Shipping policy
Shipping Policy
Version: 10 June 2026
This shipping policy applies in addition to our General Terms and Conditions (GTC). In the event of discrepancies, the GTC and mandatory statutory consumer rights shall prevail.
1. Delivery Area
We deliver to all countries offered as a delivery country in the online shop or at checkout. We currently deliver to:
- Germany
- Austria
- Switzerland
We are continuously expanding our delivery area; the respective available delivery countries are shown to you at checkout. A claim to delivery to a particular country only exists if the delivery is offered at checkout and the order has been accepted.
Placeholder: Please keep the list of delivery countries up to date and aligned with the countries actually enabled at checkout. As long as only the DACH region (Germany, Austria, Switzerland) is served, advertising and the GTC should not promise "worldwide" delivery without restriction.
2. Shipping Costs
Within Germany, Austria and Switzerland, standard shipping is currently free of charge, unless stated otherwise in the online shop or at checkout.
For deliveries to other countries, shipping costs may apply. The shipping costs applicable to your order are displayed to you at checkout before you complete the order.
Additional costs for special delivery types (e.g. express, scheduled or floor delivery), for deliveries to hard-to-reach areas or for island surcharges are only charged if they are stated at checkout or separately agreed. Shipping costs concern the transport of the goods; customs duties, import charges and local taxes are to be considered separately (see Section 7).
3. Delivery Time
The delivery time for THE LOUNGE is currently 6 to 8 weeks, unless a different time is stated on the respective product page or at checkout.
Unless otherwise stated, the delivery time begins after conclusion of the contract and full receipt of payment or after successful payment authorisation. For products that are manufactured, pre-configured or transported internationally, delivery times may depend on production, customs, freight forwarding and logistics processes.
Stated delivery times are non-binding estimates and are only binding if they have been expressly confirmed as binding in text form. In the event of delays due to events beyond our reasonable control (force majeure), the delivery time is extended appropriately; we will inform you as soon as a relevant delay becomes foreseeable.
Partial deliveries are permissible insofar as they are reasonable for you; you will incur no additional shipping costs as a result, provided the partial delivery was initiated by us.
4. Scope of Delivery, Assembly and Delivery Date
For THE LOUNGE, assembly at the customer's premises is included. After your order is placed, we will contact you to arrange the delivery and assembly date with you. Where no assembly is offered for a product, standard delivery comprises shipment to the delivery address or to the first accessible handover point.
You are responsible for ensuring that the delivery address is stated correctly and completely and that access to the delivery or assembly location is possible. If special local circumstances exist – such as narrow stairwells, missing lifts, hard-to-reach rooms or other obstacles – please notify us in advance. For forwarding (freight) deliveries, telephone or electronic scheduling may be required; please provide a reachable telephone number and email address.
5. Passing of Risk
For consumers, the risk of accidental loss and accidental deterioration of the goods passes only upon handover of the goods to you or to a person authorised by you to receive them.
6. Failed Delivery and Default of Acceptance
If delivery fails for a reason for which you are responsible – for example, an incorrect or incomplete delivery address, unavailability, refused acceptance or non-compliance with an agreed delivery date – any additional costs incurred as a result (e.g. storage costs, further delivery attempts, return transport) may be charged, insofar as this is legally permissible. For consumers, this applies only insofar as it is compatible with mandatory consumer law. Your statutory rights remain unaffected.
7. International Deliveries, Customs and Import Charges
Switzerland: Deliveries to Switzerland are made on the DDP – Delivered Duty Paid basis. Poudreuce GmbH bears the regular customs clearance and the charges arising on import. With proper delivery, no additional import costs through customs or import charges arise for customers in Switzerland.
Other countries outside the EU: Unless it is expressly stated at checkout that customs duties, import charges and local taxes are included in the price or in the shipping costs, delivery is made on the DAP – Delivered At Place basis. In this case, you bear the import charges, import VAT, customs duties and official costs arising in the country of destination. Please inform yourself before ordering about the import regulations, licensing requirements and charges of your country of destination.
Any additional costs arising from incorrect or incomplete information, refused acceptance, subsequent address changes, lack of cooperation in customs clearance or special customer requirements may be charged to you, insofar as you are responsible for the cause and this is legally permissible.
8. Shipping Confirmation
As soon as your order is shipped or a delivery date is fixed, we will inform you by email. Where tracking is available, we will provide you with the relevant information.
9. Damaged, Defective or Incomplete Goods
If the goods arrive damaged, defective or incomplete, please contact us without delay at support@poudreuce.com. Where possible, send us photos or videos of the damage as well as your order number; this cooperation is not a precondition for your statutory rights.
Your statutory warranty rights remain fully unaffected. In the case of justified defects or transport damage, you do not bear the costs of any necessary return or collection. In such cases, we will offer an appropriate solution, in particular repair, supply of spare parts, replacement, collection or refund, as provided for by law.
10. Withdrawal, Returns and Refunds
The statutory right of withdrawal applies to consumers. Full information – in particular on deadlines, exercise, return costs and exceptions – can be found in our Withdrawal Instructions.
You may withdraw from your order within 14 days of receipt of the goods (or of the last partial shipment or the last piece) without giving reasons. Please send your withdrawal to support@poudreuce.com. Returns are to be sent to:
Poudreuce GmbH
Borsigstraße 7
30916 Isernhagen
Germany
You bear the direct costs of returning the goods. As THE LOUNGE is a large furniture item, the return is not made as an ordinary parcel but via a suitable forwarding agent or furniture transport. The costs of return are estimated at a maximum of approximately [ENTER AMOUNT] EUR.
After receipt of the withdrawal, we will reimburse the payments received, including the delivery costs (with the exception of additional costs of a delivery type chosen by you that is not the least expensive), within the statutory period using the same means of payment you used for the order, unless otherwise agreed. We may withhold reimbursement until we have received the goods back or you have provided evidence of return, whichever is the earlier.
You shall only be liable for any diminished value of the goods if it results from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In such a case, an appropriate compensation for loss of value may be deducted from the refund amount or asserted separately.
Placeholder: Please enter the estimated maximum amount of the return costs for forwarding (bulky) goods (identical to the figure in the Withdrawal Instructions).