FAQ

We ship worldwide from our warehouse in Germany. The shipping charge depends on your delivery country and your purchase amount and will be shown on checkout.

If your items are in stock your order is normally shipped from our warehouse within 4-5 business days from receiving your order. If on-demand production, it will be delivered within 4-6 weeks.

PLEASE NOTE THAT LOCAL CUSTOMS AND VAT MIGHT BE CHARGED WHEN SHIPPING OUTSIDE THE EU.

If your delivery country charges customs or import duties - these will be charged once the package reaches the destination country. You will have to pay these charges on top. This also applies to the purchase of gifts or other purchases made on behalf of another recipient.

Unfortunately, we have no control over customs and import charges and we cannot inform you how much they will be before you order. Customs policies vary widely from country to country. Please contact your local customs office for further information.

We minimise the packaging material as far as it is possible to secure that the products you have ordered come to you in good shape. To reduce our impact on the environment and to lower the use of CO2 we make use of recycled paper and cardboards. Printed packaging is printed with water-based colours. For shipping packaging, we primarily use recycled cardboard as packaging material. In case of our lamps we will in some cases make use of paper as fill material which is recycled.

Since our suppliers are our partners, they meet the high standards we as a company represent. We visit the factories and workshops we collaborate with to ensure all production is carried out with quality in mind. 

We also make sure that our producers and craftsmen make our products in a healthy working environment and that they are taken care of with social responsibility and can perform their skills in an environmentally friendly production.

Whenever possible we produce in Europe, because we believe it is important to keep production knowledge and tradition alive even if it has an effect on our earnings and in the end on the price to be paid for our products. 

We know, when realising and producing our designs, we have an environmental impact and we see it as our responsibility to minimize any negative impact this might have.

We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us here.

Please include as many details as possible including your order number.

If your claim is valid, we will of course cover your shipping expenses for returning the item to us. Please provide us with documentation for your expenses.

The items are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent (any further) damage to the products or boxes. And please keep receipts and tracking codes as a proof of sending the items back.

Made-to-order products

Made-to-order products like for example our lamps cannot be cancelled or returned. Once payment has been made for made-to-order products, the order and payment are legally binding, and the order cannot be cancelled for a refund. The made-to-order products are specially made according to your specifications and will be produced on demand. 

When ordering made-to-order products, you accept that the payment for the order will be withdrawn directly after your order is received. This is done so the production of the product can be started immediately.

Stock Products

If you order from an EU member state or Switzerland, you may change your mind within 14 days of receiving your non-consumable stock items. You have to notify us before the 14 days if you want to return your order. Please contact us via the contact form, if you want to return a product.

If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost. The refund will be paid back to the credit card (or method of payment) used to pay for the order within 21 days of receiving the notification of your wish to return the order. However, the refund will not be paid before we have received the items at our warehouse. 

Consumables

Candles which have been lightened or Mikado scent sticks opened, cannot be returned.  

Return Procedure

All return products will need to go to the following address:

Streiff & Helmold GmbH
Logistik & Versand / Retouren
Lager Carl Henkel
Carl-Giesecke-Straße  2
38112 Braunschweig
Germany

Please also note the following points:

• The merchandise should not be returned without postage
• A copy of the invoice with a note stating the reason for which you are returning which item
• Make sure that the goods are returned unused and, if possible, in their original, undamaged packaging