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Versandvorschriften

Neuhaus Online Store is committed to bringing you the finest products and superior customer service. We take pride in making certain that each item ordered is delivered in a timely manner and in excellent condition. We use professional shipping companies such as FedEx, UPS, DHL and TNT. The volume of gifts we ship throughout Europe on a daily basis allows us to offer premium shipping services at very competitive costs.

We offer delivery Monday to Friday throughout Europe. Saturday delivery is currently offered in Belgium and France.

Please review the following guidelines and suggestions so that we can best deliver your carefully selected gift. Any questions? Please call or email, our customer service staff will be happy to help you.

Delivery Address Guidelines

Please complete all applicable fields. A phone number is mandatory. Please write the phone number without spaces and without the country code.

If your delivery address (e.g. Ireland) has NO postal code, put 'n/a' in the zip code field.

We do not deliver to P.O. Boxes or military bases.

A signature is typically required for delivery. We deliver during business hours; please use an address where you know the recipient or another adult will be available. In some countries the shipper will leave the parcel in front of the door or with a neighbor when requested in the delivery instructions field. We cannot guarantee that the delivery company will follow these directions. At hospitals or companies we will deliven at the reception desk. The name of the recipient is always on the box, so the recipient can easily be informed.

Customs and Duties Guidelines

Recipients will never be charged duties or custom fees. The amount of your order includes duties and taxes UNLESS it is clearly stated otherwise in the shopping cart and the order confirmation email.

For shipments outside the European Union it is highly unlikely, but possible, that customs will physically inspect the parcel. This can cause a delay of 24-72 hours. We cannot be held responsible for this unfortunate event.

Neuhaus Online Store Responsibilities

Neuhaus Online Store accepts responsibility for the timely delivery of your order in accordance with the selected shipping method. Neuhaus Online Store is not responsible for failed deliveries when (1) the customer provides an incorrect or outdated address, (2) the gift recipient is on vacation or not available, or (3) the customer does not promptly (24 hours) provide a corrected/new delivery address. If the delivery company must return a gift to Neuhaus Online Store for any of the above reasons, the customer can be charged for the shipping and handling as well as 20 Euro for the return and cancellation fee (but not for the gift itself, unless we cannot reuse it e.g. fruit, flowers). Neuhaus Online Store will resend your gift to a new address at the customer's request if the customer agrees to pay the shipping and handling charge a second time. In this case the 20 Euro return and cancellation fee will not be charged.

Shipping Methods and Neuhaus Online Store Commitments

Neuhaus Online Store offers multiple shipping methods to meet our clients’ needs. Please select the method that best matches your needs.

Express Delivery

We use a professional shipping company to deliver your gift on the requested date. If the recipient is not available, we leave a message on the door or deliver to a neighbor.

Express delivery gifts are given extra attention by our customer service department and priority by the shipper.

We recommend shipping to a business address when possible as a signature is generally required.

With Express Delivery, Neuhaus Online Store guarantees that your gift will be delivered in good condition, on the requested delivery date. In the unlikely event that a delivery attempt is not made on the requested day, we will reimburse the delivery charges and 50% of the gift value if it is 1 day late, and the delivery charges and 100% of the gift value if it is 2 days late. Please note that these refunds do not apply if delivery was attempted but the recipient was not home, if the address is incorrect or incomplete, if delivery was delayed due to inclement weather or strikes, and in other extraordinary circumstances. Please also note that some locations in Europe require 2 to 3 days. If your location requires additional delivery days you will be notified by our Customer Service team.

Standard Express Delivery

We use a professional shipping company to deliver your gift on or before the requested date. If the recipient is not available, we leave a message on the door or deliver to a neighbor.

Standard express delivery gifts are given extra attention by our customer service department and priority by the shipper.

We recommend shipping to a business address when possible as a signature is generally required.

With Standard Express Delivery, Neuhaus Online Store guarantees that your gift will be delivered in good condition, on or before the requested delivery date. In the unlikely event that a delivery attempt is not made on or before the requested day, we will reimburse the delivery charges, not the gift. Please note that this refund does not apply if delivery was attempted but the recipient was not home, if the address is incorrect or incomplete, if delivery was delayed due to inclement weather or strikes, and in other extraordinary circumstances. Please also note that some locations in Europe require 2 to 3 days. If your location requires additional delivery days you will be notified by our Customer Service team.

Ground Delivery

We use a professional shipping company to deliver your gift within 2-3 days of the requested date. If the recipient is not available, we leave a message on the door or deliver to a neighbor.

We recommend shipping to a business address when possible as a signature is generally required.

Neuhaus Online Store guarantees that your gift will be delivered in good condition but we can offer no compensation for late deliveries when using our Ground Delivery service.

Partner Local Delivery or Local Florist Delivery

This means we do not ship the gift or the flowers from our warehouse but use a local partner. With Partner Delivery and Local Florist Delivery, Neuhaus Online Store guarantees that your gift will be delivered in good condition, but we can not offer compensation for late deliveries.

Terms and Conditions

For more details, please see our terms and conditions.