Delivery Methods
I. Introduction
We dispatch every order within 1–2 working days from our European fulfilment centre. Below you will find everything worth knowing about delivery times and costs, and what to do if something goes wrong.
II. Where we deliver
We deliver within the European Union. The available delivery countries are displayed during the ordering process. For offers assigned to a specific country, the delivery country is indicated on the product page, and for telephone orders it is confirmed by the advisor.
III. Delivery times
After dispatch, the standard delivery times are:
- Germany, Czech Republic, Slovakia, Poland: 2–4 working days
- Austria, Netherlands, Belgium, Denmark: 3–5 working days
- Other EU countries: 5–8 working days
Orders confirmed on a working day before 12:00 Central European Time (CET) are, as a rule, prepared on the same day. Orders placed later or at weekends are prepared on the next working day.
Delivery times are based on carrier performance data. We are not responsible for delays caused by the carrier, force majeure or incorrect address details.
IV. Shipping costs
Shipping costs depend on the delivery country and the size of the order. We state them before the order is confirmed – during the ordering process on the website, and for telephone orders they are presented by the advisor. Free shipping may be offered for selected sets — this information can be found on the product page or is provided by the advisor.
V. Shipment tracking
As soon as the parcel leaves our warehouse, the Customer receives a shipping confirmation by email with the shipment number. The parcel can be tracked at any time on the carrier’s website.
VI. If the parcel arrives damaged
The Customer has two options:
- Refuse to accept the parcel on delivery. Then please send a message to [email protected] — we will arrange a reshipment.
- Accept the parcel and document the damage. Please take photos of the outer packaging and of the product before using it and send them within 7 days of delivery to [email protected]. We will arrange a reshipment or a refund.
If the contents do not correspond to the order (wrong product or missing items), please send us a message within 14 days of delivery. We will put this right free of charge.
VII. If an incorrect address was provided
The Customer is responsible for providing a correct and complete delivery address. If the parcel is returned to us because the address was incorrect or incomplete, or because it was not possible to contact the recipient, we will contact you to arrange a reshipment.
The reshipment costs will be communicated to you before the second shipment. You may accept the offer and have the parcel sent again, or cancel the order and receive a refund of the product price (in that case, the original shipping costs to the Customer are not refundable).
If you do not respond within 14 days of our attempt to contact you, we will consider the order cancelled and refund the product price less the original shipping costs to the Customer.
VIII. If the parcel is not accepted
If the Customer refuses to accept the parcel for a reason other than visible damage, the original shipping costs will not be refunded and the costs of returning the parcel will be deducted from the refund — unless the Consumer subsequently exercises the right of withdrawal within 14 days of the refusal; in that case, the full refund rules applicable to the right of withdrawal apply (see Returns and Right of Withdrawal). In the case of cash on delivery, refusal to accept the parcel means that no payment is collected.
IX. If the parcel is lost
If parcel tracking shows no movement for more than 10 working days, please send a message to [email protected]. We will open an investigation with the carrier. If the loss is confirmed, we will send you a replacement free of charge or refund the order in full — whichever you choose.
If shipment tracking shows the parcel as “delivered” but it has not been received, please first check with your neighbours and at the local post office. If the parcel still cannot be found, please send us a message within 7 days of the stated delivery date and we will open an investigation with the carrier.
X. Contact
Email: [email protected]