Shipping policy

Shipping Policy

1. Order Processing Times

All orders are processed within 1–3 business days (Monday–Friday, excluding public holidays).
Once your order is shipped, you will receive a confirmation email with tracking information.

During peak periods (sales, holidays, product launches), processing may take slightly longer.


2. Shipping Rates & Delivery Times

Shipping costs are calculated at checkout based on your location.

Typical delivery times:

Germany

  • Standard Shipping: 2–4 business days
  • Express Shipping (if available): 1–2 business days

European Union

  • Standard Shipping: 4–8 business days

International

  • Standard Shipping: 7–21 business days
    Delivery times may vary depending on location and customs processing.


3. Customs, Duties & Taxes

Orders shipped outside the EU may be subject to customs fees, import duties, or taxes, which are determined by your local customs office.

These charges:

  • are not included in our prices or shipping fees
  • are the customer’s responsibility

We are not responsible for delays caused by customs.


4. Tracking Your Order

Once your order has shipped, you will receive an email with tracking details.
Please allow up to 24–48 hours for tracking updates to appear.

If you do not receive tracking information, feel free to contact us.


5. Incorrect or Incomplete Address

Customers are responsible for providing the correct shipping address.
We are not responsible for:

  • lost packages due to incorrect or incomplete addresses
  • additional shipping costs if a package needs to be re-sent

If a parcel is returned to us due to address errors, the customer must pay the cost of re-shipping.


6. Lost or Delayed Shipments

While we do our best to ensure timely delivery, we are not responsible for delays caused by:

  • postal or courier services
  • customs processing
  • unforeseen events (weather, strikes, etc.)

If a package appears lost, contact us so we can open an investigation with the carrier.


7. Damaged Packages

If your order arrives damaged:

  1. Take clear photos of the item and packaging
  2. Contact us within 7 days of delivery

We will assist you with a replacement or refund, depending on the situation.


8. Order Changes & Cancellations

Orders can only be changed or cancelled before they are shipped.
Once your order has been dispatched, we cannot modify or stop the shipment.


9. Contact Us

If you have any questions about shipping, feel free to reach out:
Email: hello@freshpatternscollective.store