1. Order Processing Time

• All orders are processed within 1–2 Austrian business days (Montag–Freitag, excluding Austrian national holidays and EU bank holidays) after payment confirmation and order verification.
• Delicate Decor Packaging: All handcrafted woven, glass, macrame and fabric pieces are packaged in protective acid-free tissue paper, rigid cardboard boxes, bubble wrap and foam inserts – custom hand-packaging to prevent damage (e.g., broken glass, frayed weave, bent macrame) during transit, included in standard processing time.
• Weekend/holiday orders are processed on the next Austrian business day. Processing time is separate from shipping transit time – delivery estimates start only after your order is shipped and a tracking number is provided.
• Pre-order handcrafted pieces: Processing time is stated on the product page (typically 3–5 Austrian business days); we will notify you of the estimated shipping date via email (in English/German).

2. Shipping Methods & Delivery Estimates

3. Shipping Costs & Fees

• Shipping costs are calculated automatically at checkout and are based on your shipping zone, order weight and product type (delicate glass/macrame vs. woven hardgoods) – no hidden fees (keine versteckten Kosten).
• Free Shipping Promotions:
  • Austria: Free Österreichische Post Express shipping for all orders with a subtotal of €60 or more.
  • EU: Free DHL Parcel EU shipping for all orders with a subtotal of €100 or more.
   
• No Hidden Packaging Fees: All custom protective packaging costs for our delicate glass/macrame/woven pieces are included in the shipping rate – we do not charge additional handling fees.
• International Customs Fees: For non-EU international orders, the customer is solely responsible for all local customs duties, import taxes and brokerage fees – these fees are not included in our shipping costs and are collected by your local courier/customs office upon delivery (compliant with Austrian/EU export laws). We cannot estimate or pay these fees on your behalf.
• All shipping costs, fees and surcharges are non-refundable, unless the order is canceled by us (e.g., product unavailability) or the item is faulty/incorrect due to our direct error (per EU/Austrian consumer law).

4. Shipping Address Accuracy

• Delays, lost shipments, misdeliveries or returned packages caused by incorrect/incomplete address information – especially critical for international orders and Austrian rural addresses.
• Additional fees charged by the carrier/courier for address correction, redelivery or rerouting of packages.
• Lost or stolen packages due to “leave at door” instructions (we recommend signature confirmation for high-value orders ≥€100).

5. Order Tracking & Notifications

• A shipping confirmation email (Versandbestätigungsemail) (containing a unique tracking number and direct carrier/courier link) is sent to the email address you provided at checkout as soon as your order is shipped.
• The email also includes care instructions (Pflegehinweise) for your handcrafted/upcycled pieces (e.g., how to store macrame hangers, clean woven seagrass, care for glass vases) in English and German.
• Tracking information may take 24–48 hours to update on the carrier/courier’s website (due to processing and scanning delays, especially for international shipments).
• If you do not receive a shipping confirmation within 3 Austrian business days of placing your order (or the estimated pre-order ship date), please check your spam/junk email folder first (shipping emails are often filtered), then contact our customer service team for assistance.

6. Risk of Loss & Title Transfer

7. Lost, Stolen or Damaged Shipments

7.1 Damaged Products (In Transit)

• Your full order number.
• Clear, high-resolution photos of the damaged product, original packaging (inside and out), and the shipping label/courier documentation.
• A brief description of the damage (e.g., “Upcycled Glass Vase broken in transit / Upcycled Glasvase im Versand beschädigt”).

7.2 Lost/Stolen Shipments

• Marked as Delivered but Not Received: If the carrier/courier marks your order as “delivered” but you have not received it, we are not liable for stolen shipments – you must file a theft report with your local police department and contact the carrier/courier for a delivery investigation (we will provide carrier contact information, packaging proof and full claim support for your order).
• In Transit for Excessive Time: If your order is marked as “in transit” for more than 10 business days beyond the estimated delivery date (and is not marked as delivered), please contact us immediately – we will assist you in filing a lost shipment claim with the carrier/courier. If the carrier/courier approves the claim, we will offer a full refund or free replacement (if available) at your sole discretion.

8. Order Cancellations & Changes

• We accept order cancellations and changes (e.g., product additions, address corrections) only if the order is unprocessed/unshipped. To cancel/change an order, email us at service@utaytn.com with the subject line: Cancellation/Change Request – [Your Order Number] / Stornierung/Änderung Anfrage – [Ihre Bestellnummer] and include the requested changes.
• Once packaging for a delicate piece (e.g., glass vase, macrame hanger) has begun, the order cannot be canceled – this is to avoid waste of custom protective packaging materials and ensure we can fulfill other orders for limited-edition handcrafted pieces.
• Once an order has been shipped, we cannot cancel, change or reroute it – you must follow our Return & Refund Policy for returns/exchanges (if the product is eligible for return).
• Canceled unprocessed orders will receive a full refund (including product price, VAT, shipping fees and any other charges) within 3–5 Austrian business days of cancellation confirmation.

9. Shipping Restrictions

• We ship to all valid physical addresses worldwide (PO Boxes are accepted for Austria/EU orders only; international orders require a physical address – carrier/courier restriction for delicate decor).
• High-value orders (≥€100) require signature confirmation (Unterschriftsbestätigung) at delivery (for all shipping zones) – the carrier/courier will not leave the package without a physical signature to prevent theft.
• All international shipments comply with Austrian/EU export laws and include a commercial invoice (customs documentation) with the correct product description and value – this is required for customs clearance in your country.

10. Contact Us

• Email: service@utaytn.com (response within 24 Austrian business hours – urgent for damaged decor claims)
• Mailing Address: Andreas Winter, Pernersdorf 212, Haus, 2052 Pernersdorf, Austria (Österreich)