Shipping Policy

This Shipping Policy applies to all orders, quotations, project deliveries and products supplied by Mulcheva.

Mulcheva supplies exclusive glass products, custom-made glass solutions and project-based orders for B2B clients, professional buyers, resellers, contractors, architects, interior designers, hospitality projects and other commercial customers.

Because many of our products are fragile, heavy, oversized, custom-made or project-specific, shipping and delivery conditions may vary per order.

1. Shipping and delivery areas

Mulcheva may ship to selected countries within Europe and, where agreed, to other international destinations.

Available shipping locations may depend on:

• Product type

• Order size

• Product dimensions

• Weight

• Fragility

• Project location

• Carrier availability

• Customs requirements

• Local delivery restrictions

If your country or project location is not available at checkout, please contact Mulcheva for a custom shipping quotation.

2. Shipping costs

Shipping costs are calculated based on the product type, size, weight, quantity, packaging requirements, delivery address and transport method.

For B2B and project orders, shipping costs may be quoted separately.

Shipping costs may include, but are not limited to:

• Transport

• Special packaging

• Pallet delivery

• Crate packaging

• Insurance where available

• Handling costs

• Oversized product surcharges

• Project delivery arrangements

Unless explicitly stated otherwise in writing, shipping, transport, customs, import duties, taxes, unloading, installation and storage costs are not included in the product price.

3. Production and delivery times

Many Mulcheva products are made to order, custom-made, specially sourced or produced for specific projects.

Estimated production and delivery times may vary depending on:

• Product type

• Customization

• Quantity

• Material availability

• Production planning

• Printing or finishing requirements

• Payment status

• Customer approval of drawings or specifications

• Transport availability

• Destination country

Any delivery times stated on the website, quotation, invoice or order confirmation are estimates only, unless explicitly confirmed as binding in writing.

Mulcheva is not responsible for project delays, lost revenue, missed installation dates or other indirect losses caused by delivery delays, unless required by mandatory law.

4. Order processing

Orders are processed after the order has been confirmed and any required payment, deposit, production approval, artwork approval or technical confirmation has been received.

For custom-made or project-specific orders, production may not start until all required information has been provided by the customer.

This may include:

• Measurements

• Drawings

• Artwork files

• Colour choices

• Print files

• Installation details

• Delivery address

• Project planning information

• Contact details for delivery

Delays caused by missing or incorrect customer information may affect production and delivery times.

5. Delivery methods

Depending on the order, Mulcheva may use parcel delivery, pallet delivery, freight transport, project transport, specialist glass transport or another suitable delivery method.

For fragile, oversized or heavy glass products, standard parcel delivery may not be available.

Mulcheva may choose the most appropriate shipping method for the product and destination unless a specific delivery method has been agreed in writing.

6. Delivery address and accessibility

The customer is responsible for providing a correct and complete delivery address.

The customer must ensure that the delivery location is accessible, safe and suitable for delivery of glass products.

This includes, where applicable:

• Correct company name

• Correct contact person

• Correct phone number

• Safe unloading area

• Access for trucks or delivery vehicles

• Loading dock or forklift availability if needed

• Suitable opening hours

• Permission to enter the delivery site

• Clear delivery instructions

If delivery cannot be completed due to incorrect information, absence, access restrictions, unsafe conditions or lack of unloading facilities, additional costs may be charged.

7. Unloading and installation

Unless explicitly agreed in writing, delivery does not include unloading beyond the standard delivery point, carrying products inside, moving products upstairs, installation, mounting, disposal of packaging or project handling on site.

For large, heavy or fragile glass products, the customer may be required to arrange suitable personnel, equipment or unloading support.

Installation is not included unless this has been agreed separately in writing.

8. Delivery appointment

For larger orders, pallet deliveries, project deliveries or fragile glass shipments, a delivery appointment may be required.

The carrier or Mulcheva may contact the customer to arrange a delivery date or delivery window.

Delivery windows are estimates and may be affected by traffic, customs, carrier planning, weather or other circumstances outside Mulcheva’s control.

9. Failed delivery

If a delivery attempt fails due to the customer’s absence, incorrect address, refusal of delivery, lack of access or unsuitable unloading conditions, additional costs may apply.

These costs may include:

• Redelivery costs

• Return transport costs

• Storage costs

• Handling fees

• Carrier waiting time

• Administrative costs

10. Inspection upon delivery

The customer must inspect all products immediately upon delivery or collection.

Before signing for delivery, the customer should check:

• Packaging condition

• Visible damage

• Broken glass

• Missing items

• Incorrect products

• Transport damage

• Pallet or crate damage

If visible damage is present, the customer must note this on the delivery document before signing, where possible.

11. Damage during transport

If a product arrives damaged, the customer must notify Mulcheva in writing within 48 hours after delivery.

The damage report must include:

• Order number or invoice number

• Delivery date

• Clear photos of the damaged product

• Clear photos of the packaging

• Photos of the pallet, crate or box

• Description of the issue

• Copy or photo of the delivery note, if available

• Any damage notes made with the carrier

The customer must keep the product and all original packaging until Mulcheva has reviewed the claim.

Products must not be installed, used, modified, repaired or disposed of before the claim has been assessed.

12. Late damage reports

Damage, missing items or delivery issues reported later than 48 hours after delivery may be refused, especially if the original packaging has been removed, the product has been installed, or the product has been handled by third parties.

This is necessary because transport claims often have strict reporting deadlines.

13. International shipping, customs and import duties

For international deliveries, customs duties, import taxes, VAT, brokerage fees or local charges may apply.

Unless explicitly agreed otherwise in writing, the customer is responsible for all import duties, taxes, customs costs, clearance fees and local charges.

Delays caused by customs, inspections, documentation requirements or import procedures are outside Mulcheva’s control.

14. Partial deliveries

Mulcheva may deliver orders in multiple shipments or partial deliveries if this is more practical due to product availability, production planning, transport method or project requirements.

Partial deliveries do not give the customer the right to cancel the remaining order unless agreed in writing.

15. Storage

If the customer is not ready to receive the products at the agreed time, Mulcheva may charge storage costs.

Storage costs may also apply if delivery is delayed due to missing customer information, late payment, site delays or postponed project planning.

16. Risk of loss or damage

Risk of loss or damage may pass to the customer upon delivery, collection, handover to the carrier or another agreed delivery moment, depending on the agreed shipping terms.

The customer is responsible for handling the products with care after delivery or collection.

17. Collection by customer or third party

If the customer collects products or arranges their own carrier, the customer is responsible for suitable transport, packaging checks, loading, securing and safe handling after collection.

Mulcheva is not responsible for damage caused during or after customer-arranged transport unless required by mandatory law.

18. Changes to delivery details

Requests to change the delivery address, delivery date or delivery method must be made in writing as early as possible.

Changes may not always be possible after shipment has been booked or dispatched. Additional costs may apply.

19. Contact

For shipping, delivery or transport questions, please contact Mulcheva in writing.

Email: info@mulcheva.com
Website: https://www.mulcheva.com

Please include your order number, invoice number or quotation reference when contacting us about a delivery.