This Shipping Policy explains the order processing, shipping, tracking, delivery, and parcel-handling procedures applicable to purchases made through hausgem.shop.

By placing an order through hausgem.shop, you acknowledge that you have reviewed this Shipping Policy. Nothing in this policy limits or excludes any mandatory rights available to consumers under German or European Union law.

1. Free Standard Shipping

All orders placed through hausgem.shop qualify for free standard shipping.

There is:

• No minimum order value;

• No standard shipping charge; and

• No additional handling fee for standard delivery.

Free standard shipping applies to every destination that is available for selection during checkout.

If an alternative or expedited delivery service is offered, its availability, estimated delivery time, and cost will be clearly displayed before the order is submitted.

2. Delivery Destinations

We deliver only to countries, regions, and postal addresses that are available for selection during checkout.

The availability of delivery to a particular destination may depend on:

• Carrier coverage;

• Product restrictions;

• Customs requirements;

• Local regulations;

• Address accessibility;

• Security considerations; or

• Other operational limitations.

If checkout does not accept a destination or postal address, we are unable to ship the order to that location.

We do not guarantee delivery to:

• Post-office boxes;

• Parcel-forwarding services;

• Military addresses;

• Hotels or temporary accommodation;

• Restricted-access locations; or

• Addresses that cannot be verified by the carrier.

Where one of these address types is accepted during checkout, delivery remains subject to carrier availability and local delivery conditions.

3. Order Processing

Orders are processed after:

• The order has been successfully submitted;

• Payment has been authorised or received;

• The delivery information has been verified; and

• Any necessary fraud-prevention or security review has been completed.

Order processing normally takes approximately 1–3 days.

The processing period is included within the total estimated delivery period of 15–20 days and is not added separately.

Orders placed on weekends or public holidays may begin processing on the next working day. This does not normally change the total estimated delivery period stated in this policy.

We may contact you if additional information is required to process the order. A delay caused by missing, incomplete, or incorrect customer information may affect the delivery date.

4. Estimated Delivery Time

The standard estimated delivery time is:

15–20 calendar days from the date on which the order is confirmed.

This estimated period includes both:

• Order processing; and

• Transportation to the delivery address.

The delivery period begins after we send the order confirmation and the required payment has been successfully authorised or received.

The estimated delivery time applies unless:

• A different delivery period is clearly displayed during checkout;

• A different delivery date is expressly agreed with the customer;

• The order is delayed because additional customer information is required;

• The customer requests a change that affects fulfilment; or

• Circumstances outside our reasonable control materially affect delivery.

The estimated delivery date shown in an order confirmation, tracking page, or carrier notification is an estimate and may be updated as the parcel progresses through the delivery network.

5. Order Confirmation

After placing an order, you will normally receive an order confirmation at the email address provided during checkout.

The order confirmation may include:

• The order number;

• The products ordered;

• The delivery address;

• The amount paid;

• The selected shipping method; and

• Other order-related information.

Please review the confirmation carefully and contact us immediately at info@hausgem.shop if any information is incorrect.

An automated order receipt does not necessarily mean that the order has been accepted. Order acceptance is governed by our Terms of Service.

6. Shipping Confirmation and Tracking

When tracking is available, a shipping confirmation containing a tracking number or tracking link will be sent to the email address provided during checkout.

Tracking information may require time to become active after the shipping confirmation is issued.

Carrier tracking updates are generated by the relevant carrier. Temporary gaps between tracking events do not necessarily mean that the parcel has stopped moving or has been lost.

Customers are responsible for:

• Providing a valid email address;

• Checking their inbox and spam or junk folders;

• Reviewing tracking updates; and

• Responding promptly to carrier delivery notifications.

If you have not received tracking information but believe your order has been dispatched, contact info@hausgem.shop and include your order number.

7. Shipping Carriers

We may use different postal, courier, logistics, fulfilment, or last-mile delivery providers depending on:

• The delivery destination;

• Product availability;

• Parcel size and weight;

• Fulfilment location;

• Carrier capacity; and

• Operational requirements.

We may select or change the carrier where reasonably necessary, provided that doing so does not reduce your mandatory contractual or consumer rights.

The final delivery may be completed by a local postal service or local delivery partner.

8. Multiple Parcels

Products from the same order may be shipped separately.

This may occur where:

• Products are stored at different fulfilment locations;

• Products become available at different times;

• The order contains items of different sizes or categories; or

• Separate shipment improves fulfilment efficiency.

If an order is divided into multiple parcels:

• You will not be charged additional standard shipping fees;

• Each parcel may have a separate tracking number;

• Parcels may arrive on different days; and

• Receiving only part of the order does not necessarily mean that products are missing.

Please review all available tracking information before reporting an incomplete delivery.

9. Delivery Address

You are responsible for providing a complete, accurate, and deliverable address during checkout.

The delivery address should include, where applicable:

• Full recipient name;

• Street name and building number;

• Apartment, unit, or floor information;

• Postal code;

• City;

• Country;

• Telephone number; and

• Any information reasonably required for delivery.

Please verify the address before submitting the order.

hausgem.shop is not responsible for delays caused by incorrect, incomplete, outdated, or undeliverable information supplied by the customer, except where responsibility cannot legally be excluded.

10. Address Changes

To request a delivery-address change, contact us immediately at:

info@hausgem.shop

Please include:

• Your order number;

• The original delivery address; and

• The requested new delivery address.

We will make reasonable efforts to accommodate the request, but we cannot guarantee that an address can be changed after the order has entered processing or has been dispatched.

Once a parcel has been dispatched, any address change may depend on the carrier’s procedures and may not be possible.

We will never request that you send complete payment-card details or security codes by email to verify an address change.

11. Incorrect or Incomplete Addresses

If an order is delayed or returned because the customer provided an incorrect or incomplete address, we may contact the customer to request corrected information.

Where permitted by applicable law, the customer may be responsible for reasonable direct costs associated with:

• Returning the parcel;

• Correcting the delivery information; or

• Sending the parcel again.

No additional cost will be charged where the address problem was caused by hausgem.shop, the carrier, or a circumstance for which the customer is not responsible.

If the customer does not provide the necessary corrected information within a reasonable period, the order may be cancelled and refunded in accordance with applicable law. Reasonable costs already incurred may be deducted only where legally permitted.

12. Delivery Attempts

The carrier may make one or more delivery attempts.

If no one is available to receive the parcel, the carrier may:

• Attempt delivery again;

• Deliver the parcel to a neighbour where legally and operationally permitted;

• Deliver it to an authorised parcel shop or collection point;

• Leave a delivery notice;

• Hold it temporarily for collection; or

• Return it to the sender.

Customers should follow the instructions in the carrier’s notification and collect the parcel within the stated collection period.

13. Uncollected or Refused Parcels

A parcel may be returned if:

• The customer does not collect it;

• Delivery is repeatedly unsuccessful;

• The address is incorrect or incomplete;

• The recipient is unknown at the address;

• The customer refuses delivery; or

• The carrier cannot access the delivery location.

Refusing delivery or failing to collect a parcel does not necessarily constitute a legally valid exercise of the statutory right of withdrawal.

Customers wishing to withdraw from a purchase should send a clear withdrawal statement to:

info@hausgem.shop

Where a parcel is returned for reasons attributable to the customer, reasonable direct return or reshipping costs may be charged or deducted where permitted by applicable law.

This does not apply where delivery failed because of an error by hausgem.shop or the carrier.

14. Delivery Delays

Although we aim to deliver all orders within 15–20 days, delays may occasionally occur.

Possible causes include:

• Severe weather;

• Carrier disruption;

• Customs inspections;

• Public holidays;

• High seasonal parcel volumes;

• Labour disputes;

• Transportation interruptions;

• Security incidents;

• Natural disasters;

• Government restrictions;

• Incorrect delivery information;

• Remote-area delivery limitations;

• Import or export controls; or

• Other circumstances outside our reasonable control.

We will take reasonable steps to address known delays and provide available information.

A delay does not remove any mandatory statutory rights. Where applicable law allows you to set a reasonable additional delivery period and cancel the contract if delivery still does not occur, those rights remain unaffected.

15. Orders Not Delivered Within 20 Days

If your order has not arrived within 20 calendar days after order confirmation, please contact:

info@hausgem.shop

Include:

• Your full name;

• Your order number;

• The email address used during checkout;

• The delivery address; and

• Any available tracking information.

We will review the order status and, where appropriate, open an investigation with the relevant carrier or fulfilment provider.

Carrier investigations may require cooperation from the recipient, including confirmation that the parcel was not received.

We will provide an appropriate solution in accordance with the purchase contract and applicable law if the parcel is confirmed as lost or cannot be delivered within an additional reasonable period.

16. Parcels Marked as Delivered but Not Received

If tracking shows that a parcel was delivered but you cannot locate it, please:

1. Check the delivery location carefully;

2. Ask members of your household;

3. Check with neighbours or building reception staff;

4. Review any delivery notice or carrier photograph;

5. Check any authorised parcel shop, mailbox, or safe place; and

6. Contact us promptly if the parcel remains missing.

Please send your order number and tracking information to info@hausgem.shop.

We may ask the carrier to investigate the delivery. Customers may be required to provide a signed non-receipt declaration or other reasonable information requested during the investigation.

Nothing in this section transfers the trader’s mandatory delivery responsibility to the customer.

17. Lost Parcels

A parcel is not considered lost solely because tracking has not recently updated.

Where a parcel is reasonably suspected to be lost, we may open a carrier investigation.

If the parcel is confirmed as lost, we will provide an appropriate remedy in accordance with applicable law, which may include:

• Sending a replacement, subject to availability; or

• Refunding the amount paid for the undelivered products.

Customers should not submit duplicate refund requests or payment disputes while an active delivery investigation is being handled, unless necessary to preserve a legal deadline or payment-provider right.

18. Damaged Parcels

Please inspect the parcel and products as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact us promptly at:

info@hausgem.shop

Please provide:

• Your order number;

• A description of the damage;

• Clear photographs of the outer packaging;

• Clear photographs of the shipping label;

• Clear photographs or videos of the damaged product; and

• Photographs of any internal protective packaging.

Please retain the product and packaging until we have reviewed the claim, as the carrier may require them for inspection.

Reporting visible transport damage promptly helps us investigate the matter, but a delayed report does not remove any mandatory statutory rights concerning defective or non-conforming goods.

19. Incorrect or Incomplete Orders

If you receive:

• The wrong product;

• The wrong size, colour, or variation;

• An incomplete quantity;

• A parcel with missing products; or

• A product that does not match the order confirmation,

contact info@hausgem.shop promptly.

Please include your order number and clear photographs of:

• The products received;

• The packaging;

• The shipping label; and

• Any product labels or identifying information.

Do not return the products before receiving instructions from us.

We will review the information and provide an appropriate solution in accordance with applicable law.

20. Risk of Loss or Damage

For consumer orders, the risk of accidental loss or damage generally remains with hausgem.shop until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the products.

If the customer independently commissions a carrier that was not offered by hausgem.shop, the risk may pass to the customer when the products are handed to that carrier, to the extent permitted by applicable law.

Nothing in this policy limits mandatory rules governing the transfer of risk in consumer sales.

21. Customs and Import Procedures

Orders delivered across national borders may be subject to customs processing, import controls, or inspections.

Customs procedures may affect delivery times.

For destinations outside the European Union, import duties, taxes, brokerage charges, or other government fees may apply unless they have already been collected during checkout.

Where such charges are not included in the checkout total, they may be collected directly from the recipient by the relevant authority or carrier.

Customers are responsible for complying with lawful import requirements applicable to the destination.

We do not control customs decisions and cannot misrepresent the contents or value of a parcel.

This section applies only where hausgem.shop accepts an order for delivery to a destination subject to customs or import formalities.

22. Delivery Restrictions

Certain products may be subject to legal, regulatory, carrier, or destination-based delivery restrictions.

We may reject or cancel an affected order before dispatch where:

• Shipment is prohibited by law;

• The carrier refuses the product;

• The destination imposes import restrictions;

• Required documentation cannot be obtained;

• The address is outside the available delivery area; or

• Delivery would create a significant security or compliance risk.

If an order is cancelled under this section, any payment collected for the affected products will be refunded without undue delay.

23. Changes and Cancellations Before Dispatch

To request an order change or cancellation, contact:

info@hausgem.shop

Requests should be submitted as soon as possible.

We will try to accommodate the request, but we cannot guarantee a change or cancellation after processing has begun.

If the order has already been dispatched, the customer may exercise any applicable statutory withdrawal right after delivery, subject to the conditions and legal exceptions described in our Return and Refund Policy.

24. Returns

This Shipping Policy applies to the original delivery of an order.

Return procedures, return shipping costs, statutory withdrawal rights, defective products, exchanges, and refunds are governed by our Return and Refund Policy.

Products must not be returned to the address printed on the parcel unless we have expressly confirmed that it is the correct return address.

To request return instructions, contact:

info@hausgem.shop

25. Customer Responsibilities

Customers are responsible for:

• Providing accurate contact and delivery information;

• Monitoring the email address used during checkout;

• Reviewing tracking updates;

• Ensuring that delivery can be accepted;

• Responding to reasonable carrier requests;

• Collecting parcels within the stated collection period;

• Informing us promptly of delivery problems; and

• Complying with lawful import requirements where applicable.

These responsibilities do not remove or reduce any mandatory legal obligations of hausgem.shop.

26. Fraud Prevention and Delivery Verification

We may use reasonable security and fraud-prevention measures before dispatching an order.

These measures may include:

• Reviewing transaction information;

• Verifying the billing or delivery address;

• Confirming payment authorisation;

• Reviewing unusual purchasing activity; or

• Requesting additional verification.

We may temporarily hold an order while verification is completed.

If a legitimate security concern cannot be resolved, we may reject or cancel the order and refund any payment already collected.

We will not ask customers to provide passwords, complete payment-card numbers, or card security codes by email.

27. Events Outside Our Reasonable Control

We are not responsible for delay or failure caused by circumstances outside our reasonable control, provided that we comply with all mandatory legal obligations.

We will take reasonable steps to minimise disruption and resume performance when possible.

If delivery becomes impossible, or if a delay gives the customer a statutory right to cancel the contract, those rights remain unaffected.

28. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in:

• Delivery services;

• Carrier arrangements;

• Fulfilment procedures;

• Available destinations;

• Legal requirements;

• Website functionality; or

• Operational practices.

The policy applicable to an order is generally the version published when the order was submitted.

Changes will not retroactively reduce rights arising from an existing purchase contract.

The current version will be published on hausgem.shop with an updated revision date.

29. Contact Information

For questions about order processing, tracking, delivery delays, missing parcels, damaged shipments, or shipping restrictions, contact:

hausgem.shop
Email: info@hausgem.shop**

Please include your order number and the email address used during checkout so that we can assist you efficiently.