Shipping policy
Last updated: August 2026
This Shipping Policy applies to all orders placed with LENZANO UG through our online store.
We ship orders from Germany to customers in Germany and internationally. The shipping methods available for your delivery address, together with the applicable shipping costs, are displayed at checkout before you complete your purchase.
1. Order Processing and Dispatch
We aim to process and dispatch orders as quickly as possible.
Orders are generally dispatched within one business day after the order has been successfully placed and payment has been received.
During periods of exceptionally high order volumes, product launches, restocks, promotional campaigns, public holidays or other exceptional circumstances, processing and dispatch may take longer.
Unless expressly stated otherwise, any delivery estimates provided in this Shipping Policy refer to the period after the order has been dispatched and handed over to the relevant shipping carrier.
Once your order has been dispatched, you will receive a shipping confirmation by email where applicable.
2. Available Shipping Methods
Germany
For deliveries within Germany, we offer:
DHL Express
Orders are shipped using DHL Express. Delivery generally takes approximately 1-2 business day(s) after dispatch.
Shipment tracking is included.
International Shipping
For deliveries outside Germany, the following shipping methods may be available depending on the destination:
DHL International
Our standard international shipping option.
This option is intended as our economical international delivery service. Full end-to-end tracking and additional shipment coverage may not be available with this shipping method.
DHL International + Tracking
Customers may select DHL International + Tracking for an additional charge.
This shipping option includes:
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shipment tracking; and
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shipping coverage in accordance with the applicable DHL terms and conditions.
Tracking availability and the amount of tracking information provided may vary depending on the postal infrastructure and delivery partner in the destination country.
The shipping methods available for your specific destination and the respective shipping charges will be shown during checkout.
3. Estimated Delivery Times
The following delivery times are estimates in business days from the date the shipment is handed over to DHL.
International estimates are based on DHL's published standard transit times for Warenpost International Premium.
These delivery times are provided for guidance only and do not constitute guaranteed delivery dates.
| Destination | Estimated Delivery Time |
|---|---|
| Germany – DHL Express | approx. 1 business day |
| Austria | 2–3 business days |
| Belgium | 2–4 business days |
| Bulgaria | 6–8 business days |
| Croatia | 4–6 business days |
| Cyprus | 6–8 business days |
| Czech Republic | 3–4 business days |
| Denmark | 3–5 business days |
| Estonia | 5–6 business days |
| Finland | 4–7 business days |
| France | 3–5 business days |
| Greece | 6–8 business days |
| Hungary | 3–5 business days |
| Ireland | 4–6 business days |
| Italy | 4–6 business days |
| Latvia | 5–6 business days |
| Lithuania | 4–5 business days |
| Luxembourg | 2–4 business days |
| Malta | 6–8 business days |
| Netherlands | 2–3 business days |
| Poland | 4–5 business days |
| Portugal | 4–6 business days |
| Romania | 7–9 business days |
| Slovakia | 3–5 business days |
| Slovenia | 4–6 business days |
| Spain | 4–6 business days |
| Sweden | 4–6 business days |
| Switzerland | 2–4 business days |
| United Kingdom | 3–5 business days |
| Norway | 5–7 business days |
| Iceland | 6–8 business days |
| Liechtenstein | 2–4 business days |
| Monaco | 3–4 business days |
| Turkey | 7–10 business days |
| United States | 6–10 business days |
| Canada | 6–9 business days |
| Australia | 12–15 business days |
| New Zealand | 8–14 business days |
| Japan | 6–8 business days |
| South Korea | 7–10 business days |
| Singapore | 6–10 business days |
| United Arab Emirates | 6–12 business days |
For countries not specifically listed above, delivery times depend on the destination and local delivery network.
Deliveries to islands, remote locations or rural areas may require additional transit time.
4. Delivery Delays
While we make every reasonable effort to ensure that orders are delivered within the estimated timeframes, delivery times cannot generally be guaranteed.
Delays may occur due to circumstances outside the reasonable control of LENZANO UG, including but not limited to:
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customs clearance procedures;
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inspections by customs authorities;
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unusually high shipping volumes;
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delays within local postal or carrier networks;
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public holidays;
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strikes;
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adverse weather conditions;
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transportation disruptions;
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incorrect or incomplete delivery information;
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security inspections; or
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other circumstances affecting international transportation.
Such circumstances may result in delivery taking longer than the estimates stated above.
5. Shipment Tracking
Tracking availability depends on the shipping method selected.
DHL Express
Tracking is included for shipments within Germany sent using DHL Express.
DHL International
Standard DHL International shipments may not include full end-to-end tracking.
Depending on the destination, limited shipment information may nevertheless be available.
DHL International + Tracking
If you select DHL International + Tracking, tracking is included.
After your order has been dispatched, tracking information will normally be provided by email.
Please note that tracking events are recorded by DHL and its international delivery partners. There may therefore occasionally be a delay between the physical movement of a shipment and the corresponding tracking update.
6. Taxes and Duties
Unless expressly stated otherwise during checkout, applicable taxes and duties are generally already included in the amount paid to LENZANO UG.
For deliveries within the European Union, customers will therefore normally not be required to pay additional import duties or import VAT upon delivery.
For deliveries to countries or territories outside the European Union, the shipment may nevertheless be subject to customs clearance in the destination country.
Customs and tax regulations differ between countries and may change from time to time.
Although we aim to account for applicable taxes and duties at the time of purchase wherever possible, a local customs authority, postal operator or shipping carrier may in individual cases request payment of import VAT or other charges before releasing the shipment.
7. Reimbursement of Import VAT
If you are required to pay import VAT despite the relevant taxes already having been included in the amount paid to LENZANO UG, you may contact us to request reimbursement of the verified import VAT amount.
To process such a reimbursement request, we require appropriate documentation.
You must provide:
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your LENZANO order number;
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an official customs assessment, customs invoice, carrier invoice or comparable official document showing the import VAT charged;
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proof that the stated amount was actually paid; and
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a signed statutory declaration / declaration in lieu of oath confirming that the information and documents submitted are complete and accurate, that the amount was actually paid by you and that you have not already received or claimed reimbursement of the same amount from another party.
LENZANO UG reserves the right to verify the submitted information and documents before issuing a reimbursement.
A reimbursement can only be processed once the required documentation has been provided and successfully verified.
This reimbursement policy applies to eligible import VAT that was charged despite the relevant tax having already been included in the purchase price.
It does not automatically cover other charges such as:
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storage fees;
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penalties;
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administrative penalties;
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charges resulting from incorrect delivery information;
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costs resulting from a customer's failure to cooperate with customs authorities or the carrier; or
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other charges that are unrelated to the import VAT itself.
If you receive an unexpected customs or import tax request, we recommend contacting us before making any additional payment whenever reasonably possible.
8. Customs Clearance
For international shipments, customs authorities in the destination country may require additional information from the recipient before the shipment can be released.
Customers are responsible for providing accurate and complete delivery information and, where reasonably required, cooperating with the carrier or the relevant customs authority.
Failure to provide requested information may result in delays, the shipment being held by customs or the shipment being returned to us.
Customs clearance procedures are carried out by the relevant authorities and are outside the direct control of LENZANO UG.
9. Incorrect or Incomplete Delivery Information
Customers are responsible for ensuring that all shipping information provided during checkout is complete and accurate.
This includes, in particular:
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the recipient's full name;
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street and house number;
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postal code;
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city;
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country; and
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any additional information required for successful delivery.
If an order cannot be delivered because the customer provided an incorrect or incomplete delivery address, additional shipping or return costs may apply where legally permissible.
Please contact us as soon as possible if you notice an error in your delivery information.
Once an order has been handed over to the carrier, we may no longer be able to change the delivery address.
10. Delivery Estimates
All delivery periods stated on our website, at checkout or in this Shipping Policy are estimates unless expressly identified as guaranteed.
The estimated delivery period consists of:
Order processing time + carrier transit time.
Orders are generally dispatched within one business day, but exceptional circumstances such as unusually high order volumes may extend the processing period.
The carrier transit time begins once the shipment has been handed over to DHL.
Nothing in this Shipping Policy limits any mandatory statutory rights available to consumers under applicable law.
11. Contact
If you have any questions regarding:
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your shipment;
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tracking;
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customs clearance;
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import VAT;
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unexpected import charges; or
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an import VAT reimbursement request,
please contact LENZANO UG Customer Service using the contact information provided on our website.
Please include your order number in all enquiries relating to an existing order.
LENZANO UG
Rotberger Str. 3b, 12529 Schönefeld
Germany