Shipping policy

SHIPPING POLICY

Last updated: 15 August 2026

This Shipping Policy explains how orders placed through https://gullyo.com are processed, shipped and delivered. It forms part of, and should be read together with, our Terms and Conditions. If there is any conflict between this Shipping Policy and mandatory applicable law, the mandatory legal provisions will apply.

1. ORDER PROCESSING

Orders are usually processed within 1–3 business days after payment is confirmed.

Orders are processed on business days, excluding weekends and public holidays. During busy periods, product launches, sales or holidays, processing may take longer.

Processing times are separate from estimated delivery times.

Once your order has been shipped, we will send a shipping confirmation e-mail with tracking information where tracking is available.

2. SHIPPING DESTINATIONS

Gullyo s.r.o. provides standard address delivery in Czechia and the following 24 EU countries: Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Standard delivery is currently unavailable to addresses in Cyprus and Malta. If a country or destination is not available at checkout, we do not currently deliver there.

Optional DHL Express delivery is available at checkout for the 24 listed cross-border EU destinations. DHL Express is not currently available for Czechia, Cyprus or Malta.

Availability of a country at checkout does not guarantee that every delivery method is available for every address or product.

3. SHIPPING COSTS

Standard delivery to supported EU destinations is free, with no minimum order value.

Optional DHL Express delivery is offered for a paid rate shown at checkout. The displayed price includes a GULLYO contribution toward the express transportation cost and must be selected by the customer before the order is submitted.

The customer is responsible for reviewing the selected delivery method and delivery address before placing the order. Any optional paid delivery method will be clearly identified at checkout before the order is submitted.

No additional delivery service or charge will be added without the customer’s express agreement.

4. ESTIMATED DELIVERY TIMES

Estimated delivery times depend on the destination, selected delivery method, carrier and other circumstances affecting delivery.

Typical estimated delivery times after dispatch are:

Czechia and Slovakia: 1–2 business days
Austria, Germany, Hungary and Poland: 2 business days
Belgium, Croatia, Luxembourg, the Netherlands and Slovenia: 2–3 business days
Italy: 2–4 business days
Estonia, Latvia, Lithuania and Romania: 3 business days
Bulgaria, Denmark and France: 3–4 business days
Sweden: 3–5 business days
Ireland: 4 business days
Portugal and Spain: 4–5 business days
Finland: 4–6 business days
Greece: 5–8 business days

DHL Express delivery is typically estimated at 1 business day after dispatch for supported cross-border EU destinations. The pickup day, weekends and public holidays are excluded. Remote areas and circumstances outside the carrier’s control may require additional time. Order processing time is separate from the transit estimate.

These periods are estimates and are not guaranteed delivery dates unless a specific date has been expressly agreed.

Unless a different delivery period is stated for the goods, displayed at checkout or otherwise agreed with the customer, the goods will be delivered without undue delay and no later than 30 days after the purchase contract is concluded.

If delivery does not take place within the agreed period or within 30 days where no different period was agreed, the consumer may request delivery within an additional reasonable period. If the goods are not delivered within that additional period, the consumer may terminate the purchase contract and request reimbursement in accordance with applicable law.

An additional period may not be required where Gullyo s.r.o. has refused to deliver or where delivery by a particular date was essential and the customer informed us of this before the purchase contract was concluded.

5. DELIVERY ADDRESS AND CUSTOMER RESPONSIBILITIES

The customer is responsible for providing a complete and accurate delivery address and contact information.

Please review your delivery details carefully before submitting the order and contact us as soon as possible if a correction is needed.

Where delivery is delayed, fails or must be repeated because the customer provided incorrect or incomplete information, failed to provide necessary cooperation, or failed to collect the parcel, the customer may be responsible for reasonable and documented additional costs caused by those circumstances, to the extent permitted by applicable law.

We are not responsible for a delay caused solely by incorrect or incomplete delivery information supplied by the customer. This does not limit any mandatory consumer rights.

6. RISK OF LOSS OR DAMAGE

Where Gullyo s.r.o. arranges delivery using a carrier offered through the E-shop, the risk of loss of or damage to the goods remains with Gullyo s.r.o. until the goods are physically received by the consumer or by a third party designated by the consumer other than the carrier.

Where the customer independently selects and arranges a carrier that was not offered by Gullyo s.r.o., the risk passes to the customer when the goods are handed over to that carrier, subject to applicable law.

7. TRACKING

Where available, tracking information will be provided after the order has been shipped.

Tracking information may take some time to become active after the shipping confirmation is sent.

Tracking information is provided by the carrier and may not always update in real time. If tracking has not updated for an unusual period, please contact us and we will assist with checking the shipment status.

8. CUSTOMS, DUTIES AND IMPORT TAXES

For deliveries outside the European Union, customs duties, import taxes, local VAT, brokerage fees or other charges may apply.

Where such charges are not collected and clearly stated at checkout, they may be charged separately by the destination country, customs authority, carrier or another competent body.

Unless applicable law or the information shown at checkout states otherwise, the recipient is responsible for paying any lawful import duties, taxes or local fees imposed by the destination country.

Customs procedures may delay delivery. Gullyo s.r.o. cannot control the time taken by customs authorities, but this does not limit the customer’s mandatory statutory rights.

Customers are responsible for checking whether the ordered goods may lawfully be imported into the selected destination.

9. DAMAGED, DEFECTIVE OR INCORRECT ORDERS

Please inspect the parcel and goods after delivery.

If an order arrives damaged, defective, incomplete or incorrect, please contact us as soon as reasonably possible at house@gullyo.com.

Please include, where reasonably available:

Your order number
Photographs of the product
Photographs of the packaging
A short description of the issue

Providing this information helps us investigate and resolve the matter efficiently. Failure to inspect the parcel immediately or provide photographs does not by itself remove any mandatory rights arising from defective performance.

Where the goods are damaged, defective, incorrect or otherwise not in conformity with the purchase contract, Gullyo s.r.o. will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a proportionate price reduction, reimbursement of reasonable return costs or a refund.

The customer will not be responsible for reasonable return shipping costs where the return is necessary because the goods are damaged, defective, incorrect or otherwise not in conformity with the purchase contract.

10. LOST OR DELAYED PARCELS

If a parcel is significantly delayed or tracking indicates a possible delivery problem, please contact us at house@gullyo.com.

Delivery may be affected by carrier disruptions, customs processing, public holidays, severe weather, strikes or other circumstances outside our reasonable control. We will assist the customer in checking the shipment status and, where appropriate, raise an investigation with the carrier.

Where Gullyo s.r.o. arranged the delivery and the parcel is confirmed lost before delivery, Gullyo s.r.o. will arrange a replacement or refund in accordance with applicable law.

Nothing in this section limits the customer’s statutory rights relating to delayed, missing or undelivered goods.

11. REFUSED OR UNCOLLECTED DELIVERIES

If a customer refuses delivery or fails to collect a parcel from a pickup point, parcel locker, post office or carrier location, the parcel may be returned to us.

Refusing or failing to collect a parcel does not by itself constitute a valid withdrawal from the purchase contract. A consumer who wishes to withdraw should send Gullyo s.r.o. an unambiguous withdrawal notice in accordance with the Terms and Conditions and applicable law.

Where a parcel is returned because the customer refused delivery, failed to collect it, provided incorrect or incomplete delivery information, or failed to pay lawful import charges, the customer may be responsible for reasonable and documented return, storage or re-shipping costs caused by those circumstances, to the extent permitted by applicable law.

Any refund or deduction will be handled in accordance with the Terms and Conditions, the Refund and Return Policy and mandatory applicable law.

12. ORDER CHANGES AND CANCELLATIONS

If you need to correct your delivery address or request cancellation of an order, contact us as soon as possible at house@gullyo.com.

We will make reasonable efforts to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been handed to the carrier.

If an order has already been shipped, the customer may need to follow the applicable return or statutory withdrawal procedure after delivery.

Nothing in this section limits any mandatory right of withdrawal, rights arising from defective performance or other statutory consumer rights.

13. CONTACT

For shipping questions, please contact:

Gullyo s.r.o.
Company ID (IČO): 234 82 923
Děčínská 552/1
Střížkov, 180 00 Prague 8
Czech Republic

E-mail: house@gullyo.com
Phone/WhatsApp: +420 606 991 095
Website: https://gullyo.com