Shipping Policy

Shipping Policy

Last updated: 04 September 2026

At Medna.Shop, we use a flexible fulfilment network to deliver our products to customers in different countries.

Because we work with multiple warehouses and fulfilment locations across the European Union and the United Kingdom, the location from which your order is shipped may vary depending on the product, stock availability and delivery destination.

Please read this Shipping Policy together with our Terms and Conditions and Returns & Refund Policy.

1. Where We Ship

We offer delivery to the countries and destinations available at checkout.

Available delivery destinations may vary depending on the product.

Some products may have specific delivery restrictions because of their nature, origin, storage requirements, customs requirements or applicable laws.

If a particular product cannot be delivered to your selected destination, this will be indicated during the ordering process or we will contact you if necessary.

For information about your rights when purchasing goods online in the European Union, please see the official EU Your Europe – Shipping and Delivery page.

2. Our Fulfilment Network

Medna.Shop works with multiple warehouses and fulfilment locations across the European Union and the United Kingdom.

The warehouse used for your order may depend on:

  • product availability;
  • stock location;
  • your delivery destination;
  • the type of product;
  • fulfilment requirements; and
  • logistics arrangements.

This means that products purchased through the same Website may be dispatched from different locations.

3. Orders May Arrive in Separate Parcels

Orders containing multiple products may be shipped in separate parcels.

This can happen when products are:

  • stored in different warehouses;
  • fulfilled by different fulfilment partners;
  • available at different locations; or
  • subject to different handling or shipping requirements.

As a result, one order may have:

  • more than one tracking number;
  • different dispatch dates;
  • different delivery dates; and
  • separate parcels delivered by different postal or courier services.

Receiving one parcel before another does not necessarily mean that an item is missing from your order.

Please check your shipping confirmation and tracking information before contacting us about an apparently missing item.

Unless otherwise stated at checkout, splitting an order into multiple parcels does not automatically create an additional shipping charge.

4. Delivery Services

Depending on the destination, warehouse and products in your order, deliveries may be made through:

  • local postal services;
  • national postal operators;
  • international postal services; and
  • international or express courier services.

The delivery method available for your order will be shown at checkout.

We may change the particular postal or courier service used to fulfil an order where necessary for operational, logistical or availability reasons, provided this does not reduce your rights or materially change the delivery service you have purchased.

5. Delivery Costs

Applicable delivery charges will be shown during checkout before you complete your purchase.

Delivery charges may depend on:

  • delivery destination;
  • order weight and size;
  • number and type of products;
  • delivery method selected; and
  • any applicable special handling requirements.

You will be shown the applicable delivery cost before completing your order.

For EU consumer information concerning delivery costs and delivery options, please see the official Your Europe – Shipping and Delivery page.

6. Processing and Dispatch Times

Orders are normally processed after payment has been successfully authorised.

Processing time may vary depending on:

  • product availability;
  • warehouse location;
  • order size;
  • customisation requirements;
  • product preparation;
  • curing or maturation requirements; and
  • the delivery destination.

Standard products that are in stock will generally be dispatched within the timeframe indicated on the relevant product page or at checkout.

Custom, private-label or made-to-order products may require additional preparation time.

For custom soaps, curing or maturation time may be required before the product can be dispatched. The estimated production and curing time will be taken into account when we provide the expected delivery timeframe.

7. Estimated Delivery Times

Delivery times shown on the Website or at checkout are estimates unless a specific delivery date or period has been expressly agreed with you.

Actual delivery times may vary because of:

  • the destination country;
  • postal or courier processing;
  • weekends and public holidays;
  • customs procedures;
  • border controls;
  • weather or transportation disruption;
  • high seasonal demand;
  • incorrect or incomplete delivery information; or
  • circumstances outside our reasonable control.

Where no different delivery period has been agreed, EU consumer law generally requires goods to be delivered without undue delay and no later than 30 days after the contract is concluded.

For official EU information about delivery time requirements, please see Your Europe – Distance Selling and Delivery.

8. Custom and Private-Label Products

Custom and private-label soaps may require substantially more time than standard products.

The production period may include:

  • formulation;
  • ingredient approval;
  • ingredient preparation;
  • soap making;
  • curing or maturation;
  • packaging;
  • labelling; and
  • shipping.

The expected production and delivery timeframe will depend on the agreed formulation and requirements of the particular order.

For more information about custom and private-label products, please see our Terms and Conditions.

9. UK-Made Nutritional Supplements

Some nutritional supplements offered through Medna.Shop are manufactured in the United Kingdom and fulfilled domestically within the United Kingdom.

These products are currently offered for UK domestic delivery only through the standard online store.

Wholesale, trade or larger-quantity orders may be considered separately. Where appropriate, export from the United Kingdom may be arranged by agreement with the customer.

Such arrangements may involve separate shipping, customs, import, tax and regulatory requirements.

10. Products Supplied from Outside the European Union

Some products offered by Medna.Shop may be manufactured, produced or fulfilled from locations outside the European Union.

Products supplied from outside the European Union may take longer to arrive than products fulfilled from locations within the European Union or United Kingdom.

Delivery times may be affected by:

  • international transportation;
  • customs clearance;
  • import procedures;
  • border controls;
  • postal or courier processing; and
  • other circumstances affecting international shipments.

Where applicable, the estimated delivery information provided on the product page or at checkout should be considered together with this Shipping Policy.

Delays caused by customs or other international shipping procedures may occur and are not always within our control.

Where applicable, information concerning customs, import requirements or additional charges will be provided before purchase.

11. Customs and Import Requirements

Orders shipped across international borders may be subject to customs procedures, import requirements, taxes, duties or other charges depending on the destination and the origin of the goods.

Where applicable, information concerning known customs or import requirements will be provided before purchase.

However, customs authorities and local authorities may impose requirements or charges that are outside our control.

Customers are responsible for providing any information reasonably required for customs or delivery purposes.

If an order is delayed by customs, we may assist with information available to us, but we cannot control the processing time of customs authorities.

For information about VAT and cross-border EU sales, please see the official European Commission EU VAT One Stop Shop (OSS) information.

12. Delivery to the European Union

Where products are shipped to customers within the European Union, applicable VAT and delivery charges will be handled according to the applicable tax and consumer rules.

The VAT treatment may depend on the destination, the nature and origin of the goods, and the applicable VAT arrangements.

Where goods are shipped from outside the European Union, additional import procedures or charges may apply depending on the circumstances.

For general EU information about VAT when purchasing online, please see Your Europe – VAT.

13. Delivery Address

You are responsible for providing a complete and accurate delivery address when placing your order.

Please check your address carefully before completing your purchase.

If an order cannot be delivered because the address is incorrect, incomplete or otherwise unsuitable for delivery, we may contact you to arrange a solution.

Where additional delivery costs arise because incorrect or incomplete information was provided by the customer, those costs may be payable by the customer to the extent permitted by applicable law.

14. Tracking

Where tracking is available, tracking information will normally be provided by email after your order has been dispatched.

Orders containing multiple products may have more than one tracking number.

Different parcels may therefore show different tracking updates and delivery dates.

If you have received only part of your order, please check whether additional tracking information has been provided before contacting us.

15. Delayed Deliveries

Delivery times are estimates unless a specific delivery date or period has been expressly agreed.

If your order is significantly delayed, please contact us at info@medna.shop with your order number.

We will investigate the shipment with the relevant fulfilment or delivery provider where appropriate.

Where applicable EU consumer law provides a delivery deadline and that deadline is not met, you may have rights to request delivery within an additional reasonable period and, in certain circumstances, to terminate the contract and receive a refund.

For official EU information about delayed deliveries, please see Your Europe – Shipping and Delivery.

16. Lost Parcels

If your parcel appears to be lost in transit, please contact us.

We will investigate the shipment with the relevant postal or courier service.

Where Medna.Shop is responsible for the delivery, the risk associated with the goods during delivery remains with us until the goods are delivered to you, except where applicable law provides otherwise.

For official EU information concerning delivery responsibility, please see Your Europe – Distance Selling.

17. Damaged Parcels

If your parcel arrives visibly damaged, please take photographs of the parcel and its contents where possible.

Contact us as soon as reasonably possible at info@medna.shop and provide:

  • your order number;
  • photographs of the packaging;
  • photographs of the damaged product; and
  • any relevant tracking or delivery information.

Please keep the packaging and damaged product until we have completed our investigation, as the delivery provider may require them.

Your statutory consumer rights remain unaffected.

18. Missing Items from Split Shipments

If your order contains multiple products and only some products have arrived, please check your shipping confirmation and tracking information first.

Products may have been dispatched separately from different fulfilment locations.

If the remaining parcel does not arrive within the expected delivery period, contact us with your order number and any available tracking information.

We will investigate and provide an appropriate solution.

19. Delivery Attempts and Uncollected Parcels

If the delivery provider attempts to deliver your order and the parcel cannot be delivered because nobody is available, the address is incorrect, or the parcel is not collected within the applicable collection period, the parcel may be returned to the sender or fulfilment location.

If a parcel is returned to us because of an issue attributable to the customer, we may contact you to arrange a further delivery.

Additional delivery costs may apply where permitted by law.

Nothing in this section limits your statutory consumer rights.

20. Orders Containing Products with Different Delivery Times

If your order contains products with different preparation or delivery times, the products may be dispatched separately.

This may apply particularly to:

  • custom products;
  • private-label products;
  • products requiring curing or maturation;
  • products fulfilled from different warehouses; and
  • products supplied or fulfilled from outside the European Union.

You may therefore receive some products before others.

21. Wholesale and Larger Orders

Wholesale, trade and larger-quantity orders may be subject to individual shipping arrangements agreed with the customer before the order is confirmed.

Depending on the order, these arrangements may include:

  • special packaging;
  • pallet or freight delivery;
  • different delivery services;
  • export from the United Kingdom;
  • customs documentation;
  • import requirements;
  • additional taxes or duties; and
  • different delivery times.

The applicable shipping arrangements and costs will be agreed with the customer before the order is confirmed.

22. Shipping and Your Consumer Rights

Nothing in this Shipping Policy limits your statutory consumer rights under applicable Maltese or European Union law.

Where applicable, consumers have rights concerning delivery times, delivery costs, damaged goods, missing deliveries and refunds.

For official information about EU consumer rights relating to shipping and delivery, please visit:

EU Your Europe – Shipping and Delivery

For general EU consumer rights when shopping online, please visit:

EU Your Europe – Consumer Rights

23. Returns and Refunds

For information about returns, refunds and the statutory right of withdrawal, please see our Returns & Refund Policy.

Please contact us before physically returning any product so that we can provide the correct return instructions and return address.

24. Terms and Conditions

This Shipping Policy forms part of our Website terms and should be read together with our Terms and Conditions.

25. Contact Us

If you have a question about delivery, tracking, a delayed parcel, a missing item or a damaged shipment, please contact us.

Lexa Limited trading as Medna.Shop
103 Strait Street
Valletta, VLT 1436
Malta

Company registration number: C 76762
Email: info@medna.shop
Telephone: +356 999-99032
Website: www.medna.shop

Related Policies

Terms and Conditions
Returns & Refund Policy
Privacy Policy
Cookie Policy

This Shipping Policy was last updated on 04 September 2026.