Frequently Asked Questions About Shipping and Collection
Here you will find helpful information about shipping costs, free delivery, delivery times, shipment tracking and collecting your order from our store in Luxembourg.
Shipping costs depend on the delivery country and, where applicable, on the quantity, weight and parcel size of the items ordered.
The shipping costs that apply to your order are displayed in the shopping cart and before you submit your order.
If an order has to be divided into several parcels due to larger quantities or bulky items, additional shipping costs may apply. We will inform you of any additional charges before dispatch.
We offer free shipping to Germany and Luxembourg for orders with a value of €49 or more.
For other delivery countries, the shipping costs displayed during the checkout process apply.
You can find a complete overview in our Shipping and Payment Terms .
After the parcel has been handed over to the shipping provider, orders within Germany and Luxembourg are usually delivered within approximately two working days.
This is a typical estimated delivery time and not a guaranteed delivery period. In individual cases, delivery may take longer due to high parcel volumes, public holidays, weather conditions or other delays affecting the shipping provider.
Deliveries to other countries may take longer. As delivery times vary depending on the destination country and shipping route, we cannot provide a general delivery estimate for international shipments.
Once your order has been fully assembled, checked and prepared for dispatch, and the requirements of the selected payment method have been met, we prepare it for collection by the shipping provider.
We normally take parcels that are ready for dispatch to the parcel locker every evening. In rare cases, they are handed in at a branch on the following morning instead.
Please note that an order placed in the evening cannot automatically be dispatched on the same day. The dispatch time depends on factors including the time of the order, product availability and the selected payment method.
Yes. As soon as your order is dispatched, you will receive a shipping confirmation by email.
Every shipping confirmation includes a tracking number or a link to track the parcel. Orders intended for collection from our store are excluded.
After the parcel has been handed in, it may take some time before the first information appears in the shipping provider’s tracking system.
Our tip: Please also check your spam folder if you cannot find the shipping confirmation in your inbox.
Large, heavy or differently packaged orders may be divided into several parcels for safety or shipping reasons.
The individual parcels may be delivered at different times, even if they were prepared together or dispatched on the same day.
If the order quantity, weight or parcel size results in additional shipping costs, we will inform you before dispatch.
Yes, you can collect your order from our store free of charge.
During checkout, select collection from our store, provided this option is available for your order.
Orders can be collected from:
Bastelkiste GmbH
17, rue du Fort Elisabeth
L-1463 Luxembourg
Please wait until we have confirmed that your order has been fully prepared and is ready for collection.
Please wait until you receive a message from us confirming that your order has been fully prepared and is ready for collection.
The automatic order confirmation initially confirms only that we have received your order. It does not necessarily mean that the items are already ready for collection.
When collecting your order, please bring your order number or collection confirmation whenever possible. This allows us to locate your order more quickly.
Depending on the option selected during checkout, you can either pay for your order in advance or pay when collecting it from our store.
The payment methods available for your order are displayed during the checkout process.
Please note that only the payment methods offered during checkout can be selected.
If possible, check the parcel for visible damage when it is delivered. If the outer packaging is severely damaged, ask the delivery driver to document the damage whenever possible.
Please take photographs of the damaged outer packaging, the shipping label, the packaging material used and the damaged items.
Contact us afterwards, provide your order number and send us the photographs. Please keep the packaging and filling material until the matter has been resolved.
Our tip: Open a visibly damaged parcel carefully and do not dispose of any part of the packaging before contacting us.
If a parcel cannot be delivered because, for example, the address is incomplete or incorrect, several delivery attempts have failed or the parcel was not collected in time, it may be returned to us.
Please contact us as soon as the tracking information shows that the parcel is being returned. We will then discuss the next steps with you.
Additional shipping costs may apply if the parcel has to be sent again, unless the return was caused by us or by the shipping provider.
Do you still have questions about shipping or collecting your order? We will be happy to help.
Contact us