Shipping policy
PFEIFFER WOBST packs and dispatches every order from Crottendorf, Germany. This page explains how long we take to prepare an order, how long delivery is likely to take, when the shipping cost is shown, and what happens if a parcel is delayed, damaged or lost.
Where we ship from
Orders leave from our business premises at Hauptstraße 185, 09474 Crottendorf, Germany, inside the European Union. Because dispatch is from Germany, an order to a German address does not cross a customs border and no import duty is charged on it. We ship to Germany, to the other member states of the European Union, to the rest of Europe and to destinations outside Europe, subject to the carrier's coverage of the address.
Preparation time
We hand an order over to the carrier within 1 to 2 business days of cleared payment. An order placed after 2:00 pm Central European Time, at the weekend or on a public holiday is prepared on the next business day, and the same applies in the fortnight around Christmas, when carrier collections fill up. If an item turns out to be unavailable after you have ordered, we email you promptly with the choice of waiting for it, choosing something else or cancelling that item for a full refund.
Delivery estimates
These estimates start when the parcel is handed to the carrier and do not include the preparation time above:
- Germany: 1 to 3 business days
- Other European Union member states: 3 to 6 business days
- Rest of Europe outside the European Union: 4 to 8 business days
- Destinations outside Europe: the estimate shown at checkout, which is longer than the ranges above and depends on the destination and the service chosen
The estimates come from the transit times the carriers publish and from our own experience of parcels on the same routes. They are estimates, not binding dates, and a public holiday, a peak period, a customs inspection or severe weather can add several days. If a parcel is running more than three business days behind the estimate, tell us and we open a trace with the carrier rather than leave you to chase it.
Shipping cost
Shipping is calculated at checkout and shown before you pay. The amount depends on the destination, the weight of the parcel and the service you choose, and it appears again in the order summary before you confirm payment. We do not add a handling, packaging or small-order charge afterwards, and the amount you confirm is the amount you are charged.
Prices, tax and duties
Our prices include German value added tax at the statutory rate of 19% where it applies. Orders delivered to another European Union member state are taxed under the rules for distance selling within the Union, and the rate actually applied is the one shown at checkout. Orders delivered outside the European Union may attract import duty, import value added tax or a handling charge levied by the destination customs authority; those amounts are set by that authority, are not included in the price you pay us, and are the responsibility of the recipient. We declare parcels accurately and cannot mark an order as a present or state a lower value.
Tracking and delivery attempts
When the parcel is handed to the carrier you receive a dispatch email with a tracking number where the carrier provides one. Tracking can take a few hours to become active, and it sometimes shows no movement until the parcel reaches the destination country. The carrier makes the delivery attempts its service provides and may leave a card; please collect the parcel within the period printed on the card, because a parcel returned to us after that period has expired is treated as a return and refunded under the Refund policy once it reaches us.
Address accuracy
Please check the delivery address at checkout. If you spot a mistake, email us immediately, because we can often correct it before the parcel is handed over. A parcel returned to us because the address was incomplete or wrong, or because nobody collected it, can be sent again once the second shipping cost has been paid; alternatively we refund the value of the goods and keep the original shipping cost.
Damaged, delayed or lost parcels
If a parcel arrives damaged, photograph the packaging before opening it fully and email us within 48 hours, so that we can claim with the carrier and send a replacement. If a parcel is marked as delivered but you cannot find it, check with neighbours, the building's reception and the local depot first, then email us within seven days; we open a trace, and if the carrier cannot produce the parcel we replace the order or refund it in full. Under German law the risk in the goods passes to you only when the goods are handed over to you, so a parcel lost or damaged on the way is our responsibility and not yours.
Packaging
Orders travel in paper-based packaging: a cardboard box or a paper outer bag, with the garment wrapped in tissue paper and, where it needs support, a card insert. The materials can go into paper recycling, and any hanger in the parcel is not part of the product and can be reused.
Contact
Questions about a delivery: contact@ivorsilklinen.shop, +49 37344 8115, or by post to Hauptstraße 185, 09474 Crottendorf, Germany. We answer within one to two business days, Monday to Friday, 09:00 to 17:00 Central European Time.