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Legal · Customers

Shipping, Delivery, and Return Policy

At ALLPARA, we aim to make every order clear and predictable from dispatch through delivery. This page explains our shipping options, delivery process, tracking, and return conditions.

Shipping and Delivery

Once your order has been processed and prepared for shipment, it is handed over to the selected delivery partner.

You will receive shipment details and a tracking number once your order has been dispatched.

Shipping Options

We offer:

  • Standard shipping: Always free for all customers.
  • Express shipping: Available for an additional charge for all customers.

Available shipping options may depend on the destination, order size, product type, and carrier availability.

Delivery Partners

Orders may be shipped with trusted international logistics providers such as:

  • DHL
  • FedEx
  • Schneider Transport

The available carrier may vary depending on your destination and shipment requirements.

Order Tracking

Once your order has been shipped, we provide you with a tracking number so you can follow the shipment directly with the carrier.

If you experience an issue with tracking or your shipment has not arrived within the expected timeframe, please contact our support team.

Delivery Address

Please make sure that your delivery address is complete and correct before placing your order.

The delivery address cannot be changed after the order has been placed.

We recommend carefully checking:

  • Company or recipient name
  • Street address
  • Postal code
  • City
  • Country
  • Contact telephone number

Incorrect or incomplete delivery information may result in delays or additional carrier charges.

Shipping Insurance

Unless otherwise agreed in writing, ALLPARA ships Ex Works (EXW, Incoterms® 2020) from our premises. Delivery is complete, and risk in the goods passes to you, once the parcel is handed to the carrier. From that point the carrier is engaged on your behalf, and any loss or damage occurring during transportation is a matter between you and that carrier, covered by the insurance you selected for the shipment, not by ALLPARA.

Please contact us before shipment if you require additional information regarding available transport or insurance options.

Receiving Your Order

We recommend inspecting your shipment immediately upon delivery.

Please check:

  • The external condition of the parcel
  • Whether the parcel has been damaged or opened
  • The number of products received
  • Product packaging
  • Product references
  • Expiry dates where applicable

If the contents are wrong, short, or the wrong batch or lot, keep all original packaging and contact us as soon as possible - see Reporting a Problem below. If the parcel itself shows signs of damage from transport, that is a matter for your carrier claim under Shipping Insurance above; photographing it on arrival protects that claim.

Return Policy

Due to the nature of the products we supply, returns are only accepted when the wrong product, the wrong quantity, or the wrong batch or lot was shipped.

Consistent with the EXW shipping terms above, loss of or damage to goods occurring in transit is not grounds for an ALLPARA return - it is a matter for your claim against the carrier.

Products cannot be returned simply because they are no longer required or because the customer has changed their mind.

Reporting a Problem

If you receive the wrong product, the wrong quantity, or the wrong batch or lot, please contact our support team as soon as possible after delivery.

A return request must be submitted within 48 hours of receiving the order.

We may ask you to provide supporting evidence, including:

  • Photos of the external parcel
  • Photos of the product packaging
  • Product batch or lot information
  • A video clearly showing the condition of the parcel, its packaging, contents, and all products inside. Every detail must be recorded clearly, without missing any part of the parcel or its contents.


Please keep the parcel, products, and all original packaging until the claim has been reviewed.
NOTE: If the photos or videos are of poor quality, incomplete, edited, or falsified, the claim will be closed immediately and will not be reviewed or reopened.

Return Conditions

To be eligible for an approved return, products must:

  • Remain unopened and unused
  • Be in their original packaging
  • Be returned within the approved return period
  • Match the products included in the approved return request
  • Have prior return authorization from ALLPARA

Products should not be returned without prior approval.

Unauthorized or non-compliant returns may not be accepted.

Non-Returnable Products

For health, safety, quality, and traceability reasons, we cannot accept returns of products that:

  • Have been opened
  • Have been used
  • Have damaged or altered packaging after delivery
  • Have not been stored according to the required storage conditions and cold chain
  • Are returned without authorization
  • Are reported outside the applicable claim period

Need Help?

If you have any questions regarding shipping, delivery, tracking, or a return request, please contact our support team.