Shipping policy

Formasoft SARL

15 Rue Morin, 93700 Drancy, France

Company number: 102 138 096

Contact: support@stokora.shop · +3367328860

Last updated: 10 September 2026

1. About this Shipping Policy

This Shipping Policy explains how orders placed through Stokora are processed, dispatched and delivered.

Stokora is operated by Formasoft SARL.

This Policy should be read together with our Terms of Service, Returns & Exchanges Policy, Privacy Policy and Cookie Policy.

Nothing in this Policy limits mandatory statutory rights available to consumers.

2. Delivery destinations

Stokora may deliver to destinations made available during checkout.

Available countries, regions and delivery options may vary depending on:

product type;
product size;
warehouse location;
carrier availability;
destination;
customs requirements; and
applicable transport restrictions.

If a destination cannot be selected during checkout, we may not currently offer delivery to that location.

3. Delivery address

Orders are shipped to the delivery address entered at checkout.

You are responsible for ensuring that the delivery information you provide is complete and accurate.

This includes:

recipient name;
street address;
building or apartment information;
postal code;
city;
country;
email address; and
telephone number where required.

Incorrect or incomplete address information may result in delay, failed delivery or return of the parcel.

4. Address changes

If you need to change your delivery address, contact support@stokora.shop as soon as possible.

We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

Once a parcel has been handed to a carrier, changes may be subject to the carrier's own procedures and restrictions.

5. Order processing

Orders may require time for:

payment verification;
fraud screening;
stock confirmation;
final quality checks;
packaging;
preparation of shipping documents; and
transfer to the delivery carrier.

Refurbished products may also undergo a final inspection before dispatch to confirm that they meet our A+ Grade standard.

6. A+ Grade inspection before dispatch

All refurbished products sold by Stokora are supplied under our A+ Grade standard.

Before dispatch, products may undergo applicable final checks to confirm:

product identity;
essential functionality;
cosmetic condition;
included accessories; and
packaging suitability.

This helps ensure that the product dispatched meets the condition described in your order.

7. Dispatch confirmation

Once your order has been dispatched, we may send a shipping or dispatch confirmation by email.

Where tracking is available, the confirmation may include:

tracking number;
carrier information;
shipment reference; or
a tracking link.

Tracking information may take some time to become active after the parcel is first handed to the carrier.

8. Estimated delivery times

Estimated delivery times shown during checkout or in order communications are estimates unless expressly stated as guaranteed.

Delivery time may depend on:

destination;
carrier;
shipping service selected;
warehouse location;
public holidays;
customs clearance;
weather;
transport disruption; and
other circumstances outside our reasonable control.

9. Processing time and transit time

Order processing time and carrier transit time are separate.

Processing time refers to the period required to prepare an order for dispatch.

Transit time refers to the period after the parcel has been handed to the delivery carrier.

An estimated delivery date may therefore include both processing and transit time.

10. Weekends and public holidays

Orders may not be processed, dispatched or delivered on weekends or public holidays depending on warehouse and carrier operations.

Orders placed near a weekend or public holiday may therefore take longer to process or deliver.

11. Multiple-item orders

If your order contains multiple products, the products may be shipped together or separately.

This may occur because products are:

stored at different fulfilment locations;
ready for dispatch at different times;
subject to different shipping requirements; or
better protected when shipped separately.

You may therefore receive more than one parcel for a single order.

12. Separate tracking numbers

Where an order is split into multiple parcels, each parcel may have its own tracking number.

Tracking information for one parcel does not necessarily represent the delivery status of another parcel from the same order.

13. Free gifts and promotional items

Promotional gifts or complimentary items may be shipped separately from the main product.

Where shipped separately, the gift and main product may:

have different tracking numbers;
use different carriers;
have different dispatch dates; and
arrive on different days.

Delivery of a promotional item does not mean that another parcel from the same order has also been delivered.

14. Delivery carriers

Stokora may use third-party delivery, logistics, fulfilment and postal providers.

The specific carrier used may depend on:

destination;
parcel size;
warehouse;
shipping service;
operational availability; and
other logistics requirements.

We may use different carriers for different parcels within the same order.

15. Carrier tracking

Tracking information is supplied by the relevant carrier or logistics provider.

Tracking events may sometimes:

update with delay;
appear out of sequence;
remain unchanged temporarily;
show a shipment in transit for several days; or
show delivery information before local carrier systems are updated.

These tracking behaviours do not necessarily mean that a parcel is lost.

16. Local delivery partners

International or cross-border shipments may be transferred between multiple logistics providers.

The carrier shown in your original tracking information may not be the company making the final local delivery.

A local delivery company may therefore use:

a different tracking number;
an internal reference;
a different tracking system; or
no publicly searchable local tracking reference.

17. Delivery estimates are not guarantees

Unless expressly stated otherwise, delivery dates are estimates rather than guaranteed delivery dates.

We will take reasonable steps to arrange delivery within the expected period.

However, delays can occur due to events outside our reasonable control.

18. Delays

Delivery delays may be caused by:

high parcel volumes;
courier network congestion;
customs checks;
severe weather;
transport disruption;
industrial action;
public holidays;
regional delivery issues;
incorrect address information;
remote delivery locations;
security checks; or
other operational events.

If a parcel is delayed, tracking may not update every day.

19. Delayed orders

If your order has not arrived within the expected delivery period, contact support@stokora.shop.

Please provide your order number.

We may review:

dispatch information;
tracking history;
carrier status;
fulfilment records; and
available delivery scans.

Where appropriate, we may contact the logistics provider or open an investigation.

20. Lost parcels

A parcel is not automatically considered lost simply because tracking has not updated for a period of time.

Carriers may require a defined investigation period before confirming that a parcel is lost.

Where a shipment is ultimately confirmed lost, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include:

replacement; or
refund.

Any refurbished replacement supplied by Stokora will meet our A+ Grade standard.

21. Delivered status

A carrier may mark a parcel as delivered when it has been:

handed to the recipient;
left in an authorised safe place;
delivered to a neighbour;
delivered to building reception;
placed in a parcel locker;
delivered according to delivery instructions; or
otherwise completed under the carrier's delivery procedure.

If tracking shows delivered but you cannot locate the parcel, contact us as soon as reasonably possible.

22. Parcel marked delivered but not received

If tracking shows that your parcel has been delivered but you have not received it, first check, where applicable:

around the delivery location;
with other members of your household;
with neighbours;
with building reception;
with a concierge;
in parcel lockers;
in authorised safe places; and
any delivery message or photograph provided by the carrier.

If the parcel still cannot be located, contact support@stokora.shop.

We may ask the carrier to investigate the delivery.

23. Delivery investigations

A carrier investigation may require:

tracking information;
delivery scan details;
delivery photograph;
GPS or route information where available;
recipient confirmation;
proof of non-receipt;
address confirmation; or
other information requested by the carrier.

We will cooperate with the applicable delivery provider in resolving legitimate delivery disputes.

24. Signature on delivery

Certain orders may require a signature or other delivery confirmation.

Whether a signature is required may depend on:

order value;
product type;
destination;
carrier service; or
fraud-prevention requirements.

Where signature is required, the carrier's delivery procedures will apply.

25. Safe-place delivery

Where a customer instructs or authorises a carrier to leave a parcel in a safe place, with a neighbour or at another alternative location, the delivery may be treated as completed in accordance with applicable law and carrier terms.

Customers should only select a safe place that they consider secure.

26. Failed delivery attempts

If a delivery attempt is unsuccessful, the carrier may:

attempt delivery again;
leave delivery instructions;
redirect the parcel to a collection point;
place the parcel in a parcel locker; or
return the parcel to the sender.

The available options depend on the carrier and destination.

27. Parcels returned to sender

A parcel may be returned to us because of:

incorrect address;
incomplete address;
repeated failed delivery attempts;
refusal of delivery;
failure to collect;
customs refusal; or
other delivery issues.

Once the parcel is returned and processed, we will determine the appropriate next step.

This may include:

reshipment;
correction of the delivery address; or
refund where appropriate.

Additional delivery costs may apply where a parcel was returned because of incorrect information supplied by the customer or failure to collect, where permitted by law.

28. Damaged parcels

If your parcel arrives visibly damaged, inspect it carefully.

Where possible, photograph:

the external packaging;
shipping label;
internal packaging; and
product.

If the product itself is damaged, contact support@stokora.shop as soon as reasonably possible.

Do not discard the packaging until the issue has been reviewed where possible.

29. Missing products or accessories

If an item is missing from your shipment, contact us promptly.

Please identify:

the missing product;
missing accessory;
parcel received; and
applicable tracking number.

We may investigate the fulfilment and shipping records before confirming the appropriate remedy.

30. International shipping

International deliveries may pass through customs authorities.

Customs processing can increase delivery time.

We do not control the speed of customs clearance.

31. Customs duties and import charges

International orders may be subject to:

customs duties;
import VAT;
brokerage fees;
customs-processing charges; or
other destination-country charges.

Unless expressly stated as included at checkout, such charges are the responsibility of the customer.

32. Customs documentation

We may provide customs and shipping documentation required for international delivery.

We are required to describe shipments accurately and cannot agree to falsely declare:

product value;
product category;
product contents; or
the nature of the transaction.

33. Customs refusal

If a parcel is refused, rejected or returned by customs because of restrictions applicable in the destination country, we will review the circumstances when the parcel is returned.

Any refund, redelivery or applicable deduction will be handled in accordance with applicable law.

34. Import restrictions

Customers are responsible for checking whether the products ordered can legally be imported, possessed and used in the destination country.

Some products may be subject to local restrictions involving:

batteries;
electrical standards;
wireless frequencies;
radio equipment;
telecommunications equipment; or
other regulated product categories.

35. Battery shipping restrictions

Products containing lithium or rechargeable batteries may be subject to special carrier or air-transport restrictions.

These restrictions may affect:

available delivery methods;
destination availability;
shipping route; or
estimated transit time.

36. Remote and restricted areas

Some carriers apply different service levels or additional time for remote, island or difficult-to-access destinations.

Delivery estimates may therefore differ from those for major urban areas.

37. Shipping charges

Any shipping charge payable by the customer will be displayed during checkout before the order is submitted.

Shipping charges may depend on:

destination;
order size;
parcel weight;
shipping method; and
product type.

38. Free shipping promotions

Where Stokora offers free shipping, the offer may be subject to conditions such as:

eligible countries;
minimum order value;
selected products;
selected shipping methods; or
promotional periods.

Any applicable conditions will be shown with the relevant offer.

39. Risk during delivery

For consumer purchases, responsibility for the product during delivery is determined by applicable law.

Nothing in this Policy is intended to transfer delivery risk to a consumer earlier than permitted by law.

40. Refused deliveries

If you refuse delivery without exercising an applicable cancellation or withdrawal right in accordance with our procedures, the parcel may be returned to us.

Once received, we will review the order and applicable legal rights before determining the next step.

41. Delivery to businesses and reception areas

Where delivery is made to a business address, office, hotel, reception desk or similar location, delivery to an authorised employee, reception desk or designated receiving area may constitute delivery where permitted by law and applicable carrier procedures.

42. Delivery to parcel lockers and collection points

Some carriers may offer delivery to:

parcel lockers;
postal offices;
collection shops; or
pickup points.

You are responsible for collecting the parcel within the carrier's stated collection period.

Failure to collect may result in the parcel being returned.

43. Changes by carriers

Delivery carriers may alter:

routes;
estimated dates;
local delivery partners;
collection points; or
delivery procedures.

These changes are outside Stokora's direct control.

44. Fraud and delivery security

We may apply reasonable fraud-prevention measures before dispatch.

These may include:

payment verification;
address checks;
identity confirmation where appropriate;
shipment restrictions; or
signature requirements.

An order may be delayed or cancelled where additional verification is reasonably required.

45. Contacting us about delivery

For delivery questions, contact:

support@stokora.shop

Please include:

your full name;
order number;
tracking number where available; and
a short description of the issue.

This helps us investigate the shipment more efficiently.

46. Relationship with the Returns & Exchanges Policy

If a product needs to be returned because it arrived damaged, is incorrect, is faulty or is otherwise eligible for return, our Returns & Exchanges Policy will apply.

For information about refunds, exchanges and return shipping, please refer to that Policy.

47. Changes to this Shipping Policy

We may update this Shipping Policy where necessary to reflect:

changes in carriers;
fulfilment arrangements;
delivery destinations;
logistics procedures;
service levels; or
applicable legal requirements.

The latest version will be published on Stokora.

48. Contact