Versand

1. Scope

This policy describes delivery for goods ordered through https://includo.shop, with particular reference to customers in Germany. It covers free standard shipping, processing, delivery estimates, tracking and assistance when a parcel is delayed or cannot be located. For delivery enquiries, contact info@includo.shop.

2. Free Standard Shipping on All Orders

All accepted orders receive free standard shipping, without a minimum order value. The standard shipping charge is zero. We do not add a separate standard fulfilment, postage or handling charge after checkout.

Any optional premium delivery service, if offered, is separately identified with its price before purchase. Choosing a premium service is optional. This policy does not imply that express delivery is currently available.

3. Delivery Destinations

Germany is the market addressed by this policy. The checkout determines whether a particular address can be served. Do not assume an unlisted destination is available simply because a product page can be accessed from that country.

If a delivery limitation applies to a particular item or destination, it should be communicated before you submit the order. An accepted order is not subject to an undisclosed address surcharge without your agreement.

4. Processing Time

Our usual order processing period is 1–2 business days after the order is placed and the required payment authorisation and order details are available. Business days are Monday to Friday, excluding applicable public holidays.

Processing includes checking the order information and preparing the shipment. If a genuine issue prevents normal processing, such as an incomplete address or unresolved payment authorisation, we contact you. An issue does not permit us to keep a payment indefinitely without fulfilling the purchase or providing the appropriate remedy.

5. Estimated Total Delivery Time

For delivery to Germany, the estimated total period is 15–20 calendar days from placing the order. This total includes the usual 1–2-business-day processing period. It is not a further 15–20 days added after processing.

Calendar days include weekends and public holidays even where carriers do not make deliveries every day. The estimate is intended to help you plan and is subject to actual carrier operations and genuine disruption. An individually agreed delivery date or a clearly stated product-specific commitment takes priority over a conflicting general estimate.

6. Order Confirmation

After checkout, an email acknowledgement provides identifying details of the order. Check the selected goods and delivery address. Email info@includo.shop promptly if something appears incorrect.

An automatic acknowledgement confirms receipt unless it expressly states acceptance. The contract-formation terms explain when the order is accepted. If you cannot locate an acknowledgement, check spam or junk folders before contacting us with the email used at checkout.

7. Dispatch and Tracking

Tracking details are emailed when the shipment is dispatched. The tracking link or reference allows you to view available carrier updates. The first physical scan may not appear immediately after the notification, and updates may be intermittent while a shipment moves between facilities.

A label being created is not by itself proof that the carrier has received the parcel. If there is an extended period without a meaningful update, email us. We will review the shipment information and contact the relevant provider where needed.

8. Carriers and Separate Parcels

The carrier used depends on the shipment and destination. We do not guarantee a named carrier unless that choice is expressly agreed for your order. The selected standard service remains free.

An order may arrive in more than one parcel where fulfilment requires it. You will not be charged extra standard shipping for a split we organise. If separate tracking references are available, we provide the relevant details. Contact us if the order appears incomplete after the stated shipments have arrived.

9. Address Accuracy and Corrections

Provide the recipient name, street and house number, any necessary apartment details, postcode and city accurately. Add access or delivery information only where appropriate and avoid unnecessary sensitive personal details.

If you request a correction before dispatch, we try to update the shipment. Once the carrier has received it, changes may no longer be possible. A request to alter an address does not itself confirm that the carrier has accepted the alteration.

10. Incorrect Addresses and Redelivery

If an incorrect or incomplete address supplied by you causes a failed delivery or return, contact us to discuss the available options. We may seek agreement to reasonable actual redelivery costs where the law permits and the failure is attributable to the incorrect information.

We do not automatically keep the purchase payment or impose a fixed penalty. A valid statutory withdrawal or other legal remedy remains available. If the addressing mistake was ours, we bear the appropriate correction and redelivery costs.

11. Delivery Attempts and Collection Points

A carrier may leave a notice, request a new delivery arrangement or hold a parcel at a collection point according to its service. Review notices promptly and follow the carrier's instructions where reasonable. Contact us if the instructions are unclear or an attempted delivery appears inaccurate.

Failure to collect a parcel does not necessarily communicate an unequivocal withdrawal declaration. If you wish to withdraw, tell us clearly. We assess any returned parcel and the available refund or redelivery options under the policy and applicable law.

12. Delay During Busy Periods

Seasonal demand, public holidays, severe weather, transport disruption and carrier capacity issues may affect delivery. We provide material information available to us and investigate when the expected delivery period has been exceeded.

The existence of a delay does not turn the estimate into an unlimited delivery period. If an agreed or legally applicable delivery deadline is missed, statutory remedies may include setting an appropriate additional period and terminating if delivery still does not take place. Where the law allows termination without an additional period, those rights remain available.

13. Cross-Border Logistics and Import Charges

A dispatch origin should not be inferred from the market served or the domain name. Where a shipment involves cross-border procedures, we remain responsible for the delivery commitments associated with the accepted purchase.

Consumer prices for Germany include applicable VAT. We do not use this policy to impose unspecified import duties, taxes or carrier fees after checkout. If a carrier requests an unexpected amount not clearly disclosed and agreed before purchase, contact info@includo.shop so we can address the issue before you make an avoidable payment.

14. Tracking Shows Delivery but No Parcel Is Found

Check whether another member of your household or an expressly designated recipient accepted the parcel, and review any legitimate delivery notice. These checks may help locate it but are not a requirement to investigate the entire neighbourhood before seeking assistance.

Email us with the order and tracking references and describe what you have checked. We investigate the delivery evidence and carrier records. A delivery scan alone is not automatically treated as conclusive proof of lawful delivery in every situation.

15. Lost Parcels and Transport Risk

For ordinary consumer delivery arranged by us, transport risk generally remains with us until you or your designated recipient receives the goods, subject to the applicable statutory exceptions. We do not transfer that risk simply when our carrier collects the shipment.

If goods are lost or not properly delivered, we address the appropriate delivery or refund remedy under the contract and law. We may investigate with the carrier, but do not require you to recover our carrier claim as a condition of exercising your own rights.

16. Damaged or Incorrect Goods

If an item arrives damaged or is incorrect, email us as soon as reasonably practical. Photographs of the product and packaging can assist our investigation, but a short reporting target does not extinguish statutory rights. You do not need to obtain a carrier's admission of fault before contacting the seller.

We organise an appropriate remedy and bear necessary costs where legally required. Our Return and Refund Policy explains the separate treatment of statutory defect claims and voluntary returns.

17. Cancellation and Returns

Contact us quickly if you want to stop an order before dispatch. We try to stop fulfilment where practical. Dispatch does not eliminate an eligible statutory withdrawal right, and withdrawal can be declared before the goods arrive.

Eligible goods have our additional 30-day voluntary return service alongside the statutory withdrawal right. We provide a prepaid return label or suitable collection arrangements for returns covered by our policy. Free outbound shipping is not deducted retrospectively as a hidden return charge.

18. Refund Timing

Where a refund is due, we use the original payment method unless a different lawful method is expressly agreed without charge. Our service target is to initiate the refund within seven calendar days once it is due and any lawful withholding has ended, subject always to the applicable statutory deadline.

Banks and payment services control their posting times. A processing target is not a guarantee of the date on which every account displays the funds. We send confirmation of the initiated refund and assist with a missing refund enquiry.

19. Support and Policy Changes

Contact info@includo.shop with your order number and a description of the delivery question. We aim to respond within 1–2 business days. This does not extend any mandatory deadline or prevent you from seeking a remedy sooner where the law permits it.

Updates to this policy apply to future orders and do not retroactively remove an existing delivery commitment. Mandatory consumer protections and any individually agreed contractual delivery terms take priority.