Frequently Asked Questions

.

No, there is no minimum order value. However, free shipping is available for orders of €25 or more. For orders below this amount, a moderate fee of €2.90* for postage and packaging applies (*within Germany).

You can choose from the following payment methods: PayPal Checkout (including PayPal, credit card, "Pay Later", direct debit, and Google Pay) or Bank Transfer (Prepayment).

Yes, once you have placed your order, you will receive an automatic email confirmation. If you do not see it in your inbox, please check your spam folder. If it’s not there either, please contact me via email or use the contact form so I can check your order and resend the confirmation if necessary.

If your order and payment are received on a business day (Mon to Fri) by 11:00 AM, I usually process and ship "ready-to-ship" items on the same day.

Orders placed on weekends or public holidays will be processed on the next business day, provided payment has been received. The specific processing time is always stated on the product page.

Please note: If a gift option (personalized greeting card and/or gift wrapping) is added, please allow for one additional business day for processing.

If you would like to add something to your order after it has been placed, please contact me as soon as possible. If your order hasn’t been finalized yet, I’ll be happy to help.

However, if your order is already packed and ready for shipment, I can no longer add items. In this case, please place a second order.

If you encounter any technical difficulties during the ordering or payment process, please contact me immediately so I can assist you. You can reach me Monday to Friday via email or can use the contact form on my website.

 Don’t worry, it happens! Just send me a quick email at contact@lillianraphela.de and I will correct it for you.

If a delivered item turns out differently than you expected from the photos and descriptions, I will be happy to look into it and offer a suitable solution. Please send an email describing the specific issue (including a photo if helpful) to contact@lillianraphaela.de.

For non-personalized items, the statutory 14-day right of withdrawal applies. Please note that personalized gifts are excluded from exchange and cancellation. For further details on our terms and conditions, please refer to our Cancellation Policy and Terms of Service (T&Cs).

.

Delivery time consists of processing time plus shipping transit time. Within Germany, ready-to-ship items usually arrive within 2-3 business days. For international orders, delivery typically takes 5 to 10 business days.* 

* This applies to finished items ordered without gift services. For personalized or custom-made items, the delivery time is calculated based on the processing time stated on the product page plus 2-3 business days for shipping (within Germany).

Currently, I ship within Germany, to several European countries, and to the USA. Due to legal requirements and restrictions related to national and international packaging ordinances, I am unfortunately unable to ship to all countries. If you have any questions regarding this, please feel free to send me an email. More information on shipping countries.

Within Germany, I ship climate-neutrally with Deutsche Post and DHL. Depending on the size and weight of your order, it will be sent as a registered letter, merchandise shipment (Warensendung), or parcel. 

International shipping is handled via Transglobal Express and is delivered locally by various logistics companies – usually the national postal service of the respective country.

For orders of €25 or more, shipping within Germany is free of charge. For orders below this amount, a flat fee of €2.90 for postage and packaging applies. International shipping costs can be found in this table: International Shipping Costs.

Yes. As soon as your order is on its way, you will receive a shipping notification including a tracking number. Depending on the country and shipping method, you can track your delivery either fully (parcel, registered mail) or at least partially (merchandise mail).

Please note that it can take some time for logistics companies to update the tracking link; this does not mean your order isn't moving. Unfortunately, especially with registered mail and merchandise post, Deutsche Post sometimes stops updating the tracking at a certain point. In these cases, I can only obtain the missing information upon individual inquiry as the sender.

If the tracking within Germany is still not working 24 hours after receipt, or if delivery has not taken place after more than 3 business days, please contact me immediately so I can investigate with the carrier.

If you receive a notification or see in the tracking that your order could not be delivered and was returned to me, please get in touch immediately. This is often due to outdated or incomplete addresses, or a PayPal address that differs from your current one. Please always ensure that the shipping address displayed during checkout is correct. Should something go wrong regardless, we will find a solution together to get your order back on its way to you promptly.

I am very sorry that your order was damaged during transit despite all precautions. Please excuse any inconvenience caused. Please contact me as soon as possible with all necessary details – ideally via email with one or more photos of the damage and, if applicable, the packaging. This helps me understand what happened and allows me to offer you a suitable solution.