Shipping Policy

1. Order Processing

All orders placed via Praxelia online shop will be processed within 1 to 3 working days after successful payment verification. Orders received on weekends, German public holidays will be processed on the next available working day. We reserve the right to reject or cancel orders in cases of invalid or incomplete delivery address, product stock shortage, abnormal order behaviour or failed payment. In such situations, we will notify you via the registered email address without delay.

2. Delivery Areas & Estimated Transit Time

We deliver goods to addresses within Germany and all EU member states.

• Germany domestic delivery: 3–7 working days after dispatch
• Other EU countries: 7–14 working days after dispatch All stated delivery times are estimated values only and cannot be legally guaranteed. Delays may arise due to carrier operational disruptions, adverse weather conditions, customs inspection, high seasonal order volume, public strikes or other unforeseeable events outside our control.

3. Shipping Fees

Shipping costs are calculated automatically and clearly displayed on the checkout page before you confirm payment. Free shipping may be offered for orders that meet the minimum order value requirement. Additional surcharges may apply for remote islands, mountainous regions or locations that are difficult for carriers to access. The final shipping cost will be confirmed at checkout.

4. Shipment Tracking

Once your parcel has been handed over to the logistics carrier, we will send a dispatch confirmation email containing your unique tracking number and tracking link to your contact email. You can check the real-time delivery status online. If the tracking information shows the parcel has been delivered but you have not received it, please check with your neighbours or local parcel collection point first. Please contact our support team within 7 calendar days after the marked delivery date for further investigation.

5. Damaged, Lost or Missing Parcels

Please inspect your parcel immediately upon receipt. If the goods arrive damaged, broken or with missing items, you need to take clear photos of the outer packaging, shipping label and damaged products, then send these materials to our customer service within 48 hours after delivery. We will file a damage claim with the logistics provider. For lost parcels, we will start an official carrier investigation after the maximum estimated delivery period expires. Refund or reshipment arrangement will be processed only after the logistics company confirms the parcel loss.

6. Customs, Import Duties and Taxes

Shipments transported within the European Union do not incur additional customs duties. For deliveries to non-EU destinations, all import duties, customs taxes and clearance fees are borne solely by the recipient. These charges are collected by local customs authorities upon arrival. Praxelia cannot predict, cover or reimburse any such customs-related costs.

7. Return Shipping

When you exercise your statutory right of withdrawal, you shall bear the direct costs for returning the goods, unless the product is defective, incorrect item was delivered due to our mistake. The valid return address and return instructions will be provided to you once your withdrawal request is confirmed. Goods must be returned in original packaging and proper condition.

8. Force Majeure

Praxelia shall not be held responsible for delivery delays or non-delivery caused by events beyond reasonable control, including natural disasters, epidemic restrictions, transport strikes, official government regulation changes and carrier service suspension. We will inform customers promptly once such incidents occur and seek feasible alternative solutions where possible.

9. Address Modification

Address changes can only be accepted before the order is dispatched. Once the parcel has been handed over to the carrier, we cannot modify the delivery address. Incorrect address information provided by customers which results in failed delivery, redelivery cost or parcel loss shall be the responsibility of the customer.

10. Undeliverable Parcels

If a parcel is returned to us as undeliverable because of wrong address, recipient refusal or failed pickup, we can arrange reshipment. The reshipping fee will be charged to the customer. Alternatively, we can process a product refund after deducting the original shipping cost and return handling fee.