Shipping policy
This shipping policy describes the conditions for the preparation, dispatch, transport and delivery of the products ordered via the website.
1. Delivery areas
We currently deliver to the following countries:
- Germany;
- Austria;
- Switzerland;
- the Netherlands;
- Belgium;
- Italy;
- Spain;
- Ireland;
- the United Kingdom;
- the United States;
- Canada;
- Australia.
Depending on logistical availability at the time of the order, other European countries and neighboring territories may be served.
The seller may add, temporarily suspend or remove delivery destinations for reasons of transport capacity, legal requirements, logistics costs, transport risks or local restrictions.
2. Checking the delivery address
The customer is responsible for the accuracy of the address provided when ordering. Errors, omissions, incomplete addresses, missing access codes, unauthorised PO boxes, wrong phone numbers or insufficient details that prevent delivery are the customer's responsibility.
In the case of an incorrect address, the costs of a new dispatch may be charged to the customer.
3. Processing time
Unless otherwise indicated, orders are usually prepared within 1 to 3 business days of payment confirmation.
This period is non-binding and may be extended in the event of high demand, sales events, exceptional circumstances, fraud checks, supplier shortages or logistical difficulties beyond the seller's control.
4. Delivery time
The usual delivery time from dispatch is on average 7 to 12 business days.
Together with the processing time, this gives a usual total of 8 to 15 business days from the order.
These figures are indicative and may depend in particular on:
- the destination country;
- the carrier;
- the season and workload;
- customs formalities;
- force majeure;
- disruptions in the transport network.
The seller is not liable for delays caused solely by the carrier or by external circumstances that could not reasonably be foreseen, to the extent permitted by law.
5. Insured shipping and tracking
Every order is carefully and securely packed and ships insured, with tracking included: the customer receives the tracking link directly by email or text message within 1 to 3 business days of the order. The information displayed depends on the updates of the carriers involved. Real-time updates or a uniform level of detail for all destinations cannot be guaranteed.
6. Partial deliveries
For logistical reasons, an order may exceptionally be delivered in several shipments. The customer is informed of this where possible.
7. Absence, failed delivery and uncollected parcels
If the customer is not present at the time of the delivery attempt, they must follow the carrier's instructions to arrange a new delivery or collect the parcel from the indicated collection point.
In the case of a failed delivery or an uncollected parcel for which the customer is responsible, additional costs may be charged to the customer to the extent permitted by law.
8. Customs and local charges
Depending on the destination country, authorities or carriers may charge customs duties, clearance fees or other local costs. Unless expressly stated otherwise, these amounts are borne by the customer.
The seller is not liable for delays, holds or additional costs resulting from a customs procedure, to the extent permitted by law.
9. Lost, damaged or marked-as-delivered products
In the event of a transport problem, the customer must contact customer service as quickly as possible. An inquiry may be opened with the carrier. Depending on the outcome and the applicable legal obligations, an appropriate solution is offered.
If a parcel is reported as delivered by the carrier, the seller may ask the customer to first check with neighbors, the building management, the collection point or the local carrier.
