Shipping policy

1. Shipping Rates & Delivery Time Frame

We offer shipping from our Germany (EU) warehouse and China (CN) warehouse. The fulfilment warehouse depends on product availability. The delivery options, estimated delivery time and final shipping charge available for your order are shown at checkout.

Shipping destinations

Free Standard Delivery: Eligible non-oversized orders with a merchandise value of €99 or more qualify for free Standard Delivery. Express Delivery is charged separately and is not included in the free-shipping offer.

Express Delivery: Express charges are based on destination, fulfilment warehouse and parcel weight, in 1 kg increments up to 20 kg. The exact applicable charge is calculated and displayed at checkout.

Oversized Items: Selected oversized or heavy items do not qualify for free Standard Delivery. A fixed oversized-item delivery charge of €70, €99, €199, €299, €350 or €450 applies according to the item and is displayed at checkout.

Multiple Shipments: An order may be fulfilled from more than one warehouse. For Standard Delivery, the €99 threshold is assessed against the total eligible merchandise value of the order. If an order under €99 requires shipments from more than one warehouse, applicable shipping charges may be combined at checkout. Express charges may also be combined for separate parcels.

2. Important Information Before Shipping

To help ensure a smooth delivery process, please review the following requirements carefully before placing your order:

• Processing and Dispatch Time: Orders are normally processed and dispatched within 3 business days. Delivery estimates shown on this page apply from the date of dispatch, not from the date the order is placed. Orders placed late in the day, during weekends or on public holidays will begin processing on the next business day.
• Accurate Information: Please make sure that your full name, delivery address and valid contact number are entered correctly during checkout. This helps the courier contact you and deliver your order without unnecessary delays.
• Special Requests: If you have any special delivery requirements, please contact us at info@tilta.com for assistance before placing your order.
• Address Corrections: Please double-check your delivery details before submitting payment. If you notice an error after placing your order, contact us immediately. We will do our best to coordinate with the courier, subject to the following limitations:
  • Country Mismatch: If the country through which the order was placed does not match the destination country, the delivery address cannot be modified. You will need to place a new order through the correct country-specific website.
  • Dispatched Orders: Once a package has been dispatched from our warehouse, we cannot guarantee that the delivery address can be changed successfully. Any risks, losses or additional costs resulting from an address change after dispatch must be borne by the customer.

3. Shipping Disclaimers & Delays

TILTA is committed to providing timely delivery. However, delivery estimates are not guaranteed, and TILTA will not be held responsible for delays or delivery failures caused by circumstances outside our reasonable control, including:

• Remote Areas: Delays caused by remote delivery locations or local transportation limitations.
• Recipient Issues: Delays or failed deliveries caused by the recipient, including an incorrect or incomplete address, an unavailable contact number, refusal of delivery or the absence of an authorised recipient.
• Customs & Security Checks: Delays caused by customs inspections, aviation security checks, flight reassignments or the conversion of air transportation to ground transportation.
• Delivery Restrictions: Restrictions at the delivery address, including situations where couriers are not permitted to enter the premises or deliveries are not accepted on weekends or public holidays.
• Carrier Delays: Delays, service interruptions or failed deliveries caused by the carrier or local delivery network.
• Force Majeure: Delays caused by unpredictable, unavoidable or insurmountable events. These may include, but are not limited to, national or regional air or ground traffic controls, communication system failures, government actions, postal policy changes, wars, earthquakes, typhoons, floods, fires, heavy rain, dense fog and other severe weather conditions.

4. Customs, Import Duties & Taxes

Prices displayed on this website are exclusive of tax. Any applicable VAT, sales tax, import tax, customs duty or other government charge will be calculated and displayed at checkout before you complete payment.

Depending on the delivery destination and the warehouse from which the products are shipped, your order may be subject to customs duties, import taxes, VAT or other customs charges.

• Recipient’s Responsibility: Unless otherwise stated at checkout, additional customs clearance charges, import duties, taxes and VAT must be paid by the recipient. These charges are imposed by local authorities and are outside TILTA’s control.
• Varying Customs Policies: Customs rules and procedures vary between countries. Customs inspections may be conducted without advance notice, and we cannot predict or guarantee the amount of any additional charges. Please contact your local customs authority for accurate information.
• Legal Compliance: For international shipments, the recipient may be considered the importer of record and is responsible for complying with all applicable laws and regulations of the destination country.
• Import Requirements: Customers receiving internationally dispatched orders are responsible for providing any information or documentation requested by customs authorities or the courier to complete customs clearance.

5. Order Tracking & Logistics

Order Notifications

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number or tracking numbers.

You can use the tracking link provided in the email to visit the courier’s official website and check the latest status of your shipment.

How to Track Your Order

1. Through Your TILTA Account: Log in to your account on our website and go to My Orders to view the available tracking information.
2. Through Customer Support: Contact our customer service team at info@tilta.com and provide your order number. Our team will help you check the current shipping status.

6. Frequently Asked Questions

Why Is My Order Arriving in Multiple Shipments?

If you receive only part of your order, the remaining items may have been dispatched separately. Orders may be divided into multiple packages for the following reasons:

• Multiple Warehouses: The products in your order are stored at different warehouse locations.
• Weight & Size Limits: Your order exceeds the weight or size limits permitted for a single shipping package.
• Pre-Order Items: If your order includes pre-order products, available items may be dispatched first so that you do not need to wait for the pre-order products to become available.
• Oversized or Special Products: Certain oversized, heavy or special products may need to be dispatched separately due to their packaging or freight requirements.

Does Free Shipping Include Express Delivery?

No. The £99 free-shipping offer applies only to eligible products using Standard Delivery.

If you choose an express delivery option, the full express shipping charge will apply, even if your order qualifies for free standard shipping.

When Does the Delivery Time Start?

Delivery estimates begin from the date your order is dispatched, not from the date the order is placed.

Orders are normally processed and dispatched within 3 business days. Once dispatched, the selected delivery service will follow the estimated transit time shown at checkout.

How Do I Know Which Warehouse Will Fulfil My Order?

The available delivery options shown at checkout indicate whether your order will be dispatched from the EU warehouse or the China warehouse.

Warehouse allocation depends on product availability and may change before dispatch if necessary.

Are Oversized Products Eligible for Free Shipping?

No. Selected oversized, heavy and special products are excluded from the £99 free-shipping offer.

These products are subject to a separate product-specific freight charge, which will be calculated and displayed at checkout.

Will I Need to Pay Customs Duties or Import Taxes?

If your order is dispatched from our China warehouse, it may be subject to import duties, VAT, customs clearance fees or other taxes imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.