Shipping Policy
This Shipping Policy explains how orders are shipped from HoloVaultCards.com, including DHL delivery, tracking, delivery times, missing parcels, damaged shipments, customs, and customer responsibilities.
1. Seller Information
HoloVaultCards GbR
Represented by: Jennifer Köster
Neuwerkstraße 4
99084 Erfurt
Germany
E-Mail: [email protected]
Website: https://holovaultcards.com
2. Shipping Carrier
We ship orders with DHL or DHL partner carriers, depending on the destination country and available shipping service.
Once an order has been shipped, the customer will receive tracking information if tracking is available for the selected shipping method.
3. Processing Time
Orders are usually processed after successful payment confirmation.
Processing times may vary depending on product availability, order volume, weekends, public holidays, payment verification, pre-orders, or security checks.
If an item is a pre-order, the order will be shipped once the product has officially released and stock has arrived.
4. Delivery Times
Delivery times shown in the shop are estimates and are not guaranteed delivery dates.
Delivery may take longer because of DHL delays, customs processing, incorrect address information, failed delivery attempts, local holidays, weather, strikes, high seasonal volume, or other circumstances outside our direct control.
We are not responsible for delays caused by DHL, customs, local delivery partners, incorrect customer information, or events outside our control. This does not affect the customer’s statutory rights.
5. Tracking
If tracking is available, the customer can follow the parcel using the tracking number provided by email or in the order details.
Tracking updates may sometimes be delayed. A parcel may continue moving even if the tracking page has not updated for a short period.
6. Customer Shipping Information
The customer is responsible for entering the correct and complete shipping address during checkout.
Please make sure that the name, street, house number, postal code, city, country, email address, and phone number, if required, are correct before placing the order.
If a parcel cannot be delivered because the customer entered an incorrect or incomplete address, refused the parcel, did not collect it, or was unavailable for delivery, the customer may be responsible for additional shipping costs.
7. Missing or Delayed Parcels
If your DHL tracking has not updated for several working days, or if your order has not arrived within the expected delivery window, please contact us at:
Please include your order number, tracking number, full shipping address, and a short explanation of the issue.
Depending on the situation, we may ask you to also contact DHL or cooperate with a DHL investigation. This may include confirming non-receipt, checking with household members or neighbors, checking the delivery location, and providing any information required by DHL.
If DHL confirms that the parcel is lost, we will review the case and provide the legally required solution, which may include replacement shipment, refund, or another reasonable solution depending on the order and product availability.
8. Parcels Marked as Delivered
If tracking shows that a parcel was delivered but you have not received it, please contact us as soon as possible.
Before contacting us, please check whether the parcel was delivered to a neighbor, parcel shop, Packstation, reception desk, safe place, household member, or another delivery location shown in the tracking.
We may request a DHL investigation or ask you to contact DHL directly to clarify the delivery status.
If DHL provides valid delivery confirmation, the case will be reviewed based on the available tracking, delivery proof, customer information, and legal requirements.
9. Damaged Shipments
If your parcel arrives damaged, please contact us immediately at:
Please include clear photos of:
- The outer shipping box
- The shipping label
- The inner packaging
- The damaged product
- Any visible damage to seals, boxes, or contents
Please keep the product, shipping box, and all packaging materials until the case is resolved. DHL or the insurance provider may need these materials as evidence.
10. Pre-Order Shipping
Pre-order products are shipped once the official release date has arrived and the stock has been received and processed by us.
Release dates and delivery dates for pre-order products may change due to manufacturer, distributor, allocation, customs, or shipping delays.
If an order contains both in-stock items and pre-order items, the order may be shipped together once all products are available, unless otherwise agreed.
11. International Shipping, Customs and Import Fees
For deliveries outside Germany, customs fees, import duties, taxes, handling fees, or local charges may apply.
These charges are the responsibility of the customer unless clearly stated otherwise during checkout.
The customer is responsible for making sure that ordered products can legally be imported, received, and owned in their country.
12. Shipping Risk and Liability
For consumer orders, the shipping risk is handled according to the statutory rules. The customer’s legal rights remain unaffected.
For business customers, commercial buyers, or cases where legally permitted, the shipping risk may pass to the customer once the parcel has been handed over to DHL or the selected carrier.
We are not liable for delays caused by DHL, customs, incorrect customer information, failed delivery attempts, refusal of delivery, or circumstances outside our control. This does not limit mandatory legal rights for consumers.
13. Contact
For shipping questions, missing parcels, damaged shipments, tracking issues, or delivery problems, please contact:
HoloVaultCards GbR
E-Mail: [email protected]