Shipping policy

Shipping Policy

Trade name: Olaviera Phone number: +494089019010 Email: hello@olaviera.shop Physical address: Fangdieckstraße 114, 22547 Hamburg, Deutschland Effective Date: September 2026

1. Order Processing and Pre-Shipping Verification

All orders placed through the official Olaviera website will be thoroughly reviewed, verified, and processed within 1 to 3 full business days after successful payment confirmation. Business days are defined as Monday through Friday and exclude all German federal public holidays, regional holidays, weekends, and official seasonal store closure periods announced by Olaviera. Any orders submitted after daily business cutoff hours, on weekends, or during public holidays will be queued and processed starting on the next official working day.

Olaviera reserves the full right to perform comprehensive pre-shipping verification procedures for every order, including payment authenticity validation, billing and shipping address consistency checks, recipient information verification, inventory availability confirmation, anti-fraud risk assessment, and abnormal order screening. In cases of mismatched payment details, incomplete delivery information, inconsistent order data, suspicious transaction behavior, high-risk order patterns, inventory shortages, or unverified customer identity, our customer support team will contact the customer via registered email to request confirmation and supporting documents. Order processing will be temporarily suspended until sufficient and valid verification information is received.

Customers are solely and fully responsible for providing 100% complete, accurate, valid, and deliverable shipping information, including detailed street name, house number, building details, floor information, apartment unit, access code, and active contact telephone number. Olaviera shall not be held liable in any capacity for delivery failure, return-to-sender parcels, parcel loss, redelivery fees, detention charges, logistics surcharges, or any additional costs arising from incorrect, incomplete, outdated, invalid, or undeliverable customer-provided addresses. Once a parcel has been picked up and dispatched by the logistics carrier, address modifications, order corrections, and recipient information updates are no longer guaranteed and may not be supported.

2. Shipping Coverage and Estimated Delivery Timeframes

Olaviera provides reliable worldwide shipping services covering domestic Germany, all European Union member states, European Economic Area countries, and international destinations globally. All delivery times listed below are estimated reference values only and do not constitute legally binding delivery deadlines. Minor or moderate delivery delays may reasonably occur due to peak season logistics congestion, carrier operational delays, customs inspection procedures, random customs holds, extreme weather conditions, transportation strikes, public holiday backlogs, airline suspension, and other force majeure circumstances beyond our operational control.

Domestic Germany: 3–7 business days after dispatch
European Union & EEA Countries: 7–14 business days after dispatch
Global International Destinations: 14–28 business days after dispatch

3. Shipping Fees, Calculation Rules and Promotions

All shipping fees are dynamically and automatically calculated during the checkout process based on destination country, parcel total weight, dimensional volume, packaging specifications, and selected shipping service level. All logistics costs, surcharges, and handling fees are fully displayed to customers before final payment confirmation. There are absolutely no hidden fees, undisclosed backend charges, or additional logistics costs applied after order completion.

Olaviera may offer free standard shipping promotional benefits for orders that meet the minimum cart value threshold displayed on the official website. Free shipping promotions apply exclusively to standard shipping services only. Any express shipping, expedited delivery, priority handling, or special logistics upgrades will incur additional charges regardless of free shipping eligibility. Olaviera reserves the unconditional right to adjust shipping rates, free shipping thresholds, regional surcharges, and promotional rules at any time without prior notice in response to logistics market fluctuations, carrier price adjustments, and operational optimization needs.

4. Parcel Dispatch, Packaging and Real-Time Tracking System

After your order completes internal verification, quality inspection, professional sorting, and secure packaging at our local German warehouse, the parcel will be officially dispatched and handed over to authorized logistics carriers. A formal shipping confirmation email containing your unique parcel tracking number, official carrier tracking link, and shipment details will be automatically sent to your registered email address.

Please note that newly generated tracking information typically requires 24–48 hours of system synchronization time before fully updating on the carrier’s official tracking platform. This data synchronization delay is standard logistics behavior and does not affect actual parcel transit status or delivery progress.

If you do not receive the dispatch confirmation email within 3 working days after successful payment, please first check your spam, junk, or promotion mailbox folders. If the email remains missing, please contact our customer service team immediately for manual order status verification and tracking assistance.

5. Customs Regulations, Import Duties and Tax Liability

For all cross-border shipments outside Germany, including intra-EU cross-border deliveries and international shipments to non-EU countries, all applicable local import VAT, customs duties, governmental clearance fees, administrative charges, border inspection fees, and any other related taxes are the sole financial responsibility of the customer and recipient.

Olaviera has no control over destination country customs policies, inspection standards, clearance efficiency, tax regulations, and random inspection rules. We cannot predict customs detention risks, clearance delays, random duty assessments, or incidental charges imposed by local authorities. All customers placing cross-border orders are strongly recommended to fully verify local import regulations, prohibited item lists, and tax rules of their destination country before completing purchase.

If a parcel is detained, rejected, abandoned, confiscated, or returned to our warehouse due to unpaid duties, incomplete customs declaration documents, destination country import restrictions, prohibited content issues, or customer personal reasons, the original outbound shipping cost, return logistics fees, customs penalty charges, and related handling costs will be deducted from any applicable refund.

6. Damaged, Defective, Missing and Lost Parcel Claim Policy

All customers are required to carefully inspect outer packaging integrity, packaging condition, and internal product completeness immediately upon receiving the delivered parcel. All after-sales claims regarding damage, defects, missing items, or incorrect goods must be submitted in strict accordance with the official time limits and evidence requirements below.

Damaged packaging or defective products: Customers must submit a formal claim with clear, original, unedited photos of the outer shipping packaging, shipping box, packing materials, protective fillers, and defective products within 48 hours after successful delivery confirmation.

Missing items or incorrect contents: Customers must provide complete unboxing photographic evidence or full original unboxing video footage within 48 hours after parcel receipt for official verification and investigation.

Lost parcel investigation: Lost parcel claims will only be formally initiated after the logistics carrier officially confirms parcel loss in writing. Standard carrier investigation procedures require 7–15 business days for completion. Full refunds or complimentary reshipment services will not be processed before the carrier finalizes the official loss investigation and issues formal results.

High-value orders may require mandatory signature confirmation upon delivery. If customers voluntarily waive signature confirmation service, Olaviera shall not be held responsible for parcels marked “delivered” by the carrier but not received by the customer.

7. Address Modification, Order Adjustment and Rerouting Rules

All address modification, recipient information correction, contact number update, and parcel rerouting requests are only acceptable and guaranteed before the parcel is picked up and officially dispatched by the logistics carrier. Once the parcel enters formal transit and logistics circulation, all address changes and order information adjustments are no longer operable or guaranteed.

In extremely exceptional cases where carrier rerouting service is still available after dispatch, all additional rerouting fees, logistics surcharges, handling charges, and transit adjustment costs shall be fully borne by the customer. Olaviera will not cover any secondary logistics costs caused by post-dispatch address changes.

8. Failed Delivery, Redelivery and Return-to-Warehouse Rules

If the logistics carrier fails to complete successful parcel delivery due to recipient absence, inaccessible delivery location, invalid contact information, failed pickup, recipient refusal to sign for the parcel, or other customer-related reasons, the courier will perform redelivery attempts in accordance with local logistics regulations. After multiple unsuccessful delivery attempts, the parcel will be automatically returned to our local warehouse in Hamburg, Germany.

For all return-to-sender cases caused entirely by customer reasons, the original outbound shipping cost, return logistics fees, and warehouse handling fees will be deducted from customer refunds. If the customer still wishes to receive the products after parcel return, a brand-new order must be placed with full shipping fees repaid.

9. Return Shipping Standards and Logistics Responsibility Division

Return shipping costs and transit logistics risks are fully borne by Olaviera only for return cases caused by verified factory manufacturing defects, in-transit shipping damage, official delivery errors, wrong item shipment, or other service faults attributable directly to our company team.

For all customer-initiated returns, including unconditional statutory withdrawal returns, personal dissatisfaction returns, unnecessary returns, and size/exchange returns, all return shipping fees, transit risks, customs charges, and handling costs shall be the sole responsibility of the customer.

All returned goods must be shipped via official trackable shipping methods with valid tracking numbers retained for verification purposes. We strongly recommend all customers purchase shipping insurance for high-value returned items to avoid loss or damage risks during return transit. Official refunds will only be processed after our warehouse successfully receives, inspects, and confirms returned products meet unused, intact, and resalable condition standards.

10. Force Majeure and Policy Update Clause

Olaviera relies exclusively on professional third-party logistics carriers for all delivery and transportation services. We shall not be held liable for shipment delays, parcel damage, parcel loss, service suspension, or performance interruption caused by unforeseeable and uncontrollable force majeure events, including natural disasters, extreme severe weather, logistics carrier strikes, port closures, customs hold events, government policy adjustments, public health emergencies, traffic suspension, and other objective factors beyond reasonable business control.

We reserve the unilateral right to revise, update, supplement, and optimize this Shipping Policy at any time to comply with updated German commercial regulations, EU consumer protection laws, cross-border e-commerce rules, and internal business operational adjustments. All revised terms take immediate legal effect upon official website publication. Continued website browsing, product purchasing, and order placement after policy updates constitutes automatic acceptance of the latest shipping terms and conditions.