The TerazzoWerk FAQ
Welcome to our frequently asked questions.
We have tried to answer most of the questions for you, but if you cannot find the answer to your question, you can contact us at any time.
Shipment
Questions about logistics & delivery
Do you ship worldwide?
No. We ship within the European Union.
Where do you ship from?
We ship from Germany.
How long will it take to receive my order?
You will usually receive your product within a few days within Germany. This may take a little longer for other EU countries.
What if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are entitled to a full refund.
Will I be charged duties and taxes?
European Union regulations apply to shipments to EU countries. Since special regulations apply to countries outside the EU, we currently do not ship worldwide.
Return
If you don't like something.
How do I return an item?
Please contact us at: info@terrazzowerk.de
What if the items I received are defective/incorrect/damaged?
Please contact us if you have received incorrect, missing, and/or defective merchandise. Upon receipt of your package, please provide your order number, photos of the items, and any related references. We will do our best to resolve your case as quickly as possible.
When will I receive my refund?
All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the return or cancellation request. If you have any questions about when the refund will be credited to your account, please contact the card-issuing bank. If you have not yet received a credit for your return, please follow these steps: Contact the bank/credit card company. It may take some time for the refund to be credited to your account.
Ordering process
Can I change or cancel my order?
Because we strive to process orders as quickly as possible, you must request changes/cancellations within 12 hours of placing your order. Any requests after this time will be declined. Your order may be returned upon receipt for a full refund.
Which payment methods are accepted?
We work with Shopify Payments and therefore accept all common payment methods. These include VISA, Mastercard, American Express, Maestro, UnionPay, Bancontact, eps-Überweisung, iDEAL, Klarna, Shop Pay, Apple Pay, and Google Pay.
When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow extra time for processing your order during the holidays and sales season. We process orders Monday through Friday. Orders are processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends.