Shipping policy
Delivery charges
Delivery within Germany is free for orders over €49.
For orders below this amount, the delivery charges are:
- Germany: €3.99
- EU: €14.99
- Non-EU: €19.99
The applicable shipping costs will be displayed in the order summary before you complete your order.
Delivery times
Unless otherwise stated for the product in question, the following delivery times apply:
- Germany: Delivery time via DHL is 3–7 working days.
- Rest of Europe (EU): Delivery time via DHL is usually 8–12 working days.
- Non-EU countries: Delivery times may be delayed due to customs and import clearance procedures. We have no influence over these delays.
Taxes, customs duties & import charges
For deliveries outside Germany – particularly to non-EU countries – additional import duties, taxes or other charges may apply, which are to be borne by the buyer and become payable upon arrival of the delivery at the delivery address. These charges are not included in the delivery costs and are levied by the relevant customs or tax authorities. Please check with the relevant authorities in your country regarding any potential additional costs before placing your order.
Note on the delivery location
If you are not at home, we recommend that you specify a collection point. If you select a delivery location (e.g. hallway, terrace, garage) as part of your order or directly with the delivery service provider, delivery is at your own risk. Once the delivery service provider has left the parcel at the location you have chosen, the shipment is deemed to have been delivered. We accept no liability for loss, theft or damage after the parcel has been left, and cannot provide a replacement delivery.
Problems with your order:
If there is a problem with your order, you can report it via this link or contact our Customer Support at any time by email at hello@better-talks.com.
Damage & problems
Please check your order immediately upon receipt of the goods. If an item is damaged or faulty, or if you have received the wrong item, please contact us immediately, but no later than 14 days after receipt, by email at: hello@better-talks.com. Please include your order number, a brief description of the fault and clear photos so that we can review the matter quickly. Minor visual variations or slight defects that do not affect the function or usability of the product do not constitute damage and do not entitle you to make a complaint. Unfortunately, once this period has expired, complaints regarding obvious defects or transport damage can no longer be considered. Your statutory warranty rights remain unaffected by this, of course.
Exchanges
Direct exchanges are not provided for. The quickest way to receive a different item is to return the original item and place a new order once the return has been approved.
Returns
You may return unused goods to us within 14 days of receipt. The cost of the return is borne by the buyer. With this policy, we aim to raise awareness of delivery routes and reduce returns as much as possible.
Once we have received and inspected your return, we will refund the purchase price of the returned items within 14 working days, excluding the original delivery costs. The refund will be processed via the original payment method. Please note that, depending on your payment provider, it may take additional time for the refund to appear in your account.
Returns process – step by step
1. Download the returns form
Please download the returns form via this link and complete it in full.
Enclose the returns form with your parcel so that we can clearly identify your shipment.
2. Pack the products securely
Pack the items carefully to prevent damage in transit. Ideally, use the box and packing materials you received from us. Please ensure that the goods are returned unused and in their original condition.
3. Postage & dispatch
You can create your own return label via DHL. We strongly recommend insured dispatch with tracking, as the risk of dispatch remains with the buyer until the goods are received by us.
Please ensure your return is sufficiently stamped. For parcels returned carriage forward or with insufficient postage, the applicable DHL penalty fee of €15 will be deducted from the refund for the return.
Return address
The correct return address is stated on the return form. Please do not send returns to the address in the legal notice, as this is not intended for returns.
Conditions for a refund
In order for us to issue a full refund for a return, the following conditions must be met: The goods must be unused, undamaged and in their original condition; protective films, seals or outer packaging must not have been opened or removed; The return must be made within the statutory cancellation period. The items must be carefully and securely packed for transport. The return slip must be included with the parcel.
Items that arrive at our premises used, damaged or incomplete cannot be refunded. Please note: Minor visual variations or slight imperfections do not constitute damage, provided that the functionality of the product is not impaired.
