Shipping and Delivery Policy

Last updated: September 6th, 2026

 

Section 1 – Scope

This Shipping and Delivery Policy applies to orders placed through our online store and forms part of our Terms and Conditions.

Section 2 – Delivery Areas

We currently deliver within Germany and to the European countries listed below.

Section 3 – Shipping Methods and Costs

Germany:

Shipping Method	Cost	Delivery time*
Standard (DHL)	from 4,90 €	2-4 business days
Express (DHL)	from 9,90 €	1-2 business days

Please note: The paid DHL Preferred Delivery Date service is available only in conjunction with standard shipping within Germany. It cannot be combined with express shipping. Further information can be found in Section 4.

Europe:

Shipping Method	Zone	Cost	Delivery time*
Standard	Euro 1	7,90 €	2-6 business days
Standard	Euro 2	9,90 €	2-6 business days

*The delivery times stated are non-binding estimates. They begin on the date of dispatch and apply to deliveries on business days. If the DHL Preferred Delivery Date service is selected, delivery is instead scheduled for the selected date in accordance with Section 4.

Zones in Europe:

Zone	Country
Euro 1	Belgium, Denmark, France, Italy, Luxembourg, Monaco, the Netherlands, Austria, Poland, Slovakia, Spain, Czech Republic, Hungary
Euro 2	Bulgaria, Estonia, Finland, Croatia, Ireland, Latvia, Lithuania, Portugal, Romania, Sweden, Slovenia

Section 4 – DHL Preferred Delivery Date

For delivery addresses within Germany, customers can select a preferred delivery date in the shopping cart for an additional charge of €2.99. This charge is added to the regular shipping costs.

The DHL Preferred Delivery Date service is available only in conjunction with DHL standard shipping and cannot be combined with express shipping.
Due to our processing time, the selected delivery date must be at least six calendar days after the date on which the order is placed. Deliveries are available from Monday to Saturday. There is no maximum advance booking period.

We commission DHL Paket with the “Delivery Date” service in due time and hand over the shipment within the time frame specified by DHL. Transportation and the actual delivery process are carried out by DHL.
Despite correct and timely commissioning, the shipment may exceptionally be delivered on a different date, for example due to unforeseen operational disruptions, force majeure or strikes. Your statutory rights remain unaffected.
If neither delivery nor an attempted delivery takes place on the selected date despite correct commissioning, and the customer is not responsible for the failure, we will refund the additional charge of €2.99 paid for the Preferred Delivery Date service.

The additional service relates to delivery or an attempted delivery on the selected date. It does not guarantee that the shipment will be handed over to the recipient personally. DHL’s usual delivery options, such as delivery to an alternative recipient or to an agreed safe place, remain unaffected.

Section 5 – Free Shipping

For orders within Germany, standard shipping is free from €69.00; for other countries within the EU, it is free from €99. Other promotions or tiered prices may apply and are only valid if explicitly stated.

Section 6 – Order Processing and Delivery Time

Orders are generally processed within a maximum of 2 business days after receipt of payment (for advance payment orders) or after the order has been placed.

If an order contains multiple items, shipment will be made in a single delivery. If one item is delayed, the longest applicable delivery time shall apply to the entire order.

Section 7 – Shipment Tracking

Once your order has left our warehouse, you will automatically receive a shipping confirmation email containing a tracking number. This allows you to monitor the status of your shipment at any time.

Section 8 – Damaged or Lost Shipments

If your order arrives damaged, please notify us within 24 hours of delivery by sending an email to info@kristalla-luxury.com together with photographs of the damaged items and the packaging.

If your shipment has not arrived within 8 business days after dispatch, please contact us. We will investigate the matter with the shipping carrier and, where appropriate, arrange a replacement or issue a refund.

Section 9 – Returns

Information regarding withdrawal, returns, and refunds can be found in our Cancellation Policy.

Section 10 – Contact Information

If you have any questions regarding shipping or delivery, please feel free to contact us via our contact form.