrives damaged, we encourage you to reach out so we can address your concerns. Please keep the original packaging until the claim is processed.

To initiate a claim:

  1. Email us at itsonthethirdfloor@gmail.com with the subject "Claim." Include your order reference number. If your product arrived damaged, please include photos of both the product and the box it arrived in.
  2. Package your item(s) safely, preferably in the original packaging.
  3. We will send you a prepaid return label. Simply affix this over the original shipping label.
  4. Drop off your package at the nearest delivery point.

Refunds

Refunds will be processed to your original payment method within 14 days of us receiving the returned item.

Contact

If you have further questions or concerns about your item or its delivery, please reach out to us at:

COMMV Itsonthethirdfloor Muggenwegel 32 box 202, 9070 Destelbergen, Belgium Email: itsonthethirdfloor@gmail.com