Shipping policy

WHAT IS THE DELIVERY TIME & COST?

 DELIVERY METHOD TIME COST
Standard Home delivery with HERMES 2-4 calendar days (excluding Sunday) €4.99

 

WHERE IS MY ORDER?

Once the payment is confirmed and the order is fulfilled by us, you will receive an email with the delivery tracking number. Click on it will redirect you to the courier website (HERMES) to see detailed packet location and delivery status.

You can also visit HERMES website and copy/paste the tracking number assigned to your order.

NOT HOME AT THE TIME OF THE DELIVERY?

You can be in charge of your delivery by using the tracking link from the shipping email from HERMES. You could try to redirect your package to your neighbor, a collection point near you or reschedule the delivery date.

WRONG DELIVERY ADDRESS OR DIFFERENT NAME ON THE DOOR? 

When you’ve made a small address mistake (such as a missing house number), HERMES will deliver your package at a pick-up point near you. The same goes for when the name on your package doesn’t match the door nameplate. If this happens to your order, DHL will email you when and where you can pick it up. Don’t forget to bring your ID.

DELIVERY RULES & RESTRICTIONS

  • We only ship within Germany.
  • Our delivery service runs from Monday – Saturday
  • Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays in the EU and Germany.
  • Delivery time varies depending on the type of products purchased, your address, and the method you choose. During sale and promotion periods delivery might take a little longer than expected.
  • You will receive a notification in case of cancellation or difficulties with processing your order shortly after the issue is identified.
  • Orders placed on or 1 day before a public holiday may take longer to be delivered.

HOW DO I CHECK MY ORDER?

Check the status of your order via the email you received when completed the order.

If you still find it difficult, contact us via chat with your order number and email address. We will help you!

HOW DO I CHECK MY DELIVERY STATUS?

Visit HERMES website and copy/paste the tracking number assigned to your order.

WHAT IF I MISSED DELIVERY OF MY PACKAGE?

Your package might:  
  • Get delivered tomorrow. Most carriers come back the following day to try it another time. Discover the next delivery attempt online with your track and trace number. Or contact the carrier to schedule a new delivery date and time.  
  • Be waiting for you at a collection point nearby. If so, you'll find a notification card in your postbox. Make sure you bring an ID card along with your notification card when you want to pick it up. Your package will be kept there for 7 days before it will be sent back to us.

WHAT HAPPENS WHEN THERE’S AN ADDRESS MISTAKE OR THE NAME ON THE DOOR IS DIFFERENT?


When you’ve made a small address mistake (such as a missing house number), HERMES will deliver your package at a pick-up point near you. The same goes for when the name on your package doesn’t match the door nameplate. If this happens to your order, HERMES will email you when and where you can pick it up. Don’t forget to bring your ID.

HAVEN'T YOU RECEIVED A NOTIFICATION CARD FROM YOUR CARRIER?

Check the track and trace number or contact the carrier.
 
Never miss another delivery; here's a tip for your next delivery.
Keep an eye out for the track & trace email from the carrier and use their service to redirect or reschedule your delivery. Most of the carriers offer you the options to adjust the delivery date, redirect your package to a collection point or to drop it off at your neighbors.

WHAT IF I RECEIVED THE WRONG PRODUCT?

You placed your order from our online shop and received the wrong item. That is very inconvenient, and we apologize in case this happens! We ask you to return the item for a refund, and then re-order the item again, as we unfortunately cannot arrange a swap.

For any other situations, feel free to contact us via chat. We will make sure to help you immediately.

WHY CAN'T YOU SHIP MY ORDER?

Here are a few possible causes:
  • The product(s) you ordered are out of stock.
  • You live in a remote area, and we cannot deliver there.
  • A payment issue might have occurred when you placed the order.

WHAT TO DO IF I HAVEN'T RECEIVED MY PACKAGE?

Visit HERMES website and copy/paste the tracking number assigned to your order. Try to understand if that is related to a delivery issue.

For any other possible causes, we are here to help you, just write us on chat.