Shipping policy
1. General Shipping Information
We ship our products within Germany and the EU. Shipping is handled by DHL or UPS, and processing typically takes 5 to 7 business days.
2. Shipping Costs & Delivery Options
Standard shipping within Germany: 5.99 € – Delivery time approx. 5 to 7 business days.
Shipping within the EU: 10.90 € – Delivery time approx. 5 to 10 business days.
Free shipping: For orders of 80 € or more within Germany, and 100 € or more within the EU.
3. Delivery Times
Delivery times vary depending on the destination and shipping option.
Standard shipping: approx. 5 to 7 business days.
Please note that there are no deliveries on Sundays and public holidays. Delays caused by external factors (e.g., customs clearance) are beyond our control.
Thank you for your understanding! If you have any questions about your order, please feel free to contact us via our contact form or by email at contact@nekodesu.de.
4. Tracking
Once your order has been shipped, you will receive a tracking number via email, which you can use to track the status of your order at any time.
5. Damaged or Lost Orders
If your package arrives damaged or is lost in transit, please contact us immediately at contact@nekodesu.de.
Damaged goods: Please send us photos of the damaged items and the packaging as soon as possible so we can find a solution.
Lost packages: If your order has not arrived after 20 days, please contact us. We will check the status with the shipping carrier and arrange for a replacement or refund if necessary.
6. Returns & Complaints
Returns are accepted within 14 days. Please contact us in advance at contact@nekodesu.de to arrange a return.
Return shipping is free for you.
Items must be returned unused and in their original packaging.
You can find further details in our Return Policy.
If your order arrives damaged or with manufacturing defects, please contact us as soon as possible, no later than 30 days from the shipping date (contact@nekodesu.de).
Please send us photos of the damaged/defective item and let us know whether you would like a refund or a replacement. We will review your request as soon as possible and take the appropriate action.