Shipping and returns
Here you can see when your parcel arrives, how you send the sample back and what to do if something is not right.
Lieferzeit
The delivery time starts once your payment has arrived and the order is confirmed. Orders placed after 12:00 are processed on the next working day. Working days are Monday to Friday, not counting public holidays.
| Shipment | Deutschland | EU & Europa |
|---|---|---|
| Supplements and products | 1–3 working days | 3–5 working days |
| Diagnostic kits | 2–5 working days | 3–7 working days |
Within Germany €4.99, free from an order value of €50. To the EU and the rest of Europe €6.99, free from €69. The amount is shown in the basket before you order.
We write to you by email. From 14 days' delay you can cancel free of charge and get the full purchase price back.
Get in touch within 48 hours of receipt — with a photo of the damage and your order number.
Return
Two things come back to us: the sample and, if you wish, a product.
Sending the sample back
- The postage-paid return envelope is in the kit. You pay nothing and print nothing.
- Post the sample on the day you collect it, not just before the weekend.
- The envelope is approved for postal transport. You do not need your own packaging.
- The evaluation starts once the sample has arrived at the laboratory.
Returning an item
- You have 30 days from receipt — voluntarily extended; the statutory period is 14.
- Drop us a line and we will sort out the return with you.
- You cover the return postage, unless there is a defect or a mistake on our side.
- Once it arrives we refund to your payment method within 14 days.
Change your order
Text folgt.
Shipping questions
How long does delivery take?
Supplements and products 1–3 working days within Germany, 3–5 working days to the EU. Diagnostic kits 2–5 working days within Germany, 3–7 working days to the EU. The clock starts when payment arrives.
What does shipping cost?
Within Germany €4.99, free from an order value of €50. To the EU and the rest of Europe €6.99, free from €69.
Can I return a test kit?
For 30 days, as long as the hygiene seal is intact. Once you open it, the right of withdrawal ends (§ 312g (2) no. 3 BGB).
What does sending the sample back cost?
Nothing. The return envelope in the kit is postage paid.
My parcel arrived damaged. What now?
Get in touch within 48 hours with a photo of the damage and your order number at contact@ory-berlin.de.