General terms and conditions of delivery
We pride ourselves on delivering our premium decorative coatings and coatings to your doorstep, no matter where you are. Our company is based in Bulgaria and offers delivery throughout Europe.
We partner with reliable international and local carriers to ensure quality and timely delivery:
Our main carriers include Econt, Speedy, Interlogistica, DHL, FedEx and UPS, selected based on reliability and availability of service in your region.
Shipping costs
Shipping costs are calculated based on:
- Country of delivery
- Package weight and dimensions
- Selected delivery method
- Order value
The exact shipping costs will be displayed in the cart before payment confirmation.
Order processing
- Orders are usually processed within 1-2 business days after payment confirmation.
- Custom color products or specially formulated products may require additional processing time (3-5 business days)
- You will receive a confirmation email with tracking information once your order has been shipped.
Tracking your order
Track your shipment at any time via:
- Using the tracking number provided in your delivery confirmation email
- Logging into your account on our website
- Contact our customer service team
Delivery problems
Unable to deliver a shipment
If your package is returned to us due to incorrect address, refused delivery, or non-payment of customs fees:
- You will be responsible for the initial shipping costs.
- Resending will require payment of new shipping charges.
Lost or damaged packages
If your package arrives damaged or does not arrive at all:
- Contact us within 5 business days of the expected delivery date
- Provide photos of damaged packages or products before opening (if applicable)
- We will work with the carrier to quickly resolve the issue.
Special shipping considerations
Climate-sensitive products
Some of our coatings and coatings are sensitive to extreme temperatures. We can:
- We temporarily hold shipments during periods of extreme heat or cold
- We use special insulated packaging (additional fees may apply)
Large volume orders
For commercial quantities:
- Contact our sales team for specialized transportation arrangements
- Take advantage of discounted shipping options
- Get guidance on optimal order quantities to reduce shipping costs
Terms of delivery of large shipments
The goods are delivered as standard – by hand against signature, and for larger shipments (determined at the discretion of the person making the delivery) the following additional conditions apply:
- The delivery address specified by the customer must be accessible via an asphalt or paved road.
- Delivery is made to the location closest to the delivery address specified by the customer, which, according to the judgment of the driver of the vehicle making the delivery, allows for unobstructed and safe parking, lowering of the loading dock and unloading.
- The goods are delivered and received on/from the loading dock of the vehicle used for delivery.
- The service does not include unloading activities . Unloading is organized and carried out entirely by and at the expense of the client, and should begin immediately after receipt of the goods and be carried out for the time usually required for unloading the respective type of goods.
Product review and complaints
Upon receipt of the goods, the buyer is obliged to immediately inspect them and, in case he finds obvious defects, damage, the absence of any of the accompanying accessories and/or any of the documents required by Bulgarian legislation, immediately inform the person carrying out the delivery. If he fails to do so, the goods are considered approved, and the buyer loses the right to later claim that the goods were delivered to him with obvious defects, the absence of any of the accompanying accessories and/or any of the documents required by Bulgarian legislation.
Complaints about goods purchased through the online store are made under the rules of the Consumer Protection Act (for consumers only) and/or in accordance with the terms and conditions of their commercial warranty.
Address for complaints: Ruse, Western Industrial Zone, 11 Kapitan Raycho Nikolov Str. Support phone number +359 82 594914 .
Delivery to Bulgaria
For orders in Bulgaria:
- Free shipping for orders over 150 BGN.
- For orders under 150 BGN, the fee is formed in accordance with the prices of the courier service.
- The shipping cost, if any, will be visible after the desired Product/s are placed in the cart and after specifying the delivery address.
Delivery times in Bulgaria
- For goods ordered by 2 p.m. Bulgarian time – 72 hours, starting from the day following the day the order was confirmed.
- For goods ordered after 2 p.m. Bulgarian time – 96 hours, starting from the day following the day the order was confirmed.
IMPORTANT!!! The specified terms apply as long as they do not contradict the delivery terms applied by the respective courier. Except for “Cash on Delivery”, all delivery terms begin to run after the entire amount due, including the price of the goods and the price for processing and delivery, has been paid.
We reserve the right to unilaterally, without the need to inform the buyer, extend the specified deadlines by up to 12 days.
Receiving the shipment in Bulgaria
If it is impossible or difficult to deliver the parcel to the recipient in person, the parcels shall be delivered as follows:
- For a business address – to a person with a place of work at the address, noting the name and position/department of the person who received the shipment
- For a home address – to a household member, noting the name of the person who received the shipment and their relationship to the recipient
If it is impossible to deliver the shipment on the first visit, through no fault of ours (in case there is no one at the address, etc.), the courier leaves a notice indicating a contact number, which the recipient should call within three business days to specify a new delivery date.
If it is impossible to deliver the shipment and upon a second visit through no fault of ours, the distance selling contract is automatically terminated, in which case, as a sanction for the buyer’s failure to fulfill it, we retain all amounts paid by the buyer.
IMPORTANT!!! We are not responsible for unclaimed/not received goods on time. After the deadline for receipt has expired, we have the right to charge a storage fee of five leva per day for each item.
Delivery by country
| Country | Standard delivery | Express delivery | Free shipping | Courier companies |
|---|---|---|---|---|
| Bulgaria | 2-4 days | 1-2 days | 1-2 days over 150 BGN | Econt, Speedy, Interlogistics |
| Romania | 2-4 days | 1-2 days | 1-2 days over 750 RON | Fan Courier, DPD |
| Greece | 3-5 days | 2-4 days | 3-6 days over 200 EUR | UPS, DHL |
| Germany | 7-10 days | 3-5 days | 4-5 days over 200 EUR | UPS, DHL |
| European Union | 7-10 days | 3-5 days | 4-5 days over 200 EUR | UPS, DHL |
Customs and taxes for EU countries
For all EU member states:
- No additional duties are charged on goods produced in the EU
- All prices include VAT according to European legislation.
- No additional customs formalities required
For any questions regarding delivery, please contact online@fortunapaints.bg
