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Shipping Policy

  • Scope
    This Shipping Policy applies to orders of physical goods placed through the “Pastell Slimez” online shop at https://www.pastellslimez.com. It supplements the Terms and Conditions and does not affect any mandatory consumer rights.

  • Contracting Party and Contact
    Pastell Slimez
    Owner: Julia Sophie Schmid (sole proprietorship)
    Address: Laudongasse 40, 1080 Vienna, Austria
    Phone: +43 699 19286222
    Customer Service Email: julia@pastellslimez.com

  • Shipping Destinations
    (1) We deliver to shipping addresses within Austria and to any countries that are available for selection as a shipping destination during checkout.
    (2) If certain regions/countries are temporarily excluded (e.g., islands or special territories), this will be shown during checkout.

  • Processing Time (Handling Time)
    (1) We process orders as quickly as possible after receipt of payment.
    (2) Since some products are handmade, processing times may vary depending on capacity, product availability, and drop/restock schedules.
    (3) If a different processing time is stated on a product page, in the cart, or during checkout, that stated processing time applies.

  • Delivery Time
    (1) Estimated delivery time consists of the processing time plus the carrier’s transit time.
    (2) Unless a different delivery deadline has been expressly agreed, we will deliver without undue delay and no later than within 30 days from the date the contract is concluded.
    (3) If delivery is delayed, we will inform you as soon as we become aware of the delay.

  • Shipping Costs
    (1) Shipping costs are displayed transparently during checkout before you place your order.
    (2) Free shipping may be offered as part of promotions; the shipping information shown during checkout at the time of ordering is decisive.
    (3) Any applicable surcharges (e.g., express shipping or bulky goods) will also be displayed during checkout, where offered.

  • Carriers and Order Tracking
    (1) We ship via one or more parcel carriers. The carrier used may vary depending on the destination country, parcel size, and operational capacity.
    (2) If tracking is available, you will receive the tracking details by email (shipping confirmation).

  • Partial Shipments
    (1) For logistical reasons, your order may be delivered in separate packages (partial shipments) if this is reasonable for you.
    (2) You will not be charged additional shipping fees due to partial shipments unless expressly agreed otherwise.

  • Transfer of Risk (Transport Risk)
    (1) If you are a consumer, the risk of accidental loss or accidental damage to the goods passes to you only when the goods are delivered to you or to a person authorized by you to receive them.
    (2) If you independently commission a carrier that is not offered by us for selection during checkout, the risk may pass to you when the goods are handed over to that carrier. Your statutory rights against that carrier remain unaffected.

  • Delivery, Acceptance, and Safe-Place Authorization
    (1) Please ensure your shipping address is complete and correct (full name, street, house number, apartment/staircase details where applicable, postal code, city, and country).
    (2) If you provide a safe-place authorization (permission to leave the parcel), delivery is made at your risk to the extent permitted by law.
    (3) If a shipment is returned to us due to an incorrect/incomplete address or because it was not collected, we may require you to cover the resulting costs for re-shipment before sending the order again.

  • Damaged, Missing, or Lost Shipments
    (1) Please inspect your parcel upon arrival, where possible, and check for visible external damage.
    (2) If you notice shipping damage, please document it (photos of the parcel, packaging, and product) and contact us without delay at julia@pastellslimez.com.
    (3) If a parcel is lost in transit, we will support you in clarifying the case with the carrier. A replacement shipment or refund will be provided in accordance with applicable law and after the carrier’s delivery/damage investigation has been completed.

  • Customs, Duties, and Import Fees (Non-EU Shipments, if available at checkout)
    (1) For shipments to destinations outside the European Union, customs duties, taxes, and/or import fees may apply.
    (2) These charges are not billed by Pastell Slimez and must be paid by the customer to the relevant authorities and/or the carrier.

  • Digital Products / Gift Cards
    (1) Digital products (including gift cards) are not shipped physically. They are delivered electronically (e.g., by email or via the customer account), depending on the shop system and the specific product.
    (2) Separate terms may apply to digital content if stated during checkout or on the relevant product page.

  • Withdrawal, Returns, and Statutory Warranty
    (1) This Shipping Policy covers shipping and delivery only.
    (2) Information about withdrawal rights, returns, and refunds is provided in our Refund/Returns Policy and/or Terms and Conditions.
    (3) Statutory warranty rights remain unaffected.

  • Changes to This Shipping Policy
    We may update this Shipping Policy from time to time (e.g., due to changes in shipping rates, delivery areas, carriers, or operational processes). The version published on our website at the time you place your order will apply.

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