Delivery Information

Delivery Costs: Here we have to write all costs for all deliveries

  • The price of postage includes VAT.

  • Each price is final, no matter the payment method used, and includes packing and shipping.

  • Shipping costs are NOT dependent on overall size and weight of the order.

  • Shipments will only be dispatched once payment has been completed.


Shipment after payment

The Collection.house will only ship parcels after payment has been received. Please be advised that in case you choose to pay by wire transfer, shipment may occur later. If you would like to minimise any potential delay, you may send us a payment confirmation issued by your bank. Payment is taken at the time of order, not at the time of dispatch. Payment for out-of-stock items must be taken immediately to confirm your reservation of these items.


Delivery times and info

  • If your order was placed before noon, it will be shipped on the day you placed it. 

  • If your order was placed after 12 o’clock, it will be shipped on the following business day. 

  • You will receive a track and trace number/link allowing you to follow the shipment online.

  • Orders are not dispatched on weekends.

  • Estimated delivery times apply from the moment a parcel is shipped and not from the moment an order is made. 



Tracking your parcel

Because The Collection.house processes a large number of orders every day, the customer is responsible for tracking his own shipment. You will receive a track and trace number allowing you to follow the shipment online. In case you do not receive this code in the e-mail confirming shipment, you must contact our customer service department. They will provide you with a tracking code upon request.


Problems with Delivery

Delivery companies requires a signature upon delivery. Please ensure someone will be present at your delivery address during business hours Monday - Friday. Deliveries are not made on weekends.

We are not responsible for any delay in delivery caused by our logistical partners or situations beyond our control such as weather, holidays, etc. Please bear in mind we are providing an estimated delivery date suggested by our delivery partners. In rare situations, some parcels can arrive outside of the suggested timeframe. To ensure the smoothest possible delivery, please provide your complete address information (street name, house number, postal code and city) and a telephone number so our logistics partners can reach you, if necessary. Once your order has been shipped, you will receive a track and trace number where you can follow your shipment online. Do not hesitate to contact us if you notice any problems in the track and trace. Our customer service representatives will handle your questions promptly and efficiently.

If a parcel cannot be delivered for any reason, it may be held in a local post office or logistics centre for redelivery or collection. If unclaimed, the parcel may be returned to us or destroyed. Therefore, it is the buyer's responsibility to ensure the parcel will be received at the given address and to communicate with the delivery company directly with any inquiries once the parcel is in transit or stored. Destroyed parcels will not be replaced or refunded.


Claim protocol

Should a parcel be determined to be lost, missing, or delivered incorrectly, we will initiate a claim with our delivery partner(s) on your behalf. In order to initiate the claim, two confirmations are necessary: 1.) a signed affidavit from the customer stating that the parcel was not received; 2.) verification from the delivery company that the parcel has been mishandled.

Once the claim is in progress, we will quickly issue you a refund or send a new order, as you prefer. We will not process refunds or send new parcels while a current parcel is in transit and until it is officially declared lost by the courier. However, if you have purchased our parcel insurance, we will be able to immediately dispatch a new parcel and you will not have to wait until your claim has been processed. 


Damaged packaging

If the box is damaged upon delivery, DO NOT ACCEPT the package from the courier, and specify the reason in the delivery protocol, such as „substantial damage to the box,“ etc. Please contact us immediately so we can quickly respond to the problem and provide you with a new delivery.