Shipping & Returns
SHIPPING
What are the shipping costs?
Germany: €4.90 flat rate, free shipping from €100.
Austria: €11.90 flat rate.
Switzerland, United Kingdom, Norway: up to 5 kg €18, up to 15 kg €35.
Other* EU: €11.90 flat rate
*Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Iceland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus.
Does "Alma" ship outside Germany?
We ship throughout Europe. Please note that customs duties may apply for non-EU countries, which must be borne by the buyer.
How is the shipment sent?
Shipping is carried out in a climate-neutral manner via DHL GoGreen, which you can track at any time using your tracking number.
How long does it take for the goods to arrive?
Delivery time via DHL within Germany is 2–4 working days.
Delivery time via DHL to Austria is 5–9 working days.
Delivery time via DHL to Switzerland is generally 5–9 working days.
Delivery time via DHL in the rest of Europe is generally 8–12 working days.
Delivery time via DHL to non-EU countries may be delayed by customs procedures, over which we have no control.
What do I do if some items in my order are delivered damaged?
We cover damages incurred during shipping. It is important that you immediately file a claim with the carrier if the packaging shows any signs of damage. Contact us and we will arrange for the fastest possible replacement of the damaged items.
Please send us a photo of the damaged goods – only then can we replace them.
RETURNS
How do I return an item?
If you wish to return one or more items, you can do so within 14 days of receiving the goods. Please contact us at hello@alma-ceramics.com.
The items must be in unused and undamaged condition.
Please be sure to include your order number so that we can easily process your return.
We only accept returns via DHL within Germany, Austria, and Switzerland.
It is important that the goods are packaged in the same way as when you received them. Only in this way can we guarantee that the items arrive back to us undamaged and that we can refund you the full amount.
What are the costs for return shipping?
For returns within Germany, we charge a flat fee of €7.90, which will be deducted from the refund upon receipt of the undamaged goods.
For returns from Austria, we charge a flat fee of €12.90.
For returns from Switzerland, we charge a flat fee of €29.90.
For returns from other European countries, the return shipping must be arranged by you and may vary depending on the country.
If a shipment is refused without comment, we will treat it as a return and retain €9.90 for the return shipping costs.
How is the refund processed?
The refund will be processed within 6 working days after receipt of the undamaged goods and will be credited to the original payment method.
How should the goods be packaged for a return?
Please ensure that the goods are packaged in the same way as when you received them. Only then can we guarantee that the items return to us undamaged. We can only process the refund if the goods are returned in their original packaging and are not damaged.