Where we ship, how long it takes, and who pays what.

1. Where we deliver

We deliver to the 27 member states of the European Union and to Canada.

We do not deliver anywhere else. That includes the United States, the United Kingdom, Switzerland, Norway and Australia. The checkout will not accept an address outside the countries we serve, and an order that somehow reaches us with one will be cancelled and refunded in full.

2. Dispatch

Orders are picked, inspected, sealed and handed to the carrier within 3 business days of payment clearing. Business days are Monday to Friday excluding public holidays in the country of dispatch.

Nothing is dispatched before payment has cleared. If we cannot meet the dispatch window — a stock problem, a holiday closure at the fulfilment partner — we email you before the window expires and tell you the new date, and you may cancel for a full refund at that point.

3. Delivery windows

Times below are business days after dispatch, so add the 3-business-day dispatch window to get the total. They are carrier estimates, not guarantees.

Free over €69. If the goods value of your order — after any discount, excluding shipping — is €69 or more, standard tracked shipping costs you nothing. Below that it is a flat €5.00 — the same to every country we serve, whatever is in the box and however heavy it is. Most of the catalogue is above €69, so in practice most orders ship free anyway.

How that rate was set, and what is still an estimate. Goods ship from our supplier in China direct to you, so the cost that matters is China→destination. For a typical 300–600 g parcel the published China Post ePacket/EUB table works out at roughly €5.70–€8.70 to the EU and €6.70–€8.30 to Canada, and consolidator special-line rates land in the same band; add the fulfilment agent’s handling fee and the true cost is about €7–€10 a parcel. We charge €5.00, which is less than it costs us, and we absorb the difference rather than pass it on. That is a deliberate choice, not an error in this page. The €5.00 is our price and it is what you pay — the underlying cost figures are researched estimates rather than a signed carrier contract, and if a real quote moves them we will change this page and the checkout before you order, never after.

[OWNER TO CONFIRM — express upgrade.] There is no express option at checkout, deliberately. The only firm express figure we have is DHL Express from China at roughly €30–€42 for a parcel this size, 3–5 business days — an estimate with a wide spread, not a quote. We would rather offer no upgrade than sell you one at a price nobody has quoted us. When the fulfilment agent gives a real number, express appears here and at checkout with that number on it.

Every parcel is tracked. The tracking number is emailed to you once the carrier has accepted and first scanned the parcel — not when the label is created, because a label with no scan tells you nothing.

Remote regions, islands and peak periods take longer. Customs inspection can add a week or more and is outside our control.

4. Discreet packaging

Every order is packed the same way: the product goes into an unbranded pouch with its care and safety card, that goes into a plain outer box with cushioning, and the box is sealed. There are no product names, no images and no Onyx Bunny branding anywhere on the outside.

The sender name on the label is a neutral one agreed with the carrier. The statement entry for your payment is equally neutral and is shown to you before payment.

One honest limit: a customs declaration is a legal document and its contents cannot be falsified. For parcels entering the EU or Canada, the declaration must describe the goods accurately. We keep that description as generic as the rules allow, but we will not lie on it, and it is visible on the outside of international parcels.

5. VAT, customs and duty

European Union

We charge you no VAT at checkout, and you should expect a bill at the door. That is the honest position and it is worth reading before you order rather than after.

Your parcel is sent from outside the EU. That means import VAT at your own country's standard rate is assessed when it crosses the border. A seller can settle that in advance through the Import One-Stop Shop (IOSS), in which case VAT is collected at checkout and the parcel is released without further payment. We are not registered for IOSS, so we cannot do that for you — we are not VAT registered either, and IOSS requires a VAT identification number to obtain.

In practice, for an order of €50 of goods to a country with 21% VAT, expect the carrier to ask you for about €10.50 in import VAT plus its own handling fee, typically €10–€20, before it will deliver. The handling fee is the carrier's charge for clearing the parcel, not ours, and it does not scale with the value of the goods — which is why it hurts most on small orders. You can refuse the parcel, in which case it is returned and we refund the goods.

We would rather tell you this on a page you can read than have a courier tell you on your doorstep. Registration is being looked into; the day it is live, this page changes, the checkout starts collecting VAT, and you will no longer pay import VAT at the door.

Note for 2026 onward: the EU abolished the €150 customs-duty exemption from 1 July 2026, and a flat customs duty per item applies to low-value consignments. Where it applies it is collected by the carrier together with import VAT, not at our checkout.

Canada

Canadian GST/HST is not collected at checkout. Canada Border Services may assess GST, HST, provincial tax and customs duty on import, and the carrier may add a handling fee. Those amounts are payable by you to the carrier and are not included in the price you pay us.

6. Late, lost and damaged parcels

Late. Tracking that has not moved for seven business days is worth telling us about. Email [email protected] with the order number and we will open a trace with the carrier.

Lost. We treat a parcel as lost once the carrier confirms it, or after 30 business days past the end of the delivery window, whichever comes first. A lost parcel is replaced or refunded in full, your choice.

Damaged. Photograph the outer box and the contents before unpacking further, and email us the photographs within 48 hours of delivery. We replace or refund and pay any return postage.

Wrong or incomplete address. If a parcel is returned to us because the address was wrong or nobody collected it, we refund the goods less the actual return cost, or resend once you pay the new postage. Please check your address on the confirmation email.

If we fail to deliver within the agreed time, or within 30 days where no time was agreed, you may give us an additional reasonable period and, if we still fail, cancel and receive a full refund.

7. Age on delivery

Orders are for adults aged 18 and over. Parcels are not left with a neighbour or in a parcel locker where the carrier's terms prohibit it for this category. If the carrier requires an adult signature for a given route, that is applied.

8. Contact

Email [email protected] or call +370 641 95795 with your order number.

This policy forms part of the terms and conditions. See also the refund and returns policy.