Shipping & Delivery Policy

This Policy explains how, where, and when we ship slabs from a Partner Yard to you, what it costs, and what to do if something goes wrong on the way. It is part of our pre-contract information under EU Consumer Rights Directive 2011/83/EU (Article 6) and is incorporated into the Terms of Sale.

Quick read: We ship across the EU. Bulgaria → 3–7 business days (Sofia/major cities) or 5–10 business days (other); rest of EU → 7–15 business days. Kerb-side delivery is the default for standard freight; offloading is your responsibility unless you purchase lift-gate. We don't subsidise shipping; the price you see at checkout is the actual freight cost plus any applicable surcharges. Damaged on arrival? Note "received damaged" on the delivery slip, photograph it, email office@korena.eu within 7 days regardless of whether you signed. The full damage protocol and your non-conformity remedies are in the Returns & Warranty Policy §3.

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1. Where we ship

We ship to:

• Bulgaria: all addresses with regular Speedy, Econt, or pallet-carrier coverage.
• All other 26 EU member states: addresses on mainland or accessible by standard EU pallet freight.
• EEA non-EU (Norway, Iceland, Liechtenstein) and Switzerland: on request only; please email office@korena.eu for a quote, customs handling and additional fees apply.
• Outside Europe: not currently shipped. Contact us if you have a need; we may quote a freight-forwarded shipment as a one-off, with you as the importer of record.

Some islands and remote regions within the EU are routinely surcharged by carriers; we pass that surcharge through transparently at checkout.

2. Carriers

The carrier used depends on the slab's weight, dimensions, and destination:

• Speedy AD (Bulgaria + selected regional cross-border) or Econt Express AD (Bulgaria): for smaller pieces and standard-size boards within parcel limits (typical limit ~30 kg or volumetric equivalent per parcel).
• Econt Cargo (Bulgaria, door delivery): palletized freight for slabs above parcel limits, up to 300 cm in length. Where more practical, the Partner Yard may arrange its own freight instead.
• EU pallet freight forwarder (specific carrier confirmed at launch): for cross-border EU shipments that ship as freight on a euro-pallet or industrial pallet, above parcel limits.
• Specialist heavy-goods couriers: by quote, for slabs that exceed standard pallet dimensions or weight.

We choose the carrier that is most appropriate to the piece. For every shipment we share a tracking number with you on dispatch.

3. Lead times

Lead time = preparation time at the Partner Yard (typically 1–3 business days for crating, labelling and pickup arrangement) + carrier transit time.

These are estimates, not guarantees. Where a delay attributable to us materially exceeds the upper bound, see Terms of Sale §6.4.

4. Cost

4.1. We do not subsidise shipping. The price shown at checkout is the actual carrier rate, plus a small handling fee (where applied) for crating and pallet construction. There is no inflated "shipping markup".

4.2. Indicative ranges, for sizing your project budget; the actual price at checkout is always authoritative:

4.3. Multi-slab Orders. Where you Order more than one slab to the same address, we consolidate the shipment where possible to reduce cost. Consolidation requires that the Goods can ship together within carrier weight and dimension limits.

4.4. Surcharges, disclosed pre-checkout. The indicative cost ranges in §4.2 are for standard kerb-side delivery. Additional surcharges may apply and are shown separately at checkout before you click the order-with-obligation-to-pay button:

4.5. VAT on shipping. Shipping is part of the consideration for the Goods and follows the VAT treatment of the Order, i.e., included in the VAT-inclusive price for B2C, separately stated for B2B reverse-charge invoices.

5. Customs, duties, and importer-of-record status

5.1. Within the EU: no customs, no duties, no import VAT; shipments move under free movement of goods. All wood slabs shipped to EU addresses must include a Due Diligence Statement reference number in compliance with the EU Deforestation Regulation (EUDR) if the slab meets the scope criteria (tropical or high-risk-of-deforestation wood). See Wood Provenance & EUDR Policy for details.

5.2. EEA non-EU (NO, IS, LI) and Switzerland: customs and import VAT apply in the destination country, and are paid by you (the Buyer) as importer of record on delivery. The carrier's customs broker collects on behalf of the destination authority. You assume responsibility for import compliance and duties from the moment the Goods are handed to the first carrier.

5.3. Outside Europe (where exceptionally arranged): customs and import VAT apply, and are paid by you. For non-EU destinations, you are the importer of record unless DDP (Delivered Duty Paid) terms have been explicitly agreed in writing. Because KORENA ships within the EU as its standard practice, we do not currently hold an EORI number; one will be obtained before any non-EU dispatch is arranged. On the day of such a shipment we will provide you with: (i) our EORI number; (ii) the Capture Bundle (invoice + slab metadata); and (iii) the carrier's customs-documentation reference. You declare and pay duties and VAT in the destination country.

5.4. Value declaration. We declare the full market value of the Goods on all customs paperwork. We will not under-declare value on request. Under-declaring is customs fraud and may result in penalties, confiscation, or criminal liability for you as importer of record. If you receive a customs bill higher than expected, contact the destination customs authority, not us.

6. What "delivery" actually looks like: kerb-side default & legal delivery

6.1. Kerb-side is the standard. Slabs ship on a euro-pallet or industrial pallet. The standard service for cross-border freight is kerb-side delivery to a ground-floor address: the driver delivers the pallet to the kerb closest to the delivery address and notifies you to collect it. This is the consumer-friendly default because it transfers risk to you at a moment when you can inspect the pallet before taking possession.

6.2. Offloading from the truck onto your premises is the Buyer's responsibility unless a lift-gate or specialist offload service has been ordered. The driver is not obliged to assist with carrying the slab into a building, up stairs, into a workshop, or past the kerb to your entrance. If you do not have forklift or pallet-jack access and the slab is over ~30 kg, we strongly recommend purchasing lift-gate service (see §4.4).

6.3. Legal delivery under consumer-protection law. For the purposes of the EU Consumer Rights Directive (Art. 18) and §6.2 of the Terms of Sale, delivery occurs the moment the pallet is offered to you at the agreed kerb-side location and you are in a position to take possession of it (i.e., the driver has lowered the pallet and you are present or a representative/nominee is present). At that moment, the risk of loss or damage passes to you. If you are not able to take possession at the kerb (for example, no transport of your own, building access impossible without assistance), lift-gate service moves possession to a location where you can receive it.

6.4. Inside delivery and white-glove service is not offered as standard. Contact office@korena.eu before placing the Order if this is a requirement; we will quote it separately (indicatively €200–€500+, depending on location and scope).

6.5. Access. You are responsible for providing accurate delivery address details, including any access codes, gate openings, narrow-street restrictions, vehicle-size restrictions, or working-hours restrictions on freight vehicles. Failed deliveries due to inaccurate or incomplete address details will be treated as a redelivery at your cost (see §9.2).

7. Inspection on delivery: damage protocol

7.1. You are not required to inspect before signing. You may sign the delivery slip immediately without opening the pallet; this does not waive your damage claim. However, inspecting before signing strengthens your position.

7.2. If you inspect and find visible damage, record it on the delivery slip as "received with reservation, damaged" (or local equivalent), photograph the pallet as delivered, and photograph the slab itself after unwrapping.

7.3. Report damage to office@korena.eu within 7 days, regardless of whether you signed the slip or whether you opened the pallet on delivery. Include:

• Your Order number
• Photos of the pallet and slab
• Description of the damage and how it affects use
• Delivery date and carrier name

7.4. You may refuse delivery entirely if the damage is so severe that the slab is plainly unusable. Note "refused, severely damaged" on the delivery slip and email office@korena.eu immediately. We will coordinate with the carrier to return or redirect the shipment and issue a full refund or replacement.

7.5. Non-conformity vs. transit damage. If the slab is damaged because (a) it was defective when it left the Partner Yard (non-conformity), or (b) the damage occurred in transit (transit damage), the remedy is the same: return under the Returns & Warranty Policy §3 (non-conformity: we pay return shipping) or via your carrier claim (transit damage: carrier pays if you have proof of pre-shipment condition). You are not required to choose between them. See Returns & Warranty Policy §1 for clarification on warranty scope vs. withdrawal scope.

8. Risk of loss & insurance

Every slab ships insured. Because each piece is one of a kind and cannot be re-made, KORENA arranges transit insurance on the freight it books. Cover is tiered by the slab's value and reaches the full sale value for high-value pieces. The cost of that cover is built into the freight price quoted at checkout; it is not a separate buyer-paid add-on, and you are never asked to insure the slab yourself.

Transit insurance covers physical loss or damage to the slab while it is in carriage. It is separate from your 14-day right of withdrawal and from the returns process (see the Returns & Warranty Policy): a slab damaged in transit is an insurance and carrier claim, not a change-of-mind return.

The risk of loss or damage to the Goods passes:

• For Consumers: on physical delivery to you or your nominee, i.e., when the pallet is presented at the kerb-side location and you are in a position to take possession (see §6.3). Until that moment we bear the risk, and the transit insurance we arrange covers the slab while it is in our hands.
• For Business Buyers: on handover of the Goods to the first carrier. Once handed to the carrier, you bear the risk under the Terms of Sale. The transit insurance KORENA arranges still travels with the shipment; on a valid transit-damage claim we provide the carrier contact details, the tracking number, and the insurance reference, and we coordinate the claim against that cover rather than leaving you to the carrier's liability cap.

This is set out in Terms of Sale §6.2.

9. Failed and refused deliveries

9.1. Failed delivery: carrier error or impossibility. The carrier will normally attempt redelivery once or hold the pallet at a depot for collection. If the initial attempt fails because of a carrier error, access problem on the carrier's side, or force majeure (weather preventing safe delivery), the redelivery is at no cost to you.

9.2. Failed delivery: your responsibility. If the delivery attempt fails because your address details are inaccurate, incomplete, or inaccessible (missing gate code, restricted access hours, etc.), the redelivery is at your cost (€50–€150 redelivery surcharge, depending on region and carrier). If you do not remedy the address within the carrier's holding window (typically 5–7 business days) and the slab is returned to the Partner Yard, we will charge return-freight and re-dispatch fees if you wish to retry.

9.3. Refused delivery with valid basis. If you refuse delivery because the pallet or slab is visibly damaged (see §7.2), this is not treated as a return; it is a carrier liability claim. Note "refused, damaged" on the slip, photograph, and email office@korena.eu. We coordinate with the carrier; you may also claim directly under the carrier's liability cap (typically €2 per kg or ~€5,000 per pallet, depending on the carrier).

9.4. Refused delivery without basis (change of mind). If you refuse delivery of a conforming, undamaged slab, this is treated as a change-of-mind return. For Consumers, see the Right of Withdrawal Policy (14-day window; you pay return shipping). For Business Buyers, see §5.4 of the Returns & Warranty Policy (no withdrawal right; you bear the cost of your breach).

10. Special situations

10.1. Drop-shipment to a third party, e.g., delivery directly to a job-site, workshop, or storage facility other than the Buyer's address, is supported. The third party acts as the Buyer's nominee for the purposes of delivery and inspection. The third party's name and phone number must be supplied before Order to ensure the carrier can contact the correct recipient. Inspection obligations under §7 are deemed performed by the third party on your behalf; you remain liable for inaccurate address or contact details.

10.2. Pickup from the Partner Yard is in principle possible by arrangement, on the basis that you collect the Goods using your own transport. This is a manual workflow. Contact office@korena.eu before placing the Order to obtain the Partner Yard address and arrange timing. Pickup does not change the fundamental contract: "Маршъл Лабс" ЕООД (KORENA) remains the seller of record. Risk passes to you at the moment you take possession at the Yard. Return-shipping liability (if applicable under warranty or withdrawal) remains the same as for any delivery.

10.3. Combined Orders with processing add-ons. Where you have ordered processing services (flatten / plane / cut-to-list / bookmatch / crating), the lead time shown at checkout begins on the day the slab is ready for shipment after processing. Processing typically takes 5–10 business days after the Order is accepted, depending on the work and the Yard's schedule. Carrier transit is additional. Total lead time = processing time + carrier transit. We will notify you by email when the slab is ready for pickup by the carrier.

11. Delivery delay and the right to terminate

If we fail to deliver within the lead time stated in your Order:

11.1. You may set an additional reasonable period for delivery, appropriate to the circumstances. This should be at least 10 business days unless emergency conditions require sooner. You may set the additional period in writing (email to office@korena.eu) or verbally; we will confirm receipt.

11.2. If we then fail to deliver within your additional period, you may terminate the contract and receive a full refund of all amounts paid (including any surcharges, processing fees, or other costs) within 14 days, in accordance with EU Consumer Rights Directive Art. 18(2).

11.3. We typically reach out proactively within 15 business days of noticing a delay to agree a revised delivery date or arrange a solution. But the right in §11.2 is yours whether or not we contact you first.

11.4. Force majeure. If the delay is due to force majeure (war, pandemic, natural disaster, port strike, regulatory blockade, carrier insolvency), the lead-time clock is suspended but your right under §11.2 remains: after the force majeure ends, if we still do not deliver within a reasonable additional period you set, you may terminate.

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12. Languages

This Policy is authored in English. Translations may be made available on the Site. Where required by law (notably for Bulgarian-resident Consumers), the Bulgarian translation is the binding version.

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13. Related policies

This Shipping Policy is part of the pre-contract information and is incorporated into the Terms of Sale. It cross-references:

• Returns & Warranty Policy: damage-on-arrival remedy, non-conformity claims, warranty scope.
• Right of Withdrawal Policy: 14-day change-of-mind return (consumer only); return shipping cost.
• Wood Provenance & EUDR Policy: EUDR Due Diligence requirements and traceability for in-scope wood products shipped to the EU.
• Terms of Sale: risk transfer (§6.2), delivery-delay mechanics (§6.4), B2B liabilities, payment terms.

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Last reviewed: 2026-04-30 · Next review: 2027-04-30 (or earlier on trigger).