This Shipping & Delivery Policy outlines the logistical procedures and timelines for Silhouettemirror, a brand operated by AGS Alu-Glas-Spiegel-Bau Handels GmbH. We are committed to providing professional, transparent, and insured delivery services to our clientele across Europe and the United States.
1. Dispatch Location & Processing
All orders are processed and dispatched directly from our professional facility in Germany:
AGS Alu-Glas-Spiegel-Bau Handels GmbH > Elsässer Str. 29, 81667 München, Germany
Handling Time: Orders are typically prepared for dispatch within 1 to 2 business days. During this window, we perform final quality inspections and apply export-grade reinforced packaging suitable for fragile mirror transit.
2. Transit Times & Logistics Partners
To maintain our service standards, we collaborate exclusively with premier priority carriers: DHL, FedEx, and UPS.
Estimated Delivery: For the United States and European destinations, the estimated shipping duration is 4 to 8 business days.
Tracking: Automated tracking references are sent to your registered email at key milestones: (1) Dispatch from Munich, (2) Arrival at regional transit hubs, and (3) Out-for-delivery status.
3. Customs, Duties & Taxes
For international shipments:
European Union: As we ship from within the EU (Germany), no additional customs duties apply to EU-based customers.
United States & Other Regions: Prices are displayed exclusive of local import duties and taxes. The recipient is responsible for any statutory customs fees or VAT applicable in the destination country. We ensure all commercial invoices are correctly filed to facilitate a smooth customs clearance process.
United States: Please note that U.S. customs currently allows goods valued under $800 to enter duty-free. For the vast majority of our mirror collections, U.S. customers will not incur additional import taxes.
4. Delivery Delays & Resolution Protocol
While we strive for punctuality, external factors (e.g., customs inspections or extreme weather) may occasionally affect transit.
Our Commitment: Should an order exceed the estimated transit window, please notify us. We will initiate a formal enquiry with the carrier.
Resolution Window: We commit to providing a definitive status update or resolution within 5 business days of the enquiry. If the parcel is confirmed as lost or irreparably delayed, we will issue a full refund to the original payment method or dispatch a replacement at no further cost.
5. Transfer of Risk & Insurance
In strict compliance with the EU Consumer Rights Directive, the risk of damage or loss passes to the consumer only upon physical possession of the goods.
Full Insurance: All Silhouettemirror shipments are fully insured during transit. We remain legally responsible for the integrity and safe arrival of the product until it is successfully delivered to your specified address.
Damaged in Transit: Given the fragile nature of mirrors, we utilize specialized export crating. However, should your item arrive damaged, please retain all original packaging and email photos of the damage to mirror@silhouettemirror.com within 48 hours of delivery. We will immediately expedite a free replacement or issue a full refund—no return shipping of broken glass is required.