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Shipping policy

Processing Times

Orders are usually dispatched within 3–5 business days.
During busy periods or product launches, please allow a little extra time — we promise it’s worth the wait.

Once your order has been shipped, you’ll receive an email confirmation with your tracking number.

UK shipping

We offer Royal Mail Tracked delivery across the UK.

  • Standard Delivery (2–4 business days): £3.99
  • Free delivery on orders over £50

EU shipping

We currently ship to most EU countries via Royal Mail International Tracked.

  • Zone 1: Ireland, France, Germany, Netherlands, Belgium, Luxembourg – £9.99
  • Zone 2: Italy, Spain, Austria, Denmark, Sweden, Finland – £12.99
  • Zone 3: Poland, Romania, Bulgaria, Greece, Portugal, Croatia – £14.99

Estimated delivery: 5–15 working days.
Please note that KUSCHEL ships from the United Kingdom.
Orders delivered to EU countries may be subject to import VAT or local customs fees, which are the customer’s responsibility.

We are working to introduce an EU-friendly delivery option (IOSS) soon to make this process smoother.

International shipping

KUSCHEL ships worldwide 🌍

  • North America: £19.99 (6–12 business days)
  • Australia & New Zealand: £22.99 (10–20 business days)
  • Asia & Middle East: £22.99 (10–20 business days)
  • Rest of World: £24.99 (up to 25 business days)

All orders are sent tracked via Royal Mail or DPD.
Import taxes or customs duties may apply depending on your country’s regulations — these charges are paid by the customer upon delivery.

Order tracking

Once your order has been shipped, you’ll receive an email with your tracking link so you can follow your parcel’s journey home to you.

Packaging

We take great care to package every order with our signature KUSCHEL details — from the soft ribbon to the cozy, minimalist design.
Where possible, we use eco-friendly materials to protect both your order and the planet.

Lost or Delayed Parcels

If your parcel hasn’t arrived within the estimated timeframe, please contact us so we can investigate with the courier.
Once confirmed as lost, we’ll send a replacement or issue a refund.

📧 Email: dessie.kuschel@gmail.com

FAQ

Where do you ship from?

All KUSCHEL orders are lovingly prepared and shipped from our small studio in London, UK.
Every parcel is carefully packaged by hand with attention to detail and a lot of love.

Do you ship internationally?

Yes! We currently ship to the UK, EU, and worldwide.
All parcels are sent tracked via Royal Mail or DPD.

You can view our full delivery rates and estimated times on our Shipping Policy above.

How long will my order take to arrive?

Processing time: 3–5 working days
Delivery time:

  • UK: 2–4 business days
  • EU: 5–15 business days
  • Worldwide: 6–25 business days

Please note that international orders may experience small customs delays depending on your country’s import procedures.

Will I have to pay customs fees?

For EU and international customers: your parcel ships from the United Kingdom, so local customs or import VAT may apply when your order arrives.
These charges are set by your local authorities and are the customer’s responsibility.

We’re working on an EU-friendly shipping option to make this smoother soon!

How can I track my order?

Once your parcel is shipped, you’ll receive an email with a tracking link so you can follow it all the way to your door.
If you can’t find your tracking email, please check your spam folder or contact us — we’re happy to resend it.

Can I return my order?

Because all KUSCHEL pieces are made and packaged in small batches, we currently don’t accept returns or exchanges for change of mind.

If your order arrives damaged or faulty, please email us within 7 days of delivery with your order number and a photo of the issue, and we’ll happily send a replacement or offer an alternative if the item is out of stock.

You can read the full details on our Returns Policy page.

Can I change or cancel my order?

If you need to make a change, please contact us within12 hours of placing your order.
After your order has been processed or shipped, we’re unfortunately unable to make changes.

Are your products handmade?

Many of our items are handmade or finished in small batches— this means small variations can occur, which makes each KUSCHEL piece truly unique.
We also carefully curate and brand selected cozy lifestyle products that align with our signature soft aesthetic.

Do you offer gift wrapping?

Yes! Every KUSCHEL order already comes beautifully wrapped in our signature packaging, but if it’s a gift, you can leave a note at checkout and we’ll include a small card with your message.

Who can I contact for support?

If you need help with your order, please reach out to us by email:
📧dessie.kuschel@gmail.com

We aim to reply within 1–3 working days.