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.
Processing Time
Each pillow is handmade to order. Please allow 5–7 business days for your order to be prepared and dispatched. You'll receive a tracking confirmation by email once it ships.
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, DPD or UPS.
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:
- Email us at itsonthethirdfloor@gmail.com with the subject "Return" or "Exchange." Include your order reference number in the email.
- 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.
- 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.
- 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.
Orders shipped to the United Kingdom
UK customers have the same 14-day right to cancel, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We don't currently offer prepaid return labels for the United Kingdom. If you want to cancel a UK order, email itsonthethirdfloor@gmail.com within 14 days of delivery and we'll confirm the return address. You arrange and pay for the return shipment yourself; we recommend a tracked service. Once the item reaches us in its original condition, we refund the price of the goods and the standard outbound delivery cost.
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:
- 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.
- Package your item(s) safely, preferably in the original packaging.
- We will send you a prepaid return label. Simply affix this over the original shipping label.
- Drop off your package at the nearest delivery point.
Customs, duties and undelivered parcels
Within the EU, the price at checkout is the full price. Outside it, the destination country may add charges we don't control.
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, customs duties, import taxes or handling charges may be charged on delivery by the local customs authority. These are set by the destination country, are not included in our prices, and are paid by the customer.
Please keep an eye on your tracking information so you can settle any charges promptly. This is what keeps a parcel moving through customs instead of being sent back.
Incorrect or incomplete addresses
Please check your delivery address carefully before you order. If a parcel can't be delivered because the address was incorrect or incomplete and it comes back to us, the cost of sending it out again is the customer's.
Refused or unclaimed parcels
If a parcel is not collected, refused or cannot be delivered due to unpaid import duties, it will be returned to us.
In that case:
• Shipping costs and return fees cannot be refunded
• A reduced refund may apply if DHL/DPD/UPS charges additional handling fees
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