Shipping policy
Last updated: 25 September 2026
1. Production and processing
Our personalized products are made individually for the customer after the order has been completed. Unless stated otherwise, the delivery estimate shown in the product offer or checkout at the time of ordering generally includes production and shipping.
Production generally begins once the order has been accepted, payment has been confirmed and the selected portrait version has been submitted in full.
2. Delivery areas
We deliver to the destinations available for selection in the shop or checkout. If an address cannot be selected or confirmed during checkout, we do not currently offer delivery to that address.
3. Shipping costs
Any applicable shipping costs are shown in the shop or, at the latest, during checkout before the customer places the order. The costs displayed at the time of ordering apply.
4. Delivery time
The estimated delivery time is shown in the product offer or checkout. It may vary depending on the product, selected options, delivery address, production capacity and shipping method.
For personalized products, the delivery period assumes that all information and content required for production have been provided. If a question must be clarified or information corrected, the delivery time may be extended accordingly.
If we become aware of a material delay, we will notify the customer using the email address provided with the order. Statutory rights in the event of delayed delivery remain unaffected.
5. Dispatch confirmation and tracking
Once the order has been dispatched, the customer receives a dispatch confirmation where this is available for the selected shipping method. Tracking is provided if supported by the carrier.
Delivery dates and tracking statuses supplied by the carrier are generally non-binding estimates unless a binding delivery date has expressly been agreed.
6. Delivery address
The customer is responsible for providing a complete and correct delivery address before completing the order and should check it immediately after receiving the order confirmation.
If the order has not yet entered production or been handed over for shipment, we will try to accommodate address corrections communicated in good time. There is no entitlement to a subsequent change.
If a shipment cannot be delivered because the customer culpably supplied an incorrect or incomplete address, the documented cost of reshipping may be charged where permitted by law.
7. Handover and shipping risk
For consumers, the risk of accidental loss or deterioration passes only when the goods are handed over to the customer or to a third party designated by the customer and authorized to receive them.
This does not apply where the customer independently commissions a carrier that we did not previously name.
8. Damaged, missing or incorrect deliveries
The customer should inspect the shipment upon receipt and report visible damage, incorrect delivery or missing components as soon as possible to mteipel@outlook.com.
To help us resolve the matter quickly, please include:
- the order number;
- a brief description of the issue; and
- for damaged deliveries, clear photos of the product, inner packaging and outer packaging.
This request does not constitute an exclusion period and does not restrict statutory warranty rights.
If tracking shows a shipment as delivered but it cannot be found, the customer should first check the designated safe place, household members and, where appropriate, neighbors, and then contact us. We will investigate the matter with the carrier.
9. Undeliverable or uncollected shipments
If a correctly addressed shipment is returned because it was refused or not collected in time, we will contact the customer. The documented cost of reshipping may be charged where the customer is responsible for the failed delivery and this is permitted by law.
The customer’s statutory rights remain unaffected.
10. Contact
For questions about shipping or delivery:
Marc Teipel – Vincent van Dog
Germanenstr. 19C
13156 Berlin
Germany
Email: mteipel@outlook.com