Terms of Service

Payment and Pricing

Available payment options: Paypal, SEPA, Stripe, Credit Card and bank transfer.
Checkout will be in Euro(€).

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

Depending on the total value of your order, import taxes may occur for orders 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.
Customs duty is not applied on goods sold and received within the European Union.


Shipping and Handling

PLEASE NOTE: Due to the ongoing COVID-19 pandemic, both domestic and international delivery times are no longer guaranteed!
Shipping costs will be calculated during the checkout. International orders are very welcome and automatically shipped tracked.
All  items come in either padded envelopes or shipping boxes and are securely sealed. The shipping carrier for national and international orders are Deutsche Post or DHL.
Please allow 1-3 business days for processing before shipment.

Shipping options:
Germany:
Free standard shipping on national orders over 30€.
Up to 0,5kg – Standard Mail: 2,20€
Up to 1kg – Standard Mail: 2,60€
Up to 2kg – DHL Small Parcel: 4,99€
Up to 5kg – DHL Parcel: 5,99€ (tracked and insu
red)

EU:
Up to 0,5kg – 
Registered Mail: 7,50€ (tracked and insured)
Up to 1kg – Registered Mail: 11,00€ (tracked and insured)
Up to 2kg – Registered Mail: 22,60€ (tracked and insured)

International:
Up to 0,5kg – 
Registered Mail: 6,70€ (tracked and insured)
Up to 1kg – Registered Mail: 10,40€ (tracked and insured)
Up to 2kg – Registered Mail: 20,90€ (tracked and insured)

There are a few locations to where tracked shipping isn’t possible. The countries in question will use recorded delivery, or signed for delivery as it’s often called. The courier will collect a signature from the recipient as proof of delivery and the package is insured.


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.

We can’t be held responsible for lost, stolen, misplaced, delayed or damaged orders by the carrier after dispatch. 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.


Returns, Exchange & Right of Withdrawal

To exercise the right of withdrawal 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 data 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 21 days of delivery. The item costs 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 full returns or exchanges for:

• Custom or personalized 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 no payment has been initiated a request of cancellation can be made within 24 hours of ordering.
Cancellation after received payment and before shipping is also possible, but a small fee of 0,50€ will be kept to cover the refund processing fee of Paypal.

If you receive an incorrect, or otherwise defective or damaged item unrelated to carrier damage, please document the damage and get in contact via contact @ pen-winter.com as soon as possible. It is possible to arrange for a partial or full refund, or to send you a replacement order.


Contact

contact @ pen-winter.com