Shipping policy

Order processing

After your payment is confirmed, we prepare your order for shipment. Preparation takes 2-5 business days for most orders. This time is separate from, and comes before, the delivery time below.

 

Shipping and delivery times

Your items ship directly from our supplier's warehouses in China, the United States, the United Kingdom and Germany. Delivery time is counted from the day your parcel is handed to the carrier until it reaches you, in calendar days (weekends included). Most orders to Germany arrive within 2-18 days of being handed to the carrier. Some parcels arrive later than this, for example because of customs processing or carrier delays, so this window is an estimate, not a guarantee. The 2-5 business days of preparation are not included in it. An order with several items can arrive in separate parcels, from different warehouses, on different days. The estimated delivery dates and the exact shipping charge for your order are shown at checkout before you complete your purchase.

 

Customs and import charges

No customs duties or import charges are payable on delivery. Items that ship from our supplier's warehouse in Germany are delivered within the European Union, so no import charges arise at all. For items that ship from a warehouse outside the EU, any import cost is paid by us before your parcel reaches you, and it is already covered by the price and the shipping charge you see at checkout. The carrier and customs will not ask you for any additional payment when your parcel is delivered. If a carrier or customs office ever does ask you for a payment on a FASVENA order, contact us at contact@fasvena.com and we will reimburse you in full.

 

Order tracking

Once your order has shipped, you will receive a confirmation email with tracking information so you can follow its progress.

 

Delays

Occasionally, shipments may be delayed due to customs processing, high demand, carrier problems or other factors outside our control. If your order takes longer to prepare than the time stated above, we will email you with a revised date and give you the choice to wait or to cancel your order for a full refund. We appreciate your patience and will keep you updated if a significant delay occurs.

 

If your parcel is late or does not arrive

If your parcel has not arrived within the delivery window above, contact us at contact@fasvena.com with your order number and we will check your parcel with the carrier and come back to you within 3 business days. Our Refund policy sets out what happens next, including the point at which we refund or resend an order that cannot be traced. Your statutory rights as a consumer in Germany are not affected by anything in this policy.

 

Cancelling an order

If you change your mind before the warehouse has started packing your order, contact us and we will cancel it and refund you in full, with nothing to send back. Once packing has started the order cannot be stopped, and a cancellation becomes a return. Our Refund policy sets out both routes in full.

 

Returns

Please read our Refund policy before sending anything back, and contact us first at contact@fasvena.com. Returns are handled by our supplier's warehouse, not from this website, so we email you a return link with the correct return address once you tell us you are returning an item or withdrawing from your order. Without that link a returned parcel cannot be matched to your order, which delays your refund.

 

Questions

If you have any questions about your shipment or this policy, please contact us at contact@fasvena.com.