Shipping

1.    General Information

2.    Shipping costs

3.    Is it possible to have items delivered abroad?

4.    Delivery period

5.    Can I track my order?

6.    What do I do if my package doesn’t arrive?

7.    What do I do if my package is damaged?


1.    General Information

Shipment is carried out by DHL using the shipping methods DHL Standard and DHL Abroad. Shipments to P.O. boxes and poste restante deliveries are not possible. Orders are processed from Monday to Friday, excluding weekends and holidays. If the delivery agent does not meet you personally, the parcel will be left for you, either with a neighbour or at a post office near you. You can then pick up the package within the next 7 working days before it is returned to us.

2.    Shipping costs

We currently ship to the entire European Union. For shipments within Germany, we charge a shipping fee of EUR 6.95 per delivery. If the goods value is above EUR 50, we ship the items free of charge within Germany. The shipping costs for the remaining EU countries can be found in the following table:

Belgium EUR 15.10
Bulgaria EUR 16.80
Denmark EUR 15.10
Estonia EUR 16.80
Finland EUR 16.80
France EUR 15.10
Greece EUR 16.80
Ireland EUR 16.80
Italy EUR 15.70
Croatia EUR 16.80
Latvia EUR 16.80
Lithuania EUR 16.80
Luxembourg EUR 15.10
Malta EUR 16.80
The Netherlands EUR 15.10
Austria EUR 15.10
Poland EUR 15.10
Portugal EUR 16.80
Romania EUR 16.80
Sweden EUR 15.70
Slovakia EUR 15.70
Slovenia EUR 15.70
Spain EUR 15.70
Czech Republic EUR 15.10
Hungary EUR 15.70
Cyprus EUR 16.80

Table: Shipping costs

3.    Is it possible to have items delivered abroad?

We currently only ship items within the EU, with the exception of Norway, Liechtenstein and Switzerland.

4.    Delivery period

We will process your order immediately after receipt. The expected delivery period from receipt of the order is usually

- in Germany: 2 to 4 working days
- in Austria: 3 to 7 working days
- in other EU countries: 5 to 10 working days

The indicated delivery period may potentially be delayed during promotional periods.

5.    Can I track my order?

As soon as your order has left our warehouse, you will receive a shipping confirmation by email. In this email you will find a link to DHL shipment tracking. This link is already equipped with your tracking number. With one click you can check the status of your order with DHL. Please note that the tracking number is activated approximately one business day after the shipment leaves the warehouse. If the number does not work immediately, please try again at a later time. If you have not received a shipping confirmation email, please also check the spam/junk folder in your email inbox. If this is also unsuccessful, please contact us by email at vertrieb@faller.de. You can also check the status of your order in your "My FALLER" customer account in the "Order history" section.

6.    What do I do if my package doesn’t arrive?

If your order does not arrive at your chosen shipping address within 10 business days from receipt of the shipping confirmation, please email vertrieb@faller.de to initiate a package investigation.

7.    What do I do if my package is damaged?

In order to ensure that any damages that you report are processed quickly, we ask you as the recipient of the parcel to submit a damage report to DHL and to inform us of this in an email to vertrieb@faller.de. To do this, take the damaged parcel with the remaining contents to your nearest DHL post office or to a DHL partner abroad.

Please note that a damage report can only be submitted within 7 working days of the delivery date.