Shipping policy

Shipping & Delivery

At KEMBERLY®, we place the highest value on ensuring that your order is shipped safely, quickly, and discreetly.

Every order is carefully inspected and professionally packaged to protect the quality of our products throughout transit.

All shipments are dispatched exclusively through certified shipping providers and include full shipment tracking.

For selected shipments, delivery is made with personal handover and identity verification (ID Check) to ensure that your order is received securely.

Once your order has been shipped, you will automatically receive a tracking number, allowing you to monitor the status of your delivery at any time.

1. Shipping Carriers

We ship our products using the following carriers:

  • DHL Parcel
  • DHL Express
  • FedEx

All shipments include tracking.

For deliveries requiring age verification or identity verification (ID Check), the parcel will only be handed over personally to the recipient. Delivery to neighbors or designated safe places is not possible in these cases.

Customers cannot choose the shipping carrier.

2. Shipping Destinations

We currently deliver to:

  • Germany
  • Member States of the European Union (EU)
  • Norway and Switzerland
  • International destinations, including:
    • GCC countries (e.g. United Arab Emirates, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman)
    • United Kingdom
    • Canada
    • Australia
    • Israel

3. Shipping Costs & Delivery Times

Germany

  • Shipping: €4.99 for orders up to €104.99
  • Free shipping on orders of €105.00 or more
  • Estimated delivery: 1–3 business days

European Union

  • Shipping: €11.99 for orders up to €149.99
  • Free shipping on orders of €150.00 or more
  • Estimated delivery: 2–6 business days

Norway & SwitzerlandShipping:

  • €19.99 for orders up to €199.99
  • Free shipping on orders of €200.00 or more
  • Estimated delivery: 4–8 business days

International Shipping

(including GCC countries, Canada, Australia, the United Kingdom, and Israel)

  • Shipping: €49.99 for orders up to €299.99
  • Free shipping on orders of €300.00 or more
  • Estimated delivery: 5–15 business days

4. Order Processing & Dispatch

Our business hours are:

Monday – Friday: 9:00 AM – 6:00 PM
Saturday: 9:00 AM – 2:00 PM

Orders placed Monday through Friday before 2:00 PM are generally dispatched on the same business day.

Orders received after 2:00 PM will usually be processed and shipped on the following business day.

Orders placed on weekends or public holidays will be processed on the next business day.

5. Delivery

Orders are delivered to the shipping address provided by the customer.

Customers are responsible for providing a complete and accurate delivery address and ensuring successful delivery.

This includes, in particular:

  • Correct recipient name
  • Recipient's name clearly displayed on the mailbox or doorbell

If the recipient's name is not visible on the mailbox or doorbell, delivery may fail. Any resulting costs shall be borne by the customer.

Delivery to DHL Packstations within Germany is available.

6. Failed Deliveries

If delivery cannot be completed due to any of the following reasons:

  • Incorrect or incomplete address
  • Missing recipient name on the mailbox or doorbell
  • Refusal to accept the shipment
  • Repeated absence of the recipient

the customer shall bear any resulting costs.

These may include:

  • Return shipping charges
  • Additional shipping costs for a new delivery attempt

If delivery remains unsuccessful after three delivery attempts, we reserve the right to withdraw from the purchase contract.

Any payments already made will be refunded after deduction of any shipping and return shipping costs incurred.

7. Customs Duties & Import Taxes (Deliveries Outside the EU)

Orders shipped outside the European Union may be subject to additional charges, including but not limited to:

  • Import duties
  • Import VAT
  • Carrier handling or customs clearance fees
  • Other governmental charges

These costs are the sole responsibility of the customer and are not covered by KEMBERLY®.

Orders refused due to unpaid customs duties or import taxes are not eligible for return or refund.

8. Refusal of Delivery

If a customer refuses to accept a shipment without having exercised their statutory right of withdrawal beforehand, we reserve the right to deduct any shipping and return shipping costs incurred from the refund amount.

9. Delivery Delays

Delivery times may be extended due to circumstances beyond our control, including:

  • Force majeure
  • Customs clearance procedures
  • Delays caused by shipping carriers

KEMBERLY® has no influence over such delays and cannot be held responsible for them.