Thank you for shopping at heathceramics.shop.

This Shipping Policy explains how orders placed through heathceramics.shop are processed, dispatched, tracked, and delivered. It also explains the procedures applicable to delayed, lost, damaged, incomplete, refused, unclaimed, or undeliverable shipments.

This Shipping Policy applies together with the Terms of Service, Return and Refund Policy, Privacy Policy, Contact Information, and other policies published on heathceramics.shop.

Nothing in this Shipping Policy excludes, restricts, replaces, or waives any mandatory right or remedy available under applicable German or European Union law.

1. Contact Information

For questions about order processing, shipping, tracking, delivery, address corrections, delayed packages, lost packages, damaged shipments, or packages returned to the sender, contact:

Website: heathceramics.shop
Email: info@heathceramics.shop

When contacting us about an order, please include:

• Your full name;

• Order number;

• Email address used during checkout;

• Tracking number, where available; and

• A clear description of your enquiry.

2. Free Standard Shipping

heathceramics.shop provides free standard shipping on all orders placed through the website.

There is no minimum purchase amount required to receive free standard shipping.

No standard shipping fee will be added during checkout for destinations covered by our available standard shipping service.

Free standard shipping covers the ordinary transportation cost required to deliver an eligible order to the shipping address submitted during checkout.

Free standard shipping does not necessarily include:

• Customs duties;

• Import taxes;

• Customs-clearance or brokerage charges;

• Address-correction charges imposed after shipment;

• Change-of-mind return shipping;

• Reshipping caused by an incorrect or incomplete customer address;

• Costs caused by failure to collect or accept a package; or

• Charges independently imposed by public authorities, carriers, customs agencies, or other third parties.

Any mandatory charge payable by the customer will be handled according to applicable law and the information presented before the order is submitted.

3. Estimated Total Delivery Time

The estimated total delivery time for orders is:

15–20 business days

This estimated total period includes:

• Order processing time; and

• Shipping transit time.

The normal processing period must not be added separately to the 15–20-business-day estimate.

Business days generally mean Monday through Friday, excluding Saturdays, Sundays, and applicable public holidays.

4. Order Processing Time

Orders are generally processed within:

2–5 business days

This processing period is already included in the estimated total delivery time of 15–20 business days.

Order processing may include:

• Payment authorization;

• Fraud and security screening;

• Billing and shipping-address verification;

• Product availability checks;

• Product preparation;

• Packaging;

• Shipping-label creation; and

• Transfer of the package to the carrier.

5. When the Delivery Period Begins

The estimated delivery period begins after:

• The order has been successfully submitted;

• Payment has been authorized; and

• Any reasonably required payment, identity, address, fraud, or security verification has been completed.

If additional information is reasonably required to process or deliver an order, we may contact the customer.

A delay caused by the customer’s failure to provide necessary and accurate information may affect the delivery estimate.

6. Weekends and Public Holidays

Orders are not normally processed, dispatched, or delivered on weekends or public holidays.

An order submitted on a weekend or public holiday will normally begin processing on the next applicable business day.

Public holidays observed in Germany, the fulfilment location, the transit country, or the delivery country may affect processing and transit times.

7. High-Volume Periods

Processing or delivery may take longer during:

• Promotional campaigns;

• Seasonal sales;

• Product launches;

• Major shopping events;

• Christmas and New Year periods;

• Periods of unusually high order volume;

• Inventory adjustments; or

• Carrier peak seasons.

Where a material delay becomes known, we will make reasonable efforts to provide updated information to affected customers.

8. Order Confirmation

After an order has been successfully submitted, an order-confirmation email will normally be sent to the email address provided during checkout.

Customers should review the confirmation and verify:

• Full name;

• Email address;

• Billing address;

• Shipping address;

• Products ordered;

• Product sizes, colours, models, or variants;

• Quantities;

• Prices; and

• Payment information.

If any information is incorrect, contact:

Email: info@heathceramics.shop

Requests should be submitted as soon as possible.

We will make reasonable efforts to correct order information before processing or shipment begins. Changes cannot be guaranteed after fulfilment has started.

9. Shipping Confirmation

When an order has been dispatched, a shipping-confirmation email will normally be sent.

The shipping confirmation may include:

• Carrier name;

• Tracking number;

• Tracking link;

• Dispatch date; and

• Available shipment status.

Customers are responsible for ensuring that the email address entered during checkout is correct.

Please check your spam or junk folder if you do not receive a shipping-confirmation email.

10. Tracking Information

Where tracking is available, customers may use the tracking number or link provided in the shipping-confirmation email.

Tracking information may require several business days to become active after the shipping label is created.

Tracking statuses such as:

• “Label created”;

• “Shipment information received”;

• “Pre-transit”;

• “Electronic information submitted”; or

• “Awaiting carrier scan”

may mean that electronic shipping information has been submitted but the first physical carrier scan has not yet appeared.

Temporary gaps between tracking updates do not necessarily mean that a package has been lost.

11. Multiple Shipments

An order may be divided into more than one package where:

• Products are stored at different fulfilment locations;

• Products become available at different times;

• Different carriers are used;

• Package dimensions or weight require separate transportation; or

• Separate shipment improves fulfilment efficiency.

Separate packages may:

• Have different tracking numbers;

• Be dispatched on different dates; and

• Arrive on different dates.

Customers will not be charged an additional standard shipping fee merely because an order is divided into multiple packages.

Before reporting a missing product, customers should review all shipping-confirmation emails and tracking numbers associated with the order.

12. Shipping Destinations

We ship only to destinations made available through the checkout page on heathceramics.shop.

Delivery availability may depend on:

• Carrier service areas;

• Product restrictions;

• Customs requirements;

• Applicable laws;

• Address accessibility;

• Security considerations; and

• Operational limitations.

If delivery is unavailable to the address provided, we may:

• Request an alternative address;

• Cancel the affected product; or

• Cancel the order.

If an order is cancelled because delivery is unavailable, any payment collected for the cancelled products will be refunded using the original payment method.

13. Complete and Accurate Shipping Addresses

Customers must provide a complete and accurate shipping address.

The address should include, where applicable:

• Full recipient name;

• Street name and building number;

• Apartment, unit, floor, or suite number;

• City or municipality;

• State, federal state, region, or province;

• Postal code;

• Country;

• Telephone number; and

• Delivery instructions reasonably required by the carrier.

Customers are responsible for reviewing the shipping address before submitting the order.

Avoidable delays, failed deliveries, or additional costs caused by inaccurate or incomplete information supplied by the customer may be attributed to the customer where permitted by law.

14. Address Changes

To request an address change, contact:

Email: info@heathceramics.shop

Please provide:

• Your full name;

• Order number;

• Original shipping address;

• Complete corrected shipping address; and

• Email address used during checkout.

Address-change requests should be submitted as soon as possible.

We cannot guarantee that an address can be changed after the order has entered processing, fulfilment, or shipment.

After a package has been transferred to the carrier, redirection may be unavailable or subject to carrier restrictions and reasonable additional costs.

15. Address Verification

We or our service providers may verify a shipping address before dispatch.

Verification may involve:

• Postal-format validation;

• Postal-code verification;

• Fraud screening;

• Carrier serviceability checks; or

• Contacting the customer for clarification.

If an address cannot be verified, the order may be delayed until the customer provides sufficient information.

16. P.O. Boxes and Restricted Addresses

Delivery to P.O. boxes, parcel lockers, military addresses, hotels, workplaces, forwarding services, remote locations, or other restricted addresses depends on carrier availability.

Customers are responsible for ensuring that:

• The address can receive the package;

• All required identification or unit numbers are provided;

• The recipient is authorized to receive packages at the address; and

• The package can be collected within the carrier’s holding period.

If delivery cannot be completed, we may request an alternative address or cancel the affected order.

17. Parcel Forwarding Services

Customers who use a parcel-forwarding, mail-forwarding, or reshipping service do so at their own discretion.

Our delivery obligation may be completed when the package is validly delivered to the forwarding service selected by the customer, subject to applicable law.

We are not responsible for loss, damage, delay, repackaging, customs problems, or incorrect forwarding caused solely by an independently selected forwarding service after valid delivery to that service.

Mandatory consumer rights remain unaffected.

18. Delivery Attempts

Depending on the destination and carrier, the carrier may:

• Deliver directly to the recipient;

• Deliver to another authorized person at the address;

• Leave the package in an agreed or appropriate safe location;

• Deliver to a reception desk or mailroom;

• Deliver to a parcel locker or collection point;

• Leave a delivery notice;

• Make another delivery attempt; or

• Return the package to the sender.

Customers should monitor available tracking information and collect packages within the carrier’s stated holding period.

19. Signature and Identity Verification

Certain shipments may require:

• A signature;

• Proof of identity;

• A collection code;

• Age verification; or

• Other delivery verification.

These requirements may depend on:

• Order value;

• Product type;

• Delivery destination;

• Carrier procedures;

• Payment method; or

• Fraud-prevention considerations.

The recipient must provide any lawful and reasonable verification required by the carrier.

20. Delivery to Another Person

Where a customer authorizes delivery to another person or address, that person may be treated as the designated recipient for delivery purposes.

Customers are responsible for ensuring that the designated person is willing and able to receive the package.

Delivery to an unauthorized or incorrect person will be investigated according to the circumstances and applicable law.

21. Estimated Delivery Dates

The 15–20-business-day delivery period is an estimate based on normal processing and transportation conditions.

An estimated delivery date is not a guaranteed arrival date unless heathceramics.shop expressly confirms a guaranteed date in writing.

We will make reasonable efforts to deliver orders within the published period.

Customers should place orders sufficiently in advance of:

• Birthdays;

• Holidays;

• Weddings;

• Travel;

• Events;

• Special occasions; or

• Other personal deadlines.

A personal deadline stated in an order note or customer-service message does not create a guaranteed delivery obligation unless it has been expressly accepted by us.

22. Delivery Delays

Delivery may be delayed because of:

• Severe weather;

• Natural disasters;

• Public holidays;

• High shipping volume;

• Carrier congestion;

• Transportation interruptions;

• Labour disputes;

• Customs inspections;

• Security screening;

• Remote destination conditions;

• Incorrect delivery information;

• Failed delivery attempts;

• Government restrictions;

• Public-health emergencies;

• Technical problems;

• Supply-chain disruptions; or

• Other circumstances outside our reasonable control.

A delay does not automatically mean that a package has been lost.

If the estimated delivery period has passed, contact:

Email: info@heathceramics.shop

Please include your full name, order number, shipping address, and tracking number.

23. Failure to Deliver Within the Agreed Period

Where an order is not delivered within the stated 15–20-business-day period, the customer may contact us and request delivery within an additional reasonable period appropriate to the circumstances.

If delivery is not completed within that additional reasonable period, the consumer may be entitled to terminate the affected purchase contract and receive a refund according to applicable law.

An additional period may not be required where:

• We have expressly refused to deliver;

• Delivery by an agreed date was essential in light of the circumstances known when the contract was concluded; or

• The customer informed us before purchase that delivery by a particular agreed date was essential.

Where a contract is lawfully terminated because of non-delivery, we will refund the affected payment without undue delay.

24. Essential Delivery Dates

A delivery date is not considered essential merely because it is personally important to the customer.

A date may be treated as contractually essential only where:

• The customer clearly communicated the requirement before submitting the order; and

• heathceramics.shop expressly accepted that date as a binding delivery condition.

Without express acceptance, the standard estimated delivery period applies.

25. Packages Marked as Delivered

If tracking states that a package was delivered but the customer cannot locate it, the customer should:

1. Confirm that the shipping address is correct;

2. Check the mailbox, entrance, porch, garage, parcel locker, reception area, mailroom, and other safe delivery locations;

3. Ask household members, neighbours, reception staff, or building management;

4. Review any delivery notice or photograph provided by the carrier;

5. Check whether the package was delivered to a collection point; and

6. Contact the carrier for further delivery information.

If the package still cannot be located, contact:

Email: info@heathceramics.shop

Please include:

• Your full name;

• Order number;

• Tracking number;

• Shipping address; and

• A clear description of the issue.

We may open a carrier investigation before providing an appropriate remedy.

26. Lost Packages

A package is not considered lost solely because tracking information has temporarily stopped updating.

Where a package appears to be lost, we may request that the carrier conduct an investigation.

Customers may be asked to provide reasonable information or confirmation required for the investigation.

If a package is confirmed as lost before valid delivery to the customer or an authorized recipient, we will provide an appropriate remedy, which may include:

• A replacement shipment;

• A refund using the original payment method; or

• Another solution agreed with the customer.

Mandatory rights concerning non-delivery remain unaffected.

27. Damaged Packages

Customers should inspect the outer package promptly after delivery.

Visible package damage may include:

• Crushing;

• Tearing;

• Punctures;

• Water exposure;

• Broken seals;

• Open packaging; or

• Other material damage.

Where possible, customers should document visible damage before opening the package.

Acceptance of a visibly damaged package does not automatically remove mandatory legal rights.

28. Damaged Products

If a product arrives damaged, contact:

Email: info@heathceramics.shop

Please provide, where reasonably available:

• Your full name;

• Order number;

• Description of the damage;

• Photographs of the outer packaging;

• Photographs of the inner packaging;

• A photograph of the shipping label;

• Photographs of the damaged product; and

• A video where reasonably useful.

Please retain the product, accessories, labels, packaging, and shipping materials while the matter is reviewed.

An inability to provide a particular photograph does not automatically remove a mandatory legal remedy.

Confirmed claims will be handled according to the Return and Refund Policy and applicable consumer law.

29. Incorrect Products

If the delivered product is different from the product ordered, contact:

Email: info@heathceramics.shop

Please include:

• Your full name;

• Order number;

• Product ordered;

• Product received;

• Photographs of the received product;

• Photographs of the package; and

• A photograph of the shipping label where available.

If the error is confirmed, we will provide an appropriate replacement, refund, or other lawful remedy without charging the customer the necessary costs caused by our error.

30. Missing Products or Components

Before reporting a missing product, customers should confirm whether the order was divided into multiple shipments.

If all packages have arrived and a product, component, accessory, or part is still missing, contact:

Email: info@heathceramics.shop

Please include:

• Your full name;

• Order number;

• Missing product or component;

• Photographs of the products received;

• Photographs of the package;

• A photograph of the shipping label where available; and

• Relevant tracking information.

If the issue is confirmed, we will provide the missing product or component, a replacement, an appropriate refund, or another lawful remedy.

31. Refused Deliveries

Refusing delivery does not necessarily constitute a valid exercise of the statutory right of withdrawal.

A consumer wishing to exercise the right of withdrawal should send a clear withdrawal statement to:

Email: info@heathceramics.shop

Where delivery is refused without a valid withdrawal notice, the package may be returned to the sender and the applicable refund or reshipping procedure will be determined after receipt and review.

Mandatory consumer rights remain unaffected.

32. Unclaimed Packages

A package may be returned to the sender if it is not collected within the carrier’s holding period.

Customers are responsible for monitoring available tracking and carrier notices.

After an unclaimed package is returned and received, we may contact the customer regarding:

• Reshipping;

• Cancellation;

• Withdrawal; or

• The applicable refund procedure.

Reasonable reshipping costs caused by failure to collect a package may apply where permitted by law.

33. Undeliverable Packages

A package may be undeliverable because of:

• An incorrect or incomplete address;

• An invalid postal code;

• Missing apartment or unit information;

• The recipient being unknown at the address;

• Lack of delivery access;

• Repeated failed delivery attempts;

• Failure to collect the package;

• Customs-clearance failure; or

• Another carrier-identified delivery problem.

When an undeliverable package is returned to us, the customer may request reshipping or an applicable refund.

34. Reshipping Returned Packages

If a package is returned because of:

• An incorrect or incomplete customer address;

• Failure to collect the package;

• Refusal without a valid withdrawal notice;

• Lack of access to the delivery location; or

• Another delivery issue attributable to the customer,

the customer may request reshipping.

Reasonable reshipping costs may apply even though the original standard delivery was free.

Any reshipping charge will be communicated before the package is dispatched again.

No reshipping charge will apply where the failed delivery resulted from a confirmed error by heathceramics.shop or the carrier.

35. International Orders

Where delivery outside Germany is available, orders may be subject to:

• Customs inspections;

• Import duties;

• Import taxes;

• Brokerage fees;

• Customs-clearance charges;

• Product-import restrictions; or

• Other destination-related requirements.

Unless expressly included in the checkout total, such charges may be payable by the recipient.

Customers are responsible for complying with lawful customs requirements and providing information reasonably required for clearance.

heathceramics.shop does not control customs-processing times or charges independently imposed by public authorities, customs agencies, brokers, or carriers.

36. Customs Delays

International shipments may be delayed because of:

• Customs inspections;

• Documentation review;

• Tax assessment;

• Security screening;

• Product classification; or

• Regulatory clearance.

Customers may be required to provide information or make payment directly to a carrier or customs authority.

We will provide available shipping documentation where reasonably necessary, but we do not control customs-processing times.

37. Customs Duties and Import Taxes

Where customs duties, import taxes, or similar government charges are not collected during checkout, they may be charged to the recipient upon or before delivery.

Responsibility for such charges will be determined according to:

• The information displayed during checkout;

• The shipping destination;

• Applicable customs law; and

• The delivery terms applicable to the order.

Customers should review all available checkout information before submitting an international order.

38. Customs Refusal or Failure to Clear

If a package is returned because the recipient:

• Refuses to complete customs clearance;

• Fails to provide required information;

• Refuses to pay lawfully disclosed import charges; or

• Does not respond to customs or carrier communications,

the refund or reshipping procedure will be determined after the package has been returned and reviewed.

Reasonable costs directly caused by the customer’s actions may be taken into account where permitted by law.

Mandatory consumer rights remain unaffected.

39. Order Changes and Cancellations

To request an order change or cancellation, contact:

Email: info@heathceramics.shop

Requests should be submitted as soon as possible after placing the order.

We will make reasonable efforts to accommodate the request, but changes and cancellations cannot be guaranteed after processing or fulfilment has begun.

Once an order has been dispatched, it cannot normally be cancelled through the fulfilment system.

A qualifying consumer may still exercise the applicable statutory right of withdrawal according to the Return and Refund Policy.

Approved cancellations will be refunded using the original payment method.

40. Statutory Right of Withdrawal

Qualifying consumers generally have the right to withdraw from an eligible online purchase within 14 calendar days.

For goods, the withdrawal period normally begins when the consumer, or a person designated by the consumer other than the carrier, receives the product.

The applicable procedure, deadlines, exclusions, return costs, and refund conditions are described in the Return and Refund Policy published on heathceramics.shop.

Refusing delivery or failing to collect a package does not replace the requirement to communicate a clear withdrawal decision.

41. Returns and Return Shipping

Returns are governed by the Return and Refund Policy published on heathceramics.shop.

Before returning a product, customers should contact:

Email: info@heathceramics.shop

Products must be returned only to the authorized return destination applicable to the order.

For a return based solely on withdrawal or change of mind, the consumer is normally responsible for the direct return cost where this responsibility has been properly disclosed.

heathceramics.shop will bear necessary and reasonable return costs where a product is confirmed to be:

• Defective;

• Unsafe;

• Damaged before or during delivery;

• Incorrect;

• Incomplete because of our error;

• Materially different from its description; or

• Otherwise non-conforming under applicable law.

42. Statutory Rights for Defective Products

Products sold to consumers remain subject to German statutory requirements concerning defects and conformity.

Shipping delays, transportation damage, incorrect delivery, missing components, defects, or other lack of conformity will be handled according to:

• Applicable German and European Union consumer law;

• The Return and Refund Policy;

• The Terms of Service; and

• The circumstances of the individual order.

Nothing in this policy restricts mandatory rights to repair, replacement, price reduction, contract termination, refund, or another legally available remedy.

43. Transfer of Risk

For consumer orders, the risk of loss or damage generally transfers when the consumer, or a third party designated by the consumer other than the carrier, obtains physical possession of the products.

Where the consumer independently appoints a carrier that was not offered by heathceramics.shop, risk may transfer according to applicable law when the products are handed to that carrier.

Nothing in this policy transfers shipping risk to the consumer earlier than legally permitted.

44. Customer Responsibilities

Customers are responsible for:

• Providing accurate order and delivery information;

• Reviewing order confirmations;

• Monitoring available tracking information;

• Responding to reasonable carrier communications;

• Providing safe and reasonable delivery access;

• Collecting packages within the applicable holding period;

• Providing customs information where lawfully required;

• Inspecting products promptly after delivery; and

• Reporting delivery issues as soon as reasonably possible.

These responsibilities do not remove mandatory consumer protections or improperly transfer the seller’s legal delivery risk to the customer.

45. Fraud and Security Checks

An order may be delayed while we or our service providers complete reasonable:

• Payment checks;

• Identity verification;

• Address verification;

• Fraud screening; or

• Security checks.

We may contact the customer to request information reasonably necessary to verify the order.

If sufficient verification cannot be completed, we may delay, refuse, or cancel the order.

Where a verified order is cancelled after payment has been collected, the applicable amount will be refunded using the original payment method.

46. Force Majeure and Events Outside Reasonable Control

Delivery or processing may be affected by events outside our reasonable control, including:

• Natural disasters;

• Extreme weather;

• Fire or flood;

• War or civil unrest;

• Government action;

• Public-health emergencies;

• Customs restrictions;

• Labour disputes;

• Carrier interruptions;

• Transportation failures;

• Utility failures;

• Cybersecurity incidents;

• Telecommunications failures; or

• Major supply-chain disruptions.

We will make reasonable efforts to reduce the effects of such events, keep affected customers appropriately informed, and resume performance when reasonably possible.

Nothing in this section removes mandatory rights concerning delayed delivery, non-delivery, withdrawal, refunds, or lack of conformity.

47. Limitation Concerning Carrier Information

Carrier tracking information is supplied by the relevant carrier.

We are not responsible for temporary technical errors, delayed scans, or inaccurate status descriptions generated solely by a carrier’s tracking system.

We remain responsible for our legal obligations concerning delivery, loss, damage, and non-delivery.

48. Delivery Complaints

A delivery complaint should include:

• Customer’s full name;

• Order number;

• Tracking number;

• Shipping address;

• Description of the issue;

• Relevant photographs or documents; and

• The resolution requested.

Delivery complaints may be sent to:

Email: info@heathceramics.shop

We will investigate the matter and may request information from the carrier, fulfilment provider, or customer.

Submitting a complaint does not restrict any mandatory legal remedy.

49. Consumer Rights

This Shipping Policy operates alongside applicable German and European Union consumer-protection laws.

Nothing in this policy excludes, restricts, replaces, or waives any:

• Mandatory delivery right;

• Right concerning delayed delivery;

• Right concerning non-delivery;

• Remedy relating to lost or damaged shipments;

• Right relating to defective, unsafe, incorrect, or non-conforming products;

• Statutory right of withdrawal;

• Refund right; or

• Other consumer protection that cannot legally be excluded.

Where applicable law provides greater protection than this policy, the applicable legal requirement will prevail.

50. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in:

• Shipping services;

• Carrier arrangements;

• Delivery destinations;

• Fulfilment procedures;

• Product restrictions;

• Shopify functionality;

• Business operations; or

• Applicable legal requirements.

The updated policy will be published on heathceramics.shop with a revised “Last updated” date.

Changes will not retroactively reduce rights relating to an order already placed.

The version in effect when an order was submitted will generally apply to that order unless a later version provides greater protection or applicable law requires otherwise.

51. Contact Us

For questions about shipping, tracking, delivery, address corrections, delayed packages, lost packages, missing products, damaged shipments, customs matters, or returned packages, contact:

Website: heathceramics.shop
Email: info@heathceramics.shop