Shipping Policy
Here you will find everything about our shipping process, expected delivery times and what to do if you need a hand. This Shipping Policy supplements our Terms and Conditions and our Refund Policy.
1. Order processing
1.1 Standard orders are processed within 1 to 2 business days after payment is confirmed. Made-to-order items are processed within 1 to 5 business days, as they are prepared especially for you.
1.2 Orders received on Friday afternoon, on weekends or on public holidays are processed from the next business day, within the usual processing time.
1.3 You can cancel or change your order within 24 hours of placing it, provided it has not yet been processed or dispatched (see Refund Policy, section 2).
2. Delivery times
2.1 After processing, shipping until delivery usually takes 7 to 12 business days. Including processing, that is about 8 to 14 business days in total for standard items and 8 to 17 business days for made-to-order items.
2.2 We do our best to keep to this timeframe. Please note, however, that delivery may be delayed in the following cases:
- weekends, public holidays and peak periods (for example Black Friday or the holiday season)
- deliveries to regional and remote areas
- unforeseen delays with the carrier
- in rare cases, national or international transport disruptions
2.3 Stated delivery times are estimates and are not binding. Unless expressly agreed otherwise, we deliver no later than 30 days after the contract is concluded (see Terms and Conditions, clause 8).
2.4 Orders with several items may arrive in separate parcels and at different times.
3. Delivery areas and shipping costs
3.1 We ship to the United States, Canada, the United Kingdom, Ireland, Australia and New Zealand.
3.2 Standard shipping is free on all orders, with no minimum order value.
3.3 If you would like your order sooner, optional Priority Tracked Shipping is available at checkout for a small extra fee, shown before you pay. Priority shipping shortens the transit time but does not change the processing time.
4. Delivery address
4.1 You are solely responsible for the accuracy and completeness of the delivery address provided at checkout.
4.2 You can correct your delivery address within 24 hours of placing the order, provided it has not yet been processed or dispatched. After that, a change of address is generally no longer possible (see Refund Policy, section 2).
4.3 If delivery fails because of incorrect or incomplete details, if the parcel is not collected or if delivery is refused, section 8 of our Refund Policy applies (undelivered or uncollected parcels).
5. Tracking
5.1 Every order ships with tracking. As soon as your order has been dispatched, you receive an email with the tracking number and a link to track your parcel.
5.2 Can't find the email? Please also check your spam or promotions folder. If you still cannot find it, contact us at info@winslowmercantile.com and we will be happy to help.
5.3 In the first days after dispatch, the tracking may not show any movement yet until the parcel has been scanned by the carrier. This is normal.
6. If your order is delayed
6.1 If your order has not been delivered within 12 business days after dispatch, please first check the tracking in your shipping confirmation.
6.2 If there are no updates, or you are worried about your order, please contact us. We will look into it together with the carrier.
7. Lost parcels
7.1 If a parcel is lost in transit because of a confirmed logistics problem that you did not cause, we send you a free replacement. The carrier's confirmation is decisive.
7.2 If the tracking shows delivery to the address you provided, the parcel is deemed delivered. In that case, please first check whether it was left in a safe place, with a neighbor or building manager, or at your local post office or collection point, and then contact us so that we can open an investigation with the carrier. We may ask you to confirm in writing that you have not received the parcel.
7.3 For more information on lost parcels, see our Refund Policy, section 9.
8. Special occasions
8.1 We understand that you sometimes need your order for a particular occasion. We therefore recommend ordering early, as we cannot guarantee delivery by a specific date. We always do our best to get your order to you as quickly as possible.
9. Questions
If you have any questions about shipping or delivery, please email us at info@winslowmercantile.com