Shipping policy
The definitions used in the Terms and Conditions of One TRIBE EU apply accordingly to this Shipping Policy.
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Entity fulfilling Orders. The Seller One Tribe EU sp. z o.o., ul. Górna 28/34, 74-320 Barlinek, KRS 0001167971, NIP 5971762821.
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The physical handling of orders, shipping and returns for EU deliveries is performed by our logistics partner: DTW – One Tribe, Sochaczewska 98 C, 05-870 Błonie Wieś, Poland.
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Delivery-related queries. The physical delivery (carriage) is performed by the carrier.
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Territorial scope. Deliveries are made exclusively within EU Member States. Shipments outside the EU are not covered by this Policy and require separate arrangements.
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Order and payment (prepaid). All Orders are prepaid online (card / PayPal / Google Pay). Cash on delivery is not offered. Order processing starts after successful payment authorisation.
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Warehouse processing time. The standard picking/packing time is 1–2 Business Days from payment authorisation. Items marked “in stock” are usually dispatched within 24 hours. Products with longer availability are shipped according to the information shown on the Product page or in the cart. Orders containing items with different availabilities may be:
a) shipped together once complete; or
b) split into partial shipments — at no extra cost for a Consumer; for a Business Customer, any costs are agreed with the Client in advance. -
Transit time after dispatch (indicative). Poland: 1–2 Business Days; other EU countries: 2–6 Business Days. Times depend on the carrier, destination and seasonality. Remote/island/mountain areas may extend delivery by 2–3 days.
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Delivery methods. We deliver by courier to the specified address and—where locally available—to parcel lockers / pickup points. The delivery methods and carriers available for a given country are displayed in the cart and at Checkout. Personal collection is unavailable.
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Delivery costs. The delivery cost is calculated dynamically in the cart based on the country, method and cart weight/value. Free shipping applies only for orders from EUR 250 / GBP 200 (or the equivalent in the local currency shown at checkout). There is no free-shipping benefit for registered customers. Any surcharges for remote areas are displayed before the Order is placed.
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Shipping and billing details. The Client must provide complete and correct shipping data (full name/company name, address, postal code, city/town, country, and a phone number for the courier). By default, the shipping address is used as the billing address; the Client may indicate a different billing address. Incorrect or incomplete data may cause delays or return of the parcel; re-shipping due to Client-attributable reasons is chargeable.
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Confirmations and tracking. After acceptance for processing, the Client will get Order confirmation by e-mail. After dispatch, couriers send shipping notifications to the Client’s e-mail or phone number, followed by automated messages with the planned delivery window and the tracking number. The proof of purchase (receipt/invoice) is delivered electronically to the e-mail address indicated in the Order.
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Changes after placing an Order. Changes to the delivery address or method are possible until dispatch via our Customer Service at the e-mail address above. After dispatch, any changes depend on the carrier’s capabilities and may extend delivery times or incur surcharges.
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Split shipments. To speed up delivery of available items, we may ship an Order in parts. For Consumers, this involves no additional costs. For Business Clients, any costs are agreed individually before fulfilment.
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Non-delivery and returns. If the recipient is absent, the carrier will attempt redelivery or provide pickup information. After unsuccessful attempts or expiry of the pickup period, the parcel returns to us. Re-shipping is arranged with the Client. If the reason lies with the Client, the Client bears the re-shipping costs.
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Damaged parcels. Please check the external condition of the parcel upon delivery. In case of damage or shortage, draw up a damage report with the courier, take photos and notify us without delay (preferably within 48 hours of delivery) at complain@one-tribe.eu. Failure to notify within this time may hinder claims against the carrier; this does not limit statutory consumer rights.
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Lost shipments. If the tracking status does not change for 7 days or the delivery time is significantly exceeded, please contact us so we can initiate a carrier investigation. We may ask for a non-delivery statement.
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Transport restrictions for cosmetics. Certain Products (e.g., aerosols, alcohol-based items) may be subject to transport restrictions. In such cases, we may change the delivery method, split the Order, or disable delivery to certain locations. You will be informed before dispatch.
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Transfer of risk. For a Consumer, the risk of accidental loss of or damage to the Product passes upon delivery to the Consumer (or to a third party indicated by the Consumer other than the carrier). In B2B relations, risk passes when the goods are handed over to the carrier, unless otherwise agreed.
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Force majeure. Events beyond our control (strikes, natural disasters, extreme weather, logistics operator outages, pandemics, war) may extend delivery times. We will inform you without undue delay and provide a new estimate; in case of a material delay, we will allow withdrawal from the contract regarding undelivered Products.
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Special areas and exclusions. We do not deliver to PO boxes (except permitted parcel lockers), field post addresses, or locations without courier service. Selected postcodes may be subject to surcharges and extended delivery times, which are displayed in the cart before payment.
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Applicable law and relation to the Terms. This Shipping Policy forms part of the Terms and Conditions of the Service and the Online Store of One Tribe EU sp. z o.o. For matters not regulated herein, the applicable EU and national laws on distance contracts apply (including the implementation of Directive 2011/83/EU). Rules on withdrawal, returns and complaints are set out in the separate Returns & Complaints Policy.
Final shipping cost is calculated dynamically at checkout based on destination, method and basket weight/value. Any remote-area surcharges are shown before payment.
Delivery costs:
The cost of courier delivery (DPD International and DHL Courier) depends on the destination country.