Shipping policy
Shipping terms
Last updated: 6 May 2026
These shipping terms apply to orders placed through our online shop, Magic Milk Germany.
We process and dispatch orders with the greatest possible care. The information below explains which countries we ship to, which delivery times may apply, how tracking works and what to bear in mind in the event of delivery problems, incorrect addresses, returned shipments, refusal of acceptance or international shipments.
1. Shipping regions
We ship orders to:
- Germany
- countries of the European Union
- international countries outside the EU, for example Switzerland, the United Kingdom, the USA and other countries
The availability of particular destination countries, shipping methods or shipping service providers may vary at checkout depending on the product, order value, weight, destination country and technical shipping options.
If delivery to a particular country is not possible for legal, customs, logistical or technical reasons, we reserve the right to review the order and inform the customer accordingly.
2. Shipping costs
The shipping costs that apply are shown at checkout.
Shipping costs may differ depending on:
- country of delivery
- shipping method
- weight of the order
- value of the goods
- parcel size
- shipping service provider
- international shipping zone
- customs or documentation effort for non-EU shipments
The shipping costs shown at checkout are decisive.
For international shipments, customs duties, import charges, taxes or handling fees may additionally be levied by customs authorities or shipping service providers. These costs are not always included at checkout and may have to be borne by the recipient.
2.1 Additional shipping and payment options
Cash on collection
In selected cases we offer the option of collecting your order in person. Local collection includes reserving your order and priority handling by our warehouse. A one-off service fee of 3.99 euros applies for this service.
Once received, your order is prepared specifically for you and made ready for fast collection. You will normally hear back about collection within 1 to 3 days.
Collection is currently available at the Siegen location. The Berlin and Cologne locations are currently sold out or unavailable.
Collection is only possible after prior confirmation by our warehouse. Collection is not automatically guaranteed and is only possible if the order has been released by our warehouse and can be carried out organisationally and operationally.
If no release for collection is given within 24 hours of the order being received, or if collection is not possible on our side for organisational, operational or stock-related reasons, the order is automatically switched to standard shipping.
Standard shipping costs 6.99 euros. This amount is invoiced to the customer separately or must be settled before dispatch.
By choosing collection, the customer agrees to this arrangement.
A valid and reachable telephone number is required in order to use the collection service. Communication about collection confirmation, appointment arrangements and important order information takes place by telephone.
If we cannot reach you, or if no valid telephone number was provided, we reserve the right to switch the order automatically to standard shipping.
DHL cash on delivery
The payment method DHL cash on delivery is available exclusively to customers with a delivery address within Germany.
To use this payment method, DHL cash on delivery must be expressly selected under the shipping options at checkout. Only the shipping method DHL cash on delivery for German delivery addresses is possible with this payment method.
DHL cash on delivery is an additional premium service from DHL. You receive your shipment conveniently from the DHL courier and pay the amount due only when the order is handed over.
Payment is made directly to DHL upon delivery. Depending on availability at DHL, payment can be made in cash or by card.
This shipping and payment option is available within Germany only.
A one-off flat fee from 14.99 euros applies for DHL cash on delivery. This flat fee covers shipping and cash-on-delivery charges.
DHL cash on delivery is particularly suitable for customers who prefer to pay only when the shipment arrives.
Please make sure the full payment amount is available on delivery and that a person able to pay can accept the shipment.
If the shipment is not accepted, acceptance is refused, the shipment is not collected, the customer does not cooperate with delivery, or address details are incorrect or incomplete, return costs, shipping costs, cash-on-delivery charges and other costs actually incurred may arise.
Where legally permitted, these costs may be offset against a refund amount or invoiced to the customer separately.
Refusing acceptance or failing to collect a shipment does not replace a proper cancellation or a proper withdrawal.
The statutory right of withdrawal remains unaffected.
3. Shipping service providers
Depending on the order, destination country, parcel size and shipping route, we dispatch through suitable shipping service providers.
We may use national and international parcel services in particular. Depending on availability and shipping method, delivery may be carried out by different shipping partners.
There is no entitlement to a particular shipping service provider unless a specific shipping method was expressly and bindingly selected at checkout.
4. Processing time before dispatch
Orders are processed after payment is received or after payment has been successfully confirmed.
Processing time may vary depending on order volume, payment checks, product availability, public holidays, weekends, pre-orders, quality checks or warehouse processes.
For products that are regularly available, handover to the shipping service provider normally takes place as quickly as possible.
Different processing times apply to pre-orders and reservations. These are communicated before purchase, at checkout, in the terms and conditions or in other legal notices.
5. Delivery times
After handover to the shipping service provider, expected delivery times are usually:
- Germany: approx. 1–3 working days
- European Union: approx. 3–7 working days
- Outside the EU: approx. 7–14 working days, depending on the destination country, shipping service provider and customs procedures
For international shipments, customs checks, import procedures, local public holidays, longer transport routes or handling by local shipping partners can cause delays.
Delivery times are estimates and may differ in individual cases.
Unless another delivery period has been agreed, the statutory provisions on delivery apply. For pre-orders, reservations or expressly communicated different delivery times, the information given before purchase applies.
6. Pre-orders / reservations
Pre-orders and reservations concern products that are not yet regularly ready for dispatch at the time of ordering or that become available at a later date.
Pre-orders may in particular go through the following steps:
- import or restocking
- goods received at the warehouse
- quality control
- release
- packing
- handover to the shipping service provider
All pre-orders are generally processed in the order in which they were received.
For pre-orders, the regular delivery times normally begin only once the goods are available, checked, released and handed over to the shipping service provider.
Further information on pre-orders, reservations and cancellations can be found in our terms and conditions:
7. Shipment tracking
As soon as your order has been handed over to the shipping service provider, you will normally receive a shipping confirmation with a tracking number, provided tracking is available for the shipping method in question.
The shipping confirmation may be sent by email, SMS or through the contact details you provided.
Please note:
- After handover to the shipping service provider, it can take 24–48 hours for the first update to appear in the tracking for system-related reasons.
- A missing tracking update therefore does not automatically mean that the shipment has not been dispatched.
- Please also check your spam folder if you cannot find a shipping confirmation.
8. International shipments, customs and import charges
For deliveries outside the European Union, additional costs may arise, in particular:
- customs duties
- import VAT
- import charges
- handling fees charged by the shipping service provider
- customs clearance fees
- other local charges in the destination country
These costs are levied by the competent authorities, customs offices or shipping service providers of the destination country and are generally to be borne by the recipient unless expressly agreed otherwise.
We have no influence on the amount, calculation or collection of these fees and cannot give binding information about them.
Before ordering from outside the EU, please inform yourself about the possible import rules, customs regulations and fees in your country.
If an international shipment is returned to us because import charges were not paid, customs clearance was refused, the recipient did not cooperate or acceptance was refused, any resulting shipping, return, customs, storage, handling or repatriation costs may be charged to the customer or deducted from a possible refund.
9. Address details and deliverability
The customer is obliged to provide a complete, correct and deliverable delivery address at checkout.
Before completing your order, please check in particular:
- full first name and surname
- street and house number
- postcode
- town or city
- country
- where applicable company, floor, flat number, name on the doorbell or address supplement
- correct email address and telephone number for shipping information
Many delivery problems are caused by incorrect, incomplete or untraceable addresses. These include in particular missing house numbers, incorrect postcodes, incorrect street names, missing doorbell labels, names that cannot be found on the letterbox or incomplete address supplements.
Once an order has been handed over to the shipping service provider, an address change can no longer be guaranteed.
10. Incorrect, incomplete or untraceable delivery addresses
If a shipment cannot be delivered because of an incorrect, incomplete, untraceable or undeliverable delivery address, this is not within the responsibility of Magic Milk Germany, provided the shipment was properly dispatched to the address given by the customer.
This applies in particular to:
- a missing or incorrect house number
- an incorrect postcode
- an incorrect street name
- an incorrect town or country
- a missing name on the doorbell
- a missing name on the letterbox
- a missing company, floor, flat number or department
- a recipient who cannot be found
- a recipient who has moved or an unknown recipient address
- incorrect or incomplete details at checkout
In such cases the resulting costs may be charged to the customer or deducted from a possible refund.
These include in particular:
- the original shipping costs
- return costs
- renewed shipping costs
- handling costs
- storage costs, where incurred
- additional fees charged by the shipping service provider
- costs caused by address errors, enquiries or repeated delivery attempts
A repeated dispatch is normally only made after the correct delivery address has been confirmed and the shipping costs incurred again have been paid.
11. Recipient cannot be found, missing doorbell name or missing delivery information
The customer is responsible for ensuring that the shipping service provider can actually find the delivery address given and deliver the shipment.
If the recipient cannot be found at the address given, if the name is missing from the doorbell or letterbox, or if a company, floor, flat number or necessary address supplement has not been provided, the shipment may not be delivered successfully.
In this case the customer bears responsibility for the incorrect or incomplete deliverability of the address.
If the shipment is returned to us for this reason, the rules on undeliverable shipments, returned shipments and renewed shipping costs apply accordingly.
12. Address changes after ordering
Please check your delivery address carefully before completing your order.
After an order has been received, address changes can only be taken into account as long as the order has not yet been processed, packed, handed over to the shipping centre or transmitted to the shipping service provider.
Once the order is in the shipping process, a change of delivery address can no longer be guaranteed.
If the customer has given an incorrect address and the order has already been dispatched, the customer bears responsibility for any resulting delays, returned shipments or additional costs.
13. Undeliverable shipments and returned shipments
If a shipment cannot be delivered and is returned to us, we check the reason for the return once the shipment arrives back.
A returned shipment may arise in particular from:
- an incorrect or incomplete address
- a missing house number
- an incorrect postcode
- a missing doorbell name
- a recipient who cannot be found
- a recipient who has moved
- a parcel that was not collected
- refusal of acceptance
- lack of cooperation from the customer
- errors in the delivery address given by the customer
- delivery obstacles in the destination country
- unpaid customs or import fees for international shipments
A shipment being returned to us does not automatically mean that the customer is entitled to a full refund.
Depending on the reason for the return, shipping, return, handling or additional costs already incurred may be charged or deducted from a possible refund.
After we have received the shipment back, one of the following solutions may be offered depending on the case:
- renewed dispatch after confirmation of the correct address
- renewed dispatch after payment of additional shipping costs
- review of a partial refund less the costs incurred
- individual clarification through support
14. Refusal of acceptance, failure to collect and lack of cooperation
Refusing acceptance, failing to collect a shipment or failing to cooperate with delivery does not constitute an automatic cancellation, an automatic withdrawal or an automatic termination of the contract.
If the customer refuses acceptance, does not collect the shipment from the parcel shop or pick-up station, does not pay necessary customs or import charges, or otherwise fails to cooperate with delivery, additional costs may arise.
These costs may be charged to the customer or deducted from a possible refund.
They include in particular:
- the original shipping costs
- return costs
- renewed shipping costs
- handling costs
- storage costs
- fees charged by the shipping service provider
- customs, import or repatriation fees for international shipments
Refusing acceptance does not replace a proper declaration of withdrawal. If you wish to exercise your right of withdrawal, you must inform us clearly or use our cancellation/return centre:
Open the cancellation/return centre
Your statutory right of withdrawal remains unaffected.
15. Parcel shops, pick-up stations and packing stations
Depending on the shipping service provider, a shipment may be forwarded to a parcel shop, a pick-up station or a packing station.
The availability of such delivery options depends on the shipping service provider and the destination country.
Please note that not every shipping service provider supports every type of packing station or pick-up station.
If a shipment is deposited at a parcel shop or pick-up station, the customer is responsible for collecting it within the period stated by the shipping service provider.
If the shipment is not collected in time and is returned to us, additional costs may arise.
16. Delivery delays
Delivery delays can arise in particular from:
- high order volume
- pre-orders or reservations
- public holidays or weekends
- delays at the shipping service provider
- customs checks
- weather events
- strikes
- incorrect or incomplete addresses
- lack of cooperation from the recipient
- technical tracking delays
- exceptional events outside our control
We do our best to inform customers about known delays as quickly as possible.
17. Transport damage
Please check the shipment carefully upon receipt.
If the goods arrived damaged, please contact us without delay at:
Email: reklamation@magicmilk.de
Please send us the following so we can examine the case:
- order number
- a short description of the damage
- photos of the product
- photos of the packaging
- a photo of the shipping label
- if available: a damage report or note from the shipping service provider
The photos must show the damage clearly and comprehensibly.
Please keep the product, the packaging and the shipping material until the case has been examined.
We examine the case and take over further handling with the shipping service provider where necessary.
Your statutory warranty rights remain unaffected.
18. Missing, incorrect or incomplete delivery
If an item is missing, the wrong item was delivered or the delivery is incomplete, please contact us without delay at:
Email: reklamation@magicmilk.de
Please send us:
- order number
- full name
- email address used for the order
- a short description of the problem
- photos of the goods received
- photos of the packaging
- a photo of the shipping label
Once we have received the information, we examine the case internally and offer a suitable solution depending on the circumstances.
19. Evidence and unaltered images for shipping problems
In the case of damaged goods, incorrect delivery, missing items or other problems with the shipment, we may request meaningful photos and information in order to examine the case.
The images submitted must be genuine, unaltered and verifiable. AI-generated, subsequently edited, manipulated, misleading images or images taken from the internet will not be accepted as evidence.
Where there is a suspicion of manipulated or deliberately false evidence, we reserve the right to document the case, request further evidence and have it examined legally.
20. Partial deliveries
If not all products in an order are available at the same time, we reserve the right to make partial deliveries.
This does not incur any additional shipping costs for the customer, provided the partial delivery was initiated by us.
With pre-orders, international shipments or separate delivery batches, individual products may be dispatched at different times.
21. Shipments that are not accepted
If a shipment is not accepted by the customer or acceptance is refused, the shipment may be returned to us.
In this case, shipping, return and handling costs already incurred may be charged or deducted from a possible refund.
Refusing acceptance does not replace a withdrawal or a proper return request.
If you no longer want an order, please use the contact options provided or our cancellation/return centre:
Open the cancellation/return centre
22. Returns in connection with shipping problems
If a shipment comes back to us because of a shipping problem, we check the reason for the return once it arrives.
Depending on the cause, one of the following solutions may be offered:
- renewed dispatch after address confirmation
- renewed dispatch after payment of additional shipping costs
- review of a refund less the costs incurred
- individual clarification through support
Please note that a shipment being returned to us does not automatically trigger a full refund.
23. Delivery to companies, hotels, parcel shops or third parties
Where delivery is made to companies, hotels, receiving points, parcel shops, service providers, third parties or temporary places of stay, it is the customer’s responsibility to ensure that the shipment can be accepted there, assigned correctly and collected in time.
We are not liable for delays or problems arising because the receiving point given does not assign the shipment correctly, does not hand it over, or the recipient can no longer be reached there.
The customer’s statutory rights remain unaffected.
24. Shipping confirmation and communication
Shipping information is normally sent to the email address or telephone number given at checkout.
The customer is responsible for providing correct contact details and for checking the email inbox, spam folder, SMS or other contact channels provided.
If email addresses or telephone numbers were entered incorrectly, shipping information may not be delivered.
25. Returns, cancellation and withdrawal
Information about returns, cancellations, withdrawal and refunds can be found in our cancellation/return centre:
Open the cancellation/return centre
Further legal information can be found in our terms and conditions:
Your statutory right of withdrawal remains unaffected by these shipping terms.
26. Contact
If you have questions about shipping, delivery times, tracking, returned shipments or delivery problems, please contact us at:
Magic Milk Germany – Support
Email: support@magicmilk.de
WhatsApp/phone: +49 15565 408252
Please state your order number and the email address used for the order with every enquiry so that we can deal with your request more quickly.
This English version is a translation provided for your convenience. In the event of any discrepancy, the German version at magicmilk.de shall prevail.