Shipping policy

Shipping Policy

Order Processing

Orders are normally processed within 1-3 business days after payment is confirmed. Orders placed on weekends or public holidays begin processing on the next business day. During peak periods, processing may take longer.

Delivery Destinations and Methods

The destinations and delivery methods currently available for your address are shown at checkout. We do not guarantee delivery to a country or region unless an available shipping option appears before payment.

Delivery Estimates

Standard delivery is generally estimated at 7-15 business days, depending on destination. Express delivery, when offered at checkout, is generally estimated at 3-7 business days.

Delivery estimates begin after dispatch and are not guaranteed. Customs clearance, carrier disruption, severe weather, public holidays and peak periods may cause delays outside our reasonable control.

Shipping Charges

Available delivery methods and charges are calculated at checkout based on the destination and order. Any applicable free-shipping promotion will be displayed before payment.

Duties and Import Taxes

For international orders, customers are responsible for customs duties, import taxes and local handling fees unless checkout clearly states that these charges are included. Customs authorities may contact the recipient directly.

Tracking

When tracking is available, we will send a dispatch confirmation email containing the tracking number. Tracking can take 2-5 business days to show its first carrier scan.

Address Changes

Please provide a complete and accurate delivery address. Email support@bergstep.shop as soon as possible if a correction is needed. We cannot guarantee address changes or cancellations after fulfilment has begun.

Delivery Attempts

Depending on the carrier and destination, a parcel may be left in a safe place, redirected to a collection point or returned after unsuccessful delivery attempts. Additional reshipping charges may apply when a parcel is returned because of an incomplete address, refusal or failure to collect, except where the carrier or BERGSTEP is responsible.

Lost, Delayed or Damaged Parcels

If tracking has not updated for an extended period, or a parcel arrives damaged, email support@bergstep.shop with your order number and relevant photographs. We will work with the carrier to investigate and provide an appropriate resolution.

Please retain the shipping carton and packaging while a damaged-parcel claim is being reviewed.