Shipping policy

Payment and Shipping

The following conditions apply:

We ship within Germany and to the following countries: Belgium, Ireland, the Netherlands.

If a parcel is refused or not collected without a prior withdrawal and is returned to us, the actual return shipping costs incurred may be deducted from the refund amount. For more information, please see our Terms and Conditions.

Shipping Costs & Delivery Times (incl. statutory VAT)

Domestic (Germany): Flat rate of €4.99 per order, free shipping from €100.00. Delivery time: 3–5 business days after contract conclusion or receipt of payment.

EU (Belgium, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary): Flat rate of €4.99 per order, free shipping from €100.00. Delivery time: 5–8 business days after contract conclusion or receipt of payment.

For products personalised to your specifications, you will first receive a proof for approval within 3–5 business days; delivery takes place within 7 business days after you approve the proof, unless stated otherwise in the offer. No delivery takes place on Sundays or public holidays. If your order contains items with different delivery times, all items will be shipped together, based on the item with the longest delivery time.

Accepted Payment Methods

Via PayPal Checkout: PayPal, PayPal Express

Via Shopify Payments: Credit/debit card, Shop Pay, Apple Pay, Google Pay

Returns

The statutory right of withdrawal applies to your order. Please note: for products personalised to your specifications, there is no right of withdrawal under this policy — unless the item arrives defective or damaged (see below).

How to return an item:

  1. Notify us of your withdrawal by email to info@klugino.com, including your order number.
  2. We will then send you the return address.
  3. Please return the item in its original, unused condition, if possible in its original packaging, and packed securely enough that it is not damaged in transit.
  4. Take the parcel to a shipping provider of your choice and send it to the address we provide.
  5. Keep your proof of postage or tracking number until your refund has been processed.

You bear the direct cost of the return shipment when exercising your right of withdrawal. Once we have received and inspected the item, we will refund the purchase price and the original standard delivery costs — no later than 14 days after we receive the item or proof of return. If parts are missing or the item is damaged due to insufficient packaging, we reserve the right to deduct reasonable compensation for the loss in value from the refund amount.

Damaged or Defective Items on Arrival

If your order arrives damaged or defective, please contact us with photos at info@klugino.com — this helps us process your case quickly (a delayed report does not affect your statutory warranty rights). In this case, we cover the return shipping costs and will refund the full purchase price including original shipping costs, or send a replacement item on request.

Feel free to let us know the reason for your return by email, so we can keep improving.

Contact

If you have any questions, you can reach us at info@klugino.com or via the contact details in our legal notice (Impressum).