Shipping Information
At TerrassenLux Verkäufe, we strive to deliver your premium outdoor products as quickly and efficiently as possible. Here’s what you need to know about our shipping process:
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order has shipped.
Shipping Methods & Delivery Times
Standard Shipping
- Carrier: DHL or FedEx
- Cost: €12.95
- Delivery Time: 10-15 business days after shipment
Free Shipping
- Carrier: EMS
- Available for orders over €50
- Delivery Time: 15-25 business days after shipment
Note: We ship worldwide except to certain Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.
Returns & Exchanges
Your satisfaction is our top priority at TerrassenLux Verkäufe. We offer a hassle-free return and exchange policy within 15 days of receiving your order.
Return Conditions
- Items must be unused, in original condition, and in the original packaging
- All original tags and labels must remain attached
- The original receipt or proof of purchase must be included
- Returns must be initiated within 15 days of receiving the item
Non-Returnable Items
For hygiene reasons, the following items cannot be returned once their original packaging has been opened:
- Cushions & Pads (Kissen & Auflagen)
- Weber Replacement Parts (Weber Ersatzteile) and Weber Accessories (Weber Zubehör) can only be returned if unused and in original packaging
Return & Exchange Process
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Contact Us: Email [email protected] with the subject „Return Request“ and include:
- Your order number
- Item name and number (if available)
- Reason for return
- Whether you want a refund or exchange
- Wait for Confirmation: Our customer service will respond within 2 business days with return instructions and address
- Package the Item: Ensure the item is securely packed to prevent damage during transit
- Ship the Return: Send the package to the provided address. We recommend using insured shipping with tracking
- Return Confirmation: Once we receive and inspect your return, we’ll email you with confirmation
Refund Information
- Processing Time: 5-10 business days after we receive the returned item
- Method: Refund will be issued to the original payment method (PayPal refunds go to your PayPal account)
- Shipping Costs: Original shipping fees are non-refundable unless the item was defective or incorrect
Exchange Information
To exchange an item, please contact us at [email protected]. We will ship your replacement item once we receive the original product.
Return Request Template
Subject: Return Request – Order Number [Your Order Number]
Dear TerrassenLux Team,
I would like to return/exchange the following item:
Order Number: [Your Order Number]
Item Name: [Name of Item]
Item Number: [if available]
Reason for Return: [e.g., wrong size, defective, etc.]
I request:
[ ] Refund
[ ] Exchange for: [Item name and number if known]
Sincerely,
[Your Full Name]
[Your Address]
[Your Phone Number for inquiries]
Questions?
For any questions about our shipping or return policy, please contact our friendly customer service team at [email protected].
Thank you for choosing TerrassenLux Verkäufe as your premium partner for high-quality outdoor products!
TerrassenLux Verkäufe
Friedrichstrasse 93, Gelsenkirchen, DE 91799