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Frequently Asked Questions

Top questions

Items up to 30 kg shipping weight are delivered by DHL. Due to the size and weight of our parcels, delivery cannot be made to pack stations.
Items weighing more than 30 kg are delivered by freight forwarder DB Schenker. The freight forwarder will arrange the delivery with you e.g. DB Schenker will phone you to arrange a delivery date. Delivery by a freight forwarder is only free as far as the kerbside.
The shipping time is 4-7 working days. One to three days before delivery, a DB Schenker agent will contact you by phone to arrange delivery.
On special request, we will be happy to provide you with the contact details of your local branch. Delivery by a freight forwarder is only free as far as the kerbside.
For parcels up to 30 kg, after you place your order you will receive an email from DHL containing your tracking ID. For shipping by a freight forwarder / DB Schenker, please request the tracking ID by sending an email to info@gartendekoparadies.de or by completing our contact form.
Unfortunately, we cannot guarantee 100% that figures won’t suffer damage during the long delivery process. If your figure is damaged during delivery, we will be happy to replace it free of charge. Simply send an email to info@gartendekoparadies.de with a photo of the damage.
IMPORTANT: Please do not send the damaged item back to us as a return will further increase the financial cost to us. Please dispose of the figure after receiving your replacement delivery.
Under certain circumstances, your order (e.g. stone lanterns, children's figures on a bench) may be sent in several packages. Please wait 1-2 days for all the packages to arrive.
To ensure that your order arrives safely, we use special foam packaging. The material contains no dangerous components and should be recycled if possible.
You can dispose of the foam packaging, along with the plastic film, via the yellow bin provided by your local waste disposal company, yellow rubbish sacks or by taking it to a recycling centre. If you do not have access to any of these options, in principle you can also dispose of the packaging in household or commercial waste. Please recycle the box in the cardboard recycling.

Ordering

You can use the "Search term" field to search for the item you are looking for. It will then be displayed directly. Enter the name of the item or (if known) the item number.
Place the desired item in your shopping cart. Now you can enter the number of items you want.
Green – desired number of items available
Yellow – fewer than 3 items in stock
Red – out of stock = item is currently not available
If you order from us online, after the “Checkout” field you will see a selection mask with three options. You can order without registering, order and register as a customer, or log into your existing customer account.
We only ship to the following countries:
Germany, European Union member states and Switzerland
→ Add or link shipping information here
For parcels up to 30 kg, after you place your order you will receive an email from DHL containing your tracking ID. For shipping by a freight forwarder / DB Schenker, please request the tracking ID by sending an email to info@gartendekoparadies.de or by completing our contact form.

Payment

We offer our customers a choice of payment options. The following payment methods are possible:
  • PayPal
  • PayPal Plus (credit cards, direct debit)
  • Amazon Pay
  • Prepayment
We are a very small company, so unfortunately you cannot purchase on account. Alternatively, payment can be made in advance (bank transfer), or via PayPal, PayPal Plus (credit card, direct debit) and Amazon Pay.
When you place your order, the data provided is transmitted to us in encrypted form using SSL certificates. This means that your order and payment details are always protected.
You can only collect your order after a telephone consultation. Please inform us of your wishes by sending an email to info@gartendekoparadies.de or by completing our contact form.
Gift vouchers can be issued after a telephone consultation. Please inform us of your wishes by sending an email to info@gartendekoparadies.de or by completing our contact form.

Delivery and shipping

Items up to 30 kg shipping weight are delivered by DHL. Due to the size and weight of our parcels, delivery cannot be made to pack stations.
Items weighing more than 30 kg are delivered by freight forwarder DB Schenker. The freight forwarder will arrange the delivery with you e.g. DB Schenker will phone you to arrange a delivery date. Delivery by a freight forwarder is only free as far as the kerbside.
The shipping time is 4-7 working days. One to three days before delivery, a DB Schenker agent will contact you by phone to arrange delivery.
On special request, we will be happy to provide you with the contact details of your local branch. Delivery by a freight forwarder is only free as far as the kerbside.
We usually ship on the first working day after receipt of payment. The shipping time varies depending on the day of the week. You can expect a delivery time of 1-3 days. For delivery by freight forwarder, the shipping time is 4-7 working days.
Yes. Please advise of a different delivery address when you order.

Complaints

Depending on the model, the stone lanterns may be delivered in several pieces (for example, the giant pagoda). If necessary, a tube of silicone will be included in your order for gluing the parts together. Please look at the detail page or if you are unsure, simply send an email to info@gartendekoparadies.de or complete our contact form.
Under certain circumstances, your order (e.g. stone lanterns, children's figures on a bench) may be sent in several packages. Please wait 1-2 days for all the packages to arrive.
Unfortunately, we cannot guarantee 100% that figures won’t suffer damage during the long delivery process. If your figure is damaged during delivery, we will be happy to replace it free of charge. Simply send an email to info@gartendekoparadies.de with a photo of the damage.
IMPORTANT: Please do not send the damaged item back to us as a return will further increase the financial cost to us. Please dispose of the figure after receiving your replacement delivery.
For parcel goods weighing under 30kg
We are happy to bear the cost of the return shipment by DHL. Please let us know that you wish to make a return by sending an email to info@gartendekoparadies.de or by completing our contact form. You will then receive a DHL return label free of charge.

For freight forwarded goods weighing over 30kg
You bear the direct costs of the return shipment via the freight forwarder. In Germany the minimum cost is € 75.00. Therefore, please contact us to agree the process in detail. Please let us know that you wish to make a return by sending an email to info@gartendekoparadies.de or by completing our contact form. We will then organise the return shipment through the freight forwarder in consultation with you.
To ensure that your order arrives safely, we use special foam packaging. The material contains no dangerous components and should be recycled if possible.
You can dispose of the foam packaging, along with the plastic film, via the yellow bin provided by your local waste disposal company, yellow rubbish sacks or by taking it to a recycling centre. If you do not have access to any of these options, in principle you can also dispose of the packaging in household or commercial waste. Please recycle the box in the cardboard recycling.

Personal Data

In your customer account, go to the top right-hand corner and click on the "Manage personal data" tab to edit your data. Go to the “Delivery addresses” tab to add and edit invoice and delivery addresses.
Go to the login page and click on the "Forgotten your password?" field. You will be prompted to enter your email address. We will then send you a link to reset your password.
The security of your data is very important to us and is a top priority for us. You can find out more in the Privacy section.

Further questions

You can consult our GTCs here.
The easiest way to clean stone figures is with a pressure washer or a brush with clean water. Do not use chemical additives such as detergents or cleaning agents.
Unfortunately, we currently do not offer gift wrapping.