Last updated: 15 August 2026

Shipping, Returns & Withdrawal

1. Order processing

Orders are normally prepared within 2–5 business days after payment is confirmed. Made-to-order, pre-order or personalised pieces may require a longer preparation period; the applicable estimate is shown on the product page or communicated before purchase. Orders are not processed on weekends or German public holidays.

2. DHL tracked shipping

The shipping rate displayed at checkout for the selected delivery address is authoritative. We currently do not deliver to destinations for which no shipping option appears at checkout.

After dispatch, tracking information is sent to the email address provided with the order. Delivery times shown by DHL are estimates and are not guaranteed. Customs controls, local carrier conditions, strikes, severe weather and force-majeure events may cause delays.

3. Address and delivery

Please provide a complete and accurate delivery address. If a parcel is returned because the address supplied by the customer was incomplete or incorrect, or because delivery or collection was not completed, we may charge the actual cost of a new shipment. This does not affect your statutory rights where the failed delivery is attributable to us or the carrier.

For consumer purchases, the risk of accidental loss or damage remains with Zwischenform until the goods are received by you or by a third party designated by you, unless you independently commissioned a carrier not offered by us.

4. Customs, duties and DHL documentation

Shipments to destinations outside the EU customs territory require customs documentation and may be inspected. Zwischenform completes the required DHL customs declaration based on the order. The recipient is responsible for import VAT, customs duties, handling fees and other destination-country charges unless checkout expressly states otherwise. These charges are not included in the product or shipping price.

Customers must not request false values or descriptions on customs documents. Prohibited or restricted goods cannot be shipped. A parcel returned because import charges were refused or local import requirements were not met may be refunded after receipt, less the actual return and unrecoverable shipping costs, to the extent permitted by law.

5. Damaged, incorrect or missing items

Please contact zwischenform@gmail.com as soon as possible and include the order number and clear photographs of the parcel and item. Statutory warranty rights remain unaffected. Do not return an incorrect or damaged item before receiving instructions from us.

6. Fourteen-day right of withdrawal

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 days without giving a reason. The period begins when you or a third party designated by you, other than the carrier, receives the goods. For multiple goods delivered separately, it begins on receipt of the last item.

To exercise the right, submit a clear statement through our online withdrawal function or email us at zwischenform@gmail.com. It is sufficient to send the statement before the 14-day period expires.

7. Effects of withdrawal

Where withdrawal is valid, we refund the payments received from you, including the cost of our least expensive standard delivery option, no later than 14 days after receiving your withdrawal notice. We may withhold reimbursement until the goods have been returned or you provide evidence of return, whichever occurs first. The refund is made using the original payment method unless expressly agreed otherwise.

You must send the goods back without undue delay and no later than 14 days after notifying us of the withdrawal. You bear the direct cost of the return. We recommend tracked shipping and retaining the receipt. You are responsible only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

8. Exceptions

The statutory right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised, and to other legally excluded categories where applicable. A product is not excluded merely because it was produced in a small edition or made after ordering unless it was made to your individual specification.

9. Model withdrawal statement

To: Zwischenform, Wang Wei Jen, Potsdamer Straße 70, 10785 Berlin, Germany, zwischenform@gmail.com

I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods: [goods]. Ordered on/received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date]. Signature (only if submitted on paper): [signature].

10. Voluntary returns

Any return accepted outside the statutory withdrawal or warranty rules is discretionary and must be agreed in advance. Items must be unworn, unused and returned with original tags and packaging.