Help
Shipping & Returns
Shipped from Germany with every duty prepaid, so there is nothing to pay on delivery. Here is exactly how it works, and what happens if you need to send something back.
01
Shipping
- Where we ship from
- Every order is dispatched from our warehouse in Germany. We currently ship to all 50 United States.
- Duties and customs
- Import duties and customs are prepaid (Delivered Duty Paid). Nothing extra is collected on delivery, and prices are shown in US dollars.
- Cost
- Shipping is free on orders that include a full-price item. Low-price-only orders, such as a set of refills on their own, carry a flat $35 shipping fee so the parcel still reaches you reliably.
- Delivery time
- Most orders arrive within 5 to 10 business days. Engraved pieces are made to order and ship in 7 to 10 business days.
02
Returns & exchanges
- 30-day window
- You may return an unused item in its original condition, with its gift box, within 30 days of delivery.
- How to start a return
- Reply to your order confirmation or email info@hoerner-group.de with your order number, and we will send you the return details.
- Return shipping
- You are free to send the item back with the carrier and service of your choice. We recommend a tracked option, as the piece stays your responsibility until it reaches us.
- Personalised items
- Engraved and other personalised pieces are made uniquely for you and cannot be returned, unless they arrive faulty or incorrect.
- Faulty or incorrect items
- If something arrives damaged or not as ordered, contact us within 30 days. We cover the return and send a replacement or full refund, your choice.
- Refunds
- Once your return reaches us and passes a short check, we refund to your original payment method within 5 business days.
Questions? Email info@hoerner-group.de and a person will get back to you.