Shipping Policy
Introduction
This policy contains details of the delivery methods, periods, and charges that apply to orders for our products made through our website. This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.
Free delivery
The delivery charges limit for free delivery is shown in the table above.
Weight of the package
The weight of each package would not exceed more than 25 Kg. If an order contains items of weight more than 25 Kg, we will ship in multiple packages and customers will receive a single order in multiple packages.
Delivery methods and periods
Delivery charges will be calculated by our website or App and automatically applied to your order during the checkout process. Applicable delivery charges will depend upon the delivery method and delivery partner you select, the location of the delivery address, and the size and weight of the products in your order.
All orders placed before 11:00 pm on a working day will be dispatched the same day. Any orders placed after 11:00 will be dispatched the next working day. This might change in some circumstances based on our discretion. Once an order is placed a confirmation mail will be sent to the customer's email. Depending upon the work volume it may take a few working hours to generate the invoice or bill and then it would be sent via email. Order will now show approved status and is ready to be dispatched.
Delivery tracking and Timeline
Delivery tracking is available in respect of all orders for our products. Customers in Germany can choose their delivery partner and usually all deliveries are fulfilled within 1 to 3 working days.
We currently use DPD and DHL for all deliveries in Germany. In emergency cases the carrier is selected based on our discretion.
Receipt and signature
All deliveries must be received in person at the delivery address, and a signature must be provided.
Collection
If your products remain undelivered, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection. They normally leave the parcel with a neighbor or at the closest packet centre.
In case no card is left, the carrier's website is usually updated with the pickup time and location. In such cases, a proof of address (normally in Germany an “Anmeldung” Certificate) and passport should be taken for collection. We never guarantee that all packages would be delivered to the customer's proposed address. Sometimes according to the situation, customers may collect the packages from the nearest packet shop.
Delivery problems
If you experience any problems with a delivery, please contact us using the contact details that we publish on our website. If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery even where the initial delivery was free of charge.
An indicative list of the situations where a failure to deliver will be your fault is set out below:
- You provided the wrong address for delivery
- There is a mistake in the address for delivery that was provided
- The address for delivery is not reasonably accessible
- The address for delivery cannot safely be accessed
- If in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery
- If in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
Packet Shop Delivery
If your order is delivered at a packet shop you are requested to pick up the parcel by taking a valid form of ID with your current address (same as delivery address) within 5 working days.