Paslaugų teikimo sąlygos

Terms of Service — Era Hugs

1. General Information

Era Hugs is an individual activity operated under a personal service model. This service provides curated gift preparation, product purchasing, and delivery coordination based on customer requests and available catalog items.

By placing an order, you agree to these Terms of Service.

2. Service Description

Era Hugs offers:

  • Products selected from a provided catalog

  • Custom-requested items added upon customer request (when approved prior to purchase)

  • Gift preparation and assembly

  • Delivery coordination via third-party delivery services within Baltic countries

We do not manufacture products; all items are sourced from third-party retailers.

3. Ordering Process

Customers may place orders in two ways:

3.1 Catalog Orders

Customers select items directly from the provided catalog and place an order through Shopify checkout.

3.2 Custom Item Requests

Customers may request additional items not listed in the catalog. These must be:

  • Communicated to Era Hugs before payment

  • Confirmed as available and approved before checkout

If a customer completes payment without prior confirmation of custom items:

  • The request is considered at the customer’s own responsibility

  • Inclusion of the item is not guaranteed

  • A refund may be issued depending on the situation, at the discretion of Era Hugs

4. Payment Terms

  • All standard orders are paid in full upfront via Shopify

  • Orders are processed only after successful payment

  • Custom items must be agreed upon before payment is made

5. Pickup and Delivery

  • Local pickup is available only in Vilnius, Lithuania

  • Delivery is provided within Baltic countries (Lithuania, Latvia, Estonia) via third-party courier services

  • Delivery timelines depend on external logistics providers and may vary

Era Hugs is not responsible for delays caused by third-party delivery services.

6. Product Availability and Substitutions

If an item becomes unavailable or is out of stock:

  • The customer will be contacted with available alternatives

  • Substitutions will be offered based on similarity in type and purpose

Substitution rules:

  • Allowed without prior approval only if the product type remains the same

    • Example: chocolate biscuits → same type, different brand of chocolate biscuits

    • Example: coffee → same type/brand but different origin or region

  • If no suitable replacement is available, the item may be removed or adjusted in the order after consultation

 

7. Cancellations

  • Order cancellations should be requested as soon as possible, ideally within a few hours of placing the order

  • If cancellation is requested after the order has been processed or purchased, it may no longer be eligible for a full refund

  • Late cancellations are handled individually depending on order progress and purchased items

8. Refunds

Refund handling is based on the Return & Refund Policy of Era Hugs.

In general:

  • Completed services (shopping, preparation, and delivery) are non-refundable

  • Product-related issues (damage, missing items, incorrect items) are reviewed individually

  • Service fees are non-refundable once the order has been processed

9. Limitation of Responsibility

Era Hugs is not responsible for:

  • Manufacturing defects of third-party products

  • Allergies or ingredient changes from manufacturers

  • Delivery delays caused by third-party couriers

  • Customer errors in order submission or missing custom item confirmation

10. Contact

For questions, order changes, or issues, customers should contact Era Hugs directly as soon as possible after placing an order.