Forest Melody

Privacy Policy

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through forestmelody.ru or its related sites and services.

Information I Collect

To fulfil your order, you must provide me with certain information such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order, for example), if you contact me directly.

Why I Need Your Information and How I Use It

I rely on a number of legal bases to collect, use, and share your information, including:

  • as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;

  • when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;

  • if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and

  • as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services and Terms of Use. I use your information as necessary to comply with my obligations under the Forest Melody and Terms of Use.

Information Sharing and Disclosure

Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:

  • Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.

  • Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

Data Retention

I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 1 years

Transfers of Personal Information Outside the EU

I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer.

Your Rights

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:

  • Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.

  • Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.

  • Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons. Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

I gladly accept returns, exchanges, and cancellations

  • Contact me within: 5 days of delivery

  • Ship items back within: 14 days of delivery

  • Request a cancellation within: 2 hours of purchase The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalized orders

  • Perishable products (like food or flowers)

  • Digital downloads

  • Intimate items (for health/hygiene reasons)

Conditions of return

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

How to Contact Me

For purposes of EU data protection law, I, Evgeniia Kuzminyh, am the data controller of your personal information. If you have any questions or concerns, you may contact me through Forest Melody conversations or email me at info@forestmelody.ru

Shipments

Postage cost

Postage cost depends on parcel weight and starts from 10,6 USD ( the same cost for all countries)

Free delivery on orders over 200 USD

* Postage rates are beyond our control and if you have any questions about the shipping cost of your order please contact us.

Order processing time is 2-3 working days after receiving payment.

Delivery times

Most of the orders are shipped within 2-3 business days after payment and are shipped to the address listed in your profile.

Shipping takes:

  • Packages shipped to USA normally take 10-21 business days (depends on the state)

  • Packages shipped to Canada normally take 18-24 business days 

  • Shipping to Europe normally takes 10-18 business days to arrive

  • Shipping to Japan, Korea, Taiwan takes approximately 10-15 business days

  • Packages shipped to China, Singapore normally take 15-25 business days 

  • Packages shipped to Latin America normally take 18-26 business days

*Please note shipping time may vary depending on your location and customs processing. During high season and sale, delivery might take longer.

DHL Express shipping 

Most of the orders are shipped within 5-7 business days after payment and are shipped to the address listed in your profile.

The items are shipped from Russia by DHL Express. 

Shipping takes (DHL):

  • Packages shipped to USA normally take 4-7 days (depends on the state)

  • Packages shipped to Canada, Australia and New Zealand normally take 4-9 days 

  • Shipping to Europe normally takes 2-5 days to arrive

  • Shipping to Japan, Korea, Taiwan takes approximately 4-8 days

  • Packages shipped to China, Singapore normally take 4-8 days 

  • Packages shipped to Latin America normally take 4-10 days

*Please note shipping time may vary depending on your location and customs processing.

Tracking the order

You will receive a tracking number with the shipping confirmation email. We send this email as soon as the item is shipped. If you are sending a gift, the recipient will not receive this tracking number, only you who purchased it.

Breakages during delivery

It is the customer’s responsibility to check goods on arrival to ensure no breakages have occurred in transit. Any breakages must be reported immediately - the same or next working day after arrival. For more details about return of a damages parcel check Returns and Refunds

*Please note Forest Melody is not responsible for any breakages that occur once the toy has been played with. Manufacturing faults will be referred to the manufacturer and returns on this basis are at the manufacturer’s advisal only.

Lost delivery

If you haven’t received your order within the stated timelines, please let us know about it. We will send investigation request to the shipping courier. The investigation time can take 4 - 8 weeks. As soon as we receive any information from abroad, we will contact you. When the courier confirms that the item was lost, we will refund a full cost of your order including shipping costs. 

Wrong address

We only ship to the address provided. It is the customer’s responsibility to provide correct and up to date shipping information. You can change shipping address after purchase if your order has not been shipped. Please convo us with the correct address as soon as possible. If the item was shipped to the wrong address, it’s still possible to have your package delivered to another address. Please kindly check your local post services. If the order is returned to us, we will refund a full cost of your order excluding shipping costs. 

Unclaimed mail

For all unclaimed packages you will be debited the full cost of your order excluding shipping costs

Other

- Postage rates are beyond our control and if you have any questions about the shipping cost of your order please contact us.

- If you prefer to have your package insured against loss or damage, please contact us and request upgraded shipping and we will send you a price quote and then a PayPal invoice for the difference.

- If your order is a gift going directly to the recipient, we are happy to include a personal message card from you for no extra charge. If you would like this service please let us know what you would like us to write (to fit on a postcard) in the "Note" field during checkout.

- Items are shipped in cardboard boxes, and placed in a sturdy shipping envelopes.

Buyers are responsible for any custom duties and import taxes that may apply. We are not responsible for delays due to customs.

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