Terms and Conditions

Payment Methods and Pricing

Available payment options are: Paypal, SEPA, Sofort, Direkt Debit and Credit Card (via stripe or Paypal).
Checkout will be in Euro(€).

Listed prices are final, plus shipping. VAT is not charged according §19 UStG (small business).

Depending on the total value of your order, import taxes may occur for packages that go outside of the EU. Please keep that in mind prior to placing your order. These charges will typically be due once the shipped goods arrive at the country of destination. We are not responsible for any customs fees, taxes or clearance charges required by your country for importing goods. Charges vary around the world and we can not give an estimate of the cost. Please speak to your local postal or customs office for more information.


Shipping and Handling

Even though shipping times are mostly back to normal, the ongoing COVID-19 pandemic can still effect some routes thus delivery times can slightly vary from regular estimates.

Shipping costs will be calculated by weight and item size during the checkout. International orders are very welcome and are automatically shipped with tracking in most cases. The shipping carriers for national and international orders are Deutsche Post or DHL. Please allow 1-3 business days for processing before shipment.

There are a few locations to where tracked shipping isn’t offered by either Deutsche Post or DHL. I will message you in case you are in one of these few locations.

GermanyXSS M (up to 1kg) L (up to 5kg)
Standard Mail
(Warenpost)
1,50€2,20€
DHL Parcel
(Tracked and insured)
4,99€4,99€6,50€
EU + InternationalShipping PriceTracking
Letter mailup to 1cm height2,20€none
Small Package up to 0,1kg6,50€included
up to 0,2kg7,00€included
up to 0,3kg8,50€included
up to 0,4kg10,00€included
Medium Packageup to 1kg16,50€included

Estimated shipping times:
Germany: 2-5 business days
Europe: 1-2 weeks
International/Overseas: 1-4 weeks
These estimates are based on average delivery data provided by Deutsche Post, and past experience. Busy periods such as holidays or customs may cause delays out of our control.

If a non tracked shipping method was chosen; we can’t be held responsible for lost, stolen, misplaced, delayed or damaged orders by the carrier after dispatch. If possible we will file an investigation inquiry.

We will assist you with the tracking status and contacting the carrier to issue tracing of the mail if your order appears to be lost. In most cases a delivery was attempted, and your package is waiting for you at your local post office. If an order is returned to us for some reason, like due to an incomplete address provided to us, we are not liable. We can offer you two options: 1.) a refund of the item price, minus shipping cost or 2.) to re-ship the item, providing that you handle the cost. So please carefully review the order confirmation to make sure your address is correct.


Right of Rescission, Returns, Refunds and Cancellation

If no payment has been initiated a request of cancellation can be made within 12 hours of ordering.

To exercise the right of rescission of a contract, an unmistakeable statement has to made in written form within 14 days without the need to state a reason to the contact stated below.
The time limit for withdrawal starts upon the day the customer, or a third party named by you, acquires physical possession of the items. Please ship items back within 14 days after your notification of withdrawal.
The order total can be refunded, provided the item has been returned on your costs.

Please note that we can only accept returned goods in the original condition and must be free from signs of use for a full refund.
Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns, full refunds or exchanges for:

• Custom or personalised orders
• Services if the performance has begun at expressed consent
• Digital goods and downloads

Please contact us if you have any problems with your order.

If you receive an incorrect, or otherwise defective or damaged item unrelated to carrier damage, please document the damage and contact us as soon as possible. It is possible to arrange for a partial or full refund, or to send you a replacement.


Contact

contact @ pen-winter.com