Shipping policy

Shipping

Our online shop exclusively serves customers within Germany, with all products shipped from our warehouse. We offer FREE SHIPPING within Germany.

It will approximately take 2 business days to process your order. Our warehouse ships Monday to Friday, excluding public holidays and weekends. You will receive our confirmation e-mail with your tracking link once your order has been shipped.

Please note that if you provide us with incomplete or inaccurate addresses, or if there are unverified order details, it may delay the shipping process. Please be so kind to review your shipping and billing information prior to checking out to avoid any process problems. 

Upon delivery to your shipping address, a signature may be required. Most packages are delivered to the mailbox or front door of the address provided. We recommend to input a shipping address where you or a trusted person will be able to accept the package.

Delivery Information:

We are pleased to offer shipping exclusively within Germany. All orders are shipped from our warehouse in Germany. The estimated delivery time withing Germany: 2-3 business days.

Please note that these are estimated delivery times and may vary slightly due to external factors such as public holidays or customs delays. We strive to fulfill all orders within the specified timeframes.

 

TRACKING YOUR ORDER

You will receive our confirmation e-mail when your order has been processed, which can take up to 24 hours or more. A second e-mail will be sent once your order has been shipped from our warehouse. This e-mail will include your shipping tracking number as well as a link to follow the delivery path of your package. In case there ever is a problem with your tracking number or package delivery, please be so kind to contact the courier service directly. It can take 2-4 days for the tracking information to be visible. In some rare case, the tracking information may not update but you will still receive your order.

 

DISCLAIMER WRONG ADDRESS

Our client is responsible to provide The Heart Company with the correct shipping address. In order to accelerate processing and shipping times, there is a very small time gap to change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at info@theheartcompany.co immediately after noticing. Our customer service team will always do their best to change your data but we still cannot guarantee that we will be able to stop the process.

If it is too late for our team to cancel your order, you can return your order to us once you have received it. For more information on how to return your order please refer to our return policy

 

RETURNS

You are responsible for the return shipping cost back to The Heart Company warehouse partner. Please check our return policy for information about how to correctly return your order.

 

DELIVERED BUT NOT RECEIVED

All our shipments have tracking with delivery confirmation. When the tracking information confirms that your package has been delivered to the provided shipping address but you have not received your item, please contact the courier service directly to check this problem. 

  

EUROPEAN UNION VALUE-ADDED TAXES (VAT)

Please note that The Heart Company currently charges the German rate of 19% VAT on all orders shipped to a country within the European Union (EU) according to the long distance selling regulation of the European Union (EU). The Heart Company in no way benefits from the VAT and directly pays the VAT to the government.

 

INFORMATION ABOUT INTERNATIONAL SHIPMENT REQUESTS

Our online shop currently only offers shipping within Germany.