Shipping policy
Shipping Policy
Processing, delivery estimates, costs, tracking, delays, address responsibilities, customs, multiple parcels, and support guidance.
Overview
This Shipping Policy explains how druxen prepares orders, provides shipment information, and handles common delivery issues. Delivery services and estimates vary by destination, product availability, carrier network, and customs requirements. The checkout and order confirmation provide the most relevant information available for a particular purchase.
Processing Time
Orders require processing before dispatch to verify payment, product details, quantity, size, and shipping information. Processing generally takes several business days, but may be longer during promotions, public holidays, high order volume, stock reconciliation, or additional product preparation. Business days normally exclude weekends and local public holidays.
Shipping Time
Shipping times vary depending on the destination, selected carrier service, customs procedures, and local delivery conditions. The estimated delivery times below are provided as a general reference and begin after your order has been processed and dispatched.
| Destination | Estimated Delivery Time | Basic Shipping Fee |
|---|---|---|
| United States | 5–10 Business Days | From €6 |
| European Countries | 4–8 Business Days | From €6 |
| Australia & New Zealand | 7–12 Business Days | From €6 |
| Other Countries & Regions | Please contact us for an estimated delivery time | Calculated based on destination |
Shipping Notice: Delivery times are estimated in business days and are not guaranteed. Actual delivery dates may vary due to customs clearance, public holidays, weather conditions, carrier delays, remote locations, or other factors outside our reasonable control.
Shipping Costs
Shipping costs are calculated or displayed during checkout based on destination, parcel characteristics, service level, and any available promotion. Costs may change if the address, product quantity, or service selection changes before the order is completed. Charges imposed by customs authorities are separate unless checkout expressly states that they are included.
Shipping Confirmation
After the parcel is transferred to the carrier, a shipping confirmation is generally sent using the contact information supplied with the order. The confirmation may include the carrier, tracking reference, dispatch date, and delivery estimate. Customers should check spam or filtered folders and ensure the contact information is accurate.
Order Tracking
When a tracked service is available, use the tracking reference to view carrier events. The first scan may not appear immediately, and events can be delayed during transfer between logistics partners. Tracking is a carrier-generated record and may show an estimated status that later changes.
Delivery Delays
Delays may result from severe weather, customs review, carrier disruption, peak parcel volume, transportation restrictions, remote destinations, security checks, or events outside reasonable control. Review the tracking record and allow a reasonable additional period after the estimate. Contact us when there has been no meaningful update for an extended period.
Incorrect or Incomplete Shipping Address
Customers must provide a complete and accurate delivery address, recipient name, postal code, and any required apartment, unit, or access information. Contact us immediately if an error is discovered; changes cannot be guaranteed after processing or dispatch. Additional carrier charges, reshipment costs, or non-delivery caused by an incorrect customer-provided address may be the customer’s responsibility where permitted.
Undelivered Packages
A parcel can be returned or held because of failed delivery attempts, refusal, an inaccessible location, unclaimed customs contact, or an address problem. If tracking shows an exception, contact the carrier promptly and also notify us. A returned parcel will be reviewed before reshipment or refund options are determined, and original shipping costs may be non-refundable where the failure was not caused by us.
Customs, Taxes, and Duties, Where Applicable
Cross-border shipments may be examined by customs and may be subject to import duties, taxes, brokerage fees, or local handling charges. Unless checkout clearly states that such amounts are included, the recipient is generally responsible for charges assessed by the destination country. Customs processing can delay delivery and may require information from the recipient.
Multiple Shipments
An order may be divided into more than one parcel because products are prepared separately, originate from different fulfillment locations, or require different carrier services. Separate tracking references may be issued. A partial delivery does not necessarily mean that the remaining items are missing, so review all shipment notices before reporting a shortage.
Contact
For a shipping question, use the Contact Page at contact us and provide the order reference, recipient name, delivery destination, and latest tracking status. If the parcel is damaged, preserve the packaging and provide clear photographs. Do not share complete payment details in a shipping request.
Shipping Support
Use the Contact Page for address concerns, delayed tracking, delivery exceptions, or damaged parcels.
Contact Shipping Support