Shipping Policy

This Shipping Policy describes how MARV, s.r.o., authorized distributor of the incognito® brand for Central Europe, ships orders placed through this online store.

1. Shipping Destinations

We ship across the Czech Republic, the European Union and selected European countries. If your destination is not available at checkout, please contact info@incognito.eco.

2. Carriers and Delivery Methods

Czech Post (&Ccaron;eská pošta) - home delivery and pickup points
PPL - courier delivery and ParcelShops
Zásilkovna / Packeta - international pickup point network
DPD - courier delivery (selected countries)

Available options are displayed at checkout based on your destination.

3. Estimated Delivery Times

Czech Republic: 2-3 business days
Slovakia: 3-5 business days
European Union: 5-10 business days
Rest of Europe: 7-14 business days

Orders are usually dispatched within 1-2 business days of payment confirmation. Delivery times are estimates from the carriers and are not guaranteed.

4. Shipping Costs

Shipping costs are calculated at checkout based on destination, weight and chosen carrier. The exact amount is shown before order confirmation.

5. Free Shipping Threshold

We offer free standard shipping on orders above 1,500 CZK (approx. EUR 60) within the Czech Republic and selected EU destinations. The threshold is shown at checkout.

6. Order Tracking

Once your order is dispatched, you will receive a confirmation email with a tracking number and a link to the carrier's tracking page. Tracking information may take up to 24 hours to appear in the carrier's system.

7. Pickup Points and Delivery Attempts

If no one is available at the delivery address, the carrier will leave a notice and re-deliver or store the parcel at a nearby pickup point. Parcels are typically held for 7 days. Unclaimed parcels are returned to us; the buyer may be charged for re-shipping.

8. Damaged or Lost Parcels

If a parcel arrives visibly damaged, please record the damage with the carrier on delivery and contact us within 48 hours.
If a parcel does not arrive within the expected window, please contact info@incognito.eco with your order number so we can open an investigation with the carrier.
We replace or refund parcels confirmed lost in transit.

9. Customs and Duties

Orders shipped within the EU are not subject to additional customs duties. For shipments outside the EU, the buyer is responsible for any import duties or taxes that may apply.