Terms of Service

Payment and Pricing

Available payment options are bank transfer and Paypal.

Listed prices are final, plus shipping. According to the § 19 UStG (small business), VAT is not charged.

Depending on the total value of your order, import taxes may occur for orders outside of the EU, please keep that in mind prior to placing your order. These charges will typically be due once the shipped goods arrive at the country of destination. We are not responsible for any customs fees, taxes or clearance charges required by your country for importing goods. Charges vary around the world and we can not give an estimate of the cost. Please speak to your local postal or customs office for more information.
Customs duty is not applied on goods sold within the EU.

Shipping & Packaging

International orders are very welcome and automatically shipped tracked.
Please allow 1-3 business days for processing before shipment.
All my items come in padded envelopes and are securely sealed.

Shipping options:

Up to 0,5kg – Standard Mail: 2,30€
Up to 1kg – Standard Mail: 2,60€
Up to 2kg – DHL Parcel: 5,50€ (tracked and insu

Up to 0,5kg – 
Registered Mail: 6,90€ (Tracked)
Up to 1kg – Registered Mail: 12,00€ (Tracked)

Estimated shipping times:

Germany: 2-5 business days
International: usually 1-3 weeks, depending on location.

We are not responsible for lost, stolen, misplaced, or delayed shipments or damaged freight by the carriers after the dispatch. In the unusual case that you suspect any of these eventualities to have happened to your order, please contact us. We will be able to verify whether your order has shipped, and check the tracking status. In most cases a delivery was attempted, and your package is waiting for you at your local post office. If an order is returned to us for some reason, like due to an incomplete address provided to us, we are not liable. We can offer you two options: 1.) a refund of the item price, minus shipping cost or 2.) to re-ship the item, providing that you handle the cost. So please carefully review the order confirmation, to make sure your address is correct.

Returns, Exchange & Right of Withdrawal

A withdrawal of the contract can be declared within 14 days without the need to state any reason.
The time limit for withdrawal starts upon the day the customer, or a third party named by you, acquires physical possession of the items. 
Please ship items back within 30 days of delivery. The item costs can be refunded, provided the item has been returned on your costs.
To exercise the right of withdrawal of a contract an unmistakeable statement has to made in written form, by either a letter or an email to the contact data stated below. Please make sure to keep a copy of the letter and the postal receipt (registered letter is recommended).

Please note that we can only accept returned goods in the original condition and must be free from signs of use for a full refund.
Because of the nature of these items, unless they arrive damaged or defective, we can’t accept full returns or exchanges for:

• Custom or personalized orders
• Services if the performance has begun prior express consent
• Perishable products (like food or flowers)
• Digital goods and downloads
• Intimate items (for health/hygiene reasons)

Please contact us if you have any problems with your order.

If no payment has been initiated a request of cancellation can be made within 24 hours of ordering.

If you receive an incorrect, or otherwise defective or damaged item unrelated to carrier damage, please document the damage and get in contact with us at contact(at)pen-winter.com as soon as possible. It is possible to arrange for a partial or full refund, or to send you a replacement order provided that you cover the shipping and handling cost.



Store address:

Pen Winter
Immenkoppel 6
22339 Hamburg

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