General FAQ - Frequently Asked Questions
Do you ship worldwide & how much does shipping cost?
No - at this time we only ship to European countries. We offer free shipping with tracking to all customers in Germany with a purchase value of two items or more. For orders outside Germany, we offer free shipping with tracking from 40 EUR or 3 items. For single cups shipping costs 4,99€.
Where do we ship from?
We at Uniheart focus on regionality and highest quality. For this reason, we produce and ship from Germany.
What are the shipping and processing times?
Production and delivery time together:
Germany: 5 - 8 working days
Austria: 6 - 10 working days
Rest of Europe: 6 - 10 working days
United Kingdom: 7 - 10 working days
Since each product must be custom made to the customer, the production and processing of your mug will take approximately 3-4 business days. After that, our logistics partners (DHL & UPS) usually need another 3-5 business days (depending on your location) to deliver your package. So from the last click of your order to the delivery at your doorstep it is approximately 5-10 business days.
Please note that we do not produce and ship on weekends. In exceptional cases, there may be increased delivery times.
Where can I find my tracking number?
When your items are shipped, you should receive an automatic notification from the system via email giving you a tracking number.
If you didn't receive one or if the tracking number doesn't work, don't worry. Just contact us and we will solve the problem. Send us an email at firstname.lastname@example.org and we will be happy to help you!
Can I cancel or change my order after I have made a purchase?
Unfortunately, we cannot cancel or change your order, as it is automatically and immediately forwarded to production after the payment has been booked (also for orders with Klarna). This process is technically fully automated and takes place within a very short time. The print data of your order is generated and fed directly to our printing machines in complex processing steps. Since your order is already in the production process, I can not cancel or change the print for technical reasons.
How can I return or exchange an item?
If your order is defective or incomplete, our return policy is valid for 14 days from the date of delivery of your order. You can find the sample letter for this on our cancellation policy, which you can then send to us at the email email@example.com.
What types of payment methods do you accept?
We accept Visa, Mastercard & American Express and Paypal.
What happens if the item I ordered arrives broken or damaged?
We will make it right! You can request a refund or exchange/voucher. Please contact us at firstname.lastname@example.org
I am missing items from my order
It is possible that the items you ordered were shipped to different locations from different warehouses.
We guarantee and make sure that your package will reach you. If you find that your package has NOT arrived within the timeframe stated on our shipping FAQ page, please contact us at email@example.com and we will make sure everything is taken care of!
In some cases, delivery may take longer than the standard shipping times listed above. External factors can cause shipping delays, such as international customs clearance, holidays, or illnesses we cannot control. Please contact us if your package is taking too long to arrive and we will assist you as soon as possible.