Delivery & Returns

As of: September 2025

1. Delivery

1.1 Shipping Methods

We deliver worldwide with:

  • DHL / DHL Express

  • UPS

  • Freight forwarding companies for bulky or heavy goods (e.g. kitchens, counters, bathrooms)

1.2 Delivery times

  • The estimated delivery time is displayed in the shop next to the product and at checkout.

  • For custom-made items, the delivery time may vary depending on the order situation; it will be specified in the offer or in the order confirmation.

  • Additional transit times may occur for international deliveries due to customs clearance.

1.3 Countries of Supply

We deliver within Germany, to all EU countries, and to selected third countries worldwide .
The following applies to deliveries outside the EU:

  • Customs and import duties are to be borne by the buyer.

  • Any import taxes will not be refunded.

1.4 Shipping costs

  • The current shipping costs are displayed in the shopping cart and at checkout.

  • Different shipping costs may apply to freight goods or international deliveries, which will be displayed during the ordering process or agreed upon individually in advance.

1.5 Delivery by freight forwarder

  • Delivery is usually made to the curb , unless otherwise agreed.

  • The customer must ensure that access and unloading are possible.

  • For delivery to your apartment or the installation location, an installation service can be arranged for an additional fee.

2. Return & Cancellation

2.1 Standard Products

For non-personalized standard products, the statutory right of withdrawal of 14 days applies (EU consumer law).

The deadline begins upon receipt of the goods.
Exercise: by means of a clear statement (e.g. email to info@mivoraart.de) ).
See the cancellation policy for more details. .

2.2 Custom-made products

Products that are individually manufactured according to customer specifications (e.g. custom-made kitchens, bathrooms, furniture) are excluded from the statutory right of withdrawal in accordance with § 312g para. 2 no. 1 BGB, provided that they are delivered free of defects.

➡️ For these products, we offer a voluntary return policy in case of production or delivery errors (e.g. transport damage, incorrect dimensions).

2.3 Voluntary Right of Return (Goodwill)

For standard products , we grant a 30-day return policy , provided that:

  • the goods are returned unused, undamaged, complete, with labels and in original packaging ,

  • and it is not among the exclusions (see below).

For custom-made items, the voluntary right of return only applies in the case of demonstrable production or delivery errors.

2.4 Exceptions to the right of return

  • Custom-made items / personalized products (except in case of defects)

  • Opened hygiene or care products

  • Custom-made products according to customer specifications

  • flammable liquids or hazardous goods

  • Gift certificates

  • Products marked as "End-of-Line" or "Final Sale"

2.5 Return Process

  1. Register return:
    – by email to info@mivoraart.de
    - Please provide order number, reason and photos (in case of damage)

  2. Received return instructions:
    - We will review the application and (if accepted) send you a return label and shipping instructions.

  3. Initiate return:
    - Returns without prior notification cannot be accepted.
    - for bulky goods, we will arrange for collection by freight forwarder

2.6 Return costs

  • In case of defects or incorrect deliveries: Mivora Art UG will bear the costs.

  • For voluntary returns (no defect): the customer bears the costs.

  • Undelivered shipments will not be accepted.

2.7 Reimbursement

  • After receiving and inspecting the goods, we will inform you by email whether they have been accepted or rejected.

  • If approved, the refund will be issued to the original payment method , usually within 10 business days .

  • If the return is delayed for more than 15 working days after confirmation, please contact us: info@mivoraart.de .

3. Transport Damage & Complaints

Please check your delivery immediately upon receipt .
Report:

  • visible transport damage within 48 hours,

  • Hidden defects must be reported immediately upon discovery.

to info@mivoraart.de with photos of the product, packaging and shipping label.

This way, we can clarify the damage with the shipping service provider as quickly as possible.

4. Return address

Mivora Art UG (limited liability company)
Returns department
Kirchenmähder 50 B
89257 Illertissen
Germany

5. Contact

For all questions regarding delivery and return:
📧 info@mivoraart.com
📞 +49 7303 / 9569174

secure

All shipments are fully insured and easily trackable.

International

Shipping worldwide, directly to your home.

Sustainable

We ship in an environmentally friendly manner.

Delivery
Which countries do you deliver to?

We offer worldwide delivery to bring Riluxa 's exceptional products directly to your home.

For orders within Europe – including the United Kingdom and the EFTA countries (Switzerland, Norway, Iceland, Liechtenstein) – a flat shipping rate structure applies, which you can find in our shipping costs table below.

For deliveries outside Europe , e.g. to the USA or other international destinations, please contact us at info@mivoraart.de .

Our team will be happy to provide you with individual information about shipping costs and delivery times for your location.

Would you like to transport your order abroad yourself?

This is also possible: We will be happy to coordinate the smooth process with the freight forwarder of your choice.
How much are the shipping costs?

For deliveries within the EU , the United Kingdom , and the EFTA countries (Switzerland, Norway, Iceland, and Liechtenstein), we offer a transparent, flat-rate shipping structure . Shipping costs depend on the order value (excluding VAT) and the respective destination:

Shipping costs overview (excl. VAT):

Order value EU & EFTA (€/CHF) United Kingdom (£) Under €20 €10/CHF £15 €20 to €200 €15/CHF £40 €200 to €500 €25/CHF £50 Over €500 €50/CHF £60

Shipping outside Europe

For deliveries to the USA or other countries outside Europe, we calculate shipping costs individually – depending on weight , volume and destination .

Please contact us at info@mivoraart.de to receive a customized shipping quote for your order.

Note: In some countries outside the EU, UK, and EFTA, additional customs duties, taxes, or import fees may apply upon receipt. Please see below for detailed information.

Special deliveries & insurance

All shipments sent by special transport (e.g. bulky furniture or custom-made items) are of course insured to ensure maximum security.
Do customs duties have to be paid?

For orders within the EU , the United Kingdom and Switzerland, all applicable taxes and duties are already included in the purchase price .

You pay no additional fees upon delivery.

Note for customers in the United Kingdom:

Despite Brexit, nothing will change for you – you will receive your order without additional customs fees . Mivora Art will take care of all the necessary formalities.

Exceptions within the EU:

  • Maltese VAT (18%) is not included in the purchase price . This must be paid by the customer upon receipt of the goods.
  • For deliveries to Northern Cyprus , import duties are to be borne by the recipient .

Deliveries to other countries (e.g. Norway, Iceland, Liechtenstein):

For deliveries to countries outside the EU , import duties, taxes or other charges may apply.

These are usually levied by the customs authorities of the recipient country and must be paid upon delivery.

Please note:

  • Mivora Art has no influence on these fees and the amount of which cannot be specified in advance.
  • We recommend that you contact your
    to inform the local customs authority about possible costs.
How quickly will my goods be shipped?

The delivery times for our products depend on the product type – whether it is an in-stock product or a custom-made item.

Shipping times at a glance:

Product typeShipping period In-stock itemsShipping within 48 hours Custom-made itemsProduction & shipping within 4-5 weeks

Our production takes place in Istanbul , where each product is manufactured with great care and craftsmanship.

Through efficient processes and reliable logistics partners, we ensure prompt and predictable delivery even for custom-made products – with the goal of getting your order into your hands as quickly as possible.
How can I track the delivery of my order?

As soon as your order has been shipped – whether from the factory or our warehouse – you will receive a shipping confirmation by email.

This contains all relevant information about the transport company as well as a link to the shipment tracking so you can keep an eye on the status of your delivery at any time.
What should I pay attention to when accepting my delivery?

The delivery person will usually contact you by phone to arrange a suitable delivery date.

Please ensure that someone is present to accept the delivery on the agreed delivery date . If you are unable to do so, we recommend appointing an authorized representative to accept, inspect, and sign for the delivery on your behalf. Otherwise, the shipment may be returned to us.

What you should consider when accepting:

  • carefully for possible transport damage or deviations from your order.
  • Careful to avoid damage – please do not use knives or sharp tools .
  • “Acceptance subject to content control”
  • within 48 hours by email and attach clear photos of the damage.

Access & Unloading

Delivery is free curbside – the delivery location must therefore be accessible for a wide van .

For larger or heavy items, we recommend having a second person available to help you carry them or bring them into the building.

Note on assembly planning

Please do not commission any tradesmen or installers until you have fully received and inspected your delivery. This will avoid unnecessary delays or additional costs in the event of transport damage or incorrect deliveries.

return
Can I exchange or return a product if I change my mind?

We love our products – and want you to love your Mivora Art pieces just as much.

Should an item not meet your expectations, we offer a 14-day, no-questions-asked return guarantee for orders within the EU , the UK , and Switzerland . So you can shop with complete peace of mind and confidence.

Please contact us by phone or email within 14 days of receiving the goods to arrange the return.

The items must be returned to us unused , undamaged and in their original packaging to ensure they arrive safely and in perfect condition.

We charge a flat fee to cover the transport costs for the return:

  • (plus VAT) for orders under 500 £ / € / CHF
  • (plus VAT) for orders over 500 £ / € / CHF

After inspecting the return, we will refund you the full purchase price, including the original shipping costs if applicable.

Important NOTE:

Custom-made products are excluded from our return guarantee. We review such returns on a case-by-case basis .

Unfortunately, we cannot guarantee returns or refunds for returns made after the 14-day period or from outside the EU, the UK, or Switzerland . In exceptional cases, we reserve the right to accept returns in whole or in part at our discretion —with or without giving a reason.
What happens if I discover that the package is damaged upon delivery?

Please check your delivery immediately upon receipt – especially if the packaging shows any visible damage.

If you notice any damage, please note this on the delivery note (e.g. “package damaged” or “goods damaged”) and document the condition of the packaging and contents with clear photos .

We also recommend adding the following note upon acceptance:

“Acceptance subject to content control”

To ensure quick and smooth processing, we ask you to contact us by email at info@mivoraart.de within 48 hours of receiving the goods .

Please include pictures of the damaged goods and packaging in your message.

If a return is necessary, please ensure that you return the product in its original packaging and send us a photo of the packaged goods in advance.

⚠️ Important: Delayed damage reports (after 48 hours) can significantly complicate the processing of your claim and possible claims against the transport insurance.

Please be sure to retain any damaged products and packaging until the issue is fully resolved. Premature disposal may affect your right to a replacement or refund.
Will delivery and return costs be refunded?

In case of damage or error for which Mivora Art is responsible , we will of course take care of the entire organization of the return.

We'll have the product picked up from you and provide a replacement or a full refund—including all original shipping costs.

However, if you change your mind and wish to return your order voluntarily , we will also take care of the collection.

For this service we charge a flat fee to cover transport costs:

  • (plus VAT) for orders under 500 £ / € / CHF (plus VAT)
  • (plus VAT) for orders above this amount

Once your return has been successfully processed, we will refund the purchase price – including the original shipping costs if required by law.
How long will it take to receive my refund?

As soon as we receive your return, we will check the condition of the goods.

To qualify for a refund, the items must be in their original packaging, unused, and undamaged .

After successful verification, we will process the refund using the same payment method you used for the purchase.

As a rule, the refund will be made within 14 working days after receipt of the goods by Mivora Art .