Shipping Policy
1. Order processing
Orders are processed on business days, Monday through Saturday. Orders placed before 5:00 PM (CET/CEST) that have been successfully paid for are, in principle, processed the same day, unless exceptions apply such as stock verification, additional verification, or logistical circumstances.
Orders placed after 5:00 PM or on Sundays are processed on the next business day. Stated processing times are indicative and do not constitute a strict deadline.
2. Shipping confirmation and tracking
After shipment, the customer receives a shipping confirmation by email containing tracking information, where made available by the carrier. It may take 24–72 hours before tracking information becomes active in the carrier's system.
If no tracking information has been received within 48 hours of order processing, you may contact us at support@fashionistaheaven.com.
3. Delivery terms (DAP)
Deliveries are made under the Delivered At Place (DAP) delivery term in accordance with Incoterms® 2020, unless expressly agreed otherwise. This means that:
- Fashionista Heaven is responsible for arranging transport to the specified delivery address;
- import formalities in the country of destination are not part of Fashionista Heaven's obligations;
- import duties, import VAT, customs charges, and clearance costs are borne by the customer.
The risk of loss or damage passes to the customer at the moment of actual delivery at the agreed address.
4. Shipping costs
Shipping costs are clearly displayed at checkout. If free shipping applies, this is automatically processed at checkout. Shipping costs cover only the transport costs to the delivery address and do not include any import charges or local taxes.
5. Incorrect or incomplete address
The customer is responsible for providing a correct and complete delivery address. If an incorrect or incomplete address is provided, Fashionista Heaven cannot be held liable for delay, failed delivery, or additional costs arising from this.
If a shipment is returned due to an incorrect address, additional shipping and administrative costs may be charged or offset against the refund.
6. Delays
Delivery times are indicative and depend on external factors such as:
- carriers
- customs procedures
- international logistical circumstances
- force majeure situations
Fashionista Heaven is not liable for delays beyond its reasonable control.
7. Lost or damaged shipments
If a shipment appears to be lost in transit or arrives damaged, the customer must report this as soon as possible at support@fashionistaheaven.com. We will, where applicable, initiate an investigation with the carrier.
Liability for loss or damage is limited to the moment of delivery as determined under the DAP delivery term.
8. International import duties and taxes
For international shipments, import duties, taxes, or other charges may be imposed by local authorities upon arrival in the country of destination. These costs:
- are not included in the product price;
- are not included in the shipping costs;
- are entirely borne by the customer.
Fashionista Heaven has no influence over the amount or determination of such charges. If import charges are not paid and delivery therefore cannot take place, any resulting costs may be borne by the customer.
9. Contact
For questions about shipping or delivery, you can contact us at support@fashionistaheaven.com. We aim to respond within a reasonable time.