Delivery
We deliver goods to homes, collection points, and post offices all over Latvia. You can also pick up your order at our store at the following address: Strēlnieku iela 13, Rīga (you can find information about the store's opening hours here: store.mimikid.lv). More detailed information about delivery costs and collection locations is provided below.
Product Collection at the Customer Service Center
The product collection service at the customer service center is free of charge. Here you can find the opening hours and coordinates.
If you have chosen to collect the item(s) at the customer service center, the item(s) will be delivered there within 1-3 business days, unless another delivery time is indicated for the selected item(s). We will notify you of this via email or SMS. We expect you to pick up the order within 3 (three) calendar days. After this period, the order will be canceled, and the ordered items will be sent back to the warehouse.
To pick up the order, you need to have an ID document and the order number with you. If another person will collect your order, please indicate them as the recipient when placing the order. If the buyer is a legal entity, an authorization letter must be provided.
OMNIVA DELIVERY PROCESS INFORMATION
7.1 Until the moment the shipment is handed over, it belongs to the sender.
7.2 The recipient is informed about the shipment's arrival via SMS as soon as the package arrives at the parcel machine. SMS messages are sent to Estonian, Latvian, and Lithuanian phone numbers.
7.3 The SMS also specifies the conditions for receiving the shipment: the cash on delivery fee, if requested by the sender.
7.4 When the shipment is handed over from the parcel machine, the recipient is identified using a personal door code sent to them via SMS. After entering the door code, the compartment door containing the shipment will open.
7.5 If the shipment is not collected within 4 (four) calendar days after its arrival, a second notification is sent to the recipient.
7.6 The storage time for the shipment is 7 (seven) calendar days. If the shipment is not collected from the parcel machine within 7 (seven) calendar days, it is returned to the sender.
7.7 Shipments cannot be redirected from parcel machine delivery to a sorting center or courier delivery.
7.8 For business customers, the shipment return service is offered in accordance with the contract concluded with Omniva, SIA, and in such cases, the recipient has the right to return the shipment to the sender within 14 (fourteen) calendar days from the day of receipt.
7.9 The recipient can also receive a shipment return code using SMS or an email message along with the door code. By using this return code, the recipient has the right to return the shipment to the sender free of charge.
7.10 The return fee depends on the size of the compartment used (S, M, or L size).
CLAIM HANDLING
9.1 The sender or recipient (in the Republic of Latvia, Republic of Lithuania, or Republic of Estonia) can submit a written claim requesting compensation for improper delivery, shipment damage, or non-delivery. The claim must be submitted to Omniva, SIA by filling out the online form “Delivery Quality Application” on the website or by mail.
9.2 Recipients located outside the Baltic states must report any type of claim regarding shipment damage at the time of delivery when accepting the shipment.
9.3 The claim must include the following information: · Claimant's first and last name or the name of the legal entity, as well as their phone number and bank account number if the claim is related to loss compensation; · Information about the shipment that is the basis for the claim (shipment number, shipping date, recipient's name, declared value of the shipment, and, in cases with COD parcel items – COD amount); · In case of a claim for the loss of a parcel shipment, loss of shipment contents, or shortages or damages – a detailed list of contents and the value of items; · Information on how the response should be delivered (verbally, in writing, by mail, or email); · Photos of the shipment.
9.6 If a parcel service user submits a claim related to multiple parcel items addressed to different recipients, a separate claim must be submitted for each parcel shipment.
9.7 Omniva, SIA reviews claims and complaints as soon as possible, but no later than 7 business days from the date of submission, and informs the claimant of its decision. If it is not possible to provide a comprehensive response within this time, the claimant will be informed with a temporary response, and the final answer will be provided within 30 days from the date of submission. If more than one month is required to process the complaint, the claimant will be informed, and a response will be given as soon as possible.
9.8 During the claim handling process, Omniva, SIA reserves the right to request substantiated additional information from the claimant related to the claim.
9.9 The claimant can dispute the response to the claim within 30 (thirty) days from the receipt of the response.
9.10 If the claim or complaint cannot be processed, the claimant will be informed, stating the reasons (references to laws or regulations).
MATERIAL COMPENSATION
10.1 Omniva, SIA assumes material liability arising: · if registered and insured shipments are lost; · if a parcel shipment is not delivered; · if the shipment is damaged due to Omniva, SIA's fault; · if the COD amount is not fully or partially collected from the recipient; · in case the shipment delivery is delayed, the carrier's liability is limited according to the shipping costs and is compensated only if the sender requests it from the carrier. A delayed shipment is considered one that arrives at the destination later than the agreed delivery day.
10.2 If a shipment received from the parcel machine is damaged, the sender must immediately submit a written claim.
10.3 If a parcel shipment is lost, the sender or recipient has the right to receive back all payments, except the insurance fee paid for parcel shipments with insured value.
10.4 Indirect losses, including lost income, are not compensated.
10.5 If the COD amount is not fully collected from the recipient, the COD amount is not collected, or the COD amount is incorrectly paid, Omniva, SIA is responsible to the extent that the COD amount was insufficiently collected or not paid.
10.6 Omniva, SIA pays compensation to the sender, who has the right to direct the compensation payment to the recipient by informing Omniva, SIA in writing for this purpose. The sender or recipient can authorize a third party to receive the compensation.
10.7 In the event of compensation for a damaged shipment, Omniva, SIA reserves the right to obtain the damaged shipment into its ownership.
10.8 The sender is responsible for the content of the goods. If the sender provided incorrect information about the shipment content or the shipment content does not comply with Omniva, SIA's regulations, the sender is responsible for any losses caused to Omniva, SIA or third parties and is obliged to pay any imposed fines if necessary.
10.9 If the loss or damage of a parcel shipment occurs due to force majeure, or under conditions where compensation is not paid, the sender has the right to receive compensation in the amount of the shipping costs.
10.10 In the event of shipment loss or damage, Omniva, SIA assumes responsibility up to a maximum of 42.69 euros, plus 4.27 euros for each kg, but not exceeding the actual loss amount. Shipping costs will also be reimbursed if paid by the sender or recipient. SIA Omniva – Dzirnieku Street 24, Mārupe, LV-2167 – Tel: 27042424 – [email protected]
10.11 Compensation is paid in euros.
10.12 Omniva, SIA pays compensation immediately once it becomes clear that the parcel shipment has been destroyed or, as a result of the search, it is determined that the parcel shipment is lost.
10.13 Compensation is transferred to the bank account specified in the client's application.
10.14 If a shipment is considered lost or a part of it is found after compensation has been paid, Omniva, SIA notifies the compensation recipient of its rights to hand over the goods deemed lost within three months, provided that the paid compensation is returned. If the compensation recipient refuses the found goods or does not express the desire to accept the found goods within ten (10) business days, Omniva, SIA sends the same notification to the respective recipient or sender (the person who was not compensated).
10.15 If the sender and recipient refuse the found goods or if Omniva, SIA does not respond within the specified term, the ownership rights of the goods transfer to Omniva, SIA, which has paid compensation for the destruction or loss of the goods.
10.16 Omniva, SIA does not assume responsibility for shipments in the following cases:
10.16.1 If the loss of goods, shortage, or damage occurred due to the sender's fault, negligence, or the properties of the goods;
10.16.2 If possible damages were caused by temperature fluctuations;
10.16.3 If the sender has not submitted a request within 6 (six) months after the shipment date;
10.16.4 If the sender mistakenly provided an incorrect recipient's phone number on the shipment, resulting in the shipment being handed over to a third party;
10.16.5 If the shipment size is smaller than the specified minimum dimensions: 9 cm (width) and 14 cm (length);
10.16.6 If the sender has not confirmed the shipment handover to Omniva, SIA according to the instructions on the parcel machine screen;
10.16.7 If the shipment contains items that are prohibited to send according to Omniva, SIA's regulations;
10.16.8 If the goods are confiscated according to the law;
10.16.9 If goods with insured value are insured for a significantly higher amount than their value;
10.16.10 If the sender acts maliciously to receive compensation;
10.16.11 Force majeure events are circumstances that Omniva, SIA cannot influence, take into account, avoid, or prevent at the time of entering into the contract or while fulfilling non-contractual obligations, or as a result of which Omniva, SIA cannot overcome.
10.16.12 Other force majeure events also include technical accidents independent of Omniva, SIA, as well as obstacles arising from natural disasters, unfavorable weather conditions, war, strikes, legislative changes, or other emergencies that Omniva, SIA could not foresee or prevent.
10.16.13 If force majeure events are temporary, breaches of obligations are justified only during the time when force majeure events prevent the fulfillment of obligations.
10.16.14 If Omniva, SIA cannot respond for the destruction of goods due to official document destruction as a result of force majeure, provided that Omniva, SIA's liability cannot be proven by other means;
10.17 Omniva, SIA's liability remains in the following cases:
10.17.1 If shortages or damages to the contents of the goods are discovered before delivery or at the time of delivery;
10.17.2 In the case of returned goods, if the sender accepts the goods with a note that the goods have been damaged and submits a claim for compensation.
OPENING AND STORAGE OF GOODS
11.1 Opening Parcel Machine Shipments
11.1.1 Omniva, SIA has the right to open parcel machine shipments in the following cases: · Upon the recipient's request at the time of receiving/retrieving the parcel machine shipment; · To protect the contents of a damaged parcel machine shipment or to determine the extent of the damage; · In cases where parcel machine shipment delivery is not possible. Delivery is considered impossible if Omniva, SIA has failed to deliver the shipment to the recipient, return it to the sender, and the shipment storage period has expired; · To prevent potential physical harm to persons or items resulting from the shipment.
11.1.2 The shipment is stored for 1 (one) year from the date of the last unsuccessful delivery attempt. If within 1 (one) year the sender or recipient does not contact Omniva, SIA to arrange the shipment's receipt, the shipment becomes the property of Omniva, SIA.
11.1.3 If suspicions arise during the shipment sending process that it is impossible to retain the shipment's contents or, based on external indicators, there is reason to assume that the shipment's contents are stolen or pose threats to other shipments.
11.1.4 In the event of potential physical damage, Omniva, SIA immediately informs rescue services about the suspicious parcel machine shipment to protect nearby individuals or items.
11.1.5 Omniva, SIA complies with the Postal Law and follows the procedures established by the Cabinet of Ministers' regulations regarding handling undelivered postal shipments and the procedures for opening, storing, realizing, and destroying postal shipments.
The “Free Delivery” promotion may be granted in certain cases provided by the Seller. Additionally, when announcing the “Free Delivery” campaign, conditions corresponding to this promotion are ensured.
You can use free delivery only during the specific promotional period indicated in the promotion announcement.
If you have not found answers to your questions of interest, please contact us by calling: +371 29705613, or by writing to: [email protected] and we will be happy to assist you.