<h1>Shipping Policy</h1>
<p><strong>Information about order processing, delivery times, shipping costs, customs, and international deliveries.</strong></p>
<p><strong>Last updated:</strong> April 25, 2026</p>
<p>This Shipping Policy applies to products purchased through <a href="https://pocketpiano.com">pocketpiano.com</a> and is provided by Pocketpiano SL, CIF B66977513.</p>
<p>By placing an order through our website, you agree to the terms set out in this Shipping Policy, together with our Terms of Use, Returns Policy, Privacy Policy, and any other conditions displayed during checkout.</p>
<h2>1. Shipping Destinations</h2>
<p>We offer shipping to most countries worldwide.</p>
<p>The availability of shipping to a particular destination will be confirmed during checkout. In certain cases, we may be unable to deliver to specific countries, territories, remote areas, islands, military addresses, post office boxes, or locations affected by legal, logistical, customs, or carrier restrictions.</p>
<p>If we are unable to ship your order to the address provided, we will contact you as soon as reasonably possible and arrange either an alternative delivery method or a refund.</p>
<h2>2. Order Processing</h2>
<p>Orders are normally processed after payment has been successfully authorised and the order information has been verified.</p>
<p>Processing may include:</p>
<ul>
<li>Payment verification.</li>
<li>Fraud-prevention checks.</li>
<li>Stock confirmation.</li>
<li>Product preparation and quality control.</li>
<li>Packaging and shipment documentation.</li>
</ul>
<p>Orders placed on weekends, public holidays, or outside normal business hours may begin processing on the next business day.</p>
<p>During promotional periods, product launches, high-demand periods, or public holidays, processing times may be longer than usual.</p>
<h2>3. Estimated Delivery Times</h2>
<p>Our standard estimated delivery time is up to <strong>10 business days worldwide</strong> from the date the order is dispatched, unless a different delivery estimate is shown during checkout or communicated to you after purchase.</p>
<p>Delivery times are estimates only and are not guaranteed.</p>
<p>Actual delivery times may vary depending on:</p>
<ul>
<li>The destination country and delivery address.</li>
<li>The selected shipping method.</li>
<li>Carrier availability and performance.</li>
<li>Customs clearance procedures.</li>
<li>Local import requirements.</li>
<li>Weather conditions or natural events.</li>
<li>Public holidays and peak delivery periods.</li>
<li>Remote-area delivery restrictions.</li>
<li>Incorrect or incomplete delivery information.</li>
<li>Events beyond our reasonable control.</li>
</ul>
<p>Business days generally exclude Saturdays, Sundays, and public holidays in the country of dispatch and, where applicable, the destination country.</p>
<h2>4. Pre-Orders and Backorders</h2>
<p>Some products may be offered on a pre-order or backorder basis.</p>
<p>Where a product is not immediately available, the estimated shipping or availability date will be displayed on the product page, during checkout, or communicated separately.</p>
<p>Estimated pre-order and backorder dates are provided in good faith but may change due to production schedules, supply-chain delays, quality-control procedures, component availability, customs requirements, or circumstances beyond our reasonable control.</p>
<p>If a significant delay occurs, we will make reasonable efforts to inform you using the contact details provided with your order.</p>
<h2>5. Shipping Costs</h2>
<p>Shipping costs are calculated based on factors such as:</p>
<ul>
<li>The delivery destination.</li>
<li>The weight and dimensions of the shipment.</li>
<li>The selected shipping method.</li>
<li>Carrier charges.</li>
<li>Remote-area or special-handling surcharges.</li>
</ul>
<p>The applicable shipping cost will be displayed during checkout before you complete your purchase, unless shipping is included in the product price or provided free of charge as part of a specific promotion.</p>
<p>Promotional free shipping, discounted shipping, or special delivery offers may be subject to specific conditions, geographical restrictions, minimum purchase amounts, or limited validity periods.</p>
<h2>6. Taxes, Customs Duties, and Import Charges</h2>
<p>Orders shipped internationally may be subject to import taxes, customs duties, VAT, sales taxes, handling charges, brokerage fees, or other charges imposed by the destination country.</p>
<p>Whether these charges are included in the purchase price will depend on the information shown during checkout and the delivery terms applicable to the order.</p>
<p>Unless expressly stated otherwise during checkout, the customer is responsible for paying any customs duties, import taxes, brokerage charges, or other fees imposed by local authorities or carriers.</p>
<p>Pocketpiano SL does not control these charges and cannot predict their amount. Customs and tax rules vary by country, and customers are responsible for checking the applicable requirements before placing an order.</p>
<p>Refusal to pay customs duties or import charges may result in the shipment being returned, abandoned, delayed, or destroyed by the relevant authorities or carrier.</p>
<p>Where a shipment is returned because the customer refuses or fails to pay applicable import charges, any refund may be reduced by the costs incurred, including:</p>
<ul>
<li>Original shipping costs.</li>
<li>Return shipping costs.</li>
<li>Customs duties and taxes charged to us.</li>
<li>Carrier handling fees.</li>
<li>Storage or administrative costs.</li>
</ul>
<h2>7. Shipping Confirmation and Tracking</h2>
<p>Once your order has been dispatched, you will normally receive a shipping confirmation by email.</p>
<p>Where tracking is available, the shipping confirmation will include a tracking number or a link to the carrier’s tracking platform.</p>
<p>Please note that tracking information may take some time to become active after the shipment has been collected or registered by the carrier.</p>
<p>Tracking updates are provided by the shipping carrier. We are not responsible for temporary delays, incomplete scans, or inaccuracies in a carrier’s tracking system.</p>
<h2>8. Delivery Address</h2>
<p>Customers are responsible for providing a complete, accurate, and deliverable shipping address when placing an order.</p>
<p>Please review the following information carefully before completing your purchase:</p>
<ul>
<li>Recipient’s full name.</li>
<li>Street name and building number.</li>
<li>Apartment, unit, floor, or access details.</li>
<li>Postal or ZIP code.</li>
<li>City, region, and country.</li>
<li>Telephone number.</li>
<li>Email address.</li>
</ul>
<p>If you notice an error in your shipping address, please contact us immediately at <a href="mailto:team@pocketpiano.com">team@pocketpiano.com</a>.</p>
<p>We will make reasonable efforts to update the address before the order is dispatched, but we cannot guarantee that changes will be possible after an order has entered processing or has been handed to the carrier.</p>
<p>Pocketpiano SL is not responsible for delivery failures, additional costs, or delays caused by incorrect, incomplete, outdated, or inaccessible address information provided by the customer.</p>
<h2>9. Address Changes After Dispatch</h2>
<p>Once an order has been dispatched, address changes are subject to the shipping carrier’s rules and may not be possible.</p>
<p>If an address change is accepted by the carrier, additional fees may apply. These fees may be charged to the customer.</p>
<p>Changing a delivery address may also cause delays and may affect the estimated delivery date.</p>
<h2>10. Delivery Attempts</h2>
<p>The shipping carrier may require someone to be present at the delivery address and may request a signature, identification, access code, or other proof of receipt.</p>
<p>If nobody is available to receive the order, the carrier may:</p>
<ul>
<li>Attempt delivery again.</li>
<li>Leave instructions for rescheduling delivery.</li>
<li>Deliver the parcel to a local collection point.</li>
<li>Hold the shipment at a carrier facility.</li>
<li>Return the shipment to us after the carrier’s holding period expires.</li>
</ul>
<p>Customers are responsible for monitoring tracking updates and following any instructions issued by the carrier.</p>
<h2>11. Failed Delivery and Unclaimed Shipments</h2>
<p>A shipment may be returned to us if:</p>
<ul>
<li>The address is incorrect or incomplete.</li>
<li>The recipient cannot be located.</li>
<li>Delivery is refused.</li>
<li>The parcel is not collected within the carrier’s deadline.</li>
<li>Customs duties or import charges are not paid.</li>
<li>The carrier is unable to access the delivery location.</li>
</ul>
<p>If an order is returned for any of these reasons, we will contact you to discuss the available options.</p>
<p>Where reshipment is requested, the customer may be required to pay additional shipping, customs, handling, or administrative costs.</p>
<p>If a refund is requested or required, the refundable amount may be reduced by the costs incurred in shipping, returning, storing, or processing the order, to the extent permitted by applicable law.</p>
<h2>12. Delayed Shipments</h2>
<p>If your shipment is delayed, please first review the tracking information provided by the carrier.</p>
<p>International shipments may experience delays due to customs clearance, import inspections, local transport networks, weather events, peak-season demand, or other circumstances outside our control.</p>
<p>If tracking has not been updated for an unusually long period, please contact us at <a href="mailto:team@pocketpiano.com">team@pocketpiano.com</a> and include:</p>
<ul>
<li>Your full name.</li>
<li>Your order number.</li>
<li>Your tracking number.</li>
<li>Your delivery address.</li>
</ul>
<p>We will review the shipment information and, where appropriate, contact the carrier or open an investigation.</p>
<h2>13. Lost Shipments</h2>
<p>A shipment will not automatically be considered lost simply because it is delayed or because tracking information has not recently been updated.</p>
<p>Shipping carriers apply their own investigation periods and procedures before formally declaring a shipment lost.</p>
<p>If a carrier confirms that a shipment has been lost, Pocketpiano SL will assess the appropriate solution, which may include:</p>
<ul>
<li>Sending a replacement product.</li>
<li>Issuing a refund.</li>
<li>Offering another solution agreed with the customer.</li>
</ul>
<p>The applicable solution will depend on product availability, the circumstances of the shipment, the carrier’s investigation, and applicable consumer legislation.</p>
<h2>14. Damaged Shipments</h2>
<p>Please inspect the external packaging and product as soon as possible after delivery.</p>
<p>If the package appears visibly damaged, crushed, opened, wet, tampered with, or otherwise affected, please document the condition before opening it where possible.</p>
<p>For damaged shipments, please contact us as soon as possible at <a href="mailto:team@pocketpiano.com">team@pocketpiano.com</a> and provide:</p>
<ul>
<li>Your order number.</li>
<li>A description of the damage.</li>
<li>Photographs of the external packaging.</li>
<li>Photographs of the shipping label.</li>
<li>Photographs or videos of the damaged product.</li>
<li>Photographs of the internal protective packaging.</li>
</ul>
<p>Please retain the product, original box, packaging materials, labels, and accessories until we confirm that they are no longer required.</p>
<p>These materials may be necessary to submit a claim to the carrier or arrange collection, replacement, repair, or refund.</p>
<h2>15. Products Missing from an Order</h2>
<p>If your delivery does not contain all the items included in your order, please contact us at <a href="mailto:team@pocketpiano.com">team@pocketpiano.com</a>.</p>
<p>Please include:</p>
<ul>
<li>Your order number.</li>
<li>A list of the missing items.</li>
<li>Photographs of the package and contents received.</li>
<li>A photograph of the shipping label.</li>
</ul>
<p>Some orders may be divided into multiple shipments. Please review your shipping confirmation and tracking details before reporting missing items.</p>
<h2>16. Multiple Shipments</h2>
<p>Orders containing more than one product may be shipped in separate packages or at different times.</p>
<p>You may receive separate shipping confirmations and tracking numbers for each shipment.</p>
<p>No additional shipping charge will normally be applied solely because we decide to split an order, unless a different arrangement has been agreed with you.</p>
<h2>17. Risk of Loss and Ownership</h2>
<p>For consumers, the risk of accidental loss or damage generally passes to the customer when the customer, or a third party designated by the customer other than the carrier, receives physical possession of the goods.</p>
<p>If the customer independently appoints a carrier that was not offered by Pocketpiano SL, risk may pass when the goods are handed to that carrier, in accordance with applicable law.</p>
<p>Ownership of the products may remain with Pocketpiano SL until full payment has been received, where permitted by applicable legislation.</p>
<h2>18. Force Majeure and Events Beyond Our Control</h2>
<p>Pocketpiano SL shall not be responsible for delays or failure to deliver caused by circumstances beyond our reasonable control, including:</p>
<ul>
<li>Natural disasters or extreme weather.</li>
<li>War, terrorism, civil unrest, or political instability.</li>
<li>Strikes, industrial disputes, or labour shortages.</li>
<li>Transport disruption or carrier network failures.</li>
<li>Customs delays or governmental inspections.</li>
<li>Import or export restrictions.</li>
<li>Public health emergencies.</li>
<li>Power, internet, software, or infrastructure failures.</li>
<li>Governmental, judicial, or regulatory action.</li>
<li>Supply-chain or manufacturing disruption.</li>
</ul>
<p>Where such an event affects your order, we will make reasonable efforts to communicate relevant information and fulfil the order as soon as reasonably possible.</p>
<h2>19. Cancellations Before Dispatch</h2>
<p>If you wish to cancel an order before it has been dispatched, please contact us immediately at <a href="mailto:team@pocketpiano.com">team@pocketpiano.com</a>.</p>
<p>We will make reasonable efforts to stop the order before shipment, but cancellation cannot be guaranteed once processing, preparation, fulfilment, or carrier collection has begun.</p>
<p>If the order has already been dispatched, you may need to follow the procedure described in our Returns Policy.</p>
<h2>20. Returns</h2>
<p>This Shipping Policy does not replace or limit your rights under our Returns Policy or applicable consumer legislation.</p>
<p>Information about withdrawal rights, return eligibility, return shipping costs, refunds, defective products, and return procedures is available in our Returns Policy.</p>
<h2>21. Customer Responsibility</h2>
<p>Customers are responsible for:</p>
<ul>
<li>Providing accurate order and delivery information.</li>
<li>Ensuring that delivery is legally permitted in the destination country.</li>
<li>Monitoring shipment tracking.</li>
<li>Responding to carrier or customs requests.</li>
<li>Paying applicable customs duties and import charges where these are not included at checkout.</li>
<li>Collecting shipments within the applicable deadline.</li>
<li>Inspecting the delivery and reporting issues promptly.</li>
</ul>
<h2>22. Changes to This Shipping Policy</h2>
<p>We may update this Shipping Policy from time to time to reflect changes in our delivery services, carriers, operational processes, business practices, or legal requirements.</p>
<p>The latest version will be published on our website together with its updated revision date.</p>
<p>The Shipping Policy applicable to an order will generally be the version in force at the time the order was placed, subject to mandatory legal requirements.</p>
<h2>23. Contact Us</h2>
<p>If you have any questions about shipping, delivery, tracking, customs, or your order, please contact us:</p>
<p>
<strong>Pocketpiano SL</strong><br>
CIF: B66977513<br>
Av. les Garrigues, 46, Planta 1<br>
08820 El Prat de Llobregat<br>
Barcelona, Spain
</p>
<p>
<strong>Email:</strong>
<a href="mailto:team@pocketpiano.com">team@pocketpiano.com</a><br>
<strong>Website:</strong>
<a href="https://pocketpiano.com">pocketpiano.com</a>
</p>
<p><em>This Shipping Policy was last reviewed and updated on April 25, 2026.</em></p>
