Delivery

Your pack shipment

Packages are generally dispatched within 2 days after receipt of payment and are shipped with tracking. 

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to the total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are amply sized and your items are well-protected.

• Do you ship to my country?

We deliver to almost all countries in Europe. 

To find out if we deliver to your country, please look to see if it is an option in the address country drop-down list. If you do not see your delivery destination, we are unable to deliver to this country.

• How much is shipping?

For shipping rates and estimated arrival times please consult the following table.

Europe Zone A: Austria, Czech Republic, Germany, Hungary, Poland, Slovakia, Spain, United Kingdom

Europe Zone B: Belgium, France, Italy, Luxemburg, Monaco, Netherlands, San Marino, Switzerland, Vatican City State, Greece, Cyprus

Europe Zone C: Rest of Europe

• How long does shipping take?

Post Service: For shipments to EU delivery time is 4 – 10 days

Courrier: For shipments to EU delivery time is 2 – 3 days. For shipments outside the EU allow 4 – 8 days. 

• Can I change the shipping address?

We do not offer the possibility to change the address after the order has been placed, through our website. However if you contact us quick enough before the warehouse has shipped the order, it may be possible to change the address. However we do not guarantee that we will be able to satisfy your request.

• Can I track my parcel?

Yes, all the shipments come with the tracking number. As soon as the order is shipped, you will receive an email with instructions about tracking your parcel.

• Do I pay customs & import charges if I live outside the EU?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

• What couriers do you use for shipping?

Depending on where you are located, we use various carriers for the delivery of your order.

In any way, we always go for the cheapest, fastest, and most environmentally friendly way to get your parcel safely to your home address.

• Do you ship to PO Box addresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

• What if I'm not home when it's delivered?

Most carriers involved will email or text a 1-hour delivery window on the day of delivery. Should you be unavailable to sign for the parcel you can select from a number of options including, collection from Depot, leave in a safe place, deliver with a neighbor. Please note, some carriers may attempt delivery with a neighbor if you have not responded to your text message.  If they attempt delivery and you are not available they will leave a card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to us.

• How do I know if my item has been dispatched?

You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.

• Customs have asked me for further information. What should I do?

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs, then please contact our Customer Service team with your order number and tracking number using the details below. We will do our very best to help resolve the matter as swiftly as possible.