Shipping Policy

Order processing

Orders are processed within 1 to 3 business days. Business days are Monday to Friday, excluding German public holidays. Once your order has been dispatched, you receive a confirmation email with a tracking number.

Orders placed on weekends or on a German public holiday are processed on the next business day. During sale periods and new drops, processing can take slightly longer; if we expect a meaningful delay, we will let you know by email.

Shipping rates and free shipping

Every order ships tracked. The rate below is applied automatically at checkout based on your delivery address. Free tracked shipping applies from €150 in Europe and from €200 for long-distance international destinations, calculated on your order subtotal after any discount.

We ship to the destinations listed above. If your country is not served, no shipping method will be offered at checkout and the order cannot be completed. We do not ship to destinations subject to trade restrictions.

Estimated delivery times

Processing and transit are separate. Orders are processed within 1 to 3 business days; the estimates below begin once your order has been dispatched, not when you place it. These are carrier estimates, not guarantees, and customs handling can extend them.

We do not guarantee a delivery date.

Tracking your order

Every order ships tracked. When your parcel is dispatched, we send you an email containing a tracking link so you can follow your order to your door.

Please allow up to 24 hours for the first carrier scan to appear after dispatch. Until the parcel has been collected and scanned by the carrier, the tracking page may not yet show any movement.

Delivery responsibility and risk

For consumers, the risk of accidental loss or damage to the goods passes to you only when the goods are handed over to you, or to a person you have named to receive them (§ 475 (2) BGB). Until that point, the risk in transit remains with us.

If, at your request, we hand the goods to a carrier that you have chosen and named, and that carrier was not proposed by us, the risk passes to you at the earlier point of that handover.

We are responsible for dispatching your order safely and for addressing it correctly using the delivery details you provide at checkout. Please make sure those details are complete and accurate.

Customs and import duties

Shipments within the European Union move in free circulation and carry no additional customs charges. The price you pay at checkout is the price for delivery within the EU.

For any destination outside the EU customs union, import duties, taxes or handling fees may apply on arrival. Where these apply, they are set by the destination country and are the recipient's responsibility; they are not included in our prices or shipping charges.

Failed delivery and wrong address

Please enter your delivery address carefully and completely. An incomplete or incorrect address is the most common cause of failed or delayed delivery.

If a parcel is returned to us as undeliverable, for example because the address was incorrect or because the parcel was not collected from a pick-up point in time, we will contact you to arrange one of the following:

• Reshipment to a corrected address, which may incur a further shipping charge.
• A refund, less the original outbound shipping cost, where this is permitted.

Lost or delayed packages

If tracking stops updating, or your order has not arrived within the estimated delivery window plus a reasonable margin, please contact us at support@dsneun.de with your order number.

We will open an investigation with the carrier. Once a loss has been confirmed, we will send a replacement or issue a full refund, at your preference. Your statutory rights as a consumer remain unaffected by this process.