Company Information
Brand: terranestpot
Company Name: Berghausener Blumentopf GmbH & Co. KG
HRB: Amtsgericht Düsseldorf HRA 22811
Registered Address: An der Landstr. 12 -14, 40764, Langenfeld
Customer Support Email: flowerpot@terranestpot.com
Customer Support Telephone: +49 217375555
1. Ordering and Payments
Which payment methods are accepted?
We accept transactions via Visa, Mastercard, American Express, and Apple Pay. All transactions are processed using established, industry-standard encryption protocols to protect your payment details during checkout.
When is my payment processed?
Payment is taken at the point of order confirmation. You will receive an automated email receipt summarising your purchase and payment details once the transaction is complete.
2. Shipping and Delivery
Where are your items dispatched from and how long does processing take?
We fulfil orders for our European and United States customer base directly from our warehouse facility in Germany. Following order confirmation, processing and dispatch require 1 to 2 calendar days.
Which delivery services are utilised, and what are the expected transit times?
We utilise established services via DHL, FedEx, and UPS Priority. Standard transit times are 4 to 10 calendar days from the date of dispatch.
How do I track my order?
Automated tracking updates are sent to the email address provided at checkout. These updates correspond to key logistical milestones: initial dispatch from our warehouse, arrival at regional sorting facilities, and the local out-for-delivery status.
What occurs if my delivery is delayed?
Should an order exceed the standard 4 to 10 calendar day transit period, we ask that you contact our support team. We will initiate a formal inquiry with the relevant carrier. Depending upon the outcome of this investigation regarding the parcel’s status, we will provide a resolution by either issuing a full refund or dispatching a replacement order.
3. Returns and Refunds
What is your return policy?
In strict accordance with consumer protection regulations across Europe and the United States, consumers hold a 14-day Right of Withdrawal. You may initiate a return for any reason within 14 days of receiving your parcel. To exercise this right, please contact our support team via email to receive the appropriate return instructions and facility address.
How do I handle an item that arrives damaged or defective?
If you receive an item that is defective or has sustained damage during transit, please contact us immediately at flowerpot@terranestpot.com. You must provide clear photographic evidence of the damage or defect in your email.
Upon review of the provided photographs, we will process a full refund or issue a replacement item. Under these specific circumstances, there is no requirement to return the physical damaged item to our facilities; the photographic documentation is sufficient to resolve the matter.
When will I receive my refund?
Approved refunds are routed back to the exact Visa, Mastercard, American Express, or Apple Pay account used for the original purchase. Processing times depend entirely on your card issuer’s internal procedures, typically reflecting on your statement within a few business days.