Shipping policy

• What is the shipping cost?

  • Germany: 5€ lump sum

  • Switzerland and Norway: 15€ lump sum

  • Belgium, Bulgaria, Denmark, Estonia, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Malta, Netherlands, Poland, Portugal, Sweden, Slovakia, Slovenia, Spain, Hungary, United Kingdom, Cyprus: 13€ flat rate

• Does Portofino Ceramica ship outside Germany?

  • We ship all over Europe. Please note that non-EU countries may incur customs duties, which must be paid by the buyer.

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• How do you ship?

  • The shipping is climate-neutral through DHL GoGreen, which you can track at any time using your tracking number. Furthermore, DHL will notify you about the delivery approx. 24 hours before delivery by email.

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• How long does it take to get the goods to me?

  • The delivery time by DHL within Germany is 2-4 working days.

  • The delivery time by DHL to Austria is 5-9 working days.

  • The delivery time by DHL to Switzerland is usually 5-9 working days.

  • The delivery time by DHL in the rest of Europe is usually 8-12 working days

  • The delivery time by DHL to non-EU countries can be delayed by customs procedures, we have no influence on this.

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• How is the packaging done?

  • We attach great importance to our packaging. After all, all orders should arrive safely and undamaged. We also pack exclusively with recycled materials and mainly with biodegradable and packaging materials to protect our environment. We use our packaging as often as possible. We would also be pleased if you have another use for the packaging.

  • We are also currently working on individual packaging solutions so that we will soon be able to ship completely plastic-free.

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Returns

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• How is a return of goods carried out?

  • If you want to return one or more items, you can do so until 14 days after receipt of the goods.

  • The goods must be in unused and undamaged condition.

  • It is important that the goods are packed exactly as you received them. This is the only way to guarantee that the articles will arrive undamaged.

  • To initiate a return within Germany, please click on the following link to create a DHL return label: https://www.dhlpaket.at/dhl-rpi/gw/rpcustomerweb/OrderEntry.action?hash=%24apr1%24b6hzLUnJ%24NZg1O9bJBz3cWZRTcdBO.

  • For a return from Austria please click on the following link to create a return label: https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=%24apr1%24Jb.wWQIU%24wtSS4.eM1j.fe4p4dPDWy1

  • For a return from Switzerland, please click on the following link to create a return label https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=%24apr1%24AWIKPIda%241QnYEa6RfAMQ6CdPj%2F8gB%2F

  • For returns from other European countries, the shipping marks for the return must be issued and cleared, otherwise we cannot accept the goods.

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• What are the costs for the return

  • For the return within Germany we charge a flat rate of 7€. We will deduct this from the refund of the purchase price after receipt of the undamaged goods.

  • For a return from Austria we charge a flat rate of 14€.

  • For the return from Switzerland we charge a flat rate of 16€.

  • The costs for returning goods from other European countries must be organized by yourself and can vary depending on the country.

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• How is the refund made

  • Refunds will be made shortly after receipt of the undamaged goods to the means of payment you used for payment.

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• How must the goods be packed for a return?

  • Please make sure that the goods are packed exactly as you received them. This is the only way to guarantee that the items will arrive undamaged.

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