Shipping policy

SHIPPING POLICY

Last updated: 22 July 2026

This Shipping Policy explains how TweenLeaf orders are produced, shipped and delivered.

1. MADE-TO-ORDER PRODUCTION

Most TweenLeaf products are produced specifically after an order is placed.

Production and shipping are separate stages. Most orders are produced within approximately 2–7 business days after being submitted for production.

Production may occasionally take longer because of:

  • Product or size availability
  • Order quantity
  • Seasonal demand
  • Public holidays
  • Quality-control checks
  • A required reprint
  • Circumstances outside our reasonable control

Production and delivery estimates are not guaranteed delivery dates.

2. ORDER PROCESSING

After you place an order, you should receive an order-confirmation email.

Please check the order details and delivery address immediately. Contact support@tweenleaf.com as soon as possible if anything is incorrect.

Orders may enter production shortly after being submitted. We cannot guarantee that changes or cancellations will be possible after production has started.

3. SHIPPING DESTINATIONS

We ship to many countries through a network of fulfilment and shipping providers.

Product availability, shipping methods, delivery times and shipping charges may differ according to:

  • The product ordered
  • The fulfilment provider
  • The delivery destination
  • The selected shipping method
  • Local carrier availability

If we cannot fulfil or deliver an order to the supplied destination, we will contact you and provide an appropriate solution, which may include cancellation and a refund.

4. ESTIMATED DELIVERY TIMES

The estimated delivery time consists of:

  1. Production time; and
  2. Carrier shipping time.

Standard carrier delivery may generally take:

  • Domestic or regional deliveries: approximately 2–8 business days after production
  • International deliveries: approximately 10–30 business days after production

These are general estimates only. The estimate displayed during checkout, in your order confirmation or through your tracking information may be more specific to your order.

Weekends, public holidays, customs procedures and carrier delays may extend delivery times.

5. SHIPPING COSTS

Available shipping methods and charges are displayed at checkout before payment, where supported.

Shipping costs depend on the product, quantity, destination, fulfilment provider and selected shipping method.

Where multiple products are fulfilled separately, shipping charges may be calculated separately or combined according to the applicable checkout settings.

6. TRACKING

Tracking information will be sent by email when available after an order has shipped.

Tracking information may require up to 48 hours to begin showing updates after the shipping label is created.

Some economy, local or international services may provide limited tracking information.

If tracking shows no meaningful update for an unusually long period, contact support@tweenleaf.com with your order number.

7. SEPARATE PACKAGES

Products in the same order may be produced by different fulfilment providers or at different facilities.

As a result:

  • Products may arrive in separate packages
  • Packages may have different tracking numbers
  • Packages may arrive on different dates

Receiving only part of an order does not necessarily mean that the remaining items are missing.

8. DELIVERY ADDRESSES

Customers are responsible for providing a complete and accurate delivery address.

Before completing an order, please confirm:

  • Recipient’s full name
  • Street and house number
  • Apartment or unit number, where applicable
  • Postal code
  • City
  • Country
  • Any information required by the local carrier

Contact us immediately if you notice an error. We will try to help, but an address may not be changeable after production or shipping has started.

If an order cannot be delivered because the address supplied was incorrect or incomplete, additional production or shipping charges may apply before a replacement can be sent.

This does not affect your rights where an address or delivery error was caused by TweenLeaf, the fulfilment provider or the carrier.

9. DELIVERY ATTEMPTS AND COLLECTION POINTS

Depending on the carrier and destination, an order may be:

  • Delivered to the supplied address
  • Left in an authorized safe location
  • Delivered to a neighbour
  • Taken to a local post office, parcel shop or collection locker

Customers are responsible for following carrier notices and collecting packages within the carrier’s collection period.

10. CUSTOMS, IMPORT VAT AND DUTIES

International orders may be shipped across national borders.

Depending on the destination, order value, production location and applicable law, a shipment may be subject to:

  • Import VAT
  • Customs duties
  • Tariffs
  • Handling or clearance fees

Where these amounts are not collected at checkout or prepaid as part of the shipping service, the recipient may be required to pay them before delivery.

TweenLeaf cannot control customs decisions or processing times. Customers should check the import rules applicable in their destination country before ordering.

We will not charge a customer twice for a tax or duty already clearly collected by us for the same purpose.

11. DELIVERY DELAYS

Delivery estimates are not guarantees. Delays may occur because of:

  • Carrier disruption
  • Customs processing
  • Severe weather
  • Public holidays
  • Strikes
  • High seasonal demand
  • Incorrect address information
  • Product shortages
  • Events outside our reasonable control

We will provide reasonable assistance when an order is delayed.

Where applicable law provides the customer with rights because goods were not delivered within an agreed or legally reasonable period, those rights remain unaffected.

12. LOST PACKAGES

If an order has not arrived within its estimated delivery period:

  1. Check the tracking information.
  2. Check with household members, neighbours and authorized safe locations.
  3. Contact the local carrier or post office.
  4. Contact support@tweenleaf.com with your order number.

For fulfilment claims, packages may generally be investigated as potentially lost after:

  • 30 calendar days for domestic United States or regional European deliveries; or
  • 45 calendar days for international deliveries.

Contact us promptly after the relevant period so that we can investigate with the fulfilment provider.

If the package is confirmed lost and the loss was not caused by an incorrect address or another action attributable to the customer, we will provide an appropriate remedy in accordance with applicable law.

Risk of accidental loss remains with TweenLeaf until the goods are physically received by the customer or a person designated by the customer, except where applicable law provides otherwise.

13. PACKAGES MARKED AS DELIVERED

If tracking shows “delivered” but you cannot locate the package:

  1. Check around the delivery location.
  2. Ask household members and neighbours.
  3. Check with reception, building management or a designated collection point.
  4. Contact the carrier.
  5. Contact support@tweenleaf.com.

We will help investigate, but a carrier investigation may be required before a replacement or refund decision can be made.

14. DAMAGED PACKAGES OR INCORRECT PRODUCTS

If a product arrives damaged, defective, misprinted or different from what you ordered, contact support@tweenleaf.com as soon as possible.

Please include:

  • Your order number
  • A description of the problem
  • Clear photographs of the product
  • Photographs of the packaging
  • A photograph of the product or size label, where relevant

Eligible fulfilment claims should preferably be reported within 30 days after delivery.

Do not return the product unless we provide specific return instructions. Your statutory rights remain unaffected.

15. UNCLAIMED OR RETURNED-TO-SENDER PACKAGES

A package may be returned to the fulfilment provider when:

  • The address is incorrect or incomplete
  • Delivery is refused
  • The recipient does not collect the package
  • The carrier cannot complete delivery

Contact us if tracking shows that a package is being returned to sender.

Depending on the circumstances, a replacement may require additional production or shipping charges. Where the failed delivery was not caused by the customer, we will provide an appropriate remedy under applicable law.

16. CONTACT INFORMATION

For questions concerning production, shipping, tracking or delivery, contact:

TweenLeaf
Inhaber: Alo Oluwarotimi Joseph
Eltener Straße 48
46446 Emmerich am Rhein
Germany

Email: support@tweenleaf.com
Contact form: https://shop.tweenleaf.com/pages/contact

The business address above is provided for legal contact purposes. Do not send product returns to this address unless we specifically instruct you to do so.