Shipping policy

Shipping Policy

Last updated: August, 2026

WillaHaus currently ships to selected European countries. We aim to provide clear delivery estimates, reliable tracking, and responsive support throughout the shipping process.

Unless otherwise stated, “business days” means Monday through Friday, excluding public holidays observed at the relevant processing or delivery location.

1. Order Processing Time

Most orders are processed within 1–7 business days after payment confirmation.

Processing time covers order verification, inspection, preparation, and packing before the order is handed to the carrier. It does not include transit time.

Some furniture items may require additional preparation, inspection, or production time before shipment. Where a longer preparation period applies, we will state it on the relevant product page or notify you by email as soon as reasonably possible.

2. Estimated Delivery Time

For selected European countries, most orders are delivered within 25–45 business days after shipment.

For delivery-timing purposes, “shipment” occurs when the carrier first physically accepts the parcel or freight, as shown by an acceptance scan or other carrier confirmation. Creating a shipping label alone does not constitute shipment.

For most standard orders, the estimated total time from payment confirmation to delivery is therefore 26–52 business days, consisting of 1–7 business days of processing and 25–45 business days of transit after shipment.

These timeframes are estimates, not guaranteed delivery dates. Oversized furniture, made-to-order items, remote delivery areas, customs inspection, port congestion, weather conditions, carrier disruption, or other circumstances outside our reasonable control may extend the delivery timeline. If a delay occurs, we will assist with tracking and available logistics updates.

3. Shipping Fees

Shipping fees, if applicable, will be displayed at checkout before payment.

Some oversized or special-handling furniture items may require special freight arrangements. Any additional shipping requirement known to us will be clearly communicated before shipment whenever applicable.

4. Tracking Information

Once your order has shipped, we will send tracking information to the email address provided with the order.

Tracking updates may take several business days to appear, especially for international freight or oversized furniture shipments. Temporary gaps can occur during carrier handoff, customs processing, port transfer, or movement between logistics partners.

If an order is sent in more than one package, the packages may have different tracking numbers and may arrive at different times.

5. Customs, Duties, VAT, and Import Fees

Depending on the destination country, customs duties, VAT, import taxes, brokerage fees, or carrier-related charges may apply.

Unless clearly stated otherwise on the product page or during checkout, these charges are not included in the product price and are the responsibility of the customer.

If import charges are included for a specific shipping method or destination, this will be stated clearly before shipment whenever applicable.

6. Address Accuracy

Please make sure your shipping address, phone number, and email address are complete and accurate before placing your order.

Once an order has entered shipping preparation or transit, we may be unable to change the delivery address.

If a package is returned, delayed, lost, or made undeliverable because the customer or recipient supplied incorrect or incomplete information, requested an unsupported address change, or did not provide information reasonably required for delivery, reasonable additional return, storage, redelivery, or related costs may apply where permitted by law.

7. Oversized Furniture and Split Shipments

Some furniture items are large, heavy, fragile, or require special handling. These items may be shipped through freight or multi-stage logistics.

Delivery may require coordination with the local carrier. Customers are responsible for providing reasonable access and being available to receive the delivery when an appointment or delivery window has been agreed.

Where an order is divided into separate packages or shipments, each package may move on a different schedule. Delivery status and the protection described in Section 8 are assessed separately for each affected package.

8. 75-Business-Day Non-Delivery Protection

8.1 When the protection is reviewed

You may contact us at any time if an order appears delayed; you do not need to wait 75 business days to ask for assistance. If an item or package has not been delivered within 75 business days after the carrier’s first physical acceptance, please contact us with your order number so that we can open or complete a delivery review. For this 75-business-day threshold, business days are counted Monday through Friday, excluding public holidays observed at the delivery destination.

The 75-business-day period is counted separately for each package in a split shipment. A shipping-label creation date does not start this period. If no physical carrier acceptance can be shown, we will review the matter as an order that may not have been handed to the carrier rather than treating the label date as proof of shipment.

After we receive the order number and any information reasonably needed for the review, we normally aim to complete it within 10 business days. If a complex carrier investigation, customs inquiry, suspected fraudulent or duplicate claim, or event described in Section 8.6 requires more time, we will explain the reason and provide a reasonable progress update.

8.2 Covered non-delivery

Where the carrier investigation or other reasonably reliable evidence shows that the affected item or package was lost, misdelivered, made undeliverable, or otherwise not delivered because of an error or circumstance attributable to WillaHaus or the carrier, we will provide the remedy described below.

If 75 business days have elapsed, the customer has provided the reasonably requested information and cooperated with the review, and neither WillaHaus nor the carrier can provide reliable proof of delivery, we will also handle the affected item or package under Section 8.3. This does not apply where reliable evidence shows a circumstance described in Section 8.4, a duplicate recovery, or a materially false or fraudulent claim. A carrier’s failure to issue a final investigation report will not, by itself, prevent an otherwise eligible remedy.

8.3 Available remedy and limit of the protection

The remedy applies only to the item or package that was not delivered. We will offer either:

• a replacement, subject to reasonable availability and delivery feasibility, without an additional standard outbound shipping charge; or
• a refund of the full price paid for the affected item, together with any standard outbound shipping charge reasonably allocated to that item or package.

Unaffected items or packages in the same order are not automatically refunded. Expedited shipping, special freight upgrades, customs duties, VAT, import taxes, brokerage fees, storage fees, and other amounts paid directly to third parties are not included in this protection unless reimbursement is required by applicable law.

8.4 Circumstances caused by the customer or recipient

This protection does not automatically apply where non-delivery, return, or destruction of a package results from circumstances attributable to the customer or recipient, including:

• an incorrect or incomplete delivery address or contact details;
• refusal of delivery without a legally valid reason;
• a missed agreed delivery appointment, failure to collect a package, or failure to respond to reasonable carrier contact attempts;
• failure to provide documents or information reasonably required for customs clearance or delivery;
• failure to pay duties, taxes, or other lawful destination charges for which the customer is responsible; or
• a delivery diversion, hold, or address change requested by the customer or recipient after shipment.

We will still provide reasonable assistance in these situations. Actual and reasonable return, storage, redelivery, or other unrecoverable logistics costs may be charged or deducted from any discretionary refund only where permitted by applicable law.

8.5 “Delivered” scans and possible misdelivery

If carrier tracking shows “delivered,” the order is not automatically treated as lost. Please promptly check the delivery location, household members, building management, safe places, and any carrier notice, and cooperate with a carrier investigation. If the available evidence confirms or reasonably establishes that the package was misdelivered for reasons not caused by the customer or recipient, the protection in Section 8.3 applies.

8.6 Events outside reasonable control

If delivery or investigation is prevented or materially delayed by an extraordinary event outside the reasonable control of WillaHaus and the carrier, such as war, embargo, government restriction, natural disaster, widespread transport closure, or similar force majeure event, we may require additional reasonable time to verify the shipment and determine the available remedy. If additional time is needed, we will explain the reason and provide reasonable progress updates. We are not responsible for indirect or consequential losses caused by such an event to the extent permitted by law. We will continue to provide reasonable assistance, and this paragraph does not permit us to withhold a cancellation, refund, or other remedy indefinitely where applicable law requires it.

8.7 One remedy per loss and later delivery

Only one recovery is available for the same affected item or package. Any amount already recovered for the same loss through a chargeback, payment provider, carrier, insurer, or other compensation channel may be taken into account to prevent duplicate reimbursement.

If the original package is delivered after a refund or replacement has been arranged, please notify us promptly. We may cancel an undelivered replacement or arrange and pay for the reasonable return of the original or replacement item. We may ask the customer to cooperate with that return, but the customer will not be required to pay the return shipping cost in a covered non-delivery case.

8.8 Mandatory consumer rights and earlier remedies

The 75-business-day threshold is an additional non-delivery protection and is not a new delivery estimate, a guaranteed delivery date, or a mandatory waiting period. It does not extend the estimated 25–45-business-day transit time, prevent you from contacting us earlier, or postpone any cancellation, refund, replacement, or other remedy available earlier under mandatory consumer-protection law or because an agreed delivery deadline has been missed. Where applicable law provides greater rights or requires a different remedy, timing, amount, or choice of remedy, that law applies.

9. Contact

For shipping questions or a delivery review, please contact us at:

Email: support@willahaus.com

We aim to respond within 1–2 business days.