Shipping policy

This Shipping Policy explains how and when we process, ship, and deliver orders placed on whoiscoen.com.

1. Processing Times

  • Orders are typically processed within 5-10 business days after payment confirmation.
  • Orders placed on weekends or holidays will be processed on the next business day.
  • During high-demand periods (e.g., product drops, holiday seasons), processing times may be slightly longer.

2. Domestic Shipping (Germany)

  • Standard delivery within Germany usually takes 2–4 business days.
  • We ship with DHL or equivalent carriers including a tracking link.
  • Shipping costs are displayed at checkout before you confirm your order.

3. EU Shipping

  • Delivery within the EU typically takes 3–7 business days.
  • Shipments include a tracking number once dispatched.
  • Customers are responsible for entering accurate delivery addresses. We are not liable for delays caused by incorrect address information.

4. International Shipping (Non-EU)

  • International delivery times vary by region, usually 7–14 business days.
  • Tracking is included for most countries.
  • Duties, taxes, and import fees are not included in our prices and are the responsibility of the customer. Please check with your local customs office for details.

5. Shipping Confirmation & Tracking

  • You will receive a confirmation email with a tracking link once your order has been shipped.
  • Tracking updates may take up to 24 hours to appear after shipment.

6. Pre-Orders & Limited Releases

  • Pre-order items will be shipped as soon as they are available.
  • Estimated shipping windows for pre-orders are shown on the product page and may change due to production or logistics delays.

7. Delivery Issues

  • If a package is returned to us due to an incorrect address or failure to collect, reshipping costs are the responsibility of the customer.
  • We are not responsible for delays caused by customs, weather, or carrier issues.

8. Lost or Damaged Packages

  • All shipments include standard liability as provided by the carrier.
  • If your package is lost or arrives damaged, please contact us within 7 days of delivery at info@whoiscoen.com with your order number and photos (if applicable). We will assist you in filing a claim with the carrier.

9. Changes & Cancellations

  • Once an order has been shipped, we cannot make changes or cancel it.
  • If you need to update your shipping address, please contact us as quickly as possible after placing your order.

10. Questions

For shipping-related questions, please contact us:

Email: info@whoiscoen.com
Address: Hauptstraße 30 c/o maVISION, 10827 Berlin, Germany

 

Last Updated: August 2025