Please read carefully before placing an order. By placing an order, you confirm that you have read and agree to the terms of our Reshipment Policy.

Important Notes:

The reshipment policy does not apply if the customer fails to meet the order fulfillment conditions.
If even one of the required delivery conditions is not met, the company reserves the right to deny both free reshipment and refund.
We can only send one free reship. If something happens to the order again, unfortunately we will not be able to cover the full cost of another reship.

Conditions for successful delivery

These are mandatory requirements for your order to be delivered successfully. If even one of these rules is not followed, we will not be able to offer a refund or a free reshipment:

Use full and real name: If the name is incorrect or incomplete, the courier may not find you and the parcel may be returned.
Write full and correct address: The address must be accurate, without spelling mistakes, and must be your actual place of residence.
Use your real phone number: Provide a real and working number that the courier can use to contact you, if clarification of delivery details is needed or to notify you about the delivery of the package.
Be available: You must be present to receive the parcel. If you’re away (e.g., on vacation) and miss the delivery, it will not qualify for a refund or free reshipment.
Track your parcel: You must regularly monitor the tracking number yourself. If there’s a problem, act while the parcel is still in your country. If the parcel is returned because no action was taken in time, we will not offer a refund or free reshipment. A new shipping fee will be required.
Always film a video of opening your parcel: This protects you in case any product is missing or damaged.

Rules

Package returned to the sender

If your parcel is returned and all delivery conditions were met, please write to our support and we will provide one free reshipment or issue store credit for the full order amount to your Driada account.

If any of the required delivery rules were not followed, we can:

Reship your order after you pay for shipping again, or
Issue store credit minus the original shipping cost.

Tracking information has stopped updating

If the tracking information for your package hasn’t updated for over a week, please contact our support team so we can check for any issues.

We will start an investigation with the logistics company. If we receive confirmation that the parcel is lost, damaged, or undeliverable, we will provide a free reshipment or issue store credit equal to the order amount to your Driada account.

If no reply is received from the logistics company, and 40 days have passed since the last tracking update, your parcel may still be considered lost — and in this case, we will also offer a free reshipment or store credit.

Package seized by customs

Don’t confirm that the parcel is yours. Customs can’t do anything unless you confirm it. If you say it’s not yours, then we — the sender — take full responsibility, and you won’t face any problems.

To apply our reshipment policy, you need to send us a letter from customs confirming that your parcel was seized. Once we have this letter, we can:

Send you a free replacement (you’ll need to give a new name, address, and phone number), or
Add store credit to your Driada account for the full value of your order.

Missing products

If any items are missing from your order, you must send us a video of the first opening of the parcel. This video must be clear, continuous, and detailed — it’s the only way we can confirm what was (or wasn’t) inside.

Without this kind of proof, we will not be able to provide a refund or a free reshipment.

If we made a mistake or if you provided the required video, we can offer:

A free reshipment of the missing items, or
Store credit to your Driada account for the value of those products.

Damaged parcel or products

If your parcel or any product arrives damaged or in poor condition:

Please provide photos of the outer packaging, including all visible shipping labels.
Take clear photos of the full contents of the parcel.
Take close-up photos of the damaged or problematic products.
Write a detailed message describing the issue.

Our logistics team or medical specialists will review your case. If the product is confirmed to be damaged and unusable, we will offer:

A free reshipment of the affected items, or
Store credit for the value of those items to your Driada account.