What are the shipping and delivery times?
Shipping service provider for standard shipping:
All countries: DHL
After receiving of your order it usually takes 1-3 working days until your order is processed and handed over to our shipping service provider. Once you have received a shipping confirmation from us, your order should arrive within 2-4 business days in Germany. Shipping to other European countries within 5 working days and worldwide - excluding customs clearance - within 5-7 working days.
Please note: On special occasions such as Black Friday, Christmas, Valentine's Day or Mother's Day, the processing of your order may take up to 5-7 working days plus shipping if the volume is particularly high.
What is a priority order and do you offer express shipping?
In case of priority orders, your package will be prioritized and packed by our logistics staff on the same day and prepared for shipment even faster, provided that the order is received by 12:00 noon on working days. Therefore, your package should be with you one day earlier. Deliveries within Germany usually take 1-2 business days, express deliveries to France, Italy and Poland are delivered within 2-3 business days if the orders are received in our system before 10:00 on weekdays. Delivery to very remote areas, as well as islands usually takes 1-2 business days longer.
Express deliveries are offered by UPS. In this case, your order will be processed priosized from our warehouse and packed and handed over to our delivery partner on the same day, provided that the order is received by us on working days before 12:00 noon. Express shipping within Germany is done on the next business day, express shipments to France, Italy and Poland are delivered within 2-3 business days if the orders are received in our system before 10:00 am on weekdays. Express shipping to very remote areas, as well as islands usually takes 1-2 more business days. Please note that UPS does not deliver on Saturdays and Sundays.
Will my parcel arrive before Christmas?
Every order placed before the 15th of December should arrive in time for the holidays. If you choose express delivery, we can promise that your order arrives on time if you place it until the 17th of December.
Can I track my order?
Yes, you can. Once the order is on the way to you, you will receive a shipping confirmation. You can simply click on "Follow my order" to land on the Order summary page. Just below the map which shows your delivery address, you can see with which carrier your order has been shipped and its tracking number. Click on the tracking number and you will be automatically redirected to the respective page of the shipping service provider to read through all the parcel status updates.
How much is the shipping?
We ship all orders from Germany. For this reason there are no customs duties or import taxes within the EU.
For orders outside of the EU extra charges can apply.
Please note that depending on the country, there are different regulations regarding customs duties or import sales tax. These fees go 100% to the customs of the respective receiving country and must be covered from the customer.
If you refuse to accept the order, the fees will still be charged. These fees will be deducted from your credit in case of a return shipment by UPS or DHL.
We do not ship to the United Kingdom, Canada, Canary Islands, French Guiana, French Polynesia, Guadeloupe, Martinique, Mayotte, Réunion, St. Martin Island, Virgin Islands, Minor Outlying Islands of the USA and the USA.
Land Versandkosten Versandkostenfrei Deutschland 3,90€ ab 40€ Österreich, Italien 5,90€ ab 50€ Polen 3,99€ ab 42€ Frankreich 7,50€ ab 65€ Belgien, Niederlande 6,90€ ab 50€ Luxemburg 9,90€ ab 100€ Spanien, Ungarn, Tschechien, Lichtenstein, Schweiz 19,90€ ab 100€ Dänemark, Finnland, Norwegen 23,90€ ab 120€ Schweden, Estland, Lettland 23,90€ ab 120€ Litauen, Monaco, Portugal, Irland 23,90€ ab 120€ Slowenien, Slowakei 23,90€ ab 120€ Malta, Kroatien, Rumänien, Zypern 49,90€ ab 190€ San Marino, Andorra, Bulgarien 49,90€ ab 190€ Griechenland 49,90€ ab 190€ Australien, Afrika, Asien 84,90€ ab 290€ Südamerika, Ozeanien 84,90€ ab 290€
Can I use a relay station for the delivery?
Yes, you can. In order to do that, just simply put in your name in the first line. In the second line insert your DHL post number and in the third line, instead of the street, put simply "Packstation". Instead of the house number, use the relay station's number. So for example where the street name usually is, you will have "Packstation 123".
I have chosen as delivery location the drop-off at a spot of my choice ("Ablageort"); what is the difference with a regular delivery?
If you decide to deliver your parcel at a spot of your choice at the provided address (e.g. terrace or garage) please make sure that the selected location is safe. Delivery to the place of your choice is at your own risk. If the parcel cannot be found at the place of your choice, neither FAYNT nor DHL will cover the losses. Please contact us to find a solution for individual cases.
My package arrived damaged on delivery, do I have to accept it?
If at the delivery you see that your parcel is severely damaged, please refuse to accept it and let the package go back to our warehouse.
However, if you accepted a damaged parcel, please check if also the products contained in it are damaged. If this is the case, please proceed with a claim following the instructions here:
What can I do if my package is returned to sender?
If you see in the tracking that your package has been returned to sender, it is possible that your address is incorrect or incomplete. Please contact us via our helpdesk by selecting "Where is my order?". Please provide us with your order number and your complete address (the name of the recipient must be identical to the name on the mailbox) - we will then arrange a new shipment.