Shipping policy

1. General Shipping Information
We ship our products within Germany, across Europe and internationally to selected countries. Shipping is handled by DHL, FedEx, UPS and others, and the processing time is usually 1–2 working days.

2. Shipping Costs & Delivery Options
Free shipping: on orders over €60 within Germany.
Free shipping: on orders over €150 within the EU (incl. UK).
Free shipping: on orders over €250 worldwide.
Registered mail (Einwurfeinschreiben) for orders up to €15 within Germany: from €3.45 – delivery approx. 2–4 working days
Standard shipping within Germany: from €5.90 – delivery approx. 2–4 working days
Shipping within the EU: from €8 – delivery approx. 10–12 working days
International shipping: from €29.99 – express on request

3. Delivery Times
Delivery times vary depending on the shipping method and destination:

Germany
Standard shipping: approx. 2–4 working days
Express shipping: approx. 1–2 working days

European Union
Standard shipping: approx. 3–7 working days

United Kingdom
Standard shipping: approx. 5–10 working days

International outside the EU
Standard shipping: approx. 7–21 working days

The delivery times stated apply from dispatch of the order and are non-binding estimates. Deliveries are generally not made on Sundays and public holidays.

For deliveries outside the EU, additional delays may arise due to customs clearance. Depending on the destination country, import VAT, customs duties or other charges may also apply. These are not included in our shipping costs and may be levied by the relevant authorities or the shipping service provider.

We have no influence over delays caused by customs authorities, shipping service providers, exceptionally high shipping volumes or other external factors.

4. Shipping Restrictions
We currently do not deliver to the following countries/regions: Russia, Africa, South America.

5. Shipment Tracking
Once your order has been dispatched, you will receive a tracking number by email, allowing you to check the status of your order at any time.

6. Damaged or Lost Orders
If your parcel arrives damaged or is lost in transit, please contact us immediately at support@madgems.de

Damaged goods: Please send us photos of the damaged items and the packaging so that we can find a solution.

Lost parcels: If your order has not arrived after 14 days, please contact us. We will check the status with the shipping service provider and, where appropriate, arrange a replacement delivery or refund.

7. Returns & Complaints
Returns are possible within 14 days. Please contact us in advance at support@madgems.de to register a return.

The customer bears the cost of return shipping.

Items must be returned unused and in their original packaging.

Further details can be found in our Right of Withdrawal notice.