Versandrichtlinie

Shipping & Delivery Policy

1. Shipping Disclosure at Checkout

Shipping costs, available shipping methods, and estimated delivery timeframes are clearly displayed at checkout before payment is completed. By placing an order, you acknowledge that delivery timeframes are estimates only and not guarantees.

2. Dispatch & Proof of Shipment

Once an order has been dispatched:

  • A shipping confirmation and tracking information are provided where available.

  • Dispatch confirmation constitutes proof that the order has entered the carrier network.

3. Transfer of Risk & Delivery

To the maximum extent permitted by law:

  • Risk of loss or damage transfers to the customer once the goods are handed to the carrier, unless otherwise required by mandatory consumer law.

  • Delivery is deemed complete once the carrier confirms delivery to the address provided at checkout.

Carrier confirmation (including tracking scans, GPS confirmation, delivery photo, or signature where available) constitutes conclusive proof of delivery for dispute and chargeback purposes.

4. Incorrect Address & Failed Delivery

Customers are responsible for ensuring all delivery details are accurate and complete at checkout.

If delivery fails due to:

  • Incorrect or incomplete address details

  • Refusal of delivery

  • Failure to collect or receive the shipment

  • Failure to complete customs clearance

the customer may be responsible for:

  • Return shipping costs

  • Redirection fees

  • Storage charges

  • Reasonable administrative costs

5. International Orders, Customs & Import Charges

For international orders:

  • Import duties, VAT/GST, customs fees, brokerage fees, and clearance charges are the sole responsibility of the customer, unless expressly stated otherwise at checkout.

  • These charges are not shipping costs and are imposed by local authorities, not FTW DMA.

Refusal to pay customs charges does not constitute non-delivery or merchant fault.

6. Delivery Delays Outside Our Control

FTW DMA is not responsible for delays caused by:

  • Shipping carriers or logistics providers

  • Customs inspections or border delays

  • Regulatory actions or sanctions

  • Force majeure events beyond our reasonable control

Such delays do not constitute grounds for chargebacks, payment reversals, or forced refunds where the order has been properly dispatched.

7. EU & UK Consumer Delivery Rights

Nothing in this policy limits mandatory consumer rights under applicable EU or UK law.

Where EU or UK consumer law applies:

  • The right to withdrawal may be excluded under Article 16 of Directive 2011/83/EU (or equivalent UK law) for:

    • Custom or made-to-order goods

    • Sealed goods once unsealed after delivery

    • Digital content or services supplied with prior express consent and acknowledgement of loss of withdrawal rights

Where lawful exceptions apply, chargebacks based on “change of mind” or “cooling-off” claims may be rejected.

8. Chargebacks & Disputes

Before initiating a chargeback, customers must contact FTW DMA to allow reasonable opportunity for resolution.

Where a chargeback is initiated:

  • Carrier delivery confirmation

  • Proof of dispatch

  • Checkout acceptance of terms

  • Customs responsibility disclosures

may be submitted as evidence to financial institutions and card networks.

Unfounded or bad-faith chargebacks may result in account suspension and recovery action where permitted by law.

9. Contact & Support

For shipping inquiries or delivery issues, customers must contact: