Shipping & Returns

Shipping & Returns – Consumer

This page explains how shipping and returns work on MARKEU (www.markeu.eu).

Because MARKEU is a marketplace, you buy from different independent sellers. However, orders are stored, prepared and shipped from a central warehouse operated with the help of our logistics partner, Frisbo, so that you can enjoy a unified shopping and return experience.

If anything is unclear, you can always contact us at office@markeu.eu.

1. How shipping works

You place an order on MARKEU and complete payment.
The seller’s products are stored in a centralised warehouse, operated by our logistics partner Frisbo or other logistics partners.
Frisbo prepares and ships your parcel on behalf of the seller.
You receive tracking information (where available) and your order is delivered to the address you provided at checkout.

Important: Frisbo only handles storage, packing and shipping.

The seller remains responsible for the products themselves (quality, conformity, warranties, etc.), and MARKEU provides the platform and logistics coordination.

2. Shipping destinations, times and costs

2.1 Destinations

The countries and regions we deliver to are shown at checkout.

If your address is not available in the list, unfortunately we cannot deliver to that location yet.

2.2 Delivery times

Estimated delivery times are displayed during checkout, based on:

Your delivery address;
Product availability in the warehouse;
The shipping method selected.

We and our logistics partners will use reasonable efforts to deliver within the indicated timeframes. However, these timeframes are estimates and may be affected by factors outside our control (courier delays, customs, weather, etc.).

2.3 Shipping costs

The shipping cost for your order is calculated automatically at checkout and depends on:

Destination country/region;
Weight and size of the parcel;
Selected shipping method (standard / express, where available).

All applicable shipping fees are clearly shown before you confirm your order.

3. Order tracking

Once your order has been shipped from our logistics partner’s warehouse, you will receive:

A shipping confirmation email; and
A tracking link or tracking number, where available.

You can follow the status of your delivery via:

The tracking link provided by the carrier; and/or
Your MARKEU account, under the “Orders” section.

If tracking information seems blocked or confusing for more than a few days, please contact us and we will coordinate with Frisbo and the carrier on your behalf.

4. Delivery problems

4.1 Delayed delivery

If your order is significantly delayed compared to the estimated delivery time:

Check the tracking information and any notifications from the carrier;
If there’s no update for several days, contact MARKEU support.

We will investigate with Frisbo and the carrier. Where applicable, we may offer solutions such as a replacement shipment or a refund, depending on the outcome and in coordination with the seller.

4.2 Incorrect or incomplete address

Please make sure your delivery address is complete and correct at checkout.

If a delivery cannot be completed due to:

An incorrect or incomplete address;
Failure to collect the parcel; or
Other reasons attributable to you,

the parcel may be returned to the warehouse. In that case:

We will inform you; and
Depending on the situation, you may choose between a re-shipment (with possible additional shipping cost) or a refund (excluding initial shipping costs, where permitted by law and the seller’s policy).

4.3 Lost or damaged in transit

If your parcel is:

Marked as delivered but you did not receive it; or
Delivered visibly damaged, or items inside are damaged,

please contact us as soon as possible and no later than a reasonable time after delivery, with:

Your order number;
Photos of the packaging and items (in case of damage);
A short description of the issue.

We will coordinate with Frisbo, the carrier and the seller to investigate and find a solution (replacement, partial refund or full refund, depending on the case and applicable law).

5. Returns – general principles

Because MARKEU is a marketplace:

Each seller is legally responsible for returns, refunds, and the right of withdrawal (for consumers in the EU and similar jurisdictions);
MARKEU and our logistics partner Frisbo provide a centralised return flow so that you don’t have to send products to different addresses.

Unless otherwise specified in the product page or seller’s shop:

EU consumers generally have a 14-day withdrawal period from the day after you receive your order, in line with EU consumer law, for eligible products;
You may also have additional rights under the seller’s own return policy (for example, extended return periods), which will be shown on the product or seller page where applicable.

Note: Some types of products may be excluded from the right of withdrawal (e.g. personalised items, perishable goods, sealed items which cannot be returned for health or hygiene reasons once unsealed), in line with applicable law. Such exclusions will be indicated where possible.

6. How to start a return

To request a return:

Log in to your MARKEU account and go to “Orders”;
Select the order and the item(s) you want to return;
Click on “Request return” or follow the instructions provided;
Fill in the reason for the return (change of mind, wrong item received, damaged item, etc.);
Wait for confirmation and return instructions.

You will then receive:

The return address (usually our logistics partner’s warehouse);
Any return label or reference code you must use;
Information on who bears the return shipping cost (you or the seller), depending on the reason and applicable law.

Please:

Pack the items securely;
Include all original accessories, labels and packaging (unless they were damaged in transit);
Ship the parcel within the deadline indicated in the instructions.

7. Who pays for the return shipping?

This depends on the reason for the return and applicable legal rules.

In general:

Change of mind / standard withdrawal (EU consumers):
You may be responsible for the return shipping cost, unless the seller’s policy or the product page states otherwise.
Damaged, defective or wrong item received:
The seller will usually bear the return cost, or may offer a replacement without requiring return of the damaged item, depending on the situation and applicable law.

Details about who pays for return shipping will be clearly indicated in the return instructions you receive through MARKEU.

8. Refunds

Once the returned items are received at the warehouse operated by our logistics partner (for example, Frisbo) and inspected:

We confirm whether the return is accepted (for example, items returned within the allowed period, in appropriate condition, etc.);
If approved, the seller will authorise the refund via the Platform.

8.1 Refund method

Refunds are processed via the same payment method you used for the original order, unless technically impossible. Depending on your bank or payment provider, it may take several working days for the refund to appear in your account.

8.2 What is refunded?

This will depend on:

The reason for the return;
The timing (within the withdrawal period or outside it);
The seller’s policy and applicable law.

Common scenarios:

Change of mind (EU withdrawal period):
You are generally entitled to a refund of the product price and, in many cases, the standard initial shipping cost. You may not be refunded for extra costs if you chose a more expensive delivery option (e.g. express shipping) and you may have to bear the return shipping cost.
Defective, damaged, or wrong item:
You are generally entitled to a refund or replacement and reimbursement of any return shipping cost you had to pay, in accordance with consumer law.

If there is any doubt about your specific situation, our support team can help clarify how the refund will be calculated.

9. Non-returnable items

Some items may not be returnable or may have special return conditions, for example:

Custom-made or personalised products;
Perishable goods or items with a short shelf-life;
Sealed items (such as certain health or hygiene products) once the seal has been broken;
Digital content delivered online, once download or streaming has started, if you consented to immediate performance and acknowledged that you waive your withdrawal right.

These exceptions are based on applicable consumer protection laws and will be indicated on the product page or during checkout when relevant.

10. Contact

If you have questions about shipping or returns, or if something is not working as expected, please contact:

MARKEU S.R.L.

Bulevardul G-ral Gheorghe Magheru, nr. 31, birou 2, etaj 5

Sector 1, Bucharest, Post Code 010325, România

Email: office@markeu.eu

We will coordinate with the relevant seller and our logistics partner (such as Frisbo) to help resolve your issue as quickly as possible.