Shipping policy

At Amoura-intimates, we strive to provide you with a pleasant and worry-free shopping experience. Below you will find our shipping policy so you know exactly what to expect when placing an order.

Shipping areas

We currently deliver to Europe. Would you like delivery outside Europe? Contact us and we will review the possibilities together.

Delivery times

We do our best to process and ship your order as quickly as possible. Here is an estimated timeline:

Orders placed before 7:00 PM: Processed the same day or the next business day.
Processing time: 1 to 2 business days (Monday to Friday).
Shipping time: 5 to 7 business days within Europe.
Estimated total delivery time: 6 to 9 business days.

Note: During busy periods or in case of carrier delays, delivery may take slightly longer.

Carriers

We work with reliable partners to ensure safe and timely delivery, including:

La Poste
Deutsche Post
Bpost
PostNL
DHL
UPS
FedEx
DPD
TNT Express
GLS

Shipping costs

Free shipping

At Amoura-intimates, you benefit from free shipping in Europe with no minimum order amount.

Optional: Insured Shipping – Order Protection (€2.95)

For extra peace of mind, you can choose Insured Shipping at checkout. See Shipping Protection below for exactly what it covers.

Shipping Protection (Insured Shipping)

Shipping Protection is an optional shipping option you can select at checkout for a fixed fee of €2.95 per order. It gives you extra coverage and faster, hassle-free help if something happens to your parcel.

Your statutory rights always apply

Shipping Protection is an extra service on top of your legal rights — not a replacement for them. Under European consumer law, we are responsible for your order until it has been delivered to you. If your parcel is lost or damaged in transit, you are always entitled to a solution, whether or not you chose Shipping Protection.

What Shipping Protection adds:

Theft after delivery: coverage when tracking shows your parcel as delivered, but you did not receive it.
No waiting for the carrier: we reship your order right away once your claim is approved, without waiting for the carrier's investigation (which can take several weeks).
Priority handling: your claim is handled first by our customer service team.
Protected replacement: your replacement shipment is also sent with Shipping Protection, at no extra cost.

What is covered

Lost parcels: your parcel has not been delivered and the tracking has shown no update for 10 business days, or your parcel has not arrived within 20 business days after shipment.
Stolen parcels: the tracking shows your parcel as delivered, but you did not receive it.
Damaged parcels: your parcel or its contents arrive damaged as a result of transport.

What is not covered

Incorrect or incomplete address details entered at checkout.
Parcels that are refused, not collected from a pickup point within the collection period, or returned to sender.
Customs duties, taxes, or parcels held or seized by customs.
Delays in delivery where the parcel still arrives.
Damage that occurs after delivery, or items that have been worn or used.
Returns and exchanges for reasons such as size, colour or change of mind — these fall under our Refund policy.
Return shipments sent by you to our warehouse.

How to file a claim

Email us at info@amoura-intimates.com with the subject "Shipping Protection claim" and include:

Your order number;
A short description of what happened;
For damaged parcels: clear photos of the packaging, the shipping label and the damaged item(s).

Claim deadlines for Shipping Protection:

Damaged: within 3 days of delivery.
Stolen: within 3 days after the tracking shows your parcel as delivered.
Lost: within 3 days after your parcel meets the conditions for a lost parcel (see "What is covered" above).

For a stolen parcel, we kindly ask you to first check with your neighbours, housemates, your building's mailroom and any safe place where the carrier may have left it. We may ask you to confirm in writing that you did not receive the parcel.

What happens after your claim

We review your claim within 1 to 2 business days.
Once approved, we reship the same item(s) free of charge.
If an item is no longer available, we will offer you a comparable item or a refund of the affected item(s) to your original payment method.
You do not need to return damaged items, unless we explicitly ask you to.

Fee

The Shipping Protection fee is €2.95 per order and is charged once, regardless of the number of items.
The fee is non-refundable once your order has been shipped, including when you return items.
If your order is cancelled before it has been shipped, the fee is refunded together with your order.
Shipping Protection can only be added at checkout and cannot be added after your order has been placed.

Fair use

We handle every claim with care and trust. To keep Shipping Protection fair for everyone, we reserve the right to request additional information and to refuse claims in case of suspected misuse or fraud, or repeated claims for non-received parcels.

Import responsibility and VAT

The customer is fully responsible for paying customs duties, VAT, or any other taxes due upon entry of the goods into the destination country. These charges are not covered or handled by Amoura-intimates and must be paid directly to the relevant authorities.

Delivery issues?

Experiencing a delay, a damaged parcel or a lost package? Contact our customer service immediately — with or without Shipping Protection. We will be happy to assist you and ensure your order reaches you properly.

Track your order

As soon as your order is shipped, you will receive an email with your tracking number. You can use this tracking number to follow your order directly through our Track & Trace page and view the latest updates on your shipment.