Payment and delivery

Shipping

Delivery Conditions

We offer free shipping.

We only deliver via shipping methods. Self-pickup of goods is also possible.
Delivery is only available within Germany.

We do not deliver to Packstations.

General Shipping Information

Packages are shipped via DHL. No telephone arrangements for specific delivery dates are made.

Pallet deliveries are handled by the freight company Cargoboard or the Hermes Einrichtungsservice for products requiring two-person handling. The freight company will contact you by phone before delivery to arrange a delivery appointment. Please provide a daytime phone number when placing your order to facilitate this. Delivery is made to the curbside, meaning the freight company will deliver to the outside of your building but not transport the items into your home.

Once your order has left our warehouse, you will receive a shipping confirmation via email. This confirmation will include all the important details regarding your order.

Payment Methods

The prices listed in our online shop include VAT and all other price components. The following payment methods are available in our shop:

Bank Transfer (Prepayment)

Pay for your order via bank transfer. After placing your order, you will receive our bank details and all the necessary information to complete the transfer. Please note that the goods will only be shipped once payment has been received.

PayPal, Credit Card, SEPA Direct Debit

Pay quickly and securely with PayPal. You can initiate the payment conveniently from home or on the go. Upon successful payment, we will automatically receive a payment confirmation.
To pay via PayPal, you must have a PayPal account, log in with your credentials, and confirm the payment. The transaction is processed immediately after placing the order.
For credit card, SEPA direct debit, or invoice payments via PayPal, a PayPal account is not required.

Klarna

Pay directly using your bank account. This works like online banking, where you log in to your account and complete the payment immediately. This service is provided by Klarna, but no Klarna account is needed—only a bank account enabled for Sofortüberweisung.

Right of Withdrawal

Consumers have a 14-day right of withdrawal.

Withdrawal Policy

You can return your order within 14 days of receiving the goods.
The withdrawal period is fourteen days from the day you or a third party named by you, who is not the carrier, took possession of the last item.

To initiate a return, please follow these steps:

Step 1: Contact us
Send an email to: contact@neandertaler-feuer.de
Please include the following information:
– Order number
– Item description
– Reason for return

Step 2: Receive confirmation and return address
Within 1–2 business days, we will contact you to confirm the return and provide the return address.

Step 3: Return the item by post
Pack the goods carefully. Make sure the full scope of delivery is included.
Please enclose the following in the package:
– A copy of the invoice
Send the package to the address provided earlier.
We recommend keeping the shipping receipt and tracking number until the return is completed.

Step 4: Receipt and inspection of goods

Once we receive the return, we will inspect the goods within 3 business days.

Step 5: Refund
The refund will be issued via the same payment method used for the purchase – within 5–7 business days after the return has been inspected.

We strive to make the return process as simple and transparent as possible. Your comfort is our priority. If you have any questions or issues, please don’t hesitate to contact us – we’re here to assist you every step of the way.