Shipping and Delivery

• Standard Parcel Delivery: Economical ground shipping via carriers such as DHL, PostNord, DB Schenker, UPS, Bring, etc. These typically deliver to either your nearest pickup point (service parcel shop) or directly to your address depending on the service. For example, PostNord MyPack Collect delivers to a local collection point for you to pick up, whereas PostNord Parcel or DHL Paket (business services) deliver straight to the specified street address (usually during business hours).

• Express Delivery: Faster air/express services (e.g. UPS Express or FedEx) for urgent shipments, delivering directly to your address.

• Freight/Pallet Delivery: For bulk or heavy orders, we can arrange pallet or freight shipment using carriers like DHL Freight EuroConnect. This is typically a curbside or loading dock delivery for business addresses.

Home Delivery, Pickup, or Business Address: We offer delivery to home/residential addresses, business locations, or designated pickup points depending on the service selected. Home deliveries usually require someone available to receive the package; business deliveries are made during normal business hours and require a company name and contact at the address. Service-point deliveries will be sent to a partner delivery outlet (e.g., a local post office or parcel shop) and you’ll be notified via SMS/email when it’s ready for pickup. Please note that P.O. boxes cannot be used for parcel delivery – a valid street address is required for all courier shipments.

Delivery Times

Order Processing: Orders are normally processed and dispatched within 1–2 business days. We will inform you if an item is unexpectedly out of stock or if there will be a longer handling time.

Transit Times: Delivery times vary by shipping method and destination:

• Standard EU Shipping: Typically 3–7 business days within the EU for most countries. (Neighboring countries may be on the shorter end, while distant EU regions are on the longer end of this range.) Services like DHL Economy or PostNord/DPD usually arrive within about a week at most under normal conditions.

• Express Shipping: Usually 1–3 business days to most EU destinations. For example, UPS Express Saver or FedEx Priority can often deliver in next-day to 2 days. If you require delivery by a specific date, we recommend choosing an express option.

Please note these time frames are estimates. We strive to deliver within the indicated times, but unforeseen delays (e.g. weather, customs checks, carrier logistical issues) can occur. We do not guarantee transit times, but will assist in tracking and resolving any delays.

Shipment Tracking & Notifications

All our standard parcel and courier shipments are trackable. Once your order is shipped, we will provide you with a tracking number/link via email. You can use this to follow the shipment’s progress on the carrier’s tracking page. You will also typically receive automated delivery updates or pickup notifications by SMS or email (ensure you provide a correct mobile number/email at checkout).

(Note: The only exception to full tracking is if you choose a letter post service for very small items. Such letter/brevet shipments (e.g. PostNord Varubrev) are not fully trackable and are not recommended for valuable goods. If you, as a customer, explicitly select an untracked mail option, you accept that it lacks end-to-end tracking and carries a higher risk. We cannot take responsibility for loss on untracked mail shipments chosen by the customer.)

Shipping Costs & Calculation

Shipping costs are calculated automatically at checkout based on the weight, dimensions, and destination of your order. We charge you the actual shipping fee as given by the carriers, with no hidden surcharges. The price shown is all-inclusive – it already includes fuel surcharges, remote area or island fees, handling fees, and VAT/taxes (for consumers) where applicable. What you see at checkout is the total shipping cost you pay.

Some shipping options may have flat rates or tiered pricing (e.g. free or reduced shipping above a certain order value, if we offer promotions – see our site for current offers). Any such conditions will be clearly indicated in the checkout. No additional fees (other than what is disclosed) will be billed for delivery. If you require any special delivery services not shown (such as expedited handling, evening delivery, etc.), please contact us for a quote.

Delivery Delays

We make every effort to deliver within the estimated time. If we anticipate a significant delay in dispatch or delivery, we will contact you via email or phone with an update.

Under EU consumer law, if a product is not delivered within the time agreed upon (or within 30 days if no specific time was agreed), you as a consumer have the right to cancel the purchase and receive a full refund. In practice, this means:

• If your package has not arrived within the expected timeframe, please first inform us so we can investigate and ensure the carrier is still processing it. Often, delays can be resolved with a bit of extra time.

• If we fail to deliver within a reasonable extended period after you remind us (for example, you give us an additional week or two to resolve the delay), then you are entitled to cancel your order for a refund. In such a case, we will promptly process your refund once we confirm the non-delivery.

You do not lose your right to a refund for late/non-delivery as a consumer. (Business customers: see below.) If a delivery time is especially critical (e.g. needed for an event on a certain date), please let us know when ordering. We can advise on the best shipping method or confirm if on-time delivery is feasible. In urgent cases where timely delivery is essential, you may not be required to allow an extended period; you could cancel immediately if the delivery misses the essential date.

Note: Minor delays of a day or two can happen and do not usually constitute a failure to deliver – but rest assured, we will work with you to locate any delayed shipment. Our support is here to help communicate with the carrier if needed.

Damage, Loss & Insurance

We take responsibility for your goods until they are delivered to you (for consumer customers). This means that if an item is lost or damaged in transit, it is not your fault – we will work to resolve it. All shipments include at least the standard carrier liability coverage (which typically covers a fixed amount per kg or per shipment as set by the carrier). In many cases, we opt to insure the shipment for its full value for extra protection.

If your package arrives damaged or with obvious signs of mishandling, please do the following:

• Document the damage: Take photos of the package and the damaged contents immediately, and if the delivery person is present, report it to them or note it on the delivery slip.

• Contact us within 2 days: The sooner we know, the faster we can initiate a claim. Email our customer service with your order number, and describe the damage (attach photos).

We will then arrange a solution – usually we will send a replacement item as soon as possible (or offer a refund if a replacement is not available or you prefer). We will handle the claim with the carrier. You will not have to pay for return shipping of a damaged item or for the replacement’s shipment. If a repair is possible, we may arrange that at no cost to you, or otherwise ensure you are made whole in accordance with your legal rights.

If a shipment is lost (e.g., tracking has not updated for an unusually long time, or the carrier confirms the package cannot be found), we will similarly either send a replacement or refund you. We typically wait a short period to verify that a package is truly lost (sometimes there are delivery errors that get corrected). The investigation and claim process for lost packages can take some time – carriers generally require an investigation which may take up to ~30–90 days for international shipments. We ask for your patience during this process, but we will keep you updated. Ultimately, you will not be left without either the product or a refund.

For business customers: Our shipments are generally sent under CPT (Carriage Paid To) terms, meaning that the risk of loss or damage passes to you once we hand over the goods to the carrier (delivery is still paid to destination). However, we will still assist in handling claims with the carrier on your behalf in case of loss or damage. Business recipients should inspect goods upon arrival and notify us of any transit damage immediately so we can file a timely claim. Carrier liability limits may apply (e.g. standard coverage often ~€10/kg or as per the transport convention), so if you require higher insurance for a high-value commercial shipment, please inform us to arrange additional coverage.

Customer Responsibilities

To ensure a smooth delivery, please double-check and fulfill the following as the customer:

• Provide an accurate address: Include full street address, postal code, city, and country. For business addresses, include the company name. Remember that couriers cannot deliver to P.O. boxes for parcel services. An incomplete or incorrect address can lead to delivery failures or returns. We are not responsible for delays or extra costs if the address information provided was incorrect or insufficient.

• Choose an appropriate shipping option: It’s important to select a shipping method that matches your situation. For example, do not choose a “business delivery” service if the address is a private home where no one is present during daytime – this could result in missed delivery and extra fees. Similarly, if you prefer to pick up the package at a convenience point, choose a service that delivers to a pickup point (often labeled “Service Point” or “Collect”). Each shipping option at checkout will indicate the type of delivery (e.g. “Home Delivery”, “Pickup Location”, or “Business/Company Delivery”). If you are unsure, please contact us – we’re happy to advise on the best option for you.

• Be available for delivery: If you selected home or business delivery, ensure that someone (you or a representative) is present to receive the package at the expected delivery time. For businesses, carriers deliver during normal working hours and require a signature or confirmation. If no one is available, the carrier may attempt re-delivery or redirect the parcel to a pickup point. Certain carriers charge a fee for re-delivery or address change if the first attempt fails. Any such fees resulting from the recipient’s absence or request for address change may be passed on to the customer. We will of course try to minimize these issues by providing tracking and notifications so you know when to expect the courier.

• Pick up promptly from service points: If your order is delivered to an access point or parcel locker, please collect it within the stated timeframe (typically within 7–14 days, depending on carrier). You will be notified via SMS, email, or postcard when the parcel is ready for pickup. Unclaimed packages that are sent back to us may incur return shipping fees. We reserve the right to charge the customer for costs associated with unclaimed or refused shipments. This fee would cover the round-trip freight and handling incurred. To avoid this, please pick up your parcel in time or contact us if you need assistance or an extension.

• Inspect and report issues: Upon receiving your package, if you notice any damage to the box or items, inform us immediately (see the Damage/Loss section above). For businesses, note any damage on the delivery receipt if possible. Timely reporting helps us resolve problems faster.

• Understand your chosen service: By placing an order and choosing a particular shipping method, you acknowledge the conditions of that service. For instance, if you opt for an uninsured, non-trackable letter shipment (when offered for small low-value items), you accept that it is sent at your risk for loss. (As mentioned, we generally advise against this for valuable orders.) Likewise, choosing a budget freight service might mean slightly longer transit. We ensure all available options are reliable, but they do have different features. Don’t hesitate to ask us if you have questions about how a shipping service works.

Legal Compliance & Notes

This Shipping & Delivery policy is designed to be compliant with EU consumer protection laws and to be clear and user-friendly. Key points to note:

• Transfer of Risk: For consumers (private individuals), the risk of transport is ours until you physically receive the goods. For business purchasers, risk transfers upon carrier pickup as per CPT terms (though we assist with any claims as a courtesy).

• Delivery Guarantee: We are obligated to deliver within 30 days unless otherwise agreed. If we fail to do so, consumers have the right to cancel and be refunded, as described above.

• Carrier Terms: Our shipments are subject to the respective carrier’s terms and conditions (which include liability limits, etc.), but these do not override your rights against us as outlined here for consumers. We work on your behalf with carriers to resolve issues.

• Force Majeure: Occasionally, events beyond our control (strikes, natural disasters, pandemics, etc.) may cause unexpected delays. These are force majeure events. We will communicate with you in such cases and do our best to deliver as soon as possible, but slight delays due to such events will not constitute a breach of our obligations.

By placing an order, you agree to this Shipping & Delivery Policy. We hope this policy answers your questions and gives you confidence in our delivery process. If anything is unclear or if you have special requirements not covered here, please contact our customer service before or after ordering – we are here to help make your delivery experience as smooth as possible.

Thank you for choosing us for your purchase! Enjoy fast, reliable shipping to your door, backed by our commitment to excellent service and support.