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Shipping policy

Delivery

How much does delivery cost?

We ship to almost all of Europe, and to selected destinations worldwide. Rates depend on the destination country, parcel weight and the carrier you choose at checkout. Many countries qualify for free shipping above a minimum order value. Detailed per-country rates and free-shipping thresholds are listed on our Shipping Info page. The exact shipping cost for your order is always shown at checkout before payment.

When will I receive my order?

Orders placed by 14:00 on weekdays are packed and dispatched the same day. Orders placed later, on weekends or on public holidays are dispatched on the next working day.

Delivery time depends on the destination:

  • European countries: typically 2–6 working days after dispatch
  • Rest of the world: typically 5–23 working days after dispatch

You'll receive an email or SMS notification from the local courier once your parcel has been dispatched.

Please note: deliveries may not take place on public holidays in the origin or destination country, which can result in slight delays. We apologise for any inconvenience and appreciate your understanding.

Heavy parcels (over 4 kg)

Parcels weighing more than 4 kg are shipped exclusively by courier — pick-up point and parcel-locker options may be unavailable, and free shipping does not apply to heavy items. If your order exceeds the standard weight limits and no shipping option appears at checkout, please email us at info@medpak.shop and we'll arrange a quote.

Who will deliver my order?

The carrier depends on the destination country — we work with DHL, DPD, Packeta, PostNL, Royal Mail, Omniva, Posti, PostNord, Speedex, GLS, Bartolini, Cargus, CTT Express, MRW and several other regional partners. The full list of carriers and delivery options per country is available on our Shipping Info page.

Can I track my order?

Yes. Once your parcel is dispatched, we send you an email (and, where available, an SMS) with the tracking number and a link to the carrier's tracking page. Keep the tracking number until the parcel is delivered and your refund — if any — is confirmed.

Changes, Cancellations and Lost Parcels

Can I change or cancel my order?

Yes. If your order hasn't been dispatched yet — typically before 14:00 on the order day — we'll do our best to change or cancel it. Email us at info@medpak.shop or start a live chat on our website. Once the parcel has left our warehouse, our standard return process applies after you receive it.

Can I return my order?

Yes. You have 30 days from delivery to return unopened products, and EU customers have an additional statutory 14-day withdrawal right. Damaged or defective items are always on us. Full details, conditions and return addresses are in our Returns & Replacements Policy.

My parcel hasn't arrived — what should I do?

If you believe your parcel has been lost or significantly delayed, please contact us within 7 days of the expected delivery date at info@medpak.shop or via our live chat. We'll open an investigation with the carrier and either resend your order or issue a full refund.

Payment

How do I pay for my order?

We accept the following payment methods at checkout:

  • Credit and debit cards: Visa, Mastercard, American Express, Maestro and other major cards (secured via Stripe)
  • PayPal: fast checkout with your PayPal account
  • Klarna: flexible payment plans, including Pay in 3 and Pay Later (availability depends on country)
  • iDEAL — direct bank transfer for customers in the Netherlands (via Mollie)
  • Bancontact — for customers in Belgium (via Mollie)
  • MB WAY / Multibanco — for customers in Portugal (via Mollie)
  • Bank transfer — pay directly from your bank account (order is dispatched once the transfer is received)
  • Cash on delivery — available in selected countries (see below)

If you need help choosing or completing a payment, email info@medpak.shop or contact our customer support.

Can I pay cash on delivery?

Yes, in selected countries. An additional fee applies for cash-on-delivery orders — the exact amount is shown at checkout. COD is available in:

  • Austria
  • Bulgaria
  • Croatia
  • Czech Republic
  • Estonia
  • Greece
  • Hungary
  • Latvia
  • Lithuania
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain

Per-country COD rates are listed on our Shipping Info page.

How will I receive a refund?

Refunds are processed within 14 calendar days of us receiving your returned parcel (or proof of shipment, whichever comes first). The refund goes back to your original payment method — card, PayPal, Klarna, iDEAL, Bancontact, MB WAY, and so on. For cash-on-delivery orders we refund via bank transfer or PayPal (we'll ask for your details by email).

Depending on your bank, the money may take an additional 1–10 business days to appear on your account after we issue the refund. Full refund conditions are described in our Returns & Replacements Policy.

Contact

Questions about shipping or payment?

  • Email: info@medpak.shop
  • Phone: +48 12 446 64 99
  • Live chat: available on our website
  • Hours: Monday to Friday, 08:00–16:00 CET — we reply within 24 hours on business days
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