Versand und Lieferung - Metal Clay Experience

IMPORTANT INFORMATIONS

DELIVERY

Metalclay-Shop delivers worldwide. We work with a few different delivery providers to do this. Here you’ll find important information about dispatch and delivery.

Shipping to the EU

We ship from Luxembourg to many countries in the European Union (EU), with a few exceptions. There are no additional costs apart from the delivery charge.

Shipping to UK

Deliveries to the United Kingdom are made via FedEx on a DDP (Delivery Duty Paid) basis. This means you will not be charged any additional costs upon delivery. The minimum value of your order must exceed £135 for this delivery arrangement to apply.

Shipping to all other countries

Delivery is carried out by DHL Express or FedEx. Additional costs will be applied, which are not included in the purchase price. These include, in particular, import VAT, customs duties and any clearance and handling charges. These costs are incurred by the recipient’s country and must be borne by the recipient.

Customers from Switzerland

Swiss customers can have their order sent to an address near the border, e.g. via grenzpaket.ch, colisexpat.com, etc. Please remember to take out additional insurance for your parcel, as our liability ends upon delivery to the parcel shop or service provider.

The billing address must be your home address and not the delivery address. No changes can be made once the order has been placed. Please pay by bank transfer or credit card. If you do, however, use PayPal, we will invoice you for these fees retrospectively.

Shipping rates

We offer various delivery options, which differ in terms of price and speed: ECONOMY, PRIORITY and PREMIUM. The table below provides an overview of the delivery charges. Surcharges may apply for heavier items or deliveries to remote areas.

Delivery times

The delivery time consists of two factors: order processing and transit time.

FURTHER DELIVERY GUIDELINES

The following information will help you to better understand our delivery charges and know how to respond if any issues arise.

Why do I have to pay delivery charges?

Every order must be carefully packed and delivered to you reliably. This involves packaging materials, delivery providers and staff. We want to offer our products at fair prices rather than including a flat-rate delivery charge in the product prices. This means you only pay for your order and the actual delivery costs – it’s transparent and easy to understand.

Additional fees

DHL Express and other delivery providers charge a surcharge for deliveries to so-called ‘remote areas’. The relevant postcodes are sometimes automatically identified in our shop for Germany, Austria, Switzerland, France and Greece. Changes may occur at any time. In such cases, we only become aware of this when creating the dispatch label. We will then contact you straight away to ask whether you would like to pay the surcharge, choose a different delivery method or cancel the order. You can view the current list from DHL Express here Download

Delivery by freight company

Large stoves are dispatched via a haulage company. Prices are calculated based on the delivery address. Please contact us if necessary before placing your order.

Shipping to a parcel collection point

Delivery to a parcel collection point is a convenient way to receive your order quickly and securely. Please ensure that your chosen delivery provider supports delivery to your chosen parcel collection point and that you enter all the necessary details for the collection point correctly. We will not be able to amend these details at a later date.

Eine direkte Lieferung an myFlexBox wird derzeit vom Betreiber der Paketstationen nicht gestattet. Wenn du diesen Dienst gerne benutzen möchtest, dann lass die Bestellung an deine gewohnte Lieferadresse schicken. Wenn das Paket dann unterwegs ist, kannst du es an myFlexBox umleiten lassen. Bitte beachte auch in diesem Bezug unsere AGB.

Shipping to a parcel collection point

Pickup in the shop

We have our own premises where we hold our courses and workshops. However, as our product range is very extensive, we do not use these premises as a shop.

If you would prefer to collect your order – such as a kiln, for example – in person, please arrange an appointment with us in advance so that we can prepare the items you require and have them ready for you.

RETURNING GOODS

You may cancel the purchase contract within 14 days of receiving the goods. Please use the relevant button on our website to do so and refer to our Terms and Conditions. The cost of returning the goods is payable by the buyer.

WHERE IS MY ORDER?

You can track your parcel at any time using the tracking number. To do so, simply use the link we sent you by email, or the one available in the customer area of the shop.

According to the status, the parcel has been delivered

If the tracking information shows your parcel as ‘Delivered’ but you haven’t received it, that doesn’t necessarily mean it has been stolen or lost.

1. Check the delivery address
Please check your order confirmation or the customer portal to ensure that the delivery address is correct.

2. Check your letterbox
Some of our parcels fit into a standard letterbox. That’s why they’re often delivered this way, rather than the postman ringing your doorbell and handing them to you in person.

3. Ask members of your household or neighbours
Sometimes another person in your household or in the neighbourhood will accept your parcel if the delivery driver didn’t find you at home. Ask if anyone has taken delivery of your parcel.

4. Check the area around the delivery point
The parcel may have been left at a ‘safe’ location. Depending on the courier service, you may have specified such a location some time ago, and the delivery driver may still be using it.

6. Wait
In some cases, parcels are already marked as delivered even though they have not yet been delivered. There may well be a delay of 1–2 days.

6. Checking with the shipping company
Get in touch with the courier. The courier handling your order will have the most reliable information.

7. Contact us
If, despite our best efforts, you do not receive your parcel within 30 days, please get in touch with us. We will do our best to arrange for the courier company to investigate the matter.

The shipment does not arrive

Parcels can go missing. Unfortunately, this is very frustrating as it always involves a loss of time and money.

However, most service providers only consider it a loss if the transit time exceeds 30 days. We can confirm this from experience: for reasons beyond our understanding, some parcels simply take much longer than average to arrive.

If your parcel has been in transit for more than 14 days, please get in touch with us. We will launch an enquiry. A replacement or a refund will be issued after 30 days.

If your parcel is indeed deemed lost, we will either issue you with a credit note or refund your money. We cannot resend orders.

The parcel could not be delivered

If your parcel has been marked as undeliverable, please check the reason:

1. Is the address correct? Is there a clearly visible house number on the building that the postman can easily find?
2. Does the name on the order match the name on the doorbell or letterbox?
3. Was the parcel perhaps dropped off at a parcel shop but not collected?
4. Did anyone refuse to accept the parcel?

Please get in touch with the transport company as soon as possible to obtain further information.

We will charge the return costs for a parcel that cannot be delivered if this is due to the customer’s own fault.

Parcel arrives damaged

Unfortunately, even careful packaging of the goods cannot always guarantee that your order will arrive undamaged. If your order arrives damaged, please contact Metalclay Shop customer services.