Shipping & Delivery Policy
At Prestige House, we are committed to providing a reliable and convenient delivery experience for every customer.
This Shipping & Delivery Policy explains how orders placed through prestigeehouse.com are processed, shipped and delivered.
1. Company Information
Prestige House
Legal name: Prestige House
Address: Neuhauser Straße 18, 80331 München, Germany
Phone: +4915220070000
Email: customersservice@prestigeehouse.com
Website: prestigeehouse.com
2. Order Processing
Orders are normally processed after successful payment confirmation.
We make reasonable efforts to process orders as quickly as possible.
Processing times may vary depending on:
- Product availability
- Payment confirmation
- Order volume
- Weekends and public holidays
- Additional verification requirements
If there is an unexpected delay in processing your order, we will make reasonable efforts to inform you.
3. Shipping Destinations
We ship to the countries and delivery locations available during the checkout process.
Available shipping destinations may vary depending on the product, destination and delivery service.
If a particular destination is not available during checkout, we may not be able to fulfil the order to that location.
4. Shipping Costs
Shipping costs are calculated and displayed during the checkout process before you complete your purchase.
The applicable shipping cost may depend on factors including:
- Delivery destination
- Order size
- Product weight
- Shipping method
- Delivery service
Any applicable shipping charges will be clearly displayed before payment is completed.
5. Delivery Times
Estimated delivery times are displayed during the checkout process or communicated with your order confirmation where applicable.
Delivery times may vary depending on the destination, shipping method and carrier.
Unless a different delivery period has been specifically agreed with the customer, applicable EU consumer rules generally require goods to be delivered without undue delay and no later than 30 days after the conclusion of the contract.
Estimated delivery dates are not guaranteed unless expressly stated otherwise.
6. Order Tracking
Where tracking information is available, customers may receive a tracking number or tracking link by email after their order has been dispatched.
Tracking information may take some time to become active after the shipment has been handed to the carrier.
Customers should use the tracking information provided to monitor the progress of their delivery.
7. Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please carefully check your:
- Full name
- Street and house number
- Apartment or unit number, where applicable
- Postal code
- City
- Country
- Telephone number
Prestige House cannot be held responsible for delivery problems caused by incorrect or incomplete information provided by the customer, subject to applicable consumer protection laws.
8. Delivery Delays
Although we make reasonable efforts to meet estimated delivery times, delays may occur due to circumstances beyond our reasonable control, including:
- Carrier delays
- Severe weather
- Public holidays
- Customs procedures
- Transport disruptions
- Strikes
- High shipping volumes
- Incorrect delivery information
- Other unforeseen circumstances
If a significant delay occurs, we will make reasonable efforts to assist you and provide relevant information.
9. Damaged Packages
If your package appears visibly damaged when delivered, we recommend checking the contents as soon as possible.
If the product is damaged, please contact us at:
customersservice@prestigeehouse.com
Please provide:
- Your order number
- A description of the damage
- Photographs of the damaged packaging
- Photographs of the damaged product
We will review the situation and provide the appropriate solution in accordance with applicable consumer protection laws.
For consumer purchases within the EU, the seller generally remains responsible for damage occurring during delivery when the seller arranged the transport.
10. Missing or Undelivered Orders
If your order has not arrived within the estimated delivery period, please first check the tracking information provided by the carrier.
If the tracking information does not resolve the issue, contact us at:
customersservice@prestigeehouse.com
We will investigate the delivery with the relevant carrier where appropriate.
If an order is not delivered within the legally applicable or agreed delivery period, consumers may have additional rights under applicable law. EU rules generally provide remedies where delivery does not take place within the agreed period or, where no period was agreed, within 30 days.
11. Failed Delivery Attempts
If the carrier is unable to deliver an order because nobody is available, the address is incorrect, or another delivery issue occurs, the carrier may attempt redelivery or provide instructions for collection.
Customers should follow the carrier’s instructions to avoid unnecessary delays.
Where additional costs arise because of incorrect information or circumstances attributable to the customer, such costs may apply where legally permitted.
12. Customs and Import Charges
For deliveries to destinations outside the European Union, additional customs duties, taxes or import charges may apply depending on the destination country’s regulations.
Unless otherwise stated during checkout, such charges may be the responsibility of the customer.
Customers are responsible for complying with applicable import requirements in their country.
13. International Delivery
International deliveries may take longer than domestic deliveries due to:
- Distance
- Customs procedures
- Local carrier operations
- Import requirements
- Weather or transportation disruptions
Delivery estimates provided for international orders are indicative unless a specific delivery date has been expressly agreed.
14. Delivery Restrictions
Certain products may be subject to delivery restrictions depending on the destination country.
If a product cannot legally or practically be delivered to a particular destination, the order may not be accepted or may need to be cancelled.
Any applicable delivery restrictions will be communicated where reasonably possible.
15. Changes to Shipping Information
If you need to correct your delivery address after placing an order, please contact us as soon as possible at:
customersservice@prestigeehouse.com
We cannot guarantee that an address can be changed after an order has been processed or dispatched.
16. Returns and Delivery
If you exercise your statutory right of withdrawal, the return process is governed by our Returns & Refund Policy and applicable consumer protection laws.
For online purchases in the EU, consumers generally have a 14-day withdrawal period from delivery of goods, subject to legal exceptions.
Please refer to our Returns & Refund Policy for detailed information about returning products and receiving refunds.
17. Contact Us
If you have any questions regarding shipping or delivery, please contact us:
Prestige House
Address: Neuhauser Straße 18, 80331 München, Germany
Phone: +4915220070000
Email: customersservice@prestigeehouse.com
Website: prestigeehouse.com
Our customer service team will make reasonable efforts to assist you with your delivery request.
End of Shipping & Delivery Policy