Shipping policy
Order processing
Orders are normally processed within 1–2 business days after payment confirmation. Orders placed during weekends or public holidays are processed from the next available business day.
Some products may be prepared and shipped directly by our logistics partners. An order containing multiple products may be delivered in separate packages, without additional shipping charges beyond those shown at checkout.
Delivery times
Standard delivery is generally estimated at 3–5 business days from dispatch, unless different times are shown during checkout.
The stated times are estimates and may vary due to the destination, public holidays, remote locations, carrier workloads, customs inspections or events outside our reasonable control.
In the event of a significant delay, you can contact us at info@desirexlab.com, quoting your order number.
Shipping charges and free-shipping thresholds
The rates currently configured are:
- Italy and the European Union excluding Malta and Cyprus: €9.90; free for orders of at least €69.
- United Kingdom, Malta and Cyprus: €15. No free shipping threshold applies.
- Switzerland, Moldova, Norway and San Marino: €20. No free shipping threshold applies.
- Australia, the United States and Canada: €25. No free shipping threshold applies.
The final shipping charge applicable to the order is always displayed at checkout before payment. Rates and thresholds may be updated; the amount displayed during checkout applies to each purchase.
Discreet packaging
To protect customer privacy, orders are normally shipped in neutral outer packaging without explicit references to the contents or nature of the products.
Because some orders are handled by third-party logistics partners and carriers, the shipping label may display the name of the logistics centre, operating sender or carrier, together with the information required for delivery.
Tracking
Where tracking is available, you will receive an email or other communication containing the tracking number after the package has been handed over to the carrier.
Tracking information may take several hours to update in the carrier’s systems.
Customs duties, taxes and charges
Shipments to countries outside the European Union may be subject to customs duties, import taxes or other charges imposed by the authorities in the destination country.
Unless these amounts are expressly included in the price or displayed at checkout, any import charges are the recipient’s responsibility. DesireXLab does not control the amounts charged by local authorities.
Customers are responsible for checking any import restrictions applicable in their country.
Delivery address
The customer is responsible for providing a complete and accurate delivery address. If you notice an error, contact us immediately at info@desirexlab.com. We can attempt to update the address only before the order is handed over to the logistics partner or carrier.
If delivery fails because of an incorrect or incomplete address supplied by the customer, an unjustified refusal or failure to collect the package, we may require payment of the actual costs necessary for a new shipment, to the extent permitted by law.
Damaged, lost or missing packages
If the package arrives visibly damaged, or tracking indicates a delivery that you have not received, contact us at info@desirexlab.com, quoting the order number and, where possible, attaching photographs.
We will investigate the issue with the carrier or logistics partner. Consumer rights relating to damaged, missing or non-conforming products remain unaffected.
Transfer of risk
In consumer contracts, the risk of loss of or damage to the products passes to the customer when the customer, or a person designated by the customer other than the carrier, acquires physical possession of the products, except where otherwise provided by law.
Contact
For questions concerning shipping and delivery, email info@desirexlab.com. The seller’s complete details and other contact information are available on the Contact Information page accessible from the website footer.