Warenkorb

Versand

1. General Information

We are committed to ensuring a smooth and satisfactory delivery experience for our customers in compliance with German laws and EU consumer rights. This policy outlines the terms and conditions for shipping pottery items from our studio in Berlin. Classes, Memberships and Services are not shipped, these are physical services that are provided on location at Wheelhaus Studio GmbH. Shipping information provided pertains only to physical products produced at Wheelhaus Studio GmbH.

2. Shipping Destinations and Rates

We currently ship within Germany and the European Union. For orders outside these regions, please contact us directly.

3. Processing and Handling Time

Orders are typically processed within 1-3 business days. As a small studio, each item is handmade, and some pieces may require up to 6 weeks for completion before shipping. Any anticipated delay will be communicated at checkout or via email.

4. Delivery Time

  • Germany: 2-4 business days after processing.
  • European Union: 5-10 business days after processing.

Please note that delivery times may vary due to carrier schedules, especially during peak seasons or unforeseen circumstances.

5. Packaging

Each item is carefully packaged to prevent damage during transit. Our packaging is compliant with Germany’s VerpackG (Packaging Act), which mandates eco-friendly and recyclable materials. Damaged or broken items must be reported immediately (see Returns).

6. Carrier and Tracking

We primarily use DHL and Deutsche Post for shipping, with tracking numbers provided for all shipments to monitor delivery status.

7. International Shipping Duties and Taxes

For orders shipped outside the European Union, please note that additional taxes, customs duties, and fees may apply upon delivery, as per the laws in the recipient’s country. These charges are the buyer’s responsibility.

8. Returns, Damages, and Refunds

Under German law (BGB § 355), customers have the right to withdraw from their purchase within 14 days of receiving the item. To initiate a return, please email our customer service with the order details.

  • Damaged or Broken Items: If an item arrives damaged, please email us within 7 days with photos. We will either replace the item or issue a refund as per your preference.
  • Refund Processing: Refunds for returns and cancellations are processed within 14 days after we receive the returned item, in compliance with § 357 BGB (German Civil Code).

9. Additional Information

  • Shipping Delays: Delays caused by courier service or customs are beyond our control.
  • Non-delivery: If an item is returned due to incorrect address details, the buyer is responsible for re-shipment costs.