We will review the available order and tracking information and, where appropriate, initiate an enquiry with the relevant carrier.
The outcome of the carrier enquiry and the circumstances of the individual order will be considered when determining the appropriate resolution.
Depending on the circumstances, we may arrange:
A replacement shipment; or
A full refund of the relevant order.
Any mandatory rights and remedies available to consumers under applicable law remain unaffected.
7. Lost Shipments
If tracking information indicates that an order has not been delivered or the shipment cannot be located, customers should contact us at boutique@hatorganica.com.
We will review the available tracking information and, where appropriate, request an investigation from the relevant carrier.
Where the investigation confirms that an order has not been delivered, the matter will be handled in accordance with the applicable circumstances and statutory requirements. This may include arranging a replacement or refund.
For consumer purchases, the risk of accidental loss or damage remains with the seller until the goods are delivered to the consumer or to a person designated by the consumer, except where a different allocation is expressly permitted by mandatory applicable law.
8. Delivery Address
Customers are responsible for providing a complete and accurate delivery address at checkout.
Where an address is incomplete or incorrect, delivery may be delayed or the carrier may be unable to complete delivery.
If you notice an error in your delivery information after placing an order, please contact us promptly at:
We will review whether the requested amendment can be made according to the status of the shipment.
9. Delivery Attempts
The carrier may make delivery attempts or provide instructions concerning collection or further delivery arrangements where delivery cannot be completed at the stated address.
Customers should follow the relevant carrier’s delivery instructions where applicable.
If an order is returned to us because the delivery information supplied by the customer was incomplete or incorrect, we will contact the customer regarding the available options.
Any handling of the returned shipment will remain subject to applicable statutory requirements and the circumstances of the individual order.
10. Delivery Confirmation
Delivery may be recorded by the relevant carrier through its tracking system.
A tracking record showing delivery may be used when reviewing delivery enquiries. Where the customer states that an order marked as delivered was not received, we will review the available shipment information and, where appropriate, raise the matter with the carrier.
11. Business Days
For the purposes of this Shipping Policy, business days refer to Monday through Friday, excluding applicable public holidays.
The stated delivery period is calculated from the date of dispatch rather than from the date on which the order is submitted.
12. Changes to Delivery Information
Where an order has not yet been dispatched, customers may contact us to request a change to the delivery information.
A requested change is subject to the status of the order and whether the change can reasonably be processed before dispatch.
Once an order has entered the carrier’s delivery network, changes to the delivery address may be subject to the carrier’s applicable procedures.
13. Delivery and Statutory Rights
This Shipping Policy does not exclude or restrict any mandatory rights available to consumers under applicable German or European law.
In particular, statutory provisions concerning delivery, delayed delivery, non-delivery, accidental loss and accidental damage remain applicable where relevant.
Where mandatory statutory provisions provide a specific remedy or delivery period, those provisions take precedence over any conflicting provision of this Shipping Policy.
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