{"id":69918,"date":"2026-10-13T16:20:37","date_gmt":"2026-10-13T14:20:37","guid":{"rendered":"https:\/\/www.elementishop.com\/ratgeber\/unkategorisiert\/faq-shipping-delivery\/"},"modified":"2026-10-14T16:00:13","modified_gmt":"2026-10-14T14:00:13","slug":"faq-shipping-delivery","status":"publish","type":"post","link":"https:\/\/www.elementishop.com\/en\/ratgeber\/faq-en\/faq-shipping-delivery\/","title":{"rendered":"FAQ Shipping & Delivery: Freight, Lead Time, Costs"},"content":{"rendered":"\n\n

Concrete furniture and fire pits rarely arrive as a parcel \u2013 and the delivery runs differently from a small-parts online shop.<\/strong> At ELEMENTI, shipping is split by weight and format: small items travel by parcel service, furniture and fire pits go on a pallet with a freight forwarder. Anyone who knows what happens on the delivery day can plan help, the installation spot and the time window in advance.<\/p>\n\n

This FAQ article summarises what applies before, during and after delivery: which shipping method applies to which product, what \u201ccurbside delivery\u201d means in practice, how high the shipping costs are per zone and what to do if the goods arrive damaged. All amounts and deadlines come from the current shipping and delivery terms.<\/p>\n\n

\n
Shipping method<\/strong>
Small parts by parcel service, furniture and fire pits by freight forwarder on a pallet.<\/div>\n
Curbside delivery<\/strong>
Standard for pallet shipments: unloading at the kerb, no carrying into the house.<\/div>\n
Lead time<\/strong>
Usually dispatched within 2 working days after order confirmation.<\/div>\n
Shipping costs<\/strong>
Germany from 5,99 \u20ac, free shipping above 500 \u20ac order value.<\/div>\n<\/div>\n\n

If you are still at the selection stage, these are the matching product areas:<\/p>\n\n

\nGas Fire Pits<\/a>\nBioethanol Fire Pits<\/a>\nDining Tables<\/a>\nCoffee Tables<\/a>\nSide Tables<\/a>\n<\/div>\n\n

Parcel service or freight forwarder \u2013 which applies to my order?<\/h2>\n\n

The shipping method follows from the size and weight of the item, not from the order value. Small accessories and individual decorative items go by parcel service. As soon as a piece of furniture or a fire pit is in the basket, the order is handled as a pallet shipment with a freight forwarder.<\/p>\n\n

\"Concrete
Large furniture travels on a pallet and is delivered by a freight forwarder.<\/figcaption><\/figure>\n\n
\n\nWhy do fire pits and large furniture ship by freight forwarder?<\/summary>\n\n
\n\n

A gas fire pit or a GFRC dining table quickly reaches a weight and a packed size that goes beyond the limits of a parcel service. A freight forwarder therefore takes over the delivery and transports the goods on a pallet in a truck. That way the component stays fixed during the journey and is not handled repeatedly.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nWhat exactly does \u201ccurbside delivery\u201d mean?<\/summary>\n\n
\n\n

Curbside delivery means that the goods are unloaded at the kerb of the delivery address you specified \u2013 that is, at the roadside or directly at the property entrance. The driver is under no obligation to carry the parcel into the hallway, the flat or the garden. For everything beyond that point you should plan helpers or a transport aid in advance.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nCan the freight forwarder carry the furniture into my home?<\/summary>\n\n
\n\n

We do not currently offer a carrying-in or assembly service. Before ordering, therefore, check whether the route from the property entrance to the installation spot works: door widths, hallway corners, stair steps plus the size and load capacity of a lift. It is best to note the key dimensions right next to the product specification.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nIs delivery to a parcel locker possible?<\/summary>\n\n
\n\n

No. Given the size and weight of the products, delivery to a parcel locker or a collection point is not possible. Delivery is made exclusively to the address you specify.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nDo I have to be present on the delivery day?<\/summary>\n\n
\n\n

Yes, we recommend that you or an authorised person are on site. That way you can direct the unloading point and inspect the goods straight away. If the first delivery attempt fails, a new appointment has to be agreed \u2013 for which a repeat delivery is charged at 45 \u20ac per delivery.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nHow are the goods packaged \u2013 and do I have to keep the packaging?<\/summary>\n\n
\n\n

The products are delivered in reinforced packaging designed for transporting large individual parts. Keep the original packaging: it is required for warranty claims and for a return. We do not take back or dispose of the packaging for you.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nIs assembly included in the delivery?<\/summary>\n\n
\n\n

No, assembly is not part of the delivery \u2013 but the products are deliberately easy to build. Furniture arrives fully assembled and only has to be unpacked and set up. Fire pits and fountains are modular and are assembled following the instructions; the order of the steps is described in the FAQ article Setup and Installation<\/a>.<\/p>\n\n<\/div>\n\n<\/details>\n\n

What shipping costs apply per delivery zone?<\/h2>\n\n

Shipping costs are tiered by delivery zone and by the format of the shipment. Parcel, bulky goods and pallet have different prices; for pallet deliveries the exact amount additionally depends on the region, volume and weight of the shipment.<\/p>\n\n

\n\n\n
Delivery zone<\/th>Parcel<\/th>Bulky goods<\/th>Pallet<\/th><\/tr><\/thead>\n
Germany<\/td>5,99 \u20ac<\/td>15,99 \u20ac<\/td>29,99\u201379,99 \u20ac<\/td><\/tr>\n
Netherlands, Belgium, Luxembourg, Poland, Austria<\/td>6,99 \u20ac<\/td>\u2013<\/td>39,99\u201389,99 \u20ac<\/td><\/tr>\n
Other EU countries<\/td>17,99 \u20ac<\/td>\u2013<\/td>79,99\u2013149,99 \u20ac<\/td><\/tr>\n
Ireland, Switzerland, Norway, United Kingdom<\/td>29,99 \u20ac<\/td>\u2013<\/td>119,99\u2013199,99 \u20ac<\/td><\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n\n

The prices shown are guide values for the respective zone. The exact amount for your order is displayed in the checkout as soon as the delivery address and the basket are final.<\/p>\n\n

\n\nFrom what order value is shipping free?<\/summary>\n\n
\n\n

From an order value of 500 \u20ac we deliver free of charge. That applies in all delivery zones and regardless of whether the shipment travels as a parcel or by freight forwarder on a pallet. The decisive figure is the goods value after discounts.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nWhich countries does ELEMENTI deliver to?<\/summary>\n\n
\n\n

We deliver to Germany, the Netherlands, Belgium, Luxembourg, Poland and Austria as well as to other EU countries. We also supply Ireland, Switzerland, Norway and the United Kingdom. For deliveries to other non-EU countries, please enquire individually: send the product name, quantity and the full address with country and postcode to our service team \u2013 you will then receive a reply on whether and at what cost delivery is possible.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nWhat additional costs can arise?<\/summary>\n\n
\n\n

On top of the base price, four surcharges are possible. Delivery to regions that are hard to reach or to islands costs 35 \u20ac per shipment. A firmly booked delivery day (fixed appointment) costs 25 \u20ac per shipment, and a repeat delivery after a failed appointment 45 \u20ac per delivery. For a cancellation after shipping we charge 45 \u20ac handling plus the transport costs actually incurred.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nAre customs duties charged in Switzerland, Norway or the United Kingdom?<\/summary>\n\n
\n\n

No. For deliveries to Switzerland, Norway and the United Kingdom all applicable customs duties and import charges are included in the shipping price. No further costs arise for you on handover.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nCan I choose a preferred day or a time slot?<\/summary>\n\n
\n\n

A preferred day is possible, a specific time slot is not. For a binding delivery day we charge 25 \u20ac per shipment. Within that day the time depends on the haulier’s route planning; as a rule the freight forwarder informs you in advance by phone or SMS of the expected time window.<\/p>\n\n

\"Base
Check in advance: the route from the property entrance to the installation spot should be clear for the pallet.<\/figcaption><\/figure>\n\n<\/div>\n\n<\/details>\n\n

When will the order arrive \u2013 and how do I track it?<\/h2>\n\n

Shipping starts as soon as the order is confirmed and the goods are available. For freight shipments the carrier contacts you by phone before delivery in order to agree the appointment. Please therefore keep the phone number you gave when ordering reachable.<\/p>\n\n

\n\nHow quickly is the order shipped?<\/summary>\n\n
\n\n

As a rule the goods leave the warehouse within 2 working days of the order confirmation. If a model is not in stock, our service team will tell you the expected shipping date after you order. For freight deliveries the pure transit time to delivery is added on top.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nHow do I track my shipment?<\/summary>\n\n
\n\n

After shipping you receive a tracking number and a note of where you can check the status. With pallet deliveries the freight forwarder also calls you to agree the delivery day. It is best to decide during this time who will accept the goods and where they will be placed after unloading.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nCan I still cancel the order after shipping?<\/summary>\n\n
\n\n

Yes, a cancellation is possible after shipping \u2013 but it comes with costs. We charge a 45 \u20ac handling fee plus the transport costs actually incurred. If you are unsure, it is better to clarify your questions with the service team before the order is released for shipping.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nHow do I arrange a second delivery?<\/summary>\n\n
\n\n

If nobody is present at the first appointment or the unloading point was not accessible, we arrange a new appointment. This costs 45 \u20ac per delivery. Before that, check whether access, the manoeuvring area and the accessibility of the property work for a truck.<\/p>\n\n<\/div>\n\n<\/details>\n\n

If the goods arrive damaged or different<\/h2>\n\n

Transport and craftsmanship are two different topics \u2013 and they are handled differently. Transport damage is not a material defect, and a natural colour deviation is not transport damage. For a complaint to be processed, the timing of the report is what matters most.<\/p>\n\n

\n\nWhat should I do about transport damage?<\/summary>\n\n
\n\n

With freight deliveries the goods are handed over on the pallet at the kerbside \u2013 you cannot unpack the shipment fully there, and nobody expects you to. What matters is something else: never sign the freight documents as \u201creceived in perfect condition\u201d. Note any irregularities \u2013 a dented outer packaging, torn film, traces of moisture or a damaged pallet \u2013 directly on the delivery note, with the addition: \u201cAccepted under reserve: packaging damaged, contents not inspected.\u201d Have the driver confirm this note and photograph the spot while the truck is still there.<\/p>\n\n

If damage only becomes visible after unpacking, please report it without delay \u2013 and at the latest within 7 days of receipt, so that we can still claim it from the carrier. Have four details ready: the order number, the product model, a short description plus an overall photo and a sharp close-up of the damaged area. Keep the original packaging until the case is settled.<\/p>\n\n

Transport damage is not a material defect but damage that occurred during delivery \u2013 and it is not a case you have to settle with the freight forwarder yourself. We report the damage to the carrier and handle the process for you; the note made on acceptance and your photos are the decisive evidence.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nThe colour differs from the pictures \u2013 is that a defect?<\/summary>\n\n
\n\n

Not automatically. GFRC is made by hand, and deviations within 15 % are considered typical of the material \u2013 both between two products and across a single surface. If a deviation seems too large to you, please contact us promptly \u2013 we will find a solution together.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nHow does the service help in the event of damage?<\/summary>\n\n
\n\n

Our service team reviews the report, classifies the case and tells you the next steps \u2013 spare part, replacement or repair solution. Photos are the decisive evidence for processing, which is why it makes sense to keep the packaging until the case is settled. The conditions for warranty and returns are set out in the FAQ article Warranty and Service<\/a>.<\/p>\n\n<\/div>\n\n<\/details>\n\n

Which products ship by parcel \u2013 and which by pallet?<\/h2>\n\n

Whether an item runs as a parcel or as a pallet shipment is decided by its format. Smaller accessories fit into standard shipping; everything listed as furniture or a fire pit is handed to the freight forwarder. In the checkout you see before completing the order which shipping method applies to your basket and what costs result from it.<\/p>\n\n

\"Concrete
Furniture and fire pits are transported as pallet shipments by freight forwarder.<\/figcaption><\/figure>\n\n
\n\nWhich items travel as parcels?<\/summary>\n\n
\n\n

We ship small parts and accessories as parcels, for example smaller spare parts or decorative items. Depending on the shipment this goes via DHL, Hermes or another parcel service. These shipments are handed over at your front door; the parcel service usually informs you in advance about the delivery attempt.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nWhy are fire pits always shipped on a pallet?<\/summary>\n\n
\n\n

Fire pits consist of concrete, a metal burner and sometimes integrated ceramic \u2013 they are heavy and sensitive to edge impacts. That is why they always go out as pallet shipments by freight forwarder. That way the housing can stay fixed on the pallet until the goods are standing on your property. The shipping terms make this transport method binding for fire pits.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nHow do I know which shipping method applies to my order?<\/summary>\n\n
\n\n

The shipping weight shows it during the ordering process. As soon as the basket contains an item classified as bulky goods or as a pallet shipment, that shipping method is shown at the checkout. The shipping costs there depend on the delivery address and the basket, so you can see before buying whether the threshold for free delivery has been reached.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nHow do I store the goods if I set them up later?<\/summary>\n\n
\n\n

After delivery, leave the goods in the original packaging if possible. Store them dry and not directly on a wet floor \u2013 moisture can collect in closed packaging and the component may later show efflorescence. If setup falls on another day, it is best to open the packaging only shortly before assembly.<\/p>\n\n<\/div>\n\n<\/details>\n\n

Delivery at a glance: included or not included?<\/h2>\n\n

Two questions come up with every freight delivery: who carries, and who sets up. The answer is in the shipping terms \u2013 and it is short: transport to the kerb is part of the delivery, carrying in and assembly are not.<\/p>\n\n

\n\n\n
Included in the delivery<\/th>Not included<\/th><\/tr><\/thead>\n
Transport to the kerb of the delivery address<\/td>Carrying into the house, flat or garden<\/td><\/tr>\n
Reinforced packaging for large components<\/td>Assembly or mounting by the carrier<\/td><\/tr>\n
Notification of the appointment by the freight forwarder<\/td>Disposal or take-back of the packaging<\/td><\/tr>\n
Unloading the pallet at the kerb<\/td>Transport from the property entrance to the installation spot<\/td><\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n\n
\n\nWhat should I do if the pallet looks damaged?<\/summary>\n\n
\n\n

Inspect the pallet while it is being unloaded: a dented or torn outer packaging, edges sticking out, traces of moisture \u2013 such marks are often the first sign of damage. Note them directly on the delivery note, with the addition: \u201cAccepted under reserve: packaging damaged, contents not inspected.\u201d Have the driver confirm the note and photograph the spot while the truck is still there.<\/p>\n\n

Then report the case without delay \u2013 at the latest within 7 days of receipt \u2013 stating the order number and the product model, and with photos attached. We report the damage to the carrier and handle the process for you.<\/p>\n\n<\/div>\n\n<\/details>\n\n

\n\nWho carries the goods to the installation spot?<\/summary>\n\n
\n\n

From the kerb to the installation site you have to organise the transport yourself. Count on two people and plan a transport aid such as a hand truck. Also consider the load capacity of the surface and the lift; with GFRC furniture the weight is spread over a comparatively large base area, but when lifting it acts on the grip at specific points.<\/p>\n\n<\/div>\n\n<\/details>\n\n

How do I prepare for delivery?<\/h2>\n\n

A delivery day runs much more smoothly when the unloading point and the installation spot are decided beforehand. The following points can be checked in a few minutes and save a lot of improvisation on the day.<\/p>\n\n