FAQ’S

• Once your order has been shipped from our warehouse, you will receive a confirmation email containing your tracking details.*
• The tracking link becomes active within 24–48 hours after the courier collects your parcel.**
• Please use the tracking link in the email to view the most up-to-date delivery information.
• If you experience delays or delivery issues, please visit our
  Delivery Issues
  section for further guidance.

• Orders placed on timelessbrands.ro can be paid using the following secure methods:
• (1) Online card payment, processed safely through our partner
  STRIPE – a PCI DSS–certified payment service provider.
  We accept Visa, Visa Electron, Mastercard, and Maestro cards issued by any bank in Romania or the European Union.
  Your card details are processed exclusively by STRIPE. Timeless Brands does not access, store, or handle card information.
• (2) Bank transfer (payment order) – available by selecting this option at checkout.
  After placing your order, you will receive a proforma invoice and all necessary payment details by email.
  Once the payment is confirmed in our account, your order will be processed and shipped as soon as possible.
• Payment Details – RON Account
  Beneficiary: S.C. TIMELESS BRANDS CONCEPT S.R.L.
  Tax ID (CUI): 52819459
  Bank: Banca Transilvania
  IBAN: RO04BTRLRONCRT0DB4423201
  Currency: RON
  SWIFT/BIC: BTRLRO22
  Registered Office: Bulevardul Metalurgiei nr. 132, Sector 4, Bucharest, Romania
• Payment Details – EUR Account
  Beneficiary: S.C. TIMELESS BRANDS CONCEPT S.R.L.
  Tax ID (CUI): 52819459
  Bank: Banca Transilvania
  IBAN: RO48BTRLEURCRT0DB4423201
  Currency: EUR
  SWIFT/BIC: BTRLRO22
  Registered Office: Bulevardul Metalurgiei nr. 132, Sector 4, Bucharest, Romania

• Once you receive the order confirmation email, your order enters the preparation process and can no longer be cancelled.*
• Orders are processed quickly through an automated fulfillment system to ensure fast dispatch.
• If you notice an error in your shipping address or contact details, please contact our
  Customer Support
  team immediately.
• Our team will do their best to update the information before the parcel is shipped.

Important information:

• Once the parcel has been collected by the courier, cancellation or modification is no longer possible.**
• If you wish to return your products, you may submit a return request after receiving your order.
• Refunds will be issued using the same payment method originally used for the purchase.

Once your return has been received by Timeless Brands, your refund will be initiated within 3–7 business days.*

• After your returned parcel is received by Timeless Brands, the refund process will begin within 3–7 business days.*
• When the returned parcel arrives at our warehouse, it goes through an internal verification and quality control process.
• The processing time is typically around 3–7 business days.
• You will receive a REFUND email notification as soon as the refund has been completed and confirmed.

Important information:

• We do not send a separate confirmation message for the arrival of your return parcel.**
• During processing, the returned item undergoes a standard quality control check.
• Once the refund has been initiated, the amount will appear shortly in your account.
• All refunds are issued exclusively to the original payment method used at checkout.

All orders are insured during transit.*

If the delivery of your order is taking longer than the estimated timeframe, please check the tracking information for updates.

Delivery Status: Delivered

• If the tracking information shows your parcel as delivered, please check with anyone living at the same address or with nearby neighbours who may have accepted the parcel on your behalf.
• If you are unable to locate the parcel, please contact our
  Customer Support team.
• We will initiate an official investigation with the courier company. These investigations may take up to two weeks, with an average resolution time of approximately 4 days.

Delivery Status: No Updates / Error

• If there have been no tracking updates for more than 5–10 days, or if an error appears in the system, please contact the responsible courier directly.
• You may also contact us, and our support team will open an investigation on your behalf.
• Such investigations may take up to two weeks, with an average resolution time of approximately 3 days.

Delivery Status: Returned to Sender

• If the tracking information indicates that the parcel was returned to our logistics partner, please contact our
  Customer Support team.
• We will review the reason for the return and re-ship the item(s) to you as soon as the issue is resolved.

Important Information:

• If the shipping address was entered incorrectly by the customer, Timeless Brands cannot be held responsible for parcels delivered to the wrong address or lost by the courier as a result.