About Us

Welcome to includo.shop

includo.shop is an online store serving customers in Germany through https://includo.shop. Our approach to online shopping centres on clear information, straightforward ordering and support that remains available after an order has been placed. We want customers to understand what they are purchasing, how delivery works and what options are available if an item is not right for them.

Shopping online should allow you to make a considered decision in your own time. Our website brings product information, ordering facilities and customer policies together so that you can review the details before committing to a purchase. If you need clarification about a listing or an existing order, contact info@includo.shop.

Our Purpose

Our purpose is to make the buying process understandable from the first visit through delivery and any after-sales enquiry. We focus on explaining the practical details that matter: the product selected, the price payable, the expected delivery period and the process for obtaining assistance.

We recognise that a successful shopping experience involves more than placing an item in a basket. Customers need useful information before checkout and an accessible way to raise questions afterwards. Our customer policies explain those stages and the commitments that apply to orders.

A Considered Shopping Experience

Before ordering, please review the description, available options, measurements, materials, care information and other specifications shown on the relevant product page. The information provided for the particular item is the best starting point for deciding whether it meets your needs.

Photographs help illustrate an item, while written specifications explain the characteristics that may not be obvious from an image. Screen settings and lighting can influence the appearance of colours. These normal display differences do not remove our responsibility to supply goods that conform to their description and the applicable contract.

If a characteristic is important to your purchase and is not clear from the listing, we encourage you to email us before ordering. We will address the enquiry using the information available rather than asking you to rely on assumptions about the item.

Clear Pricing and Checkout

The price for your selected item and the order total are displayed during checkout. Consumer prices for orders to Germany include applicable VAT. All orders accepted by our store include free standard shipping, with no minimum order value for that service.

The payment methods actually available to you are displayed at checkout. Availability can depend on your location, device or the payment provider's requirements. A payment option should only be relied upon when it appears in the checkout for your order.

Our Shopify Store

Our online store uses Shopify to provide the storefront and ordering infrastructure. Shopify supports the technical shopping experience; includo.shop remains the customer-facing store responsible for addressing enquiries about the goods and the fulfilment of its orders.

The fact that our store uses Shopify does not mean that Shopify manufactures the products, guarantees delivery or acts as the seller of our merchandise. Please direct product, delivery, return and refund questions to info@includo.shop.

Free Standard Delivery

We provide free standard shipping on all accepted orders. For deliveries to Germany, the estimated total delivery time is 15–20 calendar days from placing your order, including our usual processing period of 1–2 business days. Business days mean Monday to Friday, excluding applicable public holidays.

This estimate describes the time until delivery, rather than a processing period followed by a separate 15–20-day transport period. Carrier operations, peak demand, severe weather and other disruptions can affect the estimate. If a delivery issue arises, please contact us so that we can investigate and explain the available next steps.

Shipment tracking information is provided by email when the shipment is dispatched. Tracking can take time to show its first carrier scan. Our Shipping and Delivery Policy explains address corrections, unsuccessful delivery attempts and delayed or missing parcels.

Returns and After-Sales Support

We offer a 30-day voluntary return period for eligible goods, measured from delivery. This additional store benefit operates alongside the statutory withdrawal rights and legal remedies available to consumers. The conditions applicable to voluntary returns are explained in our Return and Refund Policy.

Customers in Germany generally have a statutory 14-day withdrawal right for eligible distance purchases. Defective, damaged or incorrectly supplied goods are also addressed under the applicable statutory rules. We do not treat a voluntary return deadline as the end of your legal rights.

Please contact info@includo.shop for return instructions. We provide a prepaid label or arrange an appropriate return method for returns covered by our policy. A return enquiry helps us identify the order and guide you through the logistics; it is not a requirement to obtain permission before exercising a valid statutory withdrawal right.

Customer Communication

Email is our customer support channel. Please include your order number if you have one and describe the question as clearly as possible. For a product issue, relevant photographs may help us understand the situation, but we will not make photographs an absolute condition for exercising legal rights.

We aim to respond within 1–2 business days. This is a service target rather than a restriction on when you may contact us or an extension of any statutory deadline. Messages received during weekends or public holidays are handled when normal support processing resumes.

Please never send a full payment card number, card security code or account password by email. We only need the information reasonably required to identify the purchase and resolve the issue.

Respect for Personal Information

Ordering online involves sharing information such as your name, delivery address and contact details. Our Privacy Policy explains how personal information is used in connection with browsing, purchases, customer support and any optional features offered through the store.

Where consent is required for optional cookies or marketing activities, your choice should be respected. Refusing optional marketing does not remove access to order support, delivery updates or the rights associated with a purchase.

Our Commitment to Customers in Germany

Our policies are intended to make our commitments understandable while preserving mandatory consumer protections. Product descriptions, checkout information and the terms applicable to an accepted order work together to explain the purchase.

We welcome questions about any part of the shopping experience. Useful customer feedback helps identify unclear product information, delivery difficulties and opportunities to improve communication. We consider that feedback without requiring customers to give up their statutory rights or agree to changes to an existing order.

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