Shipping Policy
Payment Methods (Now Accepting Bitcoin!)
Traditional Methods
Payments accepted: bank wire transfers (SWIFT/MT103), Letters of Credit (irrevocable, confirmed), and LC drafts. Standard terms include 30% deposit upon FCO acceptance and balance payment against B/L submission.
Bitcoin Acceptance
We now accepts Bitcoin under the following protocol:
Price Benchmarking: Pricing remains in USD or BRL; BTC equivalent uses spot rate at invoice.
Payment Timing: Balance becomes payable once scanned shipping documents are issued.
Crypto Gateway: Customers use our custodian-integrated crypto portal. After confirming rate, address, and amount, payment is executed.
Confirmation & Settlement: Funds are verified on-chain, then converted and settled with our accounts. Received within 1–2 business days.
Receipt & Compliance: Customer receives receipt and payment confirmation. Invoice updated to reflect BTC transaction.
EX-WORKS Discount
Buyers who opt for EX-WORKS may receive up to a US $100/MT discount, applicable to both fiat and crypto payments .
Operational Policies
a) Scope & Hours of Operation
Operating Hours: Monday to Friday, 9:00 – 18:00 CET; Saturday, 10:00 – 14:00 CET; closed Sundays and public holidays.
Customer Service: Available via email and chat during operating hours. Messages outside these times are responded to within two business days.
b) Order Processing & Fulfillment
Orders are processed within 24–48 business hours of placement—excluding weekends and holidays.
Processing includes verifying payment, checking stock, and preparing goods for shipment.
We aim to ship domestic orders within 3 business days; international orders within 5 business days.
c) Inventory & Availability
Stock levels displayed on the site reflect real-time inventory. If an item is out of stock despite appearing available, we alert you immediately and offer alternatives, a backorder, or a full refund.
d) Quality Assurance
All items undergo inspection before shipping. Damaged or defective products are not shipped.
Photos and product descriptions are kept up to date; any significant changes prompt immediate updates.
e) Privacy & Data Protection
We collect only necessary information: name, address, email, phone.
Data usage is strictly for order handling, delivery, and occasional customer updates.
We comply with GDPR (General Data Protection Regulation). You can request your data or deletion anytime.
f) Safety & Sustainability
Packaging materials are eco-friendly and recyclable.
We follow safety protocols in handling goods and employ masked, sanitized facilities.
Shipping Policy
a) Shipping Regions & Carriers
Domestic (Germany): DHL or Hermes, insured standard delivery.
EU-wide: DHL, DPD, or GLS with tracking and basic insurance.
Worldwide: Selected carriers (DHL International, FedEx, UPS), depending on the destination.
b) Shipping Fees & Delivery Estimates
Domestic: €4.90 flat-rate or free for orders over €100.
EU: €9.90 flat-rate or free for orders over €150.
International (outside EU): €19.90 flat-rate.
Delivery Times (after processing):
Domestic: 2–4 business days
EU: 4–7 business days
Worldwide: 7–14 business days (customs delays possible)
c) Tracking & Updates
Tracking number provided via email once the order is shipped.
Regular status updates sent during transit.
d) Customs, Duties & Taxes
EU orders: VAT included in the checkout price.
Non‑EU orders: Customer responsible for customs duties or import taxes. Additional charges not prepaid by us.
e) Lost or Damaged Shipments
For domestic/EU: fully refundable or expedited reshipment for lost/damaged items.
For international: we assist with claims, but coverage depends on the carrier’s policy.
f) Address Accuracy
Customers must ensure delivery details are correct.
Changes after dispatch may incur an additional fee.
Failed deliveries (e.g., sender return due to wrong address) will be re‑shipped upon confirmation and additional postage payment.
Refund Policy
a) Refund Eligibility
Refunds granted if:
An item arrives faulty or damaged upon delivery.
We’re unable to fulfill the order (e.g., stock discrepancy).
Customer cancels within 14 days of delivery (see below).
b) Refund Timeframes
Approved refunds are processed within 14 business days.
Refunds are credited to the original payment method (except when otherwise requested).
c) Refund Amount
Full price paid, including VAT.
Initial shipping costs only refunded if the error was ours (e.g., wrong/damaged item).
Return shipping costs borne by the customer, except in cases of defect.
d) Non-Refundable Items
Certain items may not be refundable if explicitly stated (e.g., hygiene-sensitive or tailored products). These items are otherwise clearly labeled at purchase.
Cancellation / Return / Exchange Policy
Cancellation/Return/Exchange Policy
a) Cancellations (Before Shipping)
Orders may be canceled free of charge within 24 hours of placement, unless already shipped.
After 24 hours, cancellation depends on processing stage; if shipping has begun, the order becomes subject to return policy.
b) Returns & Exchanges (After Delivery)
Return window: 14 calendar days after receipt.
Items must be unused, in original packaging, with all tags and seals intact.
c) Return Process
Email customer service with order number and reason.
Return authorization and instructions provided.
Customer ships item back within 7 days using a tracked method.
Item inspected.
If approved, exchange is dispatched (if requested) or refund issued within 14 days.
Ineligible returns (damaged or used items) are returned to sender; shipping costs are at the customer’s expense.
d) Exchange Requests
If exchanging for a different variant (size, color), shipping for the new item is free domestic/EU.
Exchanges outside Germany/EU are subject to international shipping fees both ways.
e) Return Exceptions
Non-returnable: perishable goods, downloadable digital products, hygiene-sensitive items, or items marked non-returnable at purchase.