Shipping & Returns

Shipping

Everything in the shop is already made — one of one, sitting here waiting — so orders are packed and sent within 1–3 business days. Custom pieces are made especially for you and take longer; you'll always get a timeline with your proposal before anything is agreed.

We send from Vienna with Austrian Post (Österreichische Post) and currently deliver to Austria and the 26 other countries of the European Union. Because everything stays inside the EU, there are no customs charges, import duties or handling fees to pay on arrival.

What shipping costs

Shipping is worked out automatically at checkout from the weight of your order and where it's going. One bag weighs about 0.6 kg, so a single-bag order always falls in the first band.

Austria

Up to 1 kg — €4.90
1 kg to 2 kg — €7.90
2 kg to 30 kg — €8.90

Rest of the European Union

Up to 1 kg — €9.90
1 kg to 2 kg — €12.90
2 kg to 30 kg — €15.90

How long it takes

Austria — 2 to 5 business days after dispatch
Elsewhere in the EU — 3 to 10 business days after dispatch

Once your parcel is handed over, delivery is in the hands of Austrian Post and the postal service in your country — how quickly it arrives depends on them, and it's the one part of the journey we can't control. Most parcels turn up well before the times above; busy periods like Christmas can be slower. You'll get an email the moment your parcel leaves us, including a tracking link where the service used offers tracking.

Please double-check your address at checkout. If a parcel comes back to us because the address was incomplete or nobody collected it from the pick-up point, we'll happily send it again once the new postage is covered.

Returns and your right to change your mind

The simplest way: let's just agree it together

Before anything formal — please write to us at shop.nanicreations@gmail.com. We're a small shop, we read every message ourselves, and almost everything is easiest to sort out with a short conversation: a return, an exchange for a different piece, or a repair if something has gone wrong. Tell us your order number and what's not right, and we'll agree the best way forward together.

This is only an offer to make things easy. It is not a condition — your legal rights below apply whether or not you talk to us first, and you never lose them by not asking.

Your legal right of withdrawal (14 days)

If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days without giving any reason. This right comes from the EU Consumer Rights Directive 2011/83/EU, applied in Austria through the Fern- und Auswärtsgeschäfte-Gesetz (FAGG).

The 14 days start on the day after you (or someone you name, other than the courier) physically receive the goods. If your order arrives in several parcels, the period starts the day after the last one arrives.

How to tell us

Just make a clear statement that you're withdrawing — an email to shop.nanicreations@gmail.com is perfectly enough. A phone call or letter works too. You can use the form below, but you don't have to. To keep within the deadline it's enough that you send your message before the 14 days run out.

Model withdrawal form — copy, fill in and send if you'd like to use it:

To: Ksenja Harpprecht, Hockegasse 55-57/1 top 8, 1180 Vienna, Austria — shop.nanicreations@gmail.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.

Sending the piece back

Please send it back to us within 14 days of telling us you're withdrawing. You cover the cost of return postage. As a rough guide that's around €4–€8 from within Austria and roughly €10–€18 from elsewhere in the EU, depending on the service you choose — we recommend a tracked option, because the parcel is your responsibility until it reaches us.

You're very welcome to look at and try your piece the way you would in a shop. If it's been used beyond that and has lost value as a result, we may deduct that reduction in value from your refund.

Getting your money back

We'll refund you within 14 days of receiving your withdrawal notice, using the same payment method you used to pay. There's never a fee for this.

If you return a whole order, we also refund the standard outbound shipping you paid. If you chose a faster or more expensive delivery option than our standard one, we refund the standard amount. We may hold the refund until your piece is back with us, or until you show us proof you've sent it — whichever comes first.

What can't be returned

Custom-made and personalised pieces. When you commission something designed to your own specification, the law's 14-day withdrawal right doesn't apply (Article 16(c) of Directive 2011/83/EU, FAGG § 18). It's made only for you and can't simply go back on the shelf, so please be sure before we begin — we'll confirm every detail with you in writing first.

This exception applies only to custom commissions. Every piece bought from the shop can be returned, one-of-a-kind or not.

If something arrives damaged or faulty

That's a completely separate right, and a stronger one. Under Austrian and EU law you have a two-year statutory warranty (Gewährleistung) on everything we sell — including custom pieces. If something is faulty, damaged in transit, or not as described, tell us and we'll repair it, replace it where we can, or refund you. We pay the return postage in these cases, never you.

These are your rights by law and nothing on this page limits them.

If we can't agree

We'd always rather fix a problem directly — please give us the chance first. If we can't find a solution together, Austrian consumers can turn to the Internet Ombudsstelle (ombudsstelle.at), an officially recognised dispute resolution body for online purchases. Consumers elsewhere in the EU can contact their national European Consumer Centre via the ECC-Net.

Please note that the European Commission's Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 and is no longer available.