Delivery
Last updated: 12 November 2026
The Bulgarian version of this page is authoritative. Translations into other languages are provided for convenience only. In the event of any discrepancy between a translation and the Bulgarian text, the Bulgarian text shall prevail.
1. Who is the seller
The online shop "Gemba Kids" (https://gembakids.com) is operated by GEMBA EOOD, UIC 208656371, VAT number BG208656371, with its registered office and business address at: бул. Княз Борис I № 109, ет. 13, ап. 50, 9002 Варна, България (Bulgaria). Managing Director: Slavcho Ivanchev Ivanov. E-mail: [email protected].
This page sets out the terms of delivery for orders. It forms part of the information we provide to you under the Bulgarian Consumer Protection Act (CPA) and the Bulgarian Electronic Commerce Act (ECA). The shop's General Terms and Conditions also apply.
2. Where we deliver
We deliver to the European Union countries shown at checkout. If your country is not listed there, we are currently unable to accept orders for delivery to it.
Goods are dispatched from our suppliers' warehouses, which in most cases are located outside the European Union. Your parcel may therefore arrive from a country outside the EU.
3. Delivery charges
Standard delivery: free of charge for the customer.
Express delivery: available as an option for an additional charge. The price is shown at checkout before you pay. If you do not select express delivery, your order will be sent by standard delivery.
All prices in the shop are in euros.
4. Taxes, customs duties and import charges
Taxes and customs duties: All taxes and customs duties are included in the price. You will pay nothing extra on delivery.
If you have any questions about this section before placing your order, please contact us at [email protected].
5. Delivery time
Statutory maximum period: we deliver your order without undue delay and in any event no later than 30 days after the order is confirmed.
The contract is concluded when we confirm your order by e-mail following successful payment. The period referred to in the previous paragraph runs from that confirmation.
Estimated delivery time: Bulgaria — 8–18 days; Germany — 12–18 days (fast option — 4–11 days); the other countries we deliver to — 4 to 18 days depending on the country.
The estimated delivery time is indicative only. It does not alter the statutory maximum period of 30 days.
If delivery is not possible within 30 days, you are entitled to terminate the contract. In that case, we will refund the amount you have paid. The refund will be made using the same means of payment you used for your order. The time it takes for the amount to appear in your account depends on your bank or payment service provider.
6. Tracking your parcel
Once your parcel has been dispatched, you will receive a tracking number by e-mail. If you have not received this message, please also check your junk (spam) folder. You can then contact us at [email protected].
Tracking information is provided by the carriers. It may be updated with some delay, particularly while the parcel is in transit from a country outside the EU.
7. Delivery address and address errors
Please enter the following carefully when placing your order:
- your full name;
- the exact delivery address;
- a telephone number;
- an e-mail address.
Delivery details (name, address, telephone number) are shared with the supplier and its logistics partners, who fulfil and deliver the order. Further details can be found in our Privacy Policy.
If you notice an error in your address, please write to us as soon as possible at [email protected]. State your order number and the correct address. We will check whether the correction is still possible. We cannot guarantee that the address can be changed once the parcel has been dispatched.
If the parcel cannot be delivered because the customer entered an incomplete or incorrect address, we will contact you to agree on the next steps.
8. Delivery problems
Please contact us at [email protected], quoting your order number, if:
- your parcel is delayed;
- the tracking information has not been updated for a long time;
- the carrier has notified you of a problem;
- there is any other difficulty with the delivery.
We will look into the matter and reply to you without undue delay and no later than 14 days.
Refusing to accept the parcel does not in itself constitute a statement of withdrawal from the contract. If you wish to withdraw from the contract, please do so using one of the methods described in section 10.
9. Lost or damaged parcels
Risk in transit. The risk of loss of or damage to the goods passes to you when you, or a third party designated by you other than the carrier, acquire physical possession of the goods. Until then, the risk remains with us. Consequently, if the parcel is lost in transit, you are not liable for this.
Lost parcel. If you believe that your parcel has been lost, please write to us at [email protected] quoting your order number. We will investigate the matter with the carrier and inform you of the outcome.
Damaged parcel, defective or incorrect goods. If you receive damaged or defective goods, or goods different from those you ordered:
- Write to us first at [email protected]. State your order number and attach photographs of the goods and the packaging.
- Wait for our instructions before sending anything back.
- Follow our instructions.
For goods that do not conform to the contract, the remedy is free of charge to you. We will also reimburse the reasonable postage costs of returning such goods to us.
Legal guarantee. You are entitled to a legal guarantee of conformity of the goods with the contract for a period of at least 2 years from delivery. It is based on Directive (EU) 2019/771 and the applicable national law. In the event of a lack of conformity, you may request:
- repair or replacement;
- a price reduction;
- termination of the contract.
We respond to complaints without undue delay and no later than 14 days. Refunds are made using the same means of payment and may be partial where applicable.
10. Withdrawal from the contract and returns
You have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason. You may exercise your right of withdrawal:
- by e-mail to [email protected];
- using the model withdrawal form;
- using the "Withdraw from the contract" function at https://gembakids.com/withdraw.
Return address: бул. Княз Борис I № 109, ет. 13, ап. 50, 9002 Варна, България (Bulgaria). It is also stated in the confirmation e-mail you receive immediately after submitting your statement of withdrawal.
Important: never send goods for return to China or to any address other than the one stated above.
If you withdraw from the contract:
- Return costs: you bear the direct cost of returning the goods. This is also stated in a notice shown before payment at checkout.
- Method of dispatch: use a service with tracking. Keep the postage receipt and the tracking number.
- Refund period: we will refund the amount within 14 days of receiving your statement of withdrawal, using the same means of payment.
- Withholding the refund: we may withhold the refund until we have received the goods back or until you have provided proof that you have sent them.
The statutory exceptions to the right of withdrawal apply. These include, for example, sealed goods which are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery, and goods made to the consumer's specifications.
The costs of returning goods that do not conform to the contract are governed by section 9, not by this section.
11. Sizes
Sizes follow the supplier's size charts and are often smaller than standard European sizes. Before ordering, please check the size information on the relevant product page.
12. Product information
Information about the manufacturer and the person responsible for product safety in the EU is shown on each product page, in the section “Product safety information”. The responsible person and economic operator in the EU is GEMBA EOOD; the country of origin is China.
13. Governing law and disputes
The contract is governed by Bulgarian law, including the CPA, the Obligations and Contracts Act (OCA) and the ECA. The choice of Bulgarian law does not deprive you of the protection afforded to you by the mandatory consumer protection provisions of the country in which you are habitually resident.
If you have a complaint, please contact us first at [email protected]. You may also contact the competent consumer protection authority in your country.
Alternative dispute resolution: You may contact the General Conciliation Commission of the Bulgarian Commission for Consumer Protection (kzp.bg/bg/pomiritelna-deynost). Participation is voluntary.
14. Contact
For any questions relating to delivery, please write to us at [email protected]. Please quote your order number so that we can help you more quickly.
GEMBA EOOD, бул. Княз Борис I № 109, ет. 13, ап. 50, 9002 Варна, България (Bulgaria)