Shipping and Returns

USA Customers – Tariffs & Duties

For orders shipped to the United States, the shipping calculation includes the cost of all applicable import duties and tariffs.
The total amount will be clearly shown at checkout, with no additional charges due on delivery.

Order Processing & Dispatch

Orders are usually shipped within 5–7 business days of purchase and include a tracking number.
Express shipping upgrades may be available for most destinations — please contact us before ordering to enquire.

International Shipping (Outside Germany)

International orders are typically shipped via DHL Deutsche Post and usually take 2–3 weeks to arrive.
Delivery times may vary depending on destination and customs processing.

Please note:

  • Customs procedures and import fees (where applicable) are determined by the destination country.

  • Any additional customs charges not prepaid at checkout are the responsibility of the buyer.

Returns Policy

EU & UK orders

For customers located in the European Union and the United Kingdom, our return policy lasts 14 days from the date you receive your order.
If 14 days have passed since delivery, unfortunately we can’t offer a refund or exchange.

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it

  • In its original packaging

Return shipping costs are the responsibility of the buyer.

Orders outside the EU & UK

For customers outside the EU and UK, we do not accept returns unless the item:

  • Is defective,

  • Arrives damaged, or

  • Is not as described.

Please contact us before sending anything back so we can advise on the correct next steps.

Refunds

Once your return is received and inspected, we will notify you by email.
If approved, your refund will be processed and automatically applied to your original method of payment within a certain number of days.

Late or missing refunds

If you haven’t received a refund yet:

  1. First check with your bank.

  2. Then contact your credit card company — it may take some time before your refund is officially posted.

  3. If you’ve done this and still haven’t received your refund, please contact us at info@fideliobags.com

Exchanges

We only replace items if they are defective or damaged on arrival.
If you need an exchange for the same item, please contact us at info@fideliobags.com with details and photos where possible.

Shipping returns (EU & UK only)

To return your order, please mail your product to:

Kate Terveen
Returns: Fidelio Bags
Birkenau 18
22087 Hamburg
Germany

You are responsible for paying your own return shipping costs.
Shipping costs are non-refundable.

Depending on your location, the time it may take for an exchanged item to reach you may vary.
If you are returning a higher-value item, we recommend using a tracked shipping service or purchasing shipping insurance, as we cannot guarantee receipt of untracked returns.

 

Problems With Your Order?  

We're sorry you are having trouble. Please contact us at info@fideliobags.com to rectify the situation.