Shipping policy

Last updated: 30 August 2026

At Oplenza, we work with reliable courier partners to deliver your order safely and as quickly as possible. The following information explains our processing times, estimated delivery times, tracking, customs charges, and return procedures.

Business Days and Public Holidays

Orders are processed Monday through Saturday, excluding German public holidays observed by our fulfilment centre.

Orders are not processed or dispatched on Sundays or applicable German public holidays. Orders placed on these days will be processed on the next business day.

Order Processing

Standard orders generally require 1–2 business days to be processed, packed, and prepared for dispatch.

Processing may take longer during product launches, promotions, holidays, periods of exceptionally high demand, or circumstances outside our reasonable control.

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

Express Shipping

Express orders placed before 12:00 PM Berlin time, Monday through Saturday, will typically be processed and dispatched on the same day.

Express orders placed after 12:00 PM, on Sundays, or on German public holidays will normally be processed on the next business day.

Same-day dispatch is not guaranteed during high-volume periods, and the express-delivery timeframe displayed at checkout begins once the parcel has been accepted by the courier.

Estimated Delivery Times

The following delivery times are estimates and generally apply after your order has been dispatched:

Destination	Estimated delivery time
Germany	2–4 business days
Other European countries	5–8 business days
International destinations outside Europe	7–14 business days

Processing time is additional to the estimated delivery time.

Delivery times are estimates only and cannot be guaranteed. Customs clearance, severe weather, courier disruptions, public holidays, remote delivery locations, incorrect address information, and other circumstances outside our control may cause delays.

Shipping Costs

Available delivery methods and their applicable costs are displayed at checkout before you complete your purchase. Shipping costs may vary depending on the destination, parcel size, order value, and selected delivery method.

Tracking Your Order

Once your order has been dispatched, you will receive a confirmation email containing a tracking link.

Please allow up to 1–2 business days for tracking information to appear or update on the courier’s website. A delay in tracking updates does not necessarily mean that the parcel has not been dispatched.

If your tracking information has not updated for several business days or your estimated delivery period has passed, please contact us at service@oplenza.de.

Customs Duties and Import Charges

For deliveries outside the European Union, the recipient may be required to pay import duties, customs fees, taxes, or handling charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product or shipping price and are the customer’s responsibility. Oplenza cannot determine or control charges imposed by customs authorities.

If a parcel is refused or left unclaimed because customs charges have not been paid, any return transportation costs, customs charges, or other fees incurred may be deducted from the refund where permitted by law.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Please contact service@oplenza.de as soon as possible if you notice an error. We will try to update the address before dispatch, but changes cannot be guaranteed once an order has entered processing or has been handed to the courier.

If a parcel is returned because of an incomplete or incorrect address, refusal of delivery, or failure to collect the parcel, the customer may be responsible for the cost of reshipping it. If a refund is requested, return transportation costs may be deducted where permitted by law.

Delayed or Missing Deliveries

If your parcel has not arrived within the estimated delivery period, please:

1. Check the tracking information provided in your dispatch confirmation.

2. Check with household members, neighbours, reception areas, and any designated safe location.

3. Contact the courier for further delivery information.

4. Contact us at service@oplenza.de if the parcel still cannot be located.

Oplenza will work with the courier to investigate missing deliveries. For deliveries protected by applicable consumer law, Oplenza remains responsible for the parcel until it has been delivered to you or to a person designated by you.

Damaged Parcels, Defective Products, or Incorrect Items

If your parcel arrives damaged, or you receive a defective or incorrect item, please contact service@oplenza.de as soon as possible.

Include your order number, a description of the issue, and clear photographs of the parcel, shipping label, and affected product where possible. Please retain the product and original packaging until we have reviewed your request.

When an item is confirmed as damaged, defective, or incorrectly supplied, Oplenza will provide an appropriate solution in accordance with applicable consumer law. This may include replacement, refund, price reduction, or reimbursement of the necessary return costs.

Package-Forwarding Companies

If you choose to have your order delivered to a package-forwarding company, Oplenza remains responsible for the parcel until it is delivered to the forwarding address provided with your order.

Oplenza is not responsible for loss, damage, mishandling, or additional charges arising after confirmed delivery to the forwarding company. This does not limit your rights regarding damage, defects, or loss that occurred before delivery to that address.

Returns and Exchanges

Germany and European Returns

If you change your mind about your Oplenza order, you may notify us of your decision to return eligible products within 14 days of receiving the order.

To begin a return, contact service@oplenza.de with your order number and the items you wish to return. We will provide the return address and instructions.

Returned products must be:

• Unused and untested;

• In their original condition and packaging;

• Complete with all accessories, gifts, and promotional items; and

• Returned with any hygiene seals or protective seals intact.

For health and hygiene reasons, sealed cosmetics and personal-care products cannot be returned once their seal has been removed or broken, where the product is no longer suitable for resale.

This exclusion does not apply when a product is defective, damaged, or incorrectly supplied.

Return Shipping Costs

For change-of-mind returns, customers are responsible for the direct cost of returning the products.

Complimentary prepaid return labels are not provided. Where we are able to supply a return label for convenience, the cost of that label may be deducted from your refund. Please contact service@oplenza.de before sending your return.

Oplenza will cover the necessary return costs when a product is confirmed as defective, damaged, or incorrectly supplied.

We recommend using a tracked return service. Oplenza cannot be responsible for a return parcel that is lost before it reaches us.

Refunds

Once your withdrawal request and returned products have been received, we will process the applicable refund to the original payment method.

For eligible withdrawals within the European Union, the refund will include the product price and the cost of the least expensive standard delivery method offered for the order. Additional charges paid for express, premium, or other upgraded delivery methods will not be refunded.

We may withhold the refund until we have received the returned products or you have supplied evidence that they have been sent back, whichever occurs first.

Customers may be responsible for any reduction in value resulting from handling beyond what is necessary to inspect the nature and characteristics of the products.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Exchanges

Exchanges are subject to product availability. Please contact service@oplenza.de before returning an item you wish to exchange.

If the requested replacement is unavailable, we may issue a refund instead. Customers may be responsible for return and reshipping costs for change-of-mind exchanges.

Returns Outside Europe

We do not generally offer change-of-mind returns or exchanges for orders delivered outside Europe.

This restriction does not exclude any mandatory rights available under the laws applicable to the customer. If an international order arrives damaged, defective, or incorrect, please contact service@oplenza.de for assistance.

Order Changes and Cancellations

If you wish to change or cancel an order, contact service@oplenza.de immediately. We will try to accommodate your request, but cancellation or modification cannot be guaranteed once processing has begun.

Oplenza reserves the right to refuse or cancel an order in cases including suspected fraud, payment failure, inventory errors, incorrect pricing, delivery restrictions, or other legitimate operational or legal reasons.

If Oplenza cancels an order after payment has been collected and the cancellation was not requested by the customer, the amount paid will be refunded in full.

Changes to This Policy

Oplenza may update this Shipping & Returns Policy from time to time. Any revised policy will be published on our website with an updated revision date.

The policy in effect when an order is placed will generally apply to that order, subject to mandatory consumer law.

Contact Us

If you have any questions regarding shipping, delivery, returns, or exchanges, please contact:

Oplenza Customer Service
Email: service@oplenza.de