Shipping policy

Shipping Policy

Last updated: October 20, 2026

We deliver to Bulgaria, all European Union countries and to most countries worldwide. The exact price and expected delivery time for your address are displayed on the checkout page before you confirm your order.

1. Order Processing

  • You will receive a confirmation email when your order is accepted and a second email with a tracking number when it is shipped.
  • During sales and promotional periods, processing may take up to 2 business days.

2. Delivery in Bulgaria

  • Couriers: Econt (to office, locker or address), Sameday, Pigeon and ExpressOne.
  • Price: €3 to office or locker and €4 to address for orders up to €99.99; free shipping for orders over €100.
  • Delivery time: 2–5 business days.
  • Cash on delivery: available with Econt delivery.
  • Inspection and trial: available with Econt delivery. You can open the package in front of the courier and refuse items before paying.

3. Delivery to the European Union

  • Couriers: DPD, GLS, DHL and partner couriers depending on the country.
  • Price: from €5 for orders up to €199.99; free shipping for orders over €200. The exact price for your country is calculated on the checkout page.
  • Delivery time: 3–8 business days from shipment depending on the country.
  • Inspection and trial: available with DHL and GLS delivery when the service is offered in the receiving country. Not available with DPD delivery.
  • Since shipments are within the EU, no customs duties and additional fees apply.

4. Delivery Outside the European Union

  • Courier: DHL Express and partner couriers.
  • Price and delivery time: are calculated automatically based on the country and weight of the shipment and are displayed before you confirm your order. Estimated time: 3–10 business days.
  • Customs duties and fees: prices on the website do not include import duties, VAT and fees of the receiving country. They are determined and collected by the local customs authorities or by the courier upon delivery and are the responsibility of the recipient. If you refuse a shipment due to customs fees, the costs of returning it to us will be deducted from the refunded amount.
  • Inspection and test: available upon delivery with DHL, when the service is offered in the recipient country.

5. Package Tracking

Each shipment has a tracking number, which you will receive by email when it is sent. You can track its movement on the respective courier's website. If you do not receive a number within 2 business days of your order, please contact us at shop@roberto.bg.

6. Receiving Your Package

  • Please inspect the package upon receipt. If it is visibly damaged, ask the courier to draw up a report and notify us the same day with photos – this way we will be able to file a claim with the courier and send you a new item as quickly as possible.
  • The courier will contact you at the provided phone number. If the package is not received after two delivery attempts or is not picked up from an office/parcel locker within the courier's timeframe, it will be returned to us. We will contact you for reshipment; for deliveries outside Bulgaria, reshipment costs are the responsibility of the customer.
  • If you have provided an incorrect address or phone number, please contact us as soon as possible – we will correct the information if the package has not yet been handed over to the courier.

7. Delays

Delivery times are indicative and depend on the courier. In case of force majeure, strikes, extreme weather or peak periods (Black Friday, Christmas holidays), delays may occur. If the package does not arrive within 30 days of your order, you have the right to refuse it and receive a full refund of the amount paid.

8. Contact

Email: shop@roberto.bg
Phone: +359 890 115 455 (BG/GR/RU) | +359 892 030 004 (EN)
"Roberto – Velingrad" EOOD, blvd. "Saedinenie" №115, 4600 Velingrad, Bulgaria