Shipping & Returns
Shipping
When you place an order, we will estimate shipping and delivery dates based on the availability of your items and the shipping option you select at checkout. Shipping estimates may also appear on the shipping quote or checkout page, depending on the provider used.
Estimated Delivery Times are based on the availability of the item and the chosen shipping provider. These estimates may be subject to change due to carrier delays or customs processing.
Free Shipping is available for orders over $100. In certain cases where the parcel exceeds standard weight or size limits, we may contact you to arrange alternative shipping and payment for additional costs.
Weight-Based Rates: Shipping charges are determined based on item weight and destination. Product weights are displayed on each product page and are rounded up to the nearest full pound in line with carrier practices.
Restricted Items: Some items, such as butane, may be restricted for international delivery. Butane lighters, for example, are shipped empty to comply with safety regulations.
Packaging Disclaimer: Our products are handcrafted and carefully packaged. However, gift boxes, ribbons, and presentation packaging may be damaged in transit and are not guaranteed. These are considered complimentary and non-refundable. Should you wish to receive a new gift box, we can offer a replacement upon request. Shipping costs for packaging replacements are the responsibility of the buyer. For USA customers, DHL Express replacement shipping is currently €24.
Returns and Refund Policy
Vienna Meerschaum complies with the Consumer Rights Act 2015 (Ireland), the EU Consumer Rights Directive, and the Consumer Contracts Regulations 2013.
Eligibility for Returns:
We accept returns for most new, unused, and unopened items within 14 days of delivery, provided the item is returned in its original condition and packaging. If the return is due to a mistake on our part (e.g., incorrect or defective item), we will reimburse the return shipping costs.
However, we strongly discourage general returns due to the unique nature of our products and the international logistics involved. We kindly ask customers to carefully review product descriptions, dimensions, and images before ordering.
❌ Non-Refundable & Non-Returnable Items:
Under Section 43(2) of the Consumer Contracts Regulations 2013, we cannot accept returns or offer refunds for the following categories:
- Made-to-order items: Pipes that are hand-carved upon request.
- Personalized products: Items with engravings, special modifications, or custom features.
- Used items: Any pipe or product that shows signs of use or has been altered post-delivery.
- Packaging components: Gift boxes, ribbons, and presentation elements are excluded from returns and refunds.
These items are exempt from the right of withdrawal under EU and Irish law and are considered final sale.
Refund Process:
If your return meets our eligibility criteria:
- Refunds will be issued to your original payment method.
- Refunds are processed within 3–5 business days upon receipt of the return.
- Return transit time is generally 5–10 business days.
- Bank processing times may add an additional 5–10 business days.
Return Procedure:
To initiate a return, please contact our customer support at info@viennameerschaum.com within 14 days of receiving your order. Include the following:
- Your full name and order number
- Reason for the return
- Photographs if the item is damaged
We will provide instructions and, where applicable, return labels or shipping information.
Additional Notes:
In the case of lost shipments or failed deliveries, we will coordinate with the shipping carrier to initiate an investigation. Replacement eligibility will be reviewed case by case.
We reserve the right to refuse any return that does not comply with our policy or legal obligations.
All products are carefully inspected before dispatch. If your item arrives damaged, please contact us within 48 hours of delivery with photographic evidence.