Shipping Policies

Last updated on November 23 2025

1. Overview and scope of this Shipping Policy

This Shipping Policy explains how shipping works on Gidun for both buyers and sellers. It covers who is responsible for shipping, how handling times and delivery estimates are determined, how tracking works, what happens with customs and duties, and how problems like lost or delayed packages are handled. The goal is to give you a clear picture of what to expect whenever an order moves from a seller to a buyer, no matter where in the world the two are located. This policy applies globally and is written in a friendly and educational tone but it is still a binding part of your agreement with Gidun.

The Shipping Policy applies to every order placed through Gidun. It covers marketplace orders where independent sellers ship directly to buyers. In the future Gidun may also offer its own fulfilment services for some products. When that happens, additional or slightly different rules may apply to those specific items. Until then, all orders are shipped by sellers, not by Gidun, and this document explains what that means in practice for timing, risk and communication.

1.1 Relationship with other Gidun policies

This Shipping Policy is part of the overall legal framework that governs your use of Gidun. It works together with the Terms of Service, the Seller Terms, the Returns & Replacements and the Refund Policy, as well as the Privacy Policy. When you buy or sell on Gidun, you agree to all of these documents, not just one of them.

If there is any apparent conflict between this Shipping Policy and the Terms of Service or the Seller Terms, they should be read together so that they are consistent. In areas that specifically involve shipping, delivery, customs, and related risk allocation, this Shipping Policy provides more specific rules that build on top of the general terms. Returns, replacements and refunds are not fully described here, because they already have their own dedicated documents. Instead, this Shipping Policy explains how shipping connects with those processes.

1.2 Who this policy applies to

This Shipping Policy applies to every buyer and seller who uses Gidun. It applies whether you are an individual or a business, whether your order is domestic or cross border, and whether your product is a small accessory or a large item that requires special handling. If you list a product for sale, you agree that you will follow these shipping rules as a condition of using the marketplace.

Buyers also have responsibilities under this policy. Buyers must provide accurate shipping information, respond to reasonable questions about delivery, and understand that certain parts of the shipping journey are outside the direct control of both Gidun and the seller. Customs checks, weather events, and carrier network issues can cause delays, and this policy explains how those situations are handled.

2. Plain language summary for buyers and sellers

Before we dive into more detailed rules, this section offers a plain language summary of how shipping on Gidun generally works. It is not a replacement for the full policy, but it can help you understand the big picture. If you only remember a few points, these are the ones that matter most for everyday use.

From a buyer perspective, most of what you need to know appears on the product page. You will see where the item ships from, the estimated delivery window, the shipping cost, and whether there are any special conditions. From a seller perspective, you are responsible for shipping orders quickly, using appropriate carriers and packaging, uploading tracking details, and keeping buyers informed.

2.1 Core points for buyers

When you buy on Gidun, each item is shipped by the individual seller, not by Gidun, unless clearly marked otherwise. The product page should show an estimated delivery time, based on the seller handling time and the shipping services available for the route between seller and buyer. These estimates are helpful guides, but they are not guarantees unless the listing clearly states that a particular shipping service offers guaranteed delivery.

Buyers are responsible for providing an accurate shipping address at checkout. Sellers must ship to that address and generally may not change it afterwards. If you need to update the address, you should contact the seller through Gidun messages as soon as possible, but the seller is not obligated to accept changes once processing has begun. Buyers are also responsible for any customs duties, import taxes, and related fees charged by their local authorities, unless a listing clearly states that these charges are prepaid.

2.2 Core points for sellers

When you sell on Gidun, you must set a clear handling time for each listing. Gidun expects that most orders will be dispatched within one business day after payment, with a maximum of two business days except where the listing clearly describes longer production or processing times. You must ship only to the address provided at checkout and you must use shipping methods that include tracking wherever reasonably available.

You need to upload tracking numbers and carrier information promptly once an order ships, so buyers can follow the journey of their package from their Gidun account. You are responsible for packaging items securely, complying with all shipping regulations in your jurisdiction, and never mislabelling or under declaring the value of shipments to avoid customs charges. Your shipping performance including late shipments, lost deliveries and complaint rates may influence your account health and visibility on Gidun.

3. Roles and responsibilities in shipping

Shipping is a shared effort involving three parties. Gidun as the marketplace platform, the independent seller as the merchant, and the buyer as the recipient. Each has a different role and different responsibilities. Understanding these roles helps avoid confusion about who is accountable for which part of the process and where to turn when issues arise.

Gidun does not physically store or ship items for marketplace orders at this time. Our primary role is to provide the platform, the tools, and integrated shipping features that make transactions possible. Sellers handle packaging, carrier selection, and handing off packages to carriers. Buyers receive the goods and handle customs and local delivery interactions where necessary.

3.1 Role of Gidun

Gidun provides the online marketplace, including product listing tools, checkout, payment processing, and certain shipping integrations that help calculate rates and display estimated delivery windows. Gidun may also present shipping related labels or badges, such as indicators of fast and reliable shipping, for sellers who consistently meet strong standards. These labels are informational and do not change the underlying legal relationships.

Gidun is not a carrier and does not act as a logistics provider for marketplace orders, except where it is clearly stated that an item is fulfilled by Gidun. For normal marketplace orders, Gidun does not physically handle parcels and is not responsible for carrier mistakes, customs delays, or other events beyond our reasonable control. We may however assist buyers and sellers in understanding shipping information, mediate certain disputes, and make decisions about refunds within the framework of the Returns & Replacements and the Refund Policy.

3.2 Role of sellers

Sellers are responsible for preparing, packaging, and shipping products to buyers. This includes setting accurate handling times, choosing appropriate shipping services, and respecting legal restrictions such as export controls and banned destinations. Sellers must comply with all shipping regulations in their own jurisdictions, including rules that apply to hazardous materials, restricted items and proper customs declarations.

Sellers must honour the shipping information they display on product pages, including estimated delivery windows and any statements about free shipping or specific carriers. They must upload tracking details as soon as a parcel is shipped so that buyers can follow its progress. When issues arise such as delays or damage, sellers must cooperate fully with carriers and with Gidun to investigate and resolve them.

3.3 Role of buyers

Buyers must provide accurate and complete shipping information at checkout, including recipient name, street address, city, postal code, region, and any relevant delivery notes that are permitted by Gidun systems. Buyers are responsible for ensuring that someone is available to receive the package at the address or that they make suitable arrangements with the carrier if available.

Buyers are also responsible for customs duties, import taxes and local fees, unless a specific listing or promotion clearly states that those charges are prepaid. Buyers should monitor tracking information, respond to reasonable questions from sellers or carriers if needed, and promptly report any issues such as non delivery or visible damage. Failure to provide accurate information or to cooperate with delivery can limit the remedies available under Gidun policies.

3.4 Future Gidun fulfilment services

In the future, Gidun may offer fulfilment services for certain products. In that scenario, some items will be stored, packed and shipped by Gidun or by providers working closely with Gidun under a fulfilment program. When this happens, listings will clearly indicate that they are fulfilled by Gidun, and additional or slightly different rules may apply to handling times, packaging and return logistics.

This Shipping Policy already anticipates that possibility while clarifying that, as of the date above, general marketplace orders are not shipped by Gidun. If fulfilment by Gidun is launched, updated guidelines will explain how that program works. Until then, sellers must not present their orders as fulfilled by Gidun or arrange local pickups that imply official Gidun involvement.

4. Handling times, order processing and dispatch

Handling time is the period between the moment an order is placed and paid for, and the moment the seller hands the package to the carrier. Clear and reliable handling times are essential because they form the basis for delivery estimates that buyers see on product pages. This section describes how handling times work on Gidun, what is expected of sellers, and what buyers can reasonably expect in return.

Gidun sets baseline expectations for handling times to keep the marketplace responsive and competitive, while still allowing flexibility for special products like pre orders and made to order items. Sellers who consistently meet or exceed these expectations may be rewarded with stronger shipping related signals on their listings.

4.1 Handling time standards

For most products, Gidun expects sellers to dispatch orders within one business day after payment is successfully confirmed. We recognise that there may be reasonable exceptions, so the absolute maximum handling time for standard items is two business days unless the listing clearly states a longer period. Sellers must choose handling times that they can realistically meet and must update them if their operations change.

Handling time does not include weekends or public holidays when the seller or carrier does not operate. When an order is placed close to a weekend or holiday, the seller must still handle the order as promptly as reasonably possible once normal operations resume. Repeated failure to meet stated handling times can negatively affect a seller shipping score and account health.

4.2 Order acceptance and processing

Once an order is placed and payment is confirmed, the seller must treat the order as accepted, unless there is a clear and legitimate reason to cancel, such as a prohibitive legal restriction or a clear listing error. Sellers must not delay acceptance simply because they are considering higher value orders or alternative sales channels.

During processing, sellers may need to verify information such as address details or product options. Any such checks should be conducted quickly and through Gidun messaging tools, not through off platform contact. Sellers must avoid unnecessary delays and must not pressure buyers to cancel orders so they can complete the sale outside Gidun.

4.3 Pre order and made to order items

Some products are only available on a pre order basis or are made specifically after the buyer orders them. For such items, longer handling times are acceptable, but they must be clearly and prominently disclosed on the product page before purchase. Sellers must provide realistic time frames for production and dispatch and must update buyers if schedules change.

Pre order and made to order listings must clearly state that they are not ready to ship immediately and must show the estimated dispatch window. Gidun may require additional disclosure for items with very long lead times or may limit their visibility if the timelines appear unrealistic. Buyers who choose pre order items should read the listing carefully to understand these extended handling periods.

4.4 Best practice tips for fast and reliable handling

Although some flexibility exists, sellers who aim to succeed on Gidun are encouraged to go beyond minimum standards. Processing orders on the same or next business day, keeping shipping supplies on hand, and planning around holidays can significantly improve buyer satisfaction. Clear internal workflows, such as scheduled pickup times with carriers and automated printing of labels, can reduce errors and delays.

Gidun may highlight sellers who demonstrate consistently fast and reliable handling through badges, search signals or promotional placements. While these recognitions are not guaranteed and may change over time, they are often linked to practical behaviours such as dispatching quickly, updating tracking promptly and maintaining low rates of handling related complaints.

5. Shipping methods, carriers and tracking

The choice of shipping method and carrier affects how quickly and safely items arrive and how easily problems can be resolved. Gidun integrates with shipping services that calculate rates and delivery estimates based on the seller location, buyer location, package weight and other factors. This section explains how shipping methods and tracking are expected to be used on the platform.

Good use of tracking protects both buyers and sellers. Buyers can see where their package is and when it is likely to arrive. Sellers can show that they shipped on time and that a carrier is responsible for any delays or exceptions. Gidun uses tracking data as one of the main sources of truth when evaluating disputes.

5.1 Use of integrated shipping services

Shipping costs on Gidun are generally calculated automatically by integrated shipping services available in the seller country. These services take into account origin, destination, package dimensions and weight, and carrier options. Sellers must provide accurate information so that quotes and labels reflect the actual shipment. Providing false or misleading data, such as unrealistic weights, violates this Shipping Policy.

Sellers may choose from the shipping options made available to them, balancing speed, cost and reliability. The choices they make will affect the estimated delivery windows displayed on product pages. Gidun reserves the right to standardise how those estimates are presented to buyers for clarity and consistency, even when underlying carrier names and transit times differ.

5.2 Tracking requirements and buyer access

Sellers must use shipping methods that include tracking whenever such methods are reasonably available for the route and product type. As soon as a shipment has been handed to the carrier, the seller must upload the tracking number and carrier name into the Gidun order system. This allows both buyer and seller to monitor the shipment and provides an objective record of events.

Buyers can view tracking information from their Gidun account, typically within the order details page. This information is provided as a convenience and is sourced from carriers. If tracking appears to stall or to show conflicting information, buyers should first allow for normal carrier updates, then contact the seller through Gidun messages if necessary. Gidun may also view tracking data when evaluating shipping related issues and disputes.

5.3 Untracked shipping for low value items

In some regions and for certain low value items, fully tracked shipping may be impractical or disproportionate to the product price. Gidun allows untracked shipping for such cases, but only when it is clearly disclosed to buyers before purchase. Listings must state that the chosen shipping method does not include tracking and must remain truthful about the typical delivery time frames.

Sellers who rely heavily on untracked shipping should understand that this approach increases uncertainty in case of disputes. Without tracking, it may be harder to prove that an item was shipped or delivered, which can influence how Gidun decides non delivery complaints. For that reason, tracked methods remain strongly recommended whenever possible.

5.4 Shipping performance badges and recognition

Gidun may introduce visible indicators for strong shipping performance, such as badges that highlight consistently fast and reliable shipping. To qualify, sellers will typically need to meet internal standards for on time dispatch, tracking upload rates, low complaint levels and other criteria. These programs are designed to reward great service and to make it easier for buyers to identify sellers who handle shipping well.

Badges are purely informational. They do not change the underlying legal responsibilities described in this Shipping Policy or in other Gidun documents. Gidun may modify or remove recognition programs over time and may adjust the criteria used to grant or remove badges based on evolving marketplace needs and data.

6. Shipping costs, promotions and combined shipping

Shipping costs influence buyer decisions and seller competitiveness. Gidun seeks to make shipping prices transparent and fair while allowing sellers to choose strategies that work for their businesses. This section explains how shipping costs are normally calculated, how free shipping and promotions work, and how combined shipping and order limits can be handled.

Because shipping is calculated automatically using integrated services, buyers should generally see charges that reflect real world carrier rates for the routes involved. However, sellers can still control certain aspects, such as offering free shipping or setting maximum order quantities for specific products.

6.1 Calculation of shipping costs

By default, shipping costs on Gidun are calculated automatically at checkout by shipping services available in the seller country. These calculations rely on accurate weight and dimension data, origin and destination addresses, and selected shipping options. Sellers must avoid manipulating these inputs to create unrealistically low or high shipping charges.

In some cases, Gidun may adjust the way shipping costs are displayed so that buyers see a clearer total that includes both item price and shipping. However, Gidun does not arbitrarily set shipping prices for sellers. The goal is to reflect real carrier costs while keeping the experience simple for buyers.

6.2 Free shipping and promotional discounts

Sellers may choose to offer free shipping on some or all of their products. When a seller offers free shipping, they absorb the shipping cost into their overall pricing or profit structure. Listings that advertise free shipping must honour that promise for the destinations and conditions stated on the product page.

Gidun may also run marketplace wide promotions that discount shipping costs or that contribute part of the shipping cost for certain campaigns. When Gidun funds such promotions, they will not be at the exclusive expense of sellers. Details of each promotion, including any shared cost arrangements, will be communicated in advance to participating sellers. Promotions do not relieve sellers from their duty to ship on time and to provide tracking.

6.3 Combined shipping and order limits

When a buyer orders multiple items from the same seller in one order, combined shipping can often save time and money. Gidun supports combined shipping discounts where sellers choose to offer them. Sellers can configure their shipping settings so that additional items add little or no extra cost when they can be shipped together in a single package.

At the same time, sellers may impose maximum order quantities for certain items due to shipping or regulatory constraints. For example, products that are bulky, heavy or subject to quantity limits for cross border shipping may need careful controls. Any such limits must be clearly stated on the product page so that buyers understand them before adding items to their carts.

6.4 Excessive or abusive shipping charges

Gidun aims to prevent situations where shipping charges are used in an abusive way, such as listing items at very low prices and then attaching unreasonably high shipping fees. If Gidun determines that shipping costs for a particular listing or seller are excessive relative to the product price and carrier norms, we may adjust how those costs are presented, limit visibility or require changes.

In extreme cases, such as repeated attempts to exploit shipping fees or to mislead buyers about overall costs, Gidun may remove listings or take action against the seller account. Sellers are encouraged to price shipping fairly and transparently to build trust with buyers and to avoid enforcement issues.

7. Destinations, restrictions and address rules

Gidun is a global marketplace, but not every product can be shipped everywhere. Legal restrictions, carrier limitations, risk considerations and practical constraints all influence where sellers can ship. This section explains how destinations are handled, what restrictions apply and what address rules buyers and sellers must respect.

Both sellers and buyers must be aware that some regions are subject to trade sanctions, export controls or other regulations that make it illegal or unacceptable to ship certain products there. Gidun will do its best to prevent use of the platform in these regions, but sellers remain responsible for following relevant laws.

7.1 Global reach and seller discretion

In principle, Gidun can be used by buyers and sellers in many countries around the world. However, individual sellers may choose not to ship to certain countries or regions due to high risk, high cost or legal complexities. Sellers are allowed to define their own shipping zones and to exclude specific destinations, provided they do so transparently within their shipping settings and listings.

Product pages should reflect where an item can be shipped. If a buyer attempt to ship to a location outside a seller supported region, checkout may prevent completion or the seller may later need to cancel the order. Sellers should configure their shipping preferences carefully to avoid unnecessary cancellations and frustration.

7.2 Sanctioned regions and export control rules

Sellers must not ship to countries or regions that are subject to trade sanctions or export restrictions that apply to them. Even if Gidun systems allow a transaction to be initiated, sellers remain responsible for ensuring that shipping complies with applicable sanction laws, embargoes and export control regulations.

Gidun will make reasonable efforts to prevent users in certain sanctioned territories from using the platform, but technical measures are not perfect and do not replace legal obligations. If a seller realises that an order involves a restricted destination, they must not ship the item and should cancel the order and inform Gidun. Repeated or intentional violation of these rules can lead to serious account action.

7.3 Address accuracy and unsupported address types

Buyers must provide accurate and complete shipping addresses. Sellers must ship only to the address supplied at checkout, unless an address correction is agreed through Gidun messages and is permissible under carrier rules. To protect both parties, sellers should not accept address changes that move the destination to an entirely different location, especially across borders, after checkout is complete.

Some sellers may not be able to ship to certain address types, such as post office boxes, military addresses or very remote locations. Sellers are allowed to restrict shipping to such addresses, but they must disclose these restrictions on product pages or in their shipping settings. When a restriction applies, and a buyer nevertheless enters an unsupported address, the seller may need to request an alternative or cancel the order.

7.4 Products that cannot be shipped to certain destinations

Even when a destination is generally supported, some products cannot be shipped there because of legal or carrier constraints. Examples include hazardous materials, temperature sensitive goods and items that are prohibited under local customs rules. Sellers are responsible for understanding these limitations and must not offer products to buyers in destinations where safe and legal shipping is not possible.

The Prohibited Items already describes items that cannot be listed on Gidun at all. This Shipping Policy adds the requirement that, for allowed items, sellers must still consider whether shipping is feasible to each destination they support. If a product cannot be shipped safely or legally to a given location, that location must not be offered as a shipping destination for that product.

8. Packaging, restricted items and safety

Packaging affects both product safety and customer experience. Poor packaging can lead to damage, leaks, or hazards during transit. This section sets expectations for how items must be packed, how restricted and hazardous materials must be handled and offers some best practice suggestions for sellers who want to stand out for quality and care.

Although Gidun does not physically inspect packages, we may receive complaints and evidence when shipments arrive damaged or unsafe. Persistent problems can affect seller standings and may trigger further investigation into compliance with rules and regulations.

8.1 Secure and suitable packaging

Sellers must package orders securely and appropriately for the type of product and shipping method. Fragile items should be wrapped and cushioned so that typical handling in the carrier network does not cause breakage. Liquids and powders should be sealed and contained in a way that prevents leaks. Heavy items must be packed in strong boxes with adequate reinforcement.

Packaging should also respect carrier guidelines. Many carriers have their own standards for box strength, weight limits and labelling. Failing to follow these guidelines can lead to service refusals, damage or insurance issues. As a result, sellers should familiarise themselves with the packaging rules of the carriers they use most frequently.

8.2 Hazardous and restricted materials

Some materials are hazardous or restricted by law or by carrier rules even if they can be sold legally to certain buyers. Examples include flammable liquids, corrosive substances, batteries and pressurised containers. Sellers who handle such products must be fully aware of the legal and technical requirements for packaging, labelling and shipping them.

This Shipping Policy does not list every such requirement but it does make one principle clear. If a seller cannot meet the safety and compliance standards for shipping a particular product, they must not offer it to buyers in destinations where those standards would apply. The responsibility to comply with shipping regulations for restricted materials rests with the seller, not with Gidun.

8.3 Environmental considerations and best practices

While not a strict legal requirement, Gidun encourages sellers to consider environmental impact when choosing packaging. Using appropriately sized boxes, recycled or recyclable materials and avoiding unnecessary plastic or filler can reduce waste and appeal to environmentally aware buyers. Quality packaging that balances protection with sustainability can also become a positive part of your brand story.

Sellers should avoid using packaging that contains misleading or offensive markings from unrelated shipments, as this can confuse buyers and customs officials. Clear labelling, simple branding and sturdy materials all contribute to safe transit and a better unboxing experience, which can positively influence reviews and repeat business.

9. Customs, duties and international deliveries

When orders cross borders, customs authorities may inspect packages and impose duties, taxes or other charges. These processes are beyond the control of Gidun and sellers, but they are an important part of the shipping experience. This section explains who is responsible for customs payments, how customs can affect delivery time, and what rules apply to customs documentation.

International shipping offers sellers access to a global market and buyers access to unique products, but it also brings extra complexity. Both parties should be prepared for that complexity and understand that international orders can take longer and cost more than domestic shipments.

9.1 Responsibility for customs duties and import taxes

Unless a listing clearly states otherwise, buyers are responsible for all customs duties, import taxes and related fees imposed by their local authorities. These charges are usually collected by the carrier, postal service or customs office and are separate from the price paid on Gidun. Buyers should check local rules before ordering, especially for higher value items or categories that are known to attract import duties.

Sellers must not misleadingly suggest that there will be no customs charges if they are aware that such charges routinely apply. At the same time, sellers often cannot predict the exact amount that will be charged, as customs decisions are made by authorities, not by Gidun or the seller. Transparent communication, such as stating that buyers are responsible for local duties, helps manage expectations.

9.2 Customs inspections and delivery delays

Customs authorities may hold packages for inspection, verification of value, or security checks. These inspections can delay delivery beyond the initial estimate shown on the product page. Neither Gidun nor the seller can control customs processing speeds, and timelines can vary greatly between countries and even between shipments.

The Shipping Policy therefore emphasises that delivery dates are estimates, not guarantees, unless a particular service explicitly offers a guaranteed delivery time and the terms of that guarantee are made clear in the listing. Buyers should allow extra time for international orders and should consult tracking information, which may show when a package is in customs processing.

9.3 Accurate customs declarations and prohibited practices

Sellers must accurately describe the contents and value of shipments on customs forms. Under declaring value or mislabelling contents to reduce duties is prohibited. Such practices are illegal in many jurisdictions and expose both sellers and buyers to fines, seizures and other penalties. They also violate this Shipping Policy and the Seller Terms.

If Gidun becomes aware that a seller is intentionally misdeclaring shipments, we may suspend listings, hold payouts or close the seller account. Sellers should treat customs documentation as an integral part of shipping, not as an optional extra. Honest declarations, even when they result in higher import charges, are the only acceptable approach.

10. Multiple items, partial shipments and multi seller orders

Many orders on Gidun include more than one item. Sometimes these items all come from one seller, and other times they originate from multiple sellers. This section explains how such orders are handled, when partial shipments are allowed, and how communication should work to keep buyers informed.

It is normal for multi seller orders to arrive in separate packages at different times. This is not a problem in itself, as long as buyers understand what to expect and can track each package individually through their Gidun account.

10.1 Partial shipments from a single seller

A single seller may sometimes ship an order in more than one package. For example, a large order might be split into several boxes for safety or cost reasons. Partial shipments are permitted as long as they do not change the total quantity or nature of items that the buyer has purchased. Each package must have its own tracking number, and the seller must upload all relevant tracking information into Gidun.

When partial shipments are used, sellers should clearly note in the tracking or messaging that the order has been divided, so buyers are not surprised when only part of the order arrives at first. Sellers remain responsible for ensuring that all parts of the order are shipped within reasonable time frames and delivered in acceptable condition.

10.2 Orders containing items from multiple sellers

When an order includes items from multiple sellers, each seller ships their own items separately. That means a buyer may receive several packages from different senders, on different days, with different tracking numbers. Gidun will show each item and associated shipment clearly in the buyer account, so it is obvious which package corresponds to which part of the order.

Buyers should not expect combined shipping between different sellers, since each seller operates independently. Shipping costs are calculated based on each seller origin and carrier options. Any combined shipping discounts apply only to items from the same seller in the same order, where that seller has chosen to offer such discounts.

10.3 Communication about split shipments

Clear communication about split shipments helps avoid confusion and unnecessary support requests. Sellers should use the tracking and messaging tools provided by Gidun to inform buyers when an order will arrive in multiple packages. They should avoid asking buyers to arrange off platform coordination or to accept unusual delivery methods.

If a buyer is unsure whether they have received all parts of a multi package order, they should first check the order details and tracking information in their Gidun account. If questions remain, the buyer can then reach out to the relevant seller through Gidun messages. For multi seller orders, the buyer may need to contact more than one seller, depending on which parts are affected.

11. Delivery, risk of loss and proof of delivery

Delivery is the end point of the shipping journey, but it can still raise questions. When is an order considered delivered. Who is responsible when a package is lost or stolen. How does Gidun decide what to do when tracking shows one thing and a buyer reports another. This section explains the rules around delivery, risk of loss and proof of delivery.

While the specifics of carrier policies vary, Gidun uses tracking data, carrier scans and available evidence to decide whether an order has been delivered and how to handle disputes. The goal is to treat buyers and sellers fairly while being realistic about the limits of control over local delivery conditions.

11.1 Estimated delivery windows

The estimated delivery window shown on a product page is calculated based on the seller handling time and typical transit times for the selected shipping services. These estimates are useful for planning, but they are not guaranteed unless a listing clearly states that a particular service offers a guarantee. Factors such as carrier workload, weather, customs and local delivery conditions can all influence actual arrival times.

Sellers must not intentionally present unrealistic delivery windows just to make their offers appear more attractive. Estimates should be based on genuine expectations drawn from carrier information and past experience. Gidun reserves the right to adjust how these estimates are displayed to keep them realistic and consistent across the marketplace.

11.2 When risk of loss transfers

Risk of loss refers to who bears the responsibility if a package is lost or damaged in transit. As between Gidun and sellers, sellers and carriers bear that risk, because Gidun does not physically handle packages. As between sellers and buyers, the general rule on Gidun is that the seller remains responsible until the carrier records a successful delivery to the buyer address or to a designated collection point where that is part of the service.

Once a carrier records a parcel as delivered to the address provided at checkout, risk of further loss, such as theft after delivery, generally passes to the buyer, except where applicable consumer law provides otherwise. Sellers should therefore retain proof of delivery through tracking, and buyers should ensure that their delivery locations are secure and suitable for receiving parcels.

11.3 Packages marked as delivered but not received

Sometimes a carrier tracking system will show that a package has been delivered, but the buyer reports that they did not receive it. In such cases, the first step is for the buyer to check around the property, with neighbours and with household members who may have accepted the parcel. The buyer should also verify the delivery address and any notes in the tracking details.

If the package is still missing, the buyer should contact the seller through Gidun messages. The seller should then work with the carrier to open an investigation if possible. Gidun may review tracking information, carrier responses and any additional evidence provided by both sides. Based on that information and consistent with the Returns & Replacements and the Refund Policy, Gidun may decide whether to provide a refund, a replacement or no further remedy. Gidun decisions in such disputes are made in good faith, but no outcome can satisfy every situation.

11.4 Lost, delayed or damaged shipments

If tracking shows that a shipment is stalled, significantly delayed or lost in transit, the seller should proactively contact the carrier to investigate. Buyers who notice such issues should also reach out to the seller through Gidun messages rather than directly initiating claims with carriers, because carriers often work with the original shipper rather than the recipient.

In the event of damage during transport, buyers should document the condition of the package and contents with photographs and promptly notify the seller. Sellers should then work with carriers and with Gidun to decide on next steps. Depending on the circumstances and relevant policies, the buyer may be entitled to a refund, a replacement or another solution. Sellers must cooperate with these processes and provide any requested information in a timely manner.

12. Buyer communication, support and self service

Healthy communication between buyers and sellers can prevent small shipping questions from turning into larger disputes. This section explains how buyers should seek information, what response times are expected from sellers, and when Gidun may become involved. It also underlines the value of self service tools and frequently asked questions for common shipping issues.

Effective communication does not mean constant messaging about every minor tracking update. Instead, it means knowing when to reach out, how to reach out, and how quickly to respond so that concerns are resolved efficiently and respectfully.

12.1 Response times for shipping related messages

Sellers must respond to buyer messages about shipping within a reasonable time. Gidun expects sellers to reply within twenty four hours in most cases, excluding obvious holidays or periods where sellers have clearly indicated that they are away. Fast, clear responses show professionalism and help reduce frustration for buyers waiting for information.

Responses should be courteous, factual and focused on solutions. Sellers should avoid blaming buyers or carriers in a harsh way and should instead aim to clarify what is happening and what steps will be taken. Buyers should also communicate respectfully and give sellers a fair chance to respond before escalating issues.

12.2 When to contact sellers and when to contact Gidun

For most shipping questions such as clarifying estimated delivery dates, asking about tracking, or checking whether an order has been dispatched, buyers should first contact the seller through Gidun messages. The seller manages the physical shipment and typically has the freshest information from carriers and their own processes.

If a seller does not respond within a reasonable time, or if a buyer believes that the seller is not acting fairly or honestly, the buyer may then contact Gidun support for assistance. Gidun may review the conversation, tracking data and other relevant information and decide whether to step in under the Returns & Replacements and the Refund Policy. Buyers should avoid contacting carriers directly for most marketplace orders, as carriers often treat the seller as their primary customer.

12.3 Self service tools and frequently asked questions

To reduce the need for repetitive questions, Gidun encourages buyers to check product pages, order details and any available frequently asked questions before reaching out to support. Many common issues, such as understanding estimated delivery windows, customs responsibility, and how to read tracking updates, can be answered quickly by consulting this information.

The Shipping Policy itself is also a resource. Buyers and sellers can refer back to it when they are unsure about risk allocation or specific responsibilities. By using self service tools first, users help keep support queues shorter and enable both sellers and Gidun staff to focus on issues that genuinely require personal attention.

13. Returns, replacements, refunds and shipping

Shipping does not end when a parcel arrives. In some cases, items need to be returned, replaced or refunded. This section explains how shipping interacts with returns and refunds, who pays for return shipping in different scenarios, and how original shipping fees are treated. It does not replace the full Returns & Replacements and Refund Policy, but it highlights the shipping specific aspects of those documents.

Understanding these rules helps both buyers and sellers make informed decisions about whether to return an item and how costs will be allocated when they do.

13.1 Connection to returns and refund policies

The Returns & Replacements and the Refund Policy describe when buyers can request returns, replacements or refunds, and under what conditions those requests are granted. This Shipping Policy supports those documents by clarifying how shipping costs are handled within those processes. When you read the three documents together, you get a complete picture of how the full journey works from purchase through potential return.

In general, when an item is returned because of seller fault such as not as described or damaged on arrival, the seller bears more of the shipping cost. When an item is returned purely for buyer reasons, such as a change of mind, buyers usually bear more or all of the shipping cost. Specific outcomes can vary based on local consumer rights laws and any additional commitments that Gidun may make.

13.2 Who pays for return shipping

Who pays for return shipping depends on why the item is being returned. When the return is due to a mistake or fault on the seller side, such as sending the wrong item, shipping an item that was clearly defective on arrival, or misdescribing key features, the seller is generally responsible for the cost of return shipping, unless the Returns & Replacements describes a different arrangement for a particular case.

When a return is requested for buyer reasons, such as the buyer changing their mind, ordering the wrong size, or deciding that they no longer want the item, buyers are usually responsible for return shipping costs. In these cases, the seller may offer additional goodwill gestures, but they are not required to do so. Any special arrangements should be communicated clearly through Gidun messages so that both sides understand who is paying what.

13.3 Treatment of original shipping fees

Original shipping fees are generally not refunded when the reason for return is on the buyer side. For example, if a buyer decides they do not like a product after receiving it, the seller is not expected to refund the cost of getting the item to the buyer in the first place. In such scenarios, the buyer may receive a refund for the product price but not for the original shipping.

When the return is due to seller fault or an issue covered by the Returns & Replacements, original shipping fees may be refunded, depending on the policy and applicable law. In some regions, consumer laws require that original shipping costs be refunded when an item is returned for certain reasons. In those situations, Gidun and sellers must comply with local regulations, and the policies will be interpreted accordingly.

13.4 Shipping costs for replacements and exchanges

When an item is replaced due to a valid warranty claim or a clear seller error, sellers are generally expected to cover the cost of shipping the replacement to the buyer. Replacement shipments should use comparable shipping methods to the original order, including tracking where available. If the buyer requests an upgraded shipping method for the replacement, any additional cost may be at the buyer expense if both parties agree.

For exchanges that are initiated for buyer reasons, such as wanting a different colour or size, shipping arrangements may vary. Sellers may choose to offer exchanges under generous terms, but they are not required to do so unless the Returns & Replacements specifies otherwise. Buyers should read listing details and policies carefully before assuming that exchanges will be treated the same as returns for fault.

14. Seller performance, account health and payouts

Shipping performance is a major part of overall seller performance on Gidun. Late dispatches, lost packages and frequent complaints can damage buyer trust and the reputation of the marketplace, so Gidun monitors and evaluates shipping behaviour. This section explains how shipping performance influences account health, when payouts may be held, and which metrics matter most.

Sellers who consistently meet or exceed shipping expectations are more likely to receive favourable visibility, strong reviews and possibly performance badges. Those who repeatedly fall short may face restrictions or other enforcement actions.

14.1 Impact of shipping performance on account health

Gidun tracks metrics such as on time dispatch rates, tracking upload rates, frequency of lost or damaged shipments and shipping related contact reasons. These metrics form part of each seller account health profile. If metrics fall below acceptable thresholds, Gidun may notify the seller and request a plan for improvement.

Persistent shipping issues, such as repeated late shipments or patterns of buyer complaints about not receiving items, may lead to actions that affect visibility, such as lower placement in search results, reduced eligibility for promotions or removal from certain programs. In serious cases, Gidun may suspend or terminate selling privileges, particularly where buyers are experiencing repeated harm.

14.2 Payout holds related to shipping problems

In situations where there are significant unresolved shipping problems, Gidun may delay or hold seller payouts. For example, if a large number of orders are reported as undelivered or damaged, or if a seller appears to be failing to ship at all, Gidun may pause payouts while investigating. This helps ensure that funds remain available to cover potential refunds or chargebacks.

Holds are not applied lightly. Gidun will consider the scale of the issue, the seller past performance and any evidence provided. However, sellers should understand that when shipping problems reach a certain level, financial risk management requires temporary holds or reserves. Addressing shipping problems quickly is the best way to avoid or shorten such measures.

14.3 Data, transparency and continuous improvement

Gidun may provide sellers with dashboards or reports showing key shipping metrics, such as typical handling times and delivery outcomes. These tools are intended to help sellers understand how their operations affect buyer experience and to identify areas for improvement. Sellers are encouraged to review these insights regularly and to adjust their practices accordingly.

Feedback from buyers, including shipping related comments in reviews, can also be a valuable source of learning. Sellers who treat shipping feedback as an opportunity rather than a criticism are more likely to build long term success on Gidun. Over time, improvements in shipping performance often lead to better ratings and more repeat customers.

15. Prohibited shipping practices and off platform delivery

Certain behaviours around shipping are not allowed on Gidun. Some of these behaviours are illegal, while others are simply incompatible with a safe and trustworthy marketplace. This section lists key prohibited practices, especially those related to customs, off platform contact and attempts to bypass Gidun systems.

Sellers should read this section carefully, because violations in these areas often lead to strong enforcement responses, including possible suspension or permanent loss of selling privileges.

15.1 Misdeclaration, under valuation and customs evasion

Sellers must not misdeclare the contents or value of packages in order to reduce customs duties, avoid import restrictions or circumvent carrier rules. This includes hiding the true nature of the goods, describing them inaccurately, or entering values that are significantly lower than the actual sale price. Such practices can put both sellers and buyers at risk of legal penalties and can damage the reputation of the Gidun marketplace.

Gidun may act on reports or evidence of customs evasion, including removing listings, holding payouts or closing accounts. Sellers should treat customs documentation as a legal obligation, not an optional formality. Honest declarations are always required, even if they lead to higher import fees.

15.2 Off platform delivery, local pickup and direct contact

At this time, Gidun does not support local pickup or in person delivery for marketplace orders. Sellers must not encourage buyers to meet in person to complete deliveries, and they must not use Gidun to exchange contact details such as personal phone numbers or email addresses for the purpose of arranging off platform delivery.

Any attempt to move the shipping and delivery process outside Gidun systems, especially when it involves bypassing shipping fees or marketplace protections, is a violation of this Shipping Policy and of the Seller Terms. If Gidun introduces an official fulfilment or pickup program in the future, the relevant rules will be described and managed directly by Gidun. Until then, all deliveries must occur through legitimate shipping channels, not through informal meetups arranged using Gidun messages.

15.3 Circumventing shipping systems and abusive behaviour

Sellers must not design their listings or shipping settings to confuse or mislead buyers about the true cost or nature of shipping. Examples of abusive behaviour include setting item prices extremely low while attaching inflated shipping charges, obscuring shipping costs until late in the checkout process, or promising impossible delivery times to attract attention.

Sellers must also not attempt to circumvent Gidun shipping technology by manually altering tracking numbers in deceptive ways, by claiming that shipments have been dispatched when they have not, or by manipulating carrier labels to disguise origins. These behaviours undermine trust and will be treated as serious violations. Gidun reserves the right to adjust, restrict or remove shipping options for sellers who do not follow these rules.

16. Changes to this Shipping Policy and contact information

The way shipping works in global ecommerce continues to evolve as carriers change their services, laws are updated, and Gidun adds new features. This Shipping Policy must also be able to evolve so that it remains accurate and useful. This final section explains how changes to the policy are made, how it is incorporated into other Gidun terms and how you can contact Gidun with questions about shipping.

By reading and using this policy now, you are looking at a snapshot of the rules as of the date shown near the top. Over time, there may be updates which will also be reflected in that date and in any notices Gidun provides.

16.1 Incorporation into other Gidun agreements

This Shipping Policy is incorporated by reference into the Terms of Service and the Seller Terms. That means it forms part of the overall contract between you and Gidun when you use the platform, either as a buyer or as a seller. When you accept the Terms of Service and, if applicable, the Seller Terms, you also agree to follow this Shipping Policy.

To understand your rights and obligations fully, you should read this policy together with those other documents, as well as with the Returns & Replacements, the Refund Policy and the Privacy Policy. Each document covers a different part of the overall relationship, but they work together as a single framework.

16.2 Updates, notice and continued use

Gidun reserves the right to update this Shipping Policy from time to time. Changes may be made to reflect new legal requirements, improvements to shipping integrations, lessons from marketplace experience or the introduction of new features such as fulfilment by Gidun. When significant changes are made, Gidun will provide reasonable notice, which may include messages in your account, email notifications or prominent banners on the site.

By continuing to use Gidun after updated shipping terms take effect, you acknowledge and accept those updated terms, in keeping with the mechanisms described in the Terms of Service. If you do not agree with changes, your option is to stop using Gidun as a buyer or seller and to close your account in line with the relevant account closure procedures.

16.3 Contacting Gidun about shipping

If you have questions about this Shipping Policy that are not answered by the sections above, you can contact Gidun through the regular support channels. The best way to reach us for policy questions is to use the options provided on the Contact Us page. For order specific questions, buyers should usually start by messaging the seller through Gidun and then contact Gidun support only if further assistance is needed.

By reading this document and following its guidance, buyers and sellers can help keep shipping on Gidun predictable, fair and safe for everyone. Clear expectations, honest communication and responsible use of shipping services are the foundation of a marketplace where unique and independent products can travel confidently from one part of the world to another.