Shipping policy
1. When will my order arrive?
Delivery, including production and shipping, takes 5–8 business days for orders delivered to Germany and Austria. For other countries we ship to, delivery takes 8–12 business days, unless a different delivery time is stated for the individual item.
For these delivery estimates, business days are Monday through Friday, excluding public holidays at our registered business location in Hanover, Germany.
The delivery period begins on the day after the contract is concluded. If you pay in advance by bank transfer, it begins on the day after you instruct your bank to make the payment.
Peak seasons: Around Valentine’s Day, Mother’s Day, Father’s Day, Christmas and Easter, as well as during periods of high order volume, delivery times of 8–14 business days may apply. Our personalized items are individually made according to your specifications. Please therefore provide all required names, dates, text and files completely and accurately. We use the details you submit with your order; we do not check, for example, whether a birth year is personally correct or whether a name is spelled as you intended.
If necessary information is missing or contradictory, we will contact you for clarification. If production is delayed because you do not provide the required information in time despite our request, the delivery period will be extended by the delay actually caused. We will inform you of the revised delivery timeframe.
As orders may enter production shortly after being placed, we cannot guarantee that subsequent requests for changes can be accommodated. Further details are set out in Sections 2.7 and 3 of our Terms and Conditions.
2. Will I receive a tracking number for my order?
Once the shipping label has been created, you will receive your tracking number by email. Please also check your spam folder if necessary.
Tracking information is provided by the shipping carrier and may only become available once the parcel has been handed over and scanned for the first time. Please follow the delivery and collection instructions shown in the tracking information.
If there are any discrepancies concerning delivery, contact us at support@fandfcommerce.com with your order number. We will investigate using the available information and involve our shipping or fulfillment partners where necessary. Section 6.8 of our Terms and Conditions applies to the investigation.
3. What shipping options are available, and how much does shipping cost?
We ship your order with tracking.
The following charges per order apply to standard shipping:
- Germany: €3.95 for a goods value below €50.00. Free standard shipping for a goods value of €50.00 or more.
- Austria and Switzerland: €4.95 for a goods value below €50.00. Free standard shipping for a goods value of €50.00 or more.
- United States: US$3.95 for a goods value below US$50.00. Free standard shipping for a goods value of US$50.00 or more.
The relevant goods value is the amount after any discounts have been deducted, excluding shipping charges. More favorable shipping terms may apply during special promotions. The shipping charges applicable to your order will be displayed before you complete your purchase.
For other delivery countries available in our store, you can find the applicable shipping charges in our shipping rate overview and during checkout.
Free shipping on the original order does not include reshipping required because of an incorrect address or failure to collect the parcel for which you are responsible. The provisions in Sections 6 and 7 below apply in these cases.
4. I would like to send my order directly to the gift recipient. Can you ship the parcel without an invoice?
We send invoices exclusively by email to the email address provided when placing the order. No invoice is included in the parcel, so you can have your order sent directly to the gift recipient.
For cross-border deliveries, legally required customs or shipping documents may contain information about the value of the goods.
5. How will my order be packaged for shipping?
We pack your order in shipping packaging suitable for the individual item to protect it during transit.
6. What happens if my delivery address is incorrect?
You are responsible for providing a complete and correct delivery address when placing your order. Please pay particular attention to address details automatically imported from payment services such as Apple Pay, Google Pay or PayPal.
For business addresses, the recipient’s details and any necessary additional address information, such as the company name or department, must be provided in full.
If you notice an address error after placing your order, contact us as soon as possible at support@fandfcommerce.com. We will check whether a change is still possible. Once the parcel has been handed over to the shipping carrier, we cannot guarantee an address change.
If a parcel cannot be delivered because of an incorrect, incomplete or outdated address for which you are responsible and is returned to us, we will contact you to arrange another delivery.
In this case, the following applies:
Reshipping costs: When reshipping your order, we charge a flat fee of €4.95 for the additional costs caused by the failed delivery, provided that the statutory requirements for a corresponding reimbursement claim are met. You are expressly permitted to prove that we incurred no loss or that the loss was substantially lower. In that case, the fee will be waived or reduced accordingly.
Right of retention: Where the statutory requirements for a right of retention are met, we reserve the right to withhold reshipment until the justified claim for reimbursement of costs has been satisfied.
Rescission: If you fail to fulfill necessary contractual obligations despite being given a reasonable additional period to do so, we reserve the right to rescind the contract, subject to the statutory requirements.
Damages: We reserve the right to claim compensation under statutory provisions for loss caused by a breach of duty for which you are responsible. For individually manufactured goods, this may include production and shipping expenses incurred in vain, insofar as these are recoverable in the specific case. Any expenses saved and any proceeds from alternative use or sale will be taken into account; the same costs will not be charged twice.
These provisions also apply where the original shipping was free. Section 6.2 of our Terms and Conditions also applies.
7. What happens if my parcel is not collected?
If your parcel is left at a post office, parcel shop or parcel locker, please observe the collection deadline stated in the delivery notification or tracking information. Collection periods vary depending on the shipping carrier and the type of collection location.
If the parcel is returned because of a failure to collect it for which you are responsible, the provisions in Section 6 above apply accordingly. This includes, in particular, the €4.95 flat fee for reshipping, your right to prove that no loss or a substantially lower loss was incurred, and our statutory rights of retention, rescission and compensation.
Simply failing to collect a parcel does not terminate the purchase contract and does not, in itself, constitute withdrawal from the contract.
Pursuant to Section 312g(2), point 1 of the German Civil Code (BGB), no statutory right of withdrawal exists for goods made according to your individual specifications or clearly tailored to your personal needs. This exclusion applies regardless of whether production has already begun.
Where a right of withdrawal exists for other goods and is validly exercised, the reversal of the transaction and responsibility for costs are governed by statutory provisions and our instructions on the right of withdrawal.
Tip for DHL deliveries in Germany: Within a few days of the first delivery attempt, you can request a second delivery from DHL free of charge:
👉 Request a second delivery from DHL