Shipping & Delivery
Here you'll find everything about shipping areas, costs, delivery times and what happens in exceptional cases.
📦 Shipping areas & delivery times
We deliver to Germany and to the following other EU member states: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
- Shipping is handled by DHL
- Orders are processed within 24 hours of receipt of payment
- Delivery time within Germany: 2–4 working days
- Delivery to other EU countries: correspondingly longer
Once your order has shipped, you'll receive a tracking number that lets you check the status of your delivery at any time via “Track order”.
💶 Shipping costs
- Within Germany: €3.29 per order – free shipping on orders of €29 or more
- Delivery to other EU countries: €5.99 per order
📭 Undeliverable parcels
If an order is returned to us because of an incorrect delivery address or because it was not collected from the parcel service, you as the customer bear the cost of reshipping (a flat rate of €3.29 per reshipment; you remain entitled to prove that the loss incurred was lower). This also applies to typos or incomplete address details. If you withdraw from the purchase in this case, we will refund the purchase price minus the shipping costs incurred.
🔒 Retention of title
The goods remain our property until paid for in full.
📸 Transport damage & complaints
If your order arrives damaged or incomplete, please contact us, if possible within 48 hours of receiving the goods, at support@freshlens.eu with the following details. Your statutory rights remain unaffected.
- Photos of the damaged items and packaging
- Order number and a short description of the problem
We'll take care of a solution as quickly as possible.
📬 Any questions?
We're happy to help: via our contact form, via WhatsApp or by email to support@freshlens.eu.
Your Freshlens team
Shipping & delivery
Everything you need to know about delivery areas, costs and delivery times – explained quickly.
Shipping times
How long does shipping take?
We usually process your order within 24 hours of receiving payment. Delivery within Germany then takes 2–4 working days, and correspondingly longer for delivery to other EU countries.
Which countries do you deliver to?
We deliver to Germany and numerous other EU member states. You can find the complete list of countries further up on this page.
Costs
How much does shipping cost?
Within Germany, shipping costs €3.29 – from an order value of €29 it's free. For delivery to other EU countries, shipping costs are €5.99.
Delivery problems
My order arrived damaged – what should I do?
Please contact us within 48 hours of receiving the goods at support@freshlens.eu with photos of the damaged items/packaging and your order number. We'll take care of a solution as quickly as possible.
My parcel could not be delivered – what happens then?
If the order was returned to us due to an incorrect address or because it was not collected, a flat fee of €3.29 is charged for reshipping. If you would rather withdraw from the purchase, we will refund the purchase price minus the shipping costs incurred.
I haven't received my order yet – what can I do?
First check the shipping status via “Track order” and the delivery address provided. If the parcel is marked as delivered but you haven't received it, contact the shipping carrier or check with neighbours or in safe places. Feel free to contact us if the problem persists.
