• What are the shipping times?

    Delivery times vary depending on the shipping method chosen at the time of purchase.

    Standard shipping is available with: DHL or GLS to Germany, DPD or Mondial Relay to France, SDA to Italy, GLS to Switzerland, DPD to Austria, DHL to Belgium and all other EU countries.

    Please check all delivery times for Standard shipping in the FAQ “How much is the shipping?”

    Priority shipping is available with: DHL or GLS to Germany, DPD to France, SDA to Italy, GLS to Switzerland, DPD to Austria, DHL to Belgium.
    By selecting this option your order will be processed and shipped with priority over Standard orders. Place your order before 12:00 noon on weekdays for same-day processing.

    Super Express is available with UPS to Germany, France, Italy, Austria, Poland.
    By selecting this option your order will be processed and shipped with priority over Standard orders. Place your order before 12:00 noon on weekdays for same-day processing.

    Please note that deliveries to remote areas and islands, with all shipping methods, usually take 1-2 extra working days.

    Don't worry if the tracking link is initially disabled; the tracking link will be activated as soon as your order reaches the first distribution centre after the transit period. Always check this link also to verify delivery attempts that have already taken place and possible problems of the courier in locating your address.

    Please note: in the event of an increased volume of orders during periods such as Black Friday, Christmas, Valentine's Day, Easter, Mother's Day or public holidays your order may be slightly delayed.

  • What is the difference between Priority and Express/Super Express shipping methods?

    With both the Priority and Super Express shipping methods, your order will be processed and shipped with priority over orders placed with the Standard shipping method. Place your order before 12:00 noon on weekdays for same-day processing.

    Priority orders are shipped with DHL to Germany (1-3 working days), DPD to France (3-4 working days), SDA to Italy (3-4 working days), GLS to Switzerland (3-4 working days), DPD to Austria (3-4 working days), DHL to Belgium (3-4 working days).

    Super Express orders are shipped with UPS to Germany (1-2 working days), France (2-3 working days), Italy (2-3 working days), Austria (2-3 working days), Poland (2-3 working days).

    Please note that deliveries to remote areas and islands with all shipping methods usually take 1-2 extra working days.

    Don't worry if the tracking link is deactivated or incorrect; the tracking link for Standard and Priority shipments will be activated as soon as your order, after the transit period, reaches the first distribution centre. Always check this link also to verify delivery attempts that have already taken place and possible problems of the courier in locating your address.

    Also note that it is not possible to change the shipping time or choose the delivery date.

    Please note: in the event of an increased volume of orders during periods such as Black Friday, Christmas, Valentine's Day, Easter, Mother's Day or public holidays your order may be slightly delayed.

  • Can I track my order?

    Yes, you will receive a tracking link from us in the shipping confirmation email once your package has been handed over to our shipping partner. Click on the link to track the current status of your shipment. 

    If you have an account with us, log in and you will be taken to your order summary under "Orders". Click on the respective order and you will find a link "View Tracking" which will take you directly to the tracking page of the shipping service provider. 

    Please note that it may take a few hours after receiving the email for the shipment status to be updated on the shipping provider's site.

  • How much is the shipping?

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

    For orders outside of the EU 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.

    Shipping Costs

    • Region Shipping price

      Shipping Threshold

      Standard
      Shipping leadtime
      (Working days)
      Germany from 3,99€ from 50€ 2-4 days
      Austria from 5,99€ from 60€ 4-5 days
      Poland from 3,99€ from 42€ 3-4 days
      Italy from 3,99€ from 50€ 4-5 days
      France from 3,99€ from 60€ 4-5 days
      Belgium from 6,99€ from 60€ 4-5 days
      Netherlands from 13,99€ from 60€ 4-5 days
      Luxembourg from 7,99€ from 120€ 4-5 days
      Switzerland from 13,99€ from 120€ 4-5 days
      Czech Republic, Spain, Hungary, Denmark, Estonia, Finland, Ireland, Lithuania, Latvia, Monaco, Slovenia, Andorra, Bulgaria, Croatia, Malta, Romania, Guernsey, Gibraltar from 13,99€ from 120€ 4-6 days
      Liechtenstein, Norway, Faroe Islands, Greenland, Iceland, Svalbard And Jan Mayen, Jersey, Isle of Man from 23,99€ from 120€ 4-6 days
      Albania, Bosnia And Herzegovina, Moldova, Republic of Montenegro, North Macedonia, Serbia from 23,99€ from 290€ 7-15 days
      Armenia, Georgia, Kosovo, Turkey from 39,99€ from 290€ 7-15 days
      Asia from 54,99€ from 290€ 7-15 days
      Africa from 54,99€ from 290€ 7-15 days
      Central America (incl. Mexico) from 39,99€ from 290€ 7-15 days
      South America from 54,99€ from 290€ 7-15 days
      Oceania from 64,99€ from 290€ 7-15 days
             

    We do not ship to Slovakia, Sweden, Cyprus, Greece, United Kingdom, French Guiana, French Polynesia, Canada, United States, Mayotte, British Virgin Islands, Martinique, British Indian Ocean Territory, French Southern Territories, St. Martin, Réunion, Guadeloupe, Russia, Ukraine, Belarus, Portugal, Western Sahara, Las Palmas and Santa Cruz de Tenerife (provinces of Spain).

  • Can I use a relay station for the delivery?

    Yes, you can!

    For Germany: to do so, enter your name as usual in the first address line when checking out; in the third line under "Street name and number", instead of your street, enter "Packstation" and the corresponding Packstation number, for example "Packstation 123". In the fourth line under "Apartment, room, postal number", please enter your personal postal number.
    Attention: as of April 1, 2022, DHL will switch completely to the scannable pickup code - therefore, install the DHL App to be able to pick up your package.
    Please note that UPS Express delivery cannot be made to a DHL Packstation.

    For France: if you want your order to be shipped at a relay station of Mondial Relay, you will have to choose Mondial Relay as a shipping option during your checkout. Once you have finalized the payment for your order, you will have the chance to choose the relay point of your liking. Once your parcel is on its way and ready to be delivered, you will receive a one-time code from Mondial Relay to be able to pick up the parcel.
    If you haven’t received the code, please contact Mondial Relay, as we can not request a new code for you.
    In case you have chosen delivery with Mondial Relay, but have forgotten to choose a relay point we will automatically send your parcel with DPD instead to the address that you have used for your order.

  • 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.

  • My package has not arrived, what now?

    It can happen that the parcel gets lost. In this case it's possible that the shipping service provider has handed it over to a neighbour, a family member, or to the nearest parcel store, therefore we kindly ask you to check. If you still can't find your package, contact us within 14 days after the delivery date via chat or our help desk under "Where is my order?" and we will help you.

  • What can I do if my package is returned to sender?

    If you see in the tracking that your package has been returned to sender, it is possible that your address is incorrect or incomplete. Please contact us via our helpdesk by selecting "Where is my order?". Please provide us with your order number and your complete address (the name of the recipient must be identical to the name on the mailbox) - we will then arrange a new shipment.

  • My package arrived damaged on delivery, do I have to accept it?

    If upon delivery of your package you find that it is severely damaged, please do not accept it and have it returned to our warehouse. Failure to make a claim or contact us will not affect your statutory warranty rights. However, if you report the damage to us, you help us immensely to be able to assert our own claims against the delivery partner or the transport insurer.

    If you have received a damaged package, please check if the products inside are also damaged. If this is the case, proceed with a claim and send us a photo of the damaged product, the package, and the address label.

    Thank you very much, we will take care of your request as soon as possible.