FAQ
1) Do you ship internationally?
Yes. We ship across Germany and to selected EU countries. Available destinations and rates appear at checkout. If your country isn’t listed, email houseofmediterraneanessence@gmail.com and we’ll provide a manual shipping quote.
Note: Free shipping from 50€ applies to Germany. International orders may have different rates and, for non-EU destinations, local duties/taxes may apply.
2) What are your processing and delivery times?
- Processing: 1–2 business days
- Artisanal/collaboration items (ceramics, candles): 2–4 business days for safe packing & QC
- Germany delivery: typically 1–3 business days after dispatch (carrier estimates)
3) Which carrier do you use?
We mainly ship with DHL (DHL Paket and Deutsche Post/DHL for light items). Tracking is provided whenever possible.
4) Can I ship to a Packstation?
Yes. Add your Postnummer and the Packstation/Paketshop number to the address fields.
5) How much is shipping?
Final rates are shown at checkout based on weight/volume. As a guide (Germany):
- 0–0.5 kg: 3.79€
- >0.5–2 kg: 4.99€
- >2–5 kg: 6.49€
- >5–10 kg: 8.49€
- >10–20 kg: 12.49€
-
>20–31.5 kg: 16.49€
Free shipping from 50€ (after discounts). Full details: Shiping Policy.
6) Can I change or cancel my order?
Yes—before dispatch. Email us ASAP with your order number. If the parcel has shipped, please follow our Refund Policy.
7) My order says “delivered” but I didn’t receive it
- Check with neighbors/reception.
- Verify Packstation/Paketshop.
- Allow 24h (status can update early).
- Contact us—we’ll open a DHL investigation.
8) My order arrived damaged—what should I do?
Email houseofmediterraneanessence@gmail.com within 48 hours of delivery with your order number and clear photos of the outer box, inner packaging, and the damage. We’ll arrange a replacement or refund (subject to stock).
9) I entered the wrong address
Tell us immediately. If a parcel returns due to an incorrect address or missed deliveries, we can reship (new postage applies) or refund the items minus original shipping.
10) Do you offer local pickup?
Not at the moment.
11) Candle care tips?
- Trim the wick to ~5 mm before each burn.
- First burn: 2–3 hours to reach a full melt pool.
- Keep away from drafts; never leave a burning candle unattended; keep out of reach of children and pets.
12) Ceramic care?
We recommend hand-washing with a soft sponge. Some glazes or pieces may not be dishwasher/microwave safe—check the product page.
13) Do your caps have sizing?
Our caps are adjustable for an easy, comfortable fit.
14) Which payment methods do you accept?
Available methods are shown at checkout (major cards and digital wallets where available).
15) Are prices inclusive of VAT?
For now, no VAT applies to our prices (small business scheme, §19 UStG). Prices are final (VAT not applicable) and shipping costs are shown at checkout. Once we move to standard VAT, we’ll update this page and show VAT-inclusive prices.
16) Returns & exchanges
Please see our Refund Policy for conditions, timelines, and how to start a return. Your statutory consumer rights remain unaffected.
17) Will items be restocked?
Some pieces are limited editions. If an item sells out, you can subscribe to back-in-stock alerts (where available) or email us.
18) Gift options
We don’t offer dedicated gift wrapping yet. If you want to include a gift note, email us after checkout with your order number and message, we’ll do our best.
19) Wholesale & collaborations
Yes! Email houseofmediterraneanessence@gmail.com with subject “Wholesale/Collab” and a short intro. You can also use our Contact page.
20) How can I contact HOME?
- Email: houseofmediterraneanessence@gmail.com
- Phone: +49 176 62759760
- Address: Eckenheimer Landstraße 103, 60318 Frankfurt am Main, Germany
- Support hours: Mon–Fri, 09:00–21:00 (CET)