Shipping policy

We want to be transparent with our customers about our current processing and delivery times.

Due to high demand for our products, processing your order may currently take 2–5 business days. Processing includes order verification, preparation, packaging, and handover to our shipping carrier.

Once shipped, standard delivery currently takes 6–9 business days.

The estimated total time between placing your order and receiving it is therefore usually 8–14 business days.

Please note that in individual cases, delivery may take longer due to an exceptionally high volume of orders, seasonal peak periods, logistical bottlenecks, or delays on the part of shipping carriers. We work continuously to process and dispatch every order as quickly as possible.

Shipping costs
Shipping is free on all orders. There are no additional handling fees, and the price you see at checkout is the price you pay.

Tracking your order
Once your order has shipped, you will receive an email containing your tracking number.

Please note that it can take 48–72 hours for tracking information to update.

You can track your order at any time via "Track Order" in the main menu.

Tracking has not updated?
If your tracking has not updated for an extended period, this is usually caused by delays at the shipping carrier.

In most cases your order is still in transit and will arrive within the stated delivery window.

Incorrect or incomplete addresses
Please double-check your shipping address before completing your order. We are not able to redirect a parcel once it has been dispatched. If a package is returned to us because of an incorrect or incomplete address, we will contact you to arrange reshipment, which may incur an additional shipping charge.

Refused deliveries and uncollected parcels
If you refuse delivery, or if a parcel is not collected within the carrier's stated holding period, we reserve the right to retain a processing and logistics fee of 30% of the order value. This covers the shipping, return transport, storage, and handling costs incurred. The remaining amount will be refunded once the goods have been returned to us.

Lost or damaged parcels
Please inspect your order upon arrival and contact us immediately if the item is damaged or if you have received the wrong item, so that we can evaluate the issue and make it right. If your parcel is confirmed lost in transit by the carrier, we will send a replacement or issue a full refund at no cost to you.

Need help?
If your order exceeds the stated delivery window, or if you need any further assistance, please contact us at heyselveo@outlook.de.

Our customer service team is available 7 days a week and will get back to you as quickly as possible.