Thank you for buying something unique and handmade. I hope you will love it as much as I have loved making it
Processing & shipping times
Our processing times vary between 1-5 business days and the current ones are displayed on the product page. The shipping times (how long it takes for the products to arrive to you once they are handed to the carrier), are estimated and cannot be a guarantee as we do not have any control over them. During holidays, carriers tend to take longer so please plan in advance.
If the product you purchased is made to order, the processing time will be listed on the product page. If you are in a hurry or need the product for a specific occasion, please contact me before making a purchase so we can work something out together.
I ship with DHL or DPD for national shipments (Germany) and to Austria and Belgium and most of the time, my packages arrive within a couple of working days in Germany. However, delays can happen during busy times. If you have not received a parcel within 7 working days, please reach out to my email address elisabetta (@) meshandcloth.com and we will work on a solution, which can either be a refund or a substitution (if possible and if the item is still in stock).
For the packages sent with DPD, I use DPD-Predict, which a service whereby DPD also sends you an email to inform you about the status of the order and if there are any issues with it, such as an incorrect address.
For most international orders, I ship with UPS.
Wrong address / failure to pick up your parcel: If a package is sent back to me due to the address being wrong or the item not being claimed, I will issue a refund minus the cost that I am charged by my carrier for returns (currently this is amount is 5€). Please understand that shipping companies charge me hefty fees any time a package is sent back to me due to an incorrect address or failure to pick up. So please check your delivery address when you make your order to avoid an issues.
Local pickups
If you are in Berlin, you have an option to pick up your order in my studio. If this option is available for the item you selected, you will be able to choose it at checkout. I can only offer pick up on certain days of the week. If that does not work for you, please contact me and we will work something out.
Tracking
Unless you have chosen a non-tracked option, I ship your purchase with a tracking number and you will receive this tracking number in the shipping confirmation email.
Customs
If you live in a country outside of the EU, you may have to collect your purchase at customs and you may incur customs fees in accordance with your local authorities. You are solely responsible for these costs. Please note that, even if your purchase is a gift, I am legally required to include an invoice with an purchases going to countries affected by customs.
Gifts
If your purchase is a gift, please leave a note at check-out (you will notice a form asking for the name of the recipient and a message you may want to leave them). Please double check the recipient’s address.
Returns and exchanges
I do not offer refunds or accept returns for digital products.
For physical items, you can return them within 14 days of receipt, no questions asked, and you will be awarded a full refund. The customer assumes responsibility to send the items back at their own costs. We cannot afford to offer free refunds, and we do not find it this to be a sustainable consumption practice.
If you are having problems with any of our products, please do contact me and I will do everything I can to help you out.
Damage in transit
While I am not responsible for what happens to the product while in transit, If the item arrives to you damaged in the mail, please contact me so we can resolve the issue with the carrier. If you have any issues at all, please contact me and I will do everything I can to make it right.