SHIPPING & RETURNS

SHIPMENT & COSTS

We deliver from our central warehouse in Germany to all countries of this world except North Korea and Cuba.

For delivery to Germany the delivery costs are 5 €, to Austria 7.50€ and to all other countries of the European Union and Switzerland 15 €.

For orders outside the European Union and Switzerland the shipping costs are 30 €.

From an order value of 150 €, delivery is free in all Germany and Austria.

From an order value of 250 €, delivery is free in all countries of the European Union.

From an order value of 500 €, delivery is free in all countries.

Processing fee for oversized image formats:

An additional processing fee is charged for the delivery of wall images in larger formats. Here you can find more information.

In the case of large-format wall images, a processing fee per ordered image will be charged in addition to the usual shipping costs charged per order. If your order sum is more than 150 €, the shipping costs will be omitted and you only have to pay the processing fee. This will be shown to you before the payment in the shopping cart.

Note: If your order amount is under 150 €, shipping charges will be added to these charges.

Please also note, that the processing fee can not be refunded in the event of a return.

 

DELIVERY SERVICE

Please note: Delivery is by DHL

SHIPPING TIME

The shipping time of your order depends on the production process of the items you ordered. In most cases we work with the "on demand" system. This means that your order will be produced individually for you; therefore the delivery takes somewhat longer than stock ready for dispatch. It can take up to 15 working days (depending on the article category) until everything is ready for dispatch.

 

After receipt of payment, your order will go into production immediately.

As soon as your order is on the way to you, you will receive a shipping confirmation with a tracking number, which allows you to track your package easily at DHL.

If your order has not arrived yet one week after receipt of the shipping notification, please contact our customer service at info@fountain-projects.com or call +49 (0) 30 56838111.

As a registered customer, you can at any time view the status of your order under the menu item "My orders" in your customer account.

You got a package that does not contain all the items? Do not worry! Sometimes we send parcels separately, so you do not have to wait too long for everything to arrive due to different production schedules. The rest of your order should arrive soon. If you have further questions, please feel free to contact our customer service at info@fountain-projects.com

 

PACKAGING & PARTIAL SHIPMENTS

Your order will be packed with the utmost care so that it can arrive safely to you. If you still find any damage to your item, please contact our customer service. For packages with multiple items from different product categories, the packaging may vary for the love of the environment, if it can be packaged in fewer individual packages.

 

PACKSTATIONS | POST OFFICES

Shipping to a Packstation within Germany is possible. Please make sure that you enter your postal code in the "Address / Company" field. Please enter the term "Packstation" and the number of your Packstation in the field "Street and House number". Shipments with a minimum size of 15 x 11 x 1 cm and a maximum size of 60 x 35 x 35 cm are suitable for receipt via PACKSTATION.

 

If the DHL deliverer does not meet you at the delivery address and cannot deliver your package to a recipient of your choice, you will receive a notification card. With this card, you can then pick up your parcel at the indicated store and present your identity card within 7 working days. If you do not pick up the package within the storage period or DHL does not meet you during a repeated delivery attempt, the package will be returned as undeliverable to our warehouse.

SHIPPING

A return to FOUNTAIN PROJECTS may have several reasons, such as an incomplete or unknown address, several unsuccessful delivery attempts, refusal to accept or not received within the indicated deadline at the post office. But do not worry, just let us know at info@fountain-projects.com or call +49 (0) 30 56838111 if you want to receive your items again and if you want to choose an alternative address. We take care of it immediately.

 

The shipping time of your order depends on the production process of the items you ordered. In most cases we work with the "on demand" system. This means that your order will be produced and signed individually for you; therefore the delivery takes somewhat longer than stock ready for dispatch systems. Therefore it can take up to 15 working days (depending on the article category) until everything is ready for dispatch.

As soon as the item is on the way, we automatically send a shipping confirmation with a tracking number. If you have not received this email, please check:

Did our emails get lost in your spam folder?

What email address did you specify when ordering (when registering via Facebook, we send your updates to the address you are logged into Facebook)?

If you cannot find a message in the last corner of your mailbox, please contact info@fountain-projects.com or call +49 (0) 30 56838111 to our customer service. They will take care of you.

 

TRACKING DOES NOT WORK

Do not worry! For newly sent packages, it may take up to 24 hours for recently uploaded tracking numbers to be activated.

Such an error message is usually given in the form "The shipment 123456789 is not known to us at the moment" or "At the moment we do not have any information about the shipment number 123456789", but do not panic, your jewels will arrive.

If you still have problems after 24 hours, please contact our customer service at info@fountain-projects.com or call +49 (0) 30 56838111 and they will take care of you.

You have received a shipment tracking number but the package hangs in the same place for a few days and does not find the way to you? Our customer fairies will be happy to help - just let us know. We contact DHL for you and keep you up to date on every step.

 

Lost package

Your package did not find the way to you? You did not receive a delivery notification one week after your shipping confirmation?

Do not worry, our customer service will immediately deal with the problem and find out for you exactly where your package is located and how it is coming to you. Just let us know at info@fountain-projects.com or call +49 (0) 30 56838111.

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