All product prices are final prices. No VAT is charged under § 19 UStG (German small-business regulation). Shipping costs are not included in the product price and are displayed separately at checkout.
In-stock orders are normally prepared and handed over to the carrier within 5-7 business days after payment has been received. Business days are Monday to Friday, excluding public holidays in North Rhine-Westphalia, Germany. Processing time is separate from the carrier’s delivery time.
During public holidays, periods of high order volume or exceptional circumstances, preparation may take longer. If a significant delay affects your order, we will contact you.
If an item becomes unavailable after you place your order, we will inform you as soon as possible. Depending on availability, you may choose to wait, select a replacement or receive a refund for the unavailable item.

All orders are prepared and dispatched from our studio in Düsseldorf, Germany.
We deliver within Germany, throughout the European Union and to international destinations where shipping is legally and practically possible. The destinations currently available can be selected at checkout.
Shipping costs depend on the destination, parcel weight, dimensions and available delivery service. The exact shipping charge is shown before payment.
We may use DHL, Deutsche Post, Hermes, UPS, DPD or another suitable carrier. All orders are shipped with tracking. You will receive a dispatch confirmation containing the carrier and tracking details when your parcel has been shipped.
Please check your name, delivery address, postcode and destination country carefully before completing your order. If you notice an error after ordering, contact us as soon as possible.
Any estimated delivery time begins after the parcel has been handed to the carrier. Carrier estimates are not guaranteed delivery dates. Customs clearance, public holidays, strikes, seasonal volumes, local delivery conditions, incomplete address information and other circumstances outside our control may cause delays. Mandatory consumer delivery rights remain unaffected.

Estimated transit times after dispatch
Germany: 2-4 business days
European Union: 3-10 business days
United Kingdom, Switzerland and Norway: 5-14 business days
United States and Canada: 14-25 business days
Other international destinations: 10-30 business days
These transit times are estimates and begin after the parcel has been handed to the carrier. The total estimated delivery time is the order processing time of 5-7 business days plus the applicable transit time above.

International orders and import charges
Orders sent between EU Member States are not normally subject to customs clearance.
For deliveries outside the European Union, the destination country or carrier may charge import duties, import taxes, customs processing charges or carrier clearance fees.
These charges are not included in the product price or shipping charge unless they are expressly shown and collected at checkout. The recipient is responsible for complying with local import requirements and for paying any amounts charged by the destination authorities or carrier.
We cannot predict or reimburse these charges. If you need an estimate before ordering, please contact the customs authority in the destination country.
If a parcel is returned because of an incomplete or incorrect address, non-collection, refusal of delivery or unpaid import charges, the original shipping cost, actual return cost and any reshipping cost may be charged to the customer or deducted from a refund where legally permitted.
Delayed, lost or damaged parcels
If your parcel appears to be delayed, please first check any tracking information supplied with your dispatch confirmation. If tracking does not update or the parcel appears to be lost, contact us with your order number.
If your parcel arrives damaged, please contact us as soon as possible at edelsteinatelier.info@gmail.com and include:

• your order number;
• photographs of the outer packaging;
• photographs of the shipping label and inner packaging; and
• clear photographs of the affected products.

Please keep the goods and all packaging until the case has been assessed, as these may be required for a carrier claim. Prompt notification helps us investigate the shipment with the carrier, but it is not a condition of your statutory rights.
If a shipment is confirmed as lost or materially damaged, you may choose, subject to availability, a replacement or a refund for the affected goods.
Natural stone varies naturally in colour, veining, mineral inclusions, texture, shape and edges. Small irregularities, natural fractures and minor edge chips may be normal characteristics of mosaic materials rather than defects, provided that the goods correspond to their description and intended mosaic use.
Your statutory rights relating to faulty, damaged or incorrectly supplied goods remain unaffected.

Cancelling or changing an order before dispatch
If you wish to cancel or change an order, contact us as soon as possible at edelsteinatelier.info@gmail.com and include your order number.
We will try to accommodate requests made before dispatch, but cancellation or modification cannot be guaranteed once processing has begun. If the order has already been dispatched, the applicable withdrawal and return procedure must be followed. This does not affect your statutory right of withdrawal.
Statutory right of withdrawal
If you are purchasing as a consumer and no statutory exception applies, you generally have the right to withdraw from the contract within 14 days without giving a reason.
For goods, the withdrawal period is 14 days from the day on which you, or a third party named by you other than the carrier, takes possession of the goods. If goods from one order are delivered separately, the period begins when the final item is received.
To exercise your right of withdrawal, use the Withdraw from contract function on our website or send us a clear statement by email or post. It is sufficient to send your withdrawal statement before the withdrawal period expires. You may use the model withdrawal form below, but this is not mandatory.
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after sending the withdrawal notice.
You bear the direct cost of return shipping. We recommend using a tracked service and keeping proof of postage. Products must be packed securely. Natural stone and other fragile materials require protective packaging that prevents movement and breakage in transit.
You may inspect a product in the same way that would reasonably be possible in a shop. You are responsible only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Please package returned items securely; the original packaging may be used where available but is not required.
Tools should show no signs of use beyond a reasonable inspection. DIY kits should be returned complete and without processed, mixed, used or missing components. Opening the outer packaging alone does not automatically exclude a return, but a reduction in value may apply to used, incomplete or damaged contents where permitted by law.
Exceptions
The statutory right of withdrawal does not apply, in particular, to goods that are not prefabricated and are made on the basis of the consumer’s individual choice or specification, or that are clearly personalised. This may include:

• commissioned or custom-made mosaics;
• custom dimensions, shapes or designs;
• personalised products; and
• material sets or DIY kits assembled specifically to individual requirements.

Business customers do not have a statutory right of withdrawal unless expressly agreed otherwise.
Workshop bookings and other leisure services scheduled for a specific date or period are subject to their separate booking and cancellation conditions and generally do not carry the statutory 14-day right of withdrawal.
Refunds following withdrawal
Following a valid withdrawal, we will refund all payments covered by the withdrawal, including the cost of our least expensive standard outbound delivery option, without undue delay and no later than 14 days after receiving your withdrawal notice.
Additional delivery costs resulting from your choice of a more expensive service, such as express delivery, are not refundable.
We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Refunds are normally issued to the original payment method unless expressly agreed otherwise. We do not charge a fee for issuing the refund.
Nothing in this policy limits any mandatory consumer rights available under applicable law.