Versand

This Shipping Policy explains how Vionerra dispatches and delivers orders placed on https://vionerra.shop. It forms part of our Terms of Service.

1. Summary

Delivery area	Germany
Shipping cost	Free standard delivery on every order, no minimum
Order processing	1 to 3 business days
Delivery time	15 to 20 business days from order confirmation
Remote areas	Up to 25 business days
Tracking	Provided by email when your order is dispatched
Maximum delivery period	30 days from conclusion of the contract

2. Delivery area

We deliver to addresses within Germany. We do not deliver to packing stations, post office boxes, or addresses outside Germany. Orders placed with an address we cannot serve are cancelled and refunded in full.

3. Shipping costs

Standard delivery is free on every order, with no minimum order value, no membership fee, and no handling surcharge. The price shown at checkout is the total price you pay, including VAT at the rate applicable in Germany (currently 19%).

We do not currently offer express delivery. If we introduce it, the price and delivery estimate will be shown at checkout before you pay.

4. Processing time

Orders are processed Monday to Friday, excluding public holidays in Germany. Processing takes 1 to 3 business days after your payment is confirmed. Orders placed after 12:00 p.m. local time, at the weekend, or on a public holiday are processed on the next business day. During peak periods, processing may take up to 5 business days; if that applies to your order, we will tell you by email.

5. Delivery time

Delivery takes 15 to 20 business days from the date your order is confirmed, including processing and transit. Remote areas may take up to 25 business days.

Destination	Processing	Transit	Total
Mainland Germany	1 to 3 business days	12 to 17 business days	15 to 20 business days
Remote areas	1 to 3 business days	15 to 22 business days	18 to 25 business days

We deliver within 30 days of the conclusion of the contract at the latest, as required by section 312i of the German Civil Code and Article 18(1) of Directive 2011/83/EU. If we cannot meet that deadline, we will inform you and you may withdraw from the contract and receive a full refund.

6. Tracking

When your order is dispatched, we email you a tracking number and a link to the carrier's tracking page. Tracking may take 3 to 7 business days to become active, and the status may show no movement for several days while the parcel moves between carrier facilities. This is normal and is not by itself evidence that the parcel is lost.

If tracking shows no update for more than 10 business days, email hello@vionerra.shop with your order number and we will open an inquiry with the carrier.

7. Split shipments

If your order contains items held at different locations, we may ship them separately at no additional cost. You will receive a separate tracking number for each shipment, and each may arrive on a different day. The order is complete when the last shipment has arrived.

8. Address accuracy

Please check your delivery address before completing your order. We cannot deliver to an incomplete or incorrect address. If you notice an error, email hello@vionerra.shop immediately; we can usually correct an address within 24 hours of the order, provided it has not been handed to the carrier.

9. Failed delivery and returns to sender

If a parcel cannot be delivered because nobody is available, the address is wrong, or the parcel is not collected from a carrier facility within the holding period, it may be returned to us. We will contact you when it arrives back. You may then choose redelivery to a corrected address at the cost of the new shipping label, or a refund of the product price less the original shipping cost and any return fee charged by the carrier.

10. Lost, delayed, or damaged parcels

Delayed. If your order has not arrived within 5 business days of the end of the estimated delivery window, email us and we will open an inquiry with the carrier.

Lost. If the carrier confirms the parcel is lost, or it has not arrived within 30 days of dispatch, you may choose a replacement at no cost or a full refund.

Damaged. If your order arrives damaged, email hello@vionerra.shop within 7 days of delivery with photographs of the item and the packaging. We will arrange a replacement or refund and cover the return shipping. Keep the packaging until the matter is resolved.

Marked as delivered but not received. Check with neighbours, your building's reception, and the local delivery office, then email us within 7 days of the delivery scan. We will help you file a carrier claim.

11. Customs and import charges

We dispatch orders with the applicable import formalities handled by us. If a carrier nevertheless asks you to pay customs duties or import VAT at delivery, do not pay: contact us at hello@vionerra.shop and we will resolve the matter with the carrier.

12. Risk and ownership

Risk of loss or damage passes to you when you or a third party nominated by you take physical possession of the goods. Ownership passes when the purchase price has been paid in full.

13. Public holidays and peak periods

Carriers do not collect or deliver on public holidays, and our warehouse is closed. Orders placed around a public holiday are processed on the next business day. During the November and December season and major promotional events, processing and transit may take longer than the estimates above; we publish revised estimates on the Site when that is the case.

14. Cancellation before dispatch

You may cancel an order before it is dispatched by emailing hello@vionerra.shop with your order number. If it has not yet left our warehouse, we will cancel it and refund you in full. If it has been dispatched, the withdrawal and return rules in our Return and Refund Policy apply.

15. Contact

• Store: Vionerra
• Website: https://vionerra.shop
• Email: hello@vionerra.shop
• Response time: within one business day, Monday to Friday