Germany 1-2 working days 4.50 €
EU, UK and Rest of the World 3-10 working days 9.50€ (EU and UK have no additional fees/taxes or duties)
How long does delivery take?
Your order will be sent out on the next working day. We will send you an email once despatched which will include your tracking number. Delivery times do vary, see above for estimate delivery periods for your region, these are subject to customs and duty procedures which are beyond our control.
Do I have to have my order delivered to my billing address?
We provide the option to ship orders made through our website to a different address from the one at which your card is registered. For security reasons we may contact you to verify your details before shipping to a different address. We reserve the right to ignore your requested shipping address and deliver your order to your billing address.
Can I change the delivery address after I have placed my order?
Maybe. If you have made a mistake with your delivery details then contact firstname.lastname@example.org immediately and we will update them if we can. For security reasons orders placed over the telephone must be shipped to the billing address. If the order has already left our office then the delivery address cannot be changed. If this happens we will need to wait for the parcel to be returned to us and then post the parcel out again at your expense.
Why have I been asked for additional information?
We occasionally carry out security checks on orders. There are many reasons why we choose to do this and we have a policy of making random spot checks. If you have been asked to supply additional information please be aware that we cannot begin the dispatch process until the information is received. We use the utmost discretion and security with any information we receive.
What happens if I’m not home when my order is due to be delivered?
DHL will make 3 attempts to deliver on consecutive business days. They will then leave a card to rearrange the delivery or you can arrange to collection your parcel from your local depot.
Can someone else sign for my delivery?
Yes they can. Heimat Textil accepts no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered.
Will I have to pay customs and import charges?
Maybe. Orders are shipped from Germany and any customs or import duties are charged by local customs agencies once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. The EU and UK will be exempt from additional charges. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. If any parcels are returned to us due to customs charges being higher than expected, we reserve the right to deduct from your refund any costs we incur. Customers ordering from the Republic of South Korea will receive an FTA document with their parcel.
Can you mark the parcel as a “gift” or declare a lower value for my order so I don’t have to pay customs charges?
Unfortunately we cannot as this is against the law. Random spot checks are common, and we are responsible if we are caught mis-declaring our exports.
I have been contacted for further information for by country customs department?
Each country will have their own goods import procedures and these can vary across countries. for example, from our experience USA customs sometimes require further details about high value orders, such as manufacturer details or IRS numbers. If you have an order stuck in customs, please contact email@example.com quoting your order number and we will help you resolve the matter as fast as possible.
Why hasn’t my order arrived yet?
International shipments can occasionally take longer than expected. Goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 7 working days from you receiving your despatch email then please contact firstname.lastname@example.org and we will investigate for you. Check first that you haven’t been left a card from the couriers.
What happens if my parcel gets lost?
Things occasionally go missing in the post. Don’t worry, all shipments are fully insured and we will be happy to make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once the required time has passed, stated by the relevant shipping company in their terms. If the reason a parcel takes longer than expected to arrive, or gets lost, is because the address given was incorrect or incomplete we cannot accept any liability for this. We will however try to help in these situations. Generally we need to wait 30 working days from dispatch to begin this investigating missing parcels.
Do you deliver to PO BOX addresses?
No. Because of the high risk of fraud we are unfortunately unable to deliver to PO boxes.