Shipping policy
Shipping and delivery
We currently ship orders with DHL and DPD from Germany.
Unless a different delivery period is stated on the relevant product page, the estimated delivery times are:
- Germany: 1–2 working days
- Austria: 1–3 working days
- Belgium, Czech Republic, Denmark, France, Italy, Luxembourg, the Netherlands, Poland, Slovenia and Spain: 2–4 working days
- Other destinations within the European Union listed at checkout: 3–5 working days
- Switzerland and Liechtenstein: 4–6 working days
- Norway: 5–7 working days
- Iceland: 14–18 working days
- Singapore: 7–10 working days
- Hong Kong: 7–12 working days
- Australia: 10–17 working days
- New Zealand: 14–20 working days
Delivery times are estimates and begin after payment has been received or authorised and the order has been accepted. Sundays and public holidays at the place of dispatch are not working days. Customs clearance, local public holidays, remote destinations, severe weather, carrier disruption and unusually high order volumes may extend the delivery time.
We do not deliver to DHL Packstations or P.O. boxes.
Shipping charges
The following shipping charges and free-shipping thresholds currently apply:
- Germany and Austria: EUR 2.95; free shipping for orders of EUR 39 or more.
- Belgium, Czech Republic, Denmark, France, Italy, Luxembourg, the Netherlands, Poland, Slovenia and Spain: EUR 4.95; free shipping for orders of EUR 39 or more.
- Bulgaria, Croatia, Cyprus, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Monaco, Portugal, Romania, Slovakia and Sweden: EUR 9.95; free shipping for orders of EUR 69 or more.
- Switzerland and Liechtenstein: EUR 14.95; free shipping for orders of EUR 99 or more.
- Iceland and Norway: EUR 15.95; free shipping for orders of EUR 99 or more.
- Singapore: EUR 28.95; free shipping for orders of EUR 159 or more.
- Hong Kong: EUR 29.95; free shipping for orders of EUR 159 or more.
- Australia and New Zealand: EUR 34.95; free shipping for orders of EUR 189 or more.
Where Shopify displays prices in another currency, the shipping charge and threshold shown at checkout may be converted into that currency using the exchange rate and rounding rules applicable at that time. The amount and currency displayed in the final checkout before the order is submitted are binding.
Certain remote areas, islands, overseas territories and special administrative areas may be excluded even if the associated country is generally listed. Availability is determined by the delivery address entered at checkout.
Deliveries outside the European Union: DAP and import charges
Unless expressly stated otherwise at checkout, deliveries outside the European Union are made on a DAP basis. This means that we arrange and pay for transportation to the delivery destination, but the recipient is responsible for import clearance and for paying any import VAT, customs duty, carrier presentation fee, customs-clearance fee or other destination charge.
These destination charges are not included in the product price or shipping charge paid to us and are not collected by us at checkout. The amount is determined by the authorities and service providers in the destination country. The recipient may be contacted by the carrier and may need to provide information or make payment before delivery.
The customer is responsible for ensuring that the products may be imported into the destination and for providing accurate recipient, address and contact information. This allocation of customs obligations does not exclude any mandatory consumer rights or alter any mandatory rules concerning transport risk.
Refusing delivery, failing to collect a shipment or failing to pay import charges does not by itself constitute a valid exercise of a statutory right of withdrawal. If a shipment is returned for a reason attributable to the customer, we may claim or deduct the necessary costs actually incurred, including return transportation and customs-handling charges, to the extent permitted by applicable law. The customer remains entitled to prove that no loss, or a substantially lower loss, was incurred.
Returns and refunds
We do not offer a general voluntary change-of-mind return right. Returns and refunds are accepted only:
- where required by applicable mandatory law;
- under our separate 100-Day XTRA Satisfaction Promise, if all guarantee conditions are met; or
- where we expressly agree otherwise in writing.
Consumers who have a statutory right of withdrawal may exercise it in accordance with our Refund Policy. Where permitted by law and properly disclosed, the customer bears the direct cost of returning goods following a statutory withdrawal.
Sealed goods that are not suitable for return for reasons of health protection or hygiene may be excluded from a statutory right of withdrawal once their protective seal has been removed, where the applicable legal requirements for that exclusion are met.
Products returned as a bundle or multipack must be returned complete. Missing, consumed, damaged or unnecessarily handled components may result in an appropriate reduction of the refund where permitted by law. Opening one component does not automatically remove statutory rights relating to every other component.
Please contact info(@)xtrafuel(.)de before returning goods so that we can provide the correct return address and customs instructions. Contacting us in advance is not a condition for the valid exercise of a statutory right where applicable, but it helps avoid delays and additional costs.
The direct return costs under the voluntary 100-day guarantee are borne by the customer. If goods are defective, damaged in transit or incorrectly supplied, mandatory statutory remedies and the applicable allocation of return costs remain unaffected.