Shipping & Delivery Policy

Last updated: September 2026

This Shipping & Delivery Policy applies to consumer orders placed directly with us through our website.

1. Order processing and dispatch

We aim to process and dispatch your order as quickly as possible.

Your order will normally be dispatched **within a maximum of 3 weeks after receipt of payment and confirmation of the order**, unless a different delivery period has been expressly agreed with you.

Depending on the products ordered, your order may be shipped as one or multiple packages.

If your order consists of multiple packages, these may be shipped separately and may arrive at different times.

2. Shipping carriers

We use reputable international carriers and select the available shipping option that is most suitable for the destination country and the size and weight of the shipment.

Depending on the destination, carrier availability and shipment characteristics, carriers may include:

• DHL
• UPS
• FedEx
• or another suitable international carrier.

The available shipping method may therefore differ between countries.

3. Delivery times

The estimated delivery time depends on the destination country, shipping method, customs procedures and other circumstances outside our control.

The maximum processing time of 3 weeks before dispatch is separate from the carrier's transit time.

Once your order has been handed over to the carrier, the carrier's estimated transit time applies.

We do our best to ensure timely delivery, but estimated transit times are not guaranteed unless a specific guaranteed delivery date has been expressly agreed with you.

Nothing in this policy limits your statutory consumer rights regarding delivery.

4. Tracking

Once your order has been shipped, we will provide a tracking number to the email address you provided when placing your order.

You can use this tracking number to follow the progress of your shipment through the carrier's tracking system.

Please make sure that the email address and delivery address provided with your order are correct.

5. Duties, VAT and import charges

Where possible, we ship orders on a Delivered Duty Paid (DDP) basis.

Where DDP is available and applicable, the applicable import duties, import taxes and other import charges are included in the price shown at checkout. You should therefore normally not have to pay additional import duties, VAT or similar charges to the carrier upon delivery.

However, DDP availability depends on the destination country and the applicable customs and tax rules. Where DDP is not available, the applicable charges and payment arrangements will be clearly indicated before you complete your purchase, where required.

You should never be asked to pay an additional amount simply because the shipment is delivered in multiple packages if the applicable duties and taxes were already included in your order price.

6. Customs clearance

International shipments may be subject to customs inspection or clearance procedures.

Although we provide the required shipping and customs information and work with the carrier to facilitate customs clearance, customs authorities operate independently from us.

Customs clearance may therefore cause delays that are outside our reasonable control.

We cannot guarantee a specific customs clearance time.

If a shipment is delayed by customs, we will reasonably cooperate with the carrier and provide information or documentation that is reasonably required from us to facilitate the clearance process.

This does not affect any statutory rights you may have if we fail to deliver within an applicable legally required or agreed delivery period.

7. Delivery problems and delays

If your shipment is delayed, please first check the tracking information provided by the carrier.

If the tracking information does not provide a clear explanation or the shipment appears to be lost, please contact us.

We will investigate the shipment with the carrier and, where appropriate, arrange a replacement or another appropriate solution.

The fact that a shipment has been handed over to a carrier does not by itself transfer our responsibilities under applicable consumer law.

For consumer purchases, we remain responsible for the goods until they have been delivered to you, subject to applicable law.

8. Damaged packages or products

Please inspect the package when it is delivered.

If the package appears visibly damaged, we recommend documenting the damage with photographs before opening it.

If the product itself is damaged or does not function correctly upon delivery, please contact us as soon as reasonably possible and provide photographs and/or other relevant information where available.

We will assess the issue and provide an appropriate solution in accordance with our Warranty & Returns Policy and applicable consumer law.

You are not required to accept responsibility for transport damage merely because the damage occurred while the product was in the possession of the carrier.

9. Failed delivery

Please ensure that someone is available to receive the shipment where required and that the delivery address and contact information are correct.

If a carrier cannot deliver the package because of an incorrect address, refusal of delivery, failure to respond to a delivery request, or another circumstance attributable to the customer, additional delivery or return costs may arise.

Where such costs are legally recoverable from you, we may charge these costs to you.

We will always seek to resolve failed deliveries reasonably and in cooperation with you.

10. Multiple packages

For larger orders, we may divide the shipment into multiple packages.

Each package may have its own tracking number and may be delivered separately.

The delivery of one package does not necessarily mean that the entire order has been delivered.

If one or more packages are missing, please contact us so that we can investigate the shipment.

11. Force majeure

We are not responsible for delays or failures to perform our obligations to the extent that these are caused by circumstances beyond our reasonable control and which could not reasonably have been prevented or overcome.

Such circumstances may include, where applicable:

• natural disasters;
• extreme weather;
• war, terrorism or civil unrest;
• government measures or restrictions;
• strikes or other major labour disruptions;
• widespread transport disruptions;
• significant disruptions to ports, airports or international logistics networks;
• major interruptions to energy, telecommunications or infrastructure;
• customs restrictions or government actions;
• and other events that qualify as force majeure under applicable law.

We will make reasonable efforts to minimise the effects of such circumstances and to resume performance as soon as reasonably possible.

Force majeure does not affect any mandatory consumer rights that cannot legally be excluded or limited.

12. Delivery deadlines and consumer rights

We provide the applicable estimated or agreed delivery period before or at the time of purchase.

If no specific delivery period has been agreed, applicable consumer law may require delivery within the statutory period.

Where EU consumer law applies, goods generally must be delivered within the agreed period or, if no different period has been agreed, within 30 days. Specific rights may apply where delivery is late.

Nothing in this Shipping & Delivery Policy is intended to limit or exclude your mandatory statutory consumer rights.

13. Contact

If you have questions about your shipment, delivery, customs clearance or tracking information, please contact us using the contact details provided on our website.

When contacting us about an existing shipment, please include your #ordernumber and #trackingnumber where available.