Delivery

  • What are the shipping and delivery times?
  • Standard delivery
    Shipping service provider for standard shipping:
    Germany: DHL
    Austria: Austrian Post
    Italy: Bartolini
    France: GLS
    Poland: Poczta Polska

    After receiving of your order it usually takes 1-3 working days until your order is processed and handed over to our shipping service provider. Once you have received a shipping confirmation from us, your order should arrive within 2-4 business days within Germany. Shipping to other European countries within 5 working days and worldwide - excluding customs clearance - within 5-7 working days.

    Please note: On special occasions such as Black Friday, Christmas, Valentine's Day or Mother's Day, the processing of your order may take up to 5-7 working days plus shipping if the volume is particularly high.

    If you still have not received your package after 15 business days, please contact our Helpdesk by selecting "Order Status" as the request type.



    EXPRESS Delivery

    We offer express shipping with UPS Express.

    Express shipping within Germany will be delivered on the next working day, if the orders were received by 12:00 noon on working days. Express Deliveries to France, Italy and Poland will be delivered within 2-3 working days, if the order has been placed on weekdays before 10:00 a.m.

    Please be aware that UPS does not deliver on Saturdays and Sundays.

    Express delivery to remote areas and to Islands may take 1-2 additional working day.

     

    SUPER-EXPRESS Delivery
    We also offer super-express shipping with UPS to France, Italy and Poland. If the order is placed on weekdays before 10:00, the package will be delivered 1-2 days later.

    Super-Express deliveries to islands and remote areas may take 1-2 additional working days.

    Please be aware that UPS does not deliver on Saturdays and Sundays.


    COVID-19 UPDATES:

    Due to the recent governmental restrictions and containment measures applied in some European areas, the delivery of your parcel might be delayed.

    Please click on the links below to check if your area is affected:

  • I have chosen as delivery location the drop-off at a spot of my choice ("Ablageort"); what is the difference with a regular delivery?
  • If you decide to deliver your parcel at a spot of your choice at the provided address (e.g. terrace or garage) please make sure that the selected location is safe. Delivery to the place of your choice is at your own risk. If the parcel cannot be found at the place of your choice, neither AVA & MAY nor DHL will cover the losses. Please contact us to find a solution for individual cases.

  • Can I track my order?
  • Yes, you can. Once the order is on the way to you, you will receive a shipping confirmation. You can simply click on "Follow my order" to land on the Order summary page. Just below the map which shows your delivery address, you can see with which carrier your order has been shipped and its tracking number. Click on the tracking number and you will be automatically redirected to the respective page of the shipping service provider to read through all the parcel status updates.

  • How much is the shipping?
  • For shipping within Germany we charge a flat rate of 3,90 EUR per order. From a gross order value of 40,00 EUR the shipping is free of charge. For shipping to Austria we charge a flat rate of 5,90 EUR shipping costs. From a gross order value of 50,00 EUR the shipping is free of charge.

    For shipping to Poland and Italy we charge a flat rate of 6.90 EUR per order. From a gross order value of 42,00 EUR the shipping is free of charge to Poland. To Italy we ship free of charge from a gross order value of 50,00 EUR.

    For shipping to France we charge a flat rate of 7,50 EUR shipping costs. From a gross order value of 65,00 EUR the shipping is free of charge.

    For shipping to Belgium and the Netherlands
    we charge a flat rate of 6,90 EUR per order. From a gross order value of 50,00 EUR the shipping is free of charge.

    For shipping to Luxembourg we charge a flat rate of 9,90 EUR per order. From a gross order value of 100,00 EUR the shipping is free of charge.

    For shipping to Spain, Hungary, Czech Republic, Liechtenstein and Switzerland we charge a flat rate of 19,90 EUR per order. From a gross order value of 100,00 EUR the shipping is free of charge.

    We ship all orders from Germany. For this reason there are no customs duties or import taxes within the EU.

    For orders outside of the EU, such as to Switzerland, extra charges can apply. Please note that depending on the country, there are different regulations regarding customs duties or import sales tax.

    These fees go 100% to the customs of the respective receiving country and must be covered from the customer.

    If you refuse to accept the order, the fees will still be charged. These fees will be deducted from your credit in case of a return shipment by UPS or DHL.

    For shipping to Denmark, Finland, Norway, Sweden, Estonia, Latvia, Lithuania, Monaco, Portugal, Ireland, Slovenia and Slovakia we charge a flat rate of 23,90 EUR per order. From a gross order value of 120,00 EUR the shipping is free of charge.

    For shipping to Malta, Croatia, Romania, Cyprus, San Marino, Andorra, Bulgaria and Greece we charge a flat rate of 49.90 EUR per order. From a gross order value of 190,00 EUR the shipping is free of charge.

    For shipping to Australia, Africa, Asia, South America and Oceania we charge a flat rate of 84.90 EUR per order. From a gross order value of 290,00 EUR the shipping is free of charge.

    We do not ship to the United Kingdom, Canada, Canary Islands, French Guiana, French Polynesia, Guadeloupe, Martinique, Mayotte, Réunion, St. Martin Island, Virgin Islands, Minor Outlying Islands of the USA and the USA.

  • My package arrived damaged on delivery, do I have to accept it?
  • If at the delivery you see that your parcel is severely damaged, please refuse to accept it and let the package go back to our warehouse.
    However, if you accepted a damaged parcel, please check if also the products contained in it are damaged. If this is the case, please proceed with a claim following the instructions here:

    https://help.ava-may.de/hc/en-us/sections/360004737259-Claims-Returns