Shipping Policy

Shipping Policy Where do the packages ship from?

Most packages are dispatched from China, while some popular products are shipped from our warehouses in Poland, Spain, or through Amazon Germany.

When will you ship the item?

We aim to ship the item within 2-3 business days and will provide the tracking number as soon as possible. However, the delivery time can vary based on local delivery speeds and customs clearance which are beyond our control. The estimated time of arrival is 6-12 working days. Please note that delivery may take longer in the case of natural disasters or other unforeseen factors.

Where can we ship to?

We can ship to Germany, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Switzerland, Turkey, Denmark, France, Spain, Italy, and the United Kingdom. We are unable to ship to BFPO/POBOX addresses and remote areas.

Note: Customers in Norway and Turkey are required to provide a TAX NUMBER; otherwise, our logistics partners cannot create a shipping label.

Can you declare the parcel as a gift?

We are unable to declare parcels as gifts for customs purposes.

VAT or import tax included?

We do not include VAT or import tax in our product prices as customs policies vary by country. While we cannot guarantee tax exemption, we will endeavor to declare the value of the products reasonably. Should customs contact you, we are available to offer suggestions if needed.

If you have any further inquiries, please feel free to contact us at admin@keyleuchtenden.com, thank you.

Additional notice about shipping

The successful delivery of your order is your responsibility. There are several scenarios in which a parcel may be returned to the warehouse in the country of origin:

  • Should customs hold your parcel, we will contact you as soon as possible. If you fail to provide the required information (such as tax payment) within 48 HOURS, the parcel will be returned. Additional shipping fees may apply for re-shipment. If you choose not to receive the parcel, you will be responsible for the cost of return shipping. Refunds will be issued for the retail price only (excluding any additional shipping costs from the original order) after deducting return shipping costs.

  • If there is an issue with the delivery address or phone number provided, we will contact you promptly. Failure to respond in a timely manner may result in undelivered parcels and additional costs for re-delivery.

  • After receiving the product, if you wish to return it for reasons not related to product quality, you must initiate the return within 7 days of receiving it. You will need to cover the return shipping costs. Upon receipt of the returned product at our warehouse, we will issue a refund through Stripe for the cost of the product only.

  • If the order status shows "Delivered" for more than 1 (one) month on the courier's website and the details are subsequently deleted, no compensation will be provided by the courier. Therefore, we cannot offer a refund if you do not request an investigation of the parcel via email within one month of it being marked as "Delivered."

  • To prevent returns, it is essential that customers provide their full name on the information form. Customers will be responsible for the cost of return shipments if the name provided is incomplete.

For additional questions, please email us at admin@keyleuchtenden.com