Terms of Delivery
Vision E-shop GmbH

Delivery methods

1) To EU countries: depending on the value of your order we either ship by DHL Economy (Road) or DHL Express (Air).

2) To non-EU-countries: orders being shipped to non-EU countries are delivered by post. The delivery period for postal service can take up to four weeks.

Delivery costs

1) For EU countries delivery costs depend on the value of your order:

Order value Delivery cost Delivery service
Up to 239,00 Euro 7,00 Euro DHL Economy (Road) – 1 to 6 working days *
From 240,00 to 950,00 7,00 Euro DHL Express (Air) – 1 to 2 working days
From 951,00 Euro For Free DHL Express (Air) – 1 to 2 working days

*Please see "Standard delivery times for DHL Economy” for more details

2) For non-EU countries delivery costs depend on three factors: order weight, country of delivery, and the value of the order. During the order process and before an order is submitted the actual delivery costs are calculated and listed for you. You can then decide to proceed or to cancel the order.

Attention: for shipments going to non-EU countries additional customs charges, import duties, and fees are the responsibility of the recipient. We have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country. You may want to contact your local customs office for further information.

Delivery address

Please make sure to enter a valid and complete delivery address, including your mobile phone number. Please keep in mind that delivery attempts will be made during working hours (8 am – 5 pm) Monday to Friday. If you enter your home address for delivery but you are at work in the daytime, we suggest entering an alternative delivery address (e.g. your workplace).

Our delivery partners cannot deliver packages to P.O. box addresses.

If you are not available to receive the parcel, the carrier may leave it with a neighbor. In such cases, a note will be left on your door or in your mailbox.

Standard delivery times for DHL Economy (Road)

Please note that the delivery times below are calculated from the day of dispatch from our warehouse. Ready orders are dispatched from our warehouse workdays from Monday to Friday.

To Country Lead time in working days1
Austria1
Germany2
Belgium2
Bulgaria3
Denmark4
Baltic Countries3 – 4
Finland4 – 5
France2 - 3
France, Corsica4
Greece4
Great Britain3
Ireland3
Italy (northern part)2
Italy (middle)3
Italy (southern part)4
Liechtenstein22
Luxembourg2
Netherlands2
Northern Ireland4
Norway – Non EU25 – 6
Poland2
Portugal4
Romania3 – 4
Sweden4
Switzerland – Non EU22
Slovakia1 – 2
Slovenia1 – 2
Spain3 – 4
Spain, Canary Islands5
Spain, Balearic Islands5
Czech Republic2
Hungary2
Other countriesPlease ask us

1No deliveries on Saturdays, Sundays and national holidays

2Any customs or import duties are levied once the package reaches the destination country.

Additional charges for customs clearance are the responsibility of the recipient; we have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country. You may want to contact your local customs office for further information.

Standard delivery times for DHL Express (Air)

1) EU countries: 1 – 2 working days

2) Non-EU countries: please ask us

You can calculate transit time directly at the DHL page.

Shipment tracking (Where is my parcel?)

All parcels can be tracked on the website of our delivery partners:

Simply enter the tracking number, which is emailed to you in the dispatch notification (for orders sent by DHL) respectively for orders sent by the Austrian post please enter the tracking number which is listed in your webshop under "My orders".

Please feel free to call our delivery partners regarding your package. Corresponding phone numbers (per country) are shown at the websites of the parcel companies.

Undeliverable packages

Occasionally parcels are returned to us even though previous orders have been successfully delivered to the same address. This is primarily because different couriers have different knowledge of the delivery area.

Our carrier may deem a package undeliverable for one of the following reasons:

  • Incorrect Address: If the address is incorrect, incomplete or outdated, the package is typically returned to us by the delivery service. Please double-check your address carefully when placing a new order.
  • Address Format: If a post office box address was entered in a format our system does not recognize, the package may accidentally be dispatched via a carrier that cannot deliver to a post office box.
  • Failed Delivery Attempts: Most of our delivery partners make two attempts to deliver a package. If no one is present to accept the delivery after two attempts, the package will be returned to us.
  • Refused by Recipient: If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you want to place a new order for the gift, you may want to let the recipient know that a surprise is on the way.

In rare cases it is also possible that the address label became illegible during the delivery process.

To avoid future problems with delivery please check the following:

  • Is your bell and/or mail box properly labeled? Do these labels contain all last names of the members of the household?
  • Is the mailbox in a prominent position and accessible from outside?
  • Are there any special address features that should be mentioned in the delivery address, such as rear building, side entrance, etc.?
  • Company address: have the company name and department been entered clearly? DHL delivers packages sent to companies to their mail center/goods receiving department.
  • Gifts: if a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you want to place a new order for the gift, you may want to let the recipient know that a surprise is on the way.
  • Phone number: have you supplied your mobile phone number. Is the number accurate? In most cases delivery drivers will call you if there is a problem with delivery.

Questions?

If you have further questions, please contact us. We will be happy to assist you.

 
© 2017 Vision International People Group