Shipping & Delivery Policy

Last updated: 12 August 2026

This policy explains how REAL RUSSIAN HAIR (a trade name of SERENDAB GmbH, Lettenstrasse 9, 6343 Rotkreuz, Switzerland, UID CHE-329.951.076) processes, ships, and delivers orders placed on this website.

1) Where We Ship From

All orders are shipped from our stock in France. Deliveries within the European Union are therefore intra-EU shipments (no customs formalities for EU destinations). Deliveries to Switzerland are exports from the EU (see section 6).

2) Order Processing

Business days: Monday–Friday (excluding public holidays).
Cut-off time: Orders placed before 15:30 (CET/CEST) are usually dispatched the same business day. Orders placed after 15:30 are prepared within the next 1–2 business days, depending on volume.

You will receive an order-confirmation email at checkout and a shipping email with tracking when your parcel leaves our warehouse.

3) Shipping Areas & Transit Times (guide)

We currently deliver to: France, Germany, Austria, Belgium, Luxembourg and Switzerland.

France: standard delivery 1–3 business days.
Germany, Austria, Belgium, Luxembourg: standard delivery 2–5 business days. Express options typically 24–72h where available.
Switzerland: standard delivery 2–5 business days including customs clearance.

Transit times are indicative, start when the parcel is handed to the carrier, and may be affected by customs inspections, peak seasons, strikes, extreme weather, or carrier disruptions.

4) Shipping Options & Fees

Standard shipping: any applicable fee or free-shipping eligibility is shown at checkout based on your address and cart contents.
Express shipping: offered where available, with the surcharge displayed at checkout.
Saturday/Sunday delivery: not guaranteed unless explicitly stated at checkout.

5) Tracking & Delivery Confirmation

All parcels include a tracking number (sent by email once dispatched). Where available, we strongly recommend choosing a signed-for service: signed-for delivery provides an official proof of handover.

6) VAT, Customs & Import Charges

European Union (France, Germany, Austria, Belgium, Luxembourg): shipments travel within the EU – no customs duties and no import formalities. The price displayed at checkout is the final price for the products and shipping.

Switzerland: parcels are exported from our warehouse in France. Unless import duties and taxes are expressly shown and collected at checkout, Swiss import VAT (currently 8.1%) and any customs-clearance fees charged by the carrier are payable by the recipient at or after delivery. These amounts are not included in our prices and are collected by the carrier/customs, not by us. Low-value shipments may be exempt under Swiss customs rules; please check with Swiss customs (BAZG/OFDF) for details.

7) Business Customers (B2B)

If you are a VAT-registered business in the EU, intra-Community supplies may qualify for zero-rated invoicing under the reverse-charge mechanism, provided you supply a valid VAT identification number (verifiable in VIES) and the goods are shipped to your registered business address. Please contact us at contact@real-russian-hair.com before ordering with your company details and VAT number so we can issue a compliant invoice. Swiss professional clients (salons, stylists): contact us for trade conditions and DDP options.

8) Address Changes, Order Edits & Cancellations

We can amend the shipping address or cancel an order only before it is packed and handed to the carrier. If your order has already shipped, please contact the carrier using your tracking number to request a redirect (if offered in your country). Redirect fees, if any, are the customer's responsibility.

9) Non-Deliverable, Refused or Unclaimed Parcels

If a parcel is returned to us as undeliverable, refused, or unclaimed, we will contact you. We can reship (additional postage may apply) or refund the product price minus original shipping costs and any return/customs charges incurred, once the parcel is back in our warehouse.

10) Damaged or Lost Parcels

Please inspect your parcel on delivery. If the packaging is visibly damaged, note it with the carrier or refuse delivery, and contact us within 48 hours with photos so we can open a claim. If tracking shows no movement for an unusually long period, contact us and we will investigate with the carrier.

11) Contact

SERENDAB GmbH – REAL RUSSIAN HAIR
Lettenstrasse 9, 6343 Rotkreuz, Switzerland
UID: CHE-329.951.076
Email: contact@real-russian-hair.com
Phone: +41 76 490 88 22