Shipping policy

Last updated: 5 May 2026

Thank you for shopping with MROKAMI. This shipping policy explains how, where, and when we ship our products.

Where we ship

We ship to:

• Romania and the rest of the European Union
• United Kingdom, United States, Serbia
• Russia, South America, and most other countries worldwide

If your country is not available at checkout, please contact us at support@mrokami.com — we may still be able to arrange shipping. International shipments are subject to applicable export laws, sanctions, and carrier availability, and we reserve the right to cancel and refund orders to destinations we cannot lawfully or practically serve.

Order processing time

Orders are processed within 1–3 business days of being placed. Orders placed on weekends or Romanian public holidays are processed on the next business day. Once your order ships, you will receive a confirmation email with a tracking number.

Estimated delivery times

Delivery times below are estimates counted from dispatch, not from the order date. Times can vary due to carrier performance, customs clearance (for non-EU destinations), and weather or local conditions.

Carriers

We ship with:

• Sameday — primarily for orders within Romania
• Packeta — for European and international shipments

The carrier used for your order depends on the destination and the shipping option you select at checkout.

Shipping costs

Shipping costs are calculated automatically at checkout based on your destination and the weight of your order. The exact amount is shown before you confirm payment, so there are no surprises.

Customs duties and taxes (international orders)

For orders shipped within the European Union, the price you pay at checkout includes Romanian VAT and there are no further duties.

For orders shipped outside the European Union (UK, USA, Serbia, Russia, South America, and other non-EU destinations), the price you pay does not include the destination country's import duties, customs fees, or local taxes. These charges are set by the destination country, not by us, and are the buyer's responsibility. Please check your country's import rules before ordering. If a parcel is refused at customs or returned because the buyer does not pay the duties, we will refund the product cost minus our outbound shipping costs.

Address accuracy

It is your responsibility to provide a correct, complete, and deliverable shipping address. If a package is returned to us because of an incorrect or incomplete address, we will contact you to arrange re-shipment at your expense.

Tracking, delays, and lost packages

You will receive a tracking link by email when your order ships. If your package shows no movement for an unusual period, or you believe it has been lost, please contact us at support@mrokami.com:

• For shipments within Romania: after 7 business days of no movement
• For EU shipments: after 14 business days of no movement
• For worldwide shipments: after 21 business days of no movement

We will open a carrier investigation. If the package is confirmed lost, we will ship a replacement or issue a refund as set out in our Return and Refund Policy.

Damaged on arrival

If your package arrives visibly damaged, please:

1. Take photos before opening (if possible)
2. Photograph any damaged products
3. Email us at support@mrokami.com within 48 hours of delivery

Full details are in our Return and Refund Policy.

Contact

Email: support@mrokami.com Phone: +40 738 933 728 Hours: Monday–Friday, 09:00–17:00 (Romania time)