Shipping policy
This English translation is provided for your convenience. Only the German version is legally binding.
We make every keepsake individually for you and want your order to reach you safely and reliably. Here you'll find all the important information on production and shipping.
Delivery area
We currently deliver within Germany only. Shipping across Europe and internationally is planned for the future but not yet available.
Production and delivery time
As we make all products individually and check them carefully, production takes up to 7 working days.
Once finished, we hand your order over to our shipping provider. Shipping within Germany usually takes 1–3 working days.
When order volumes are particularly high, production may exceptionally take up to 3 additional working days. We always do our very best to complete your keepsake as quickly as possible.
For us, working days are Monday to Saturday, excluding public holidays.
Shipping costs and tracking
Shipping within Germany is free for you.
We mainly ship with DHL. Depending on the order and workload, DPD or Hermes may also be used.
As soon as your parcel has been sent, you'll receive a shipping confirmation with tracking, so you can see where your order is at any time.
Damaged or missing parcels
If your parcel arrives damaged, please contact us within 14 days if possible. Ideally, send us a few photos of the packaging and the damaged product along with a short description. This helps us check your concern quickly and find a suitable solution.
If your parcel is shown as delivered in the tracking but hasn't reached you, please first check the specified drop-off location and ask your neighbours. If the parcel still can't be found, please get in touch as soon as possible. We'll work with the shipping provider to resolve it.
You can reach Robin at robin@moventerra.com and Marek at marek@moventerra.com.
Incorrect or incomplete delivery address
Please check your delivery address carefully before completing your order. For extra security, we use automatic address validation at checkout.
If you notice a mistake after ordering, please contact us as quickly as possible. As long as the parcel hasn't been sent, we'll try to correct the address in time.
If a parcel can't be delivered because of an incorrect or incomplete address provided by you, we may charge you the costs actually incurred for the return and reshipment. Of course, we'll let you know before we send the parcel again.
If you have any questions about your order or shipping, you can contact us personally at any time.
Marek & Robin
