Shipping policy
Order Processing
We process all orders as quickly as possible.
Orders placed on business days before 13:00 (CET) are usually shipped the same day. In most cases, orders are processed and shipped within 1–3 business days after the order is placed.
Orders paid via bank transfer are shipped once payment is received. Orders placed during weekends or public holidays are processed on the next business day or as soon as possible thereafter.
If a product is temporarily unavailable or requires additional coordination, we will inform you and offer an alternative product or an extended delivery time.
During periods of high order volume, special events, promotions, or increased demand, order processing and dispatch may take longer than usual.
Orders enter processing immediately after being placed. Once an order is in processing, it is already being prepared, queued, or awaiting carrier pickup and cannot be cancelled, even if dispatch is delayed.
Processing status means the order is being prepared or queued for dispatch and does not indicate shipment or carrier handover.
Shipping Method Changes
Once an order is placed, the selected shipping method cannot be changed. This includes switching between pickup point delivery and home delivery, as well as changing the selected pickup point. Orders enter processing immediately and shipping method changes are not possible after checkout.
Shipping & Delivery
After dispatch, deliveries are typically completed within 1–4 business days, depending on the delivery address and carrier.
For remote or less accessible regions, delivery may take up to 14 days after dispatch.
All deliveries are handled by our trusted carrier partners. Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number.
Delivery timeframes are estimates only and are not guaranteed. Once the order has been handed over to the carrier, delivery timing and transit conditions are outside of our control.
Some orders may be shipped in multiple parcels. In such cases, each parcel may have a separate tracking number and delivery timeframe. Delays or issues affecting one parcel do not qualify the order for cancellation, refund, or refusal of the remaining parcel(s).
Tracking Information
Tracking information is generated and sent automatically once an order has been dispatched and handed over to the carrier. Orders that are still in processing or awaiting carrier pickup do not yet have tracking details.
If a tracking email is not received, customers are responsible for checking spam or promotions folders and ensuring the email address provided at checkout is correct.
If no tracking information is available after these checks, this typically means the order is still in processing due to high order volume, special events, or increased demand. Tracking will be issued automatically once the order is dispatched. Tracking availability depends on carrier handover and cannot be provided before dispatch.
Carrier Responsibility
Once an order has been dispatched and handed over to the carrier, the shipment is under the responsibility of the carrier.
For delivery-related matters such as delays, missed deliveries, pickup point issues, delivery instructions, tracking updates, or similar matters, customers must contact the carrier directly using the tracking information provided in the shipping confirmation email.
Delivery performance after dispatch is outside our control and is managed solely by the carrier.
Shipping Insurance
Shipping insurance provides a fast replacement if a parcel is lost, stolen, or damaged during transit, as confirmed by the carrier.
Reporting & Evidence
Any damage, loss, or delivery issue must be reported within 48 hours of delivery and must include supporting evidence in accordance with our policies.
What Shipping Insurance Covers
Shipping insurance covers:
– parcels lost in transit
– parcels damaged during transit
– parcels stolen before delivery, as confirmed by the carrier
What Shipping Insurance Does Not Cover
Shipping insurance does not cover:
– delivery delays
– missed or refused deliveries
– non-collected pickup point parcels
– incorrect or incomplete delivery details provided by the customer
– address or delivery changes after dispatch
– parcels marked as delivered by the carrier
Delivery delays are outside our control and are handled by the carrier. Delays do not qualify for replacement or compensation under shipping insurance.
Shipping Costs
Shipping costs are calculated and clearly displayed during checkout before the order is confirmed.
Damaged or Incorrect Deliveries
Please inspect your parcel immediately upon delivery.
If your order arrives damaged, defective, or incorrect, you must contact us via our contact form within 48 hours of delivery.
To evaluate the claim, we may require:
– photos of the damaged or incorrect product
– photos of the outer and inner packaging
– a photo of the shipping label
– a PDF copy of the invoice sent to you by email prior to delivery
Damage or incorrect delivery claims submitted outside this timeframe or without sufficient documentation may not be accepted, in accordance with our Returns, Refunds & Subscription Policy.
Damage caused after delivery or due to improper handling by the customer is not covered.
Delivery Delays
If your package has not arrived within the estimated delivery timeframe, please first check the tracking information provided in the shipping confirmation email.
Delivery timeframes are estimates only and are not guaranteed.
Once the order has been handed over to the carrier, delivery timing is outside of our control.
If tracking shows an issue or the parcel cannot be located, please contact the carrier directly using your tracking number.
Holiday & Promotional Periods
During holiday seasons, sales events, or promotional campaigns, order processing and delivery times may be longer due to increased order volume. Delays may occur during these periods.
Shipping Address Responsibility & Changes
Please ensure that your shipping address and contact details are complete and accurate at checkout, as changes are not possible after the order is placed.
Pickup Point Priority
Selecting a pickup point at checkout overrides any entered delivery address. Orders with a pickup point selected will be delivered exclusively to that pickup point, even if a home address is entered.
Incorrect assumptions about the delivery method or shipping cost do not constitute grounds for cancellation or refund.
If a parcel cannot be delivered due to an incorrect or incomplete address provided by the customer, re-shipping costs are borne by the customer. Such orders may be treated as non-collected deliveries and handled in accordance with our policies.