Shipping policy

This policy is effective as of 28 November 2025

Last updated: 28 May 2026

 

1. Country Shipping List

We currently ship to the following countries*:

 Country

Courier

🇩🇪 Germany

DHL Parcel

🇮🇪 Ireland

UPS Standard

🇳🇱 Netherlands

UPS Standard

*the rest of the EU coming soon. Contact us and let us know which EU country we should add next.

 

2. Shipping Cost

Shipping cost is determined by all of, or a selection of, the following:

  • the weight of your order
  • the number of items in your order
  • the delivery address
  • the delivery country
  • available courier(s) for the delivery country
  • loyalty program status
  • customer account attributes (e.g. VIP)

The shipping cost and any other available shipping options (including free shipping and/or courier options) will be displayed automatically on the checkout page.

 

3. Order Processing

Most orders are processed and get shipped within 1–2 business days from our warehouse in Germany. Orders placed on weekends will begin processing on the following Monday.

Refer to the Holiday Operating Dates section below for any exceptions.

 

4. Shipping & Order Detail Changes

4.1. Change of Shipping Address

Should you need to change the shipping address of an order please let us know immediately so that we can make the change as soon as possible. Changes to the shipping address can only be made while the order is still being processed before being shipped, meaning before the shipping label is created and/or before the order has been handed over the courier.

Changes to the address line (street name & number, apartment/building name & number), country/province, city, postal code and phone number will be accepted. The country selected during checkout cannot be changed.

Address change requests received after an order has been shipped will not be accepted.

If you still need to change the delivery address after the order has been shipped, please reach out to the courier directly by visiting the couriers website and then finding their 'Contact Us', 'Support', or 'Help' page.

4.2. Ordered Item Changes

Once an order is placed, adding/removing or changing the quantity of an item will not be possible.

If there are items not added to your order that you would like to purchase please place another order which includes the additional items. Alternatively, you can cancel your order by contacting us immediately, then place a new order with all the items you wish to purchase. Refer to the Order Cancellation section below. 

If there are items in the order that you do not wish to receive or the item quantities are incorrect, contact us immediately to cancel your order, then place a new order with the desired items. Refer to the Order Cancellation section below. 

4.3. Order Cancellation

Orders can only be cancelled while the order is still being processed before being shipped, meaning before the shipping label is created and/or before the order has been handed over the courier. If the order is cancelled before the order is shipped, the original payment method will be refunded with the order amount. If you wish to cancel your order, contact us immediately.

Cancellation requests received after an order has been shipped will not be accepted.

 

5. Order Tracking

We offer reliable, trackable shipping on all orders. Once your order is handed over to the courier you will receive an email with the order tracking number (linked to the couriers tracking page). The tracking number (linked to the couriers tracking page) can also be found on the order details page in your account once it has been added to your order.

You can also track your order by using the order tracking number on our order tracking page, or by using the 'Track order' button within your account on the order and order details pages. 

 

6. Delivery Times

Delivery times may vary depending on the delivery address and country, when the order was placed, the time of year, and the courier (including the service type, e.g. saver, standard, express) used to ship your order, and therefore, an exact delivery date cannot be guaranteed.

On average, most orders should arrive between 3-5 business days after an order is placed for Germany, and between 4-8 business days after an order is placed for the rest of the EU.

If available, the estimated delivery date will be displayed on the couriers order tracking page, and on the order details page in your account. This estimated delivery date is generated by the courier, and is subject to change.

Please allow for additional time for your order to be delivered during busy holiday and/or seasonal shopping times during the year. 

 

7. Holiday Operating Dates

Dates for the 2026 season will be added in this section closer to the holiday season(s). Please check back again at a later date to see the most up to date information. We will also place a banner on the site once the dates have been confirmed.

Orders received outside of holiday operating days will be processed on the next available day according to our holiday operating dates. You can still place orders at any time.

 

8. Lost, Damaged, or Incorrect Orders

If there is an issue with your order please refer to our Return Policy, and contact us immediately so that we can evaluate the issue and make it right.

 

Need More Help?

Should you have any further questions, or need assistance, please reach out to us via email: hello@justmoss.eu