Everything is designed, and shipped by one person. So please give me time to reach out. :)
Generally I ship 1-4 days after orders are placed. Orders are shipped out of Hamburg, Germany.
How is the shipping process working?
I work with the DHL, and orders are usually shipped between 1–4 business days after being placed, by registered mail with a tracking number which can be tracked at DHL.
You will receive an email confirmation from Big Cartel (please check inbox/spam folder) with this tracking number once your order has been shipped.
According to DHL approximate arrival times are as follow:
· Germany - 1 to 2 business days. One delivery attempt is made, and if delivery is unsuccessful, a pickup notice is left for the recipient to pickup at the postal office assigned to their zip code. If it is not picked up 7 days after the pickup notice, the package is sent back and a new delivery must be payed.
· Europe - 3 to 6 days
Arrival times are approximate, delays may occur, depending on numerous factors so please place your orders with time, since we cannot be held accountable for any delays once the package is in possession of the postal service. We cannot confirm an arrival date for your order once it’s shipped, since this depends on factors out of our reach. In case the order is not received in the expected timeframe, we ask for your patience, because very occasionally orders have taken up to a month to arrive. Therefore we will wait for a month since shipping date before starting a reclamation.
When placing your order, please check the destination address is correct, because if due to a mistake it cannot be delivered, it will be returned to us and a new shipment must be arranged.
For european orders: We cannot be held responsible for any import duties and extra tax fees charged by your local Customs Office.
How much are shipping costs?
Shipping costs include transport, packaging and handling. We try to keep them as affordable as possible, and they are added directly to your order once you are completing your order in Big Cartel. If you find any error or inconsistency in shipping costs when adding several items to the same order, please contact us and let us know, so we can adjust whatever possible.
Can I personally pickup my order in Hamburg?
If you want to drop by the studio in Hamburg (Subway station: Königstraße) and avoid shipping charges, you can select the shipping method "Pickup" when completing your order at checkout and shipping will be free of charge. Once you receive the automatic purchase confirmation, we will contact you to set a date, and you will be able to drop by personally and pick up your order.
How is my order packed?
We pack your order responsibly and with care, making a conscious use of packaging materials which will depend on the items quantity, size and nature of your order, taking into account the safe arrival of your purchase and using the necessary packaging.
What if my order arrives damaged?
I am so sorry this has happened! Although our orders are packaged and handled with care, I cannot guarantee handling is as careful once it leaves our hands for shipping! If your order is visibly damaged, please email us at [email protected], sending pictures of both the packaging and its contents and we will see how we can solve it.
Can I make a return?
Sorry if you are not satisfied with your order. Please drop us an email and we will try to solve this.
You can return an item up to 14 days after receiving it, and reimbursement will be processed once the item is back at our studio. Shipping costs for returns shall be borne by the customer.
If you have any doubt, please contact me at [email protected] and I will do my best to help you. :)
Thanks for buying and joing the club!