1 General Overview

We aim to provide fast, reliable, and transparent shipping services to all our customers within Europe. All orders are processed during business days (Monday–Friday), excluding public holidays.

2 Shipping Locations

We currently ship to most countries within Europe, including:

• Germany, Austria, Switzerland
• France, Belgium, Netherlands, Luxembourg
• Italy, Spain, Portugal
• Sweden, Denmark, Norway, Finland
• Poland, Czech Republic, Hungary, Slovakia
• And other EU member states

If your country is not listed or shipping is restricted, it will be displayed at checkout.

3 Order Processing Time

Processing time refers to how long it takes us to prepare your order before shipping.

• Standard processing time: 1–3 business days.
• Large orders or high-demand periods may require extra time.
• You will receive an email or SMS confirmation once your order is processed.

Orders placed on weekends or holidays will be processed on the next business day.

4 Shipping Methods & Carriers

We work with trusted European shipping partners, including:

• DHL
• DPD
• Hermes
• GLS
• UPS

The available shipping options will be shown at checkout based on your location and product weight/size.

5 Estimated Delivery Times

Delivery times depend on your location:

• Germany: 2–4 business days
• European Union (EU): 3–7 business days
• Non-EU European countries: 4–10 business days

Delivery times are estimates and not guaranteed. Delays may occur due to:

• Weather conditions
• Customs inspections (for non-EU countries)
• Carrier-related issues
• High shopping seasons

6 Shipping Fees

Shipping costs depend on your destination, the selected shipping method, and the weight/size of the package.

• Shipping fees are displayed clearly at checkout before payment.
• Free shipping may be available based on promotions or minimum order value.

7 Order Tracking

Once your order has been shipped, you will receive a tracking number via email or SMS (if tracking is available).

• You can use the tracking number to follow your package in real time.
• Some shipping methods may not include tracking—this will be shown at checkout.

8 Incorrect or Incomplete Shipping Information

Customers are responsible for providing accurate shipping details. We are not responsible for:

• Lost packages due to incorrect addresses
• Delayed deliveries due to missing information
• Additional fees caused by address corrections

If an order is returned to us due to incorrect address details, the customer may be required to pay reshipment fees.

9 Missed Deliveries

If the courier attempts delivery and the recipient is unavailable:

• A second delivery attempt may be made, OR
• The package may be dropped at a pickup point, OR
• The package may be returned to us if uncollected

Reshipment charges may apply if the package returns to us due to unavailability or non-collection.

10 Shipping Delays

Verde Oro is not responsible for delays caused by external factors beyond our control, including:

• Carrier delays
• Customs inspections
• Severe weather
• Force majeure events (strikes, road closures, emergencies)

We will assist you in contacting the carrier and tracking the issue when possible.

11 Damaged or Lost Packages

If your order arrives damaged, please contact us within 48 hours with photos of:

• The damaged product
• The packaging (inside & outside)
• The shipping label

If your package is lost in transit, we will open a claim with the courier and offer a replacement or refund once the investigation concludes.

12 Customs, Duties & Taxes

For shipments outside the EU, additional customs duties, VAT, or import fees may apply. These charges are the responsibility of the customer and vary by country.

13 Order Cancellation Before Shipping

Orders may be canceled free of charge only if they have not yet been processed or shipped. Once an order is shipped, it cannot be canceled and must follow the Return Policy.

14 Contact Information

If you have questions regarding your shipment or delivery, contact us at:

• Email: info@verdeoro.de
• WhatsApp / Phone: +49 176 81446826

We aim to respond to all shipping-related inquiries within 24–48 business hours.