Shipping & Returns

1. Where we deliver

• We currently deliver to Poland, the United States, Germany, Czechia, Portugal and Slovakia.
• Delivery is free to all of these countries. The price shown at checkout is the total you pay.
• You enter your delivery address on the secure checkout page when you place your order.

2. Processing and delivery times

• Processing starts once your payment is confirmed. With some payment methods (for example US bank account payments) confirmation can take longer.
• Delivery times are estimates. If you need your order by a specific date, please order early.
• If your order is late: if we have not delivered within the time we agreed, you can give us an additional, reasonable deadline. If we miss that too, you can withdraw from the contract and get a full refund. If delivery by a certain date was essential and we both knew this when the contract was concluded, you can withdraw straight away. See Terms, section 8.

3. Taxes and import duties

Products are shipped by our fulfilment partner and may be dispatched from warehouses outside the European Union. The price you pay includes import taxes and duties, so you will not be asked to pay anything extra on delivery.

4. Receiving your parcel

• If you order several products, they may arrive in separate parcels.
• Please check your parcel when it arrives. If it is visibly damaged, we recommend asking the courier to write a damage report and then emailing us at support@awkwarduncle.com. This helps us sort it out quickly, but it is not a condition of your rights — you can still make a complaint without it.
• Responsibility for the products passes to you only when you, or someone you have nominated (other than the courier), take possession of them. Until then, loss or damage in transit is our responsibility — if your parcel does not arrive, contact us.

5. Changing or cancelling an order

• Wrong details? If you notice a mistake in your contact or delivery details after placing an order, email us as soon as possible with your order number. We will try to correct it before the parcel is dispatched.
• Changed your mind? As a consumer you can withdraw from the contract even before your parcel arrives — just send us a withdrawal statement as described in section 7.
• If, in exceptional cases, we cannot fulfil your order (for example because a product has become unavailable), we will tell you by email without delay and refund the full amount within 14 days at the latest, using the same payment method.

6. 14-day returns

• If you are a consumer (or a sole trader buying with consumer rights), you can withdraw from the contract within 14 days without giving any reason.
• The 14 days start on the day you, or someone you have nominated (other than the courier), take possession of the products. If your order arrives in several parcels, they start from the day you receive the last one.
• To meet the deadline, it is enough to send your withdrawal statement before the 14 days are up.
• Some products cannot be returned by law — for example products made to your specifications, or sealed products which are not suitable for return for health protection or hygiene reasons once unsealed after delivery. If this applies to a product, we will say so clearly on its product page before you order.

7. How to return a product

The full rules and the model withdrawal form are in Terms, section 9 and the Annex.

8. Return costs and refunds

• Return shipping: you pay the direct cost of sending the products back.
• What we refund: all payments received from you for the returned order, including the cost of delivery if you paid for it.
• When: without undue delay and no later than 14 days after we receive your withdrawal statement. We may hold the refund until we have received the products back or you have sent us proof of sending them, whichever happens first.
• How: using the same payment method you used for the order, unless you expressly agree to another method that costs you nothing. How long it takes for the money to appear on your account depends on your payment provider.

9. Condition of returned products

• You can unpack and check the products just as you would in a shop.
• If a returned product has lost value because it was handled beyond what was needed to check its nature, characteristics and functioning — for example a costume or mask that has been worn at a party — we may reduce the refund by that loss in value.
• To avoid damage in transit, please pack returned products securely, ideally in their original packaging.

10. Faulty, damaged or wrong products

A return (change of mind) and a complaint (something is wrong with the product) are different things. If a product is faulty, damaged or not what you ordered, you are not using your 14-day return right — you are making a complaint, and different rules apply:

• We are liable for any lack of conformity with the contract that exists when the product is delivered and becomes apparent within 2 years of delivery.
• Email support@awkwarduncle.com with your order number, a description of the problem (photos help) and what you would like us to do. You can also send a complaint by post to the address in our Terms, section 18.
• You can ask for a repair or replacement. If that is impossible, disproportionately costly for us, refused or unsuccessful — or the problem is serious enough — you can ask for a price reduction or withdraw from the contract (unless the problem is minor).
• We reply to every complaint within 14 days. If we do not reply in time, your complaint is considered accepted.
• You don't pay for complaints: if we need the product back, we tell you how to send it and cover the cost, and we also cover the cost of repair or replacement, including delivery.
• Normal wear and tear and damage caused by improper use are not a lack of conformity.

The full rules are in Terms, section 10.

11. Business customers

• If you buy as a sole trader and the purchase is not of a professional nature for you, you have the same return and complaint rights as a consumer.
• For other business customers, the 14-day return right does not apply, and different complaint rules apply — see Terms, section 12.

12. Contact

Questions about delivery, a return or a complaint? Email us at support@awkwarduncle.com or use the contact form on the website — please include your order number. Our full company details are in Terms, section 18.