Shipping policy

Last updated: 20/04/2026

Operator: House of Mediterranean Essence (HOME), Eckenheimer Landstraße 103, 60318 Frankfurt am Main, Germany

Contact: houseofmediterraneanessence@gmail.com

1) Where we ship

We currently ship to Germany. We plan to expand to other EU countries; when available, options will appear at checkout.

2) Order processing

  • Handling time: 1–2 business days.
  • Artisanal/collaboration items (e.g., ceramics, candles): 2–4 business days for safe packing and QC.
  • Orders placed after 12:00 (CET) are processed the next business day.
  • We do not ship on weekends or Hesse public holidays.

3) Carriers & methods

  • We ship primarily with DHL (DHL Paket and Deutsche Post/DHL services for light items).
  • All shippable methods include a tracking number.
  • DHL Packstation/Paketshop: supported. Please include your Postnummer and Packstation number in the address.

4) Shipping rates

  • Exact rates are calculated at checkout based on weight/volume and destination.
  • Free shipping in Germany for orders over 70€ (after discounts, before tax).

    We will update this page and the checkout if thresholds or rates change.

5) Estimated delivery times

  • Germany: 1–3 business days from dispatch.

    Delivery times are carrier estimates and are not guaranteed.

6) Packaging & fragile items

We use protective packaging for ceramics and candles. If your order arrives damaged, email us within 48 hours of delivery at houseofmediterraneanessence@gmail.com with your order number and clear photos of the outer box, inner packaging, and the damage. We will arrange a replacement or refund depending on stock availability.

7) Tracking

You will receive a shipping confirmation email with tracking once your parcel leaves our warehouse (activation of the link may take a few hours).

8) Incorrect address / returned parcels

Please ensure your shipping address is complete and accurate (apartment/bell, Postnummer/Packstation if applicable).

If a parcel returns to us due to an incorrect address or repeated delivery attempts, we can reship it (additional postage applies) or refund the items minus the original shipping cost.

9) Marked “delivered” but not received

If tracking shows delivered and you don’t have the parcel:

  • Check with neighbors/reception
  • Verify Packstation/Paketshop
  • Allow 24 hours

If none of the above works, please get in touch. We will open a DHL investigation. While the claim is in progress we cannot refund or reship; if the carrier confirms loss, we will resolve with a replacement or refund.

10) Multiple items & partial shipments

To speed things up, we may ship items separately at no extra cost. You’ll receive separate tracking numbers.

11) Pre-orders & made-to-order

Pre-order or made-to-order items display an estimated ship date on the product page. Your order ships when all items are ready unless you request split shipping (additional postage may apply).

12) Failed deliveries / unclaimed parcels

After failed attempts, DHL may hold the parcel at a Paketshop for a limited time. Unclaimed parcels are returned to us. We can reship (postage applies) or refund the item(s) less original shipping and any return fees charged by the carrier.

13) Order changes & cancellations

We can amend or cancel orders before dispatch. Email us as soon as possible with your order number. If the order has shipped, please follow our Return/Refund Policy.

14) Taxes & customs

Shipments within Germany/EU are billed with VAT according to applicable rules. For non-EU destinations (when enabled), duties/taxes may apply and are the customer’s responsibility.

15) Liability

We are not liable for delays outside our reasonable control (e.g., weather, strikes, peak season). Delivery dates are estimates and not guaranteed. Your statutory consumer rights remain unaffected.