Shipping and Returns Policy

How delivery, shipping charges, returns, and refunds work on Exsetra.

Exsetra Shipping and Returns Policy

Last Updated: 12/12/2025

This Shipping and Returns Policy explains how delivery, shipping charges, returns, and refunds work on Exsetra.

By using Exsetra, you agree to this policy alongside our Privacy Policy and Terms and Conditions.

  1. Shipping Responsibility

    Exsetra is a marketplace platform, not a seller or courier.

    Each seller is responsible for:

    • Setting their own shipping price.
    • Packaging items safely and discreetly.
    • Choosing the shipping method and carrier.
    • Dispatching items within 14 calendar days from buyer payment.

    Exsetra does not control shipping costs or delivery times.

  2. Shipping Costs

    • Shipping prices are set by the seller and displayed clearly at checkout.
    • Buyers are responsible for paying the shipping cost shown.
    • Shipping costs may vary based on location, item size, and delivery method.

    Exsetra is not responsible for over or under-charged shipping fees.

  3. Shipping Timeframes

    • Sellers must ship items within 14 calendar days from buyer payment.
    • Delivery times vary depending on the seller’s location and carrier.
    • Delays caused by couriers, customs, or external factors are outside Exsetra’s control.

  4. International Shipping

    • Some sellers may offer international shipping, others may not.
    • Buyers are responsible for any customs fees, import taxes, or duties.
    • Buyers are responsible for understanding their local import laws.

    Exsetra is not responsible for items delayed, held, or seized by customs.

  5. Tracking and Delivery Confirmation

    • Sellers are encouraged to provide tracking information where available.
    • Buyers must confirm receipt once the item arrives.
    • If no confirmation is provided within 3 calendar days, Exsetra will automatically complete the transaction.

  6. Lost, Delayed, or Damaged Items

    Lost or Delayed

    If an item is delayed or lost in transit:

    • Buyers should contact the seller first.
    • Exsetra may assist at its discretion.
    • Responsibility typically lies with the shipping carrier.

    Damaged Items

    If an item arrives damaged:

    • Buyers must report this promptly.
    • Evidence (photos) may be required.
    • Exsetra may intervene to assess the claim.

  7. Returns and Refunds

    Due to the personal and intimate nature of items sold on Exsetra, returns are generally not accepted.

    Refunds may be considered only in the following situations:

    • The item never arrives.
    • The item is significantly not as described.
    • The seller fails to ship the item.

    Refunds are not issued for

    • Buyer’s remorse.
    • Change of mind.
    • Personal preferences or expectations.
    • Delays outside the seller’s control.

  8. Dispute Resolution

    • Buyers and sellers should communicate respectfully to resolve issues.
    • Exsetra may step in where necessary but is not obligated to do so.
    • Exsetra’s decision on disputes is final.

  9. Platform Protection

    • Payments are held in escrow until delivery is confirmed.
    • Off-platform payments void all protections.
    • Abuse of the dispute system may result in account suspension.

  10. Policy Updates

    Exsetra may update this policy at any time.

    Continued use of the platform indicates acceptance of any changes.

  11. Contact Us

    If you have questions about shipping or returns, contact:

    hello@exsetra.co.uk