Shipping policy
SHIPPING POLICY
Shipping conditions of Christian Kernchen e.K. | FROOSTY®
1. General Shipping Information
Christian Kernchen e.K. | FROOSTY® ships physical products ordered through the online shop to selected national and international destinations, subject to product availability, destination, product type, technical feasibility and applicable legal, customs or logistical restrictions.
For products available for direct online purchase, the applicable shipping options and shipping costs are displayed before the order is submitted. For AI COLLECTOR’S EDITIONS, individually commissioned artworks and other enquiry-only products, shipping options and costs are quoted individually before a binding order is placed.
Shipping options, costs, processing periods and delivery periods may vary depending on the destination country, product category, format, size, value, packaging requirements and logistical requirements.
Mandatory statutory rights of customers, including consumer rights and statutory rights in the event of defects, remain unaffected.
2. Processing and Delivery Times
Many artworks, Fine Art Prints and editions offered by FROOSTY® are produced, prepared, finished, inspected and packaged individually after an order has been placed. Depending on the respective FROOSTY® category and edition type, individual works may additionally require numbering, hand-signing, preparation of a Certificate of Authenticity or other edition-specific finishing.
Unless a different processing period is stated on the respective product page, during checkout or in the individual order information, the usual processing period before dispatch is approximately 2–3 weeks. Depending on the product, printing process, finishing, edition-specific requirements, drying, curing, inspection or packaging requirements, a different processing period may apply where this is stated for the respective product or order.
The processing period before dispatch is not the same as the total delivery period. For products available for direct online purchase, the delivery period applicable to the order, including processing and transport, is provided on the respective product page, during checkout or in the order information before the order is submitted. The delivery period stated for the respective order is decisive.
If no delivery period has been expressly agreed and no delivery period can be inferred from the circumstances, the applicable statutory provisions apply. If a delay beyond the delivery period stated for the order becomes foreseeable, the customer will be informed without undue delay. Mandatory statutory rights in the event of delayed performance or non-delivery remain unaffected.
Customers will usually be informed by email about relevant processing and shipping steps. Where shipment tracking is available for the selected shipping service, a tracking number or tracking link will generally be provided after dispatch.
3. Shipping Providers
Depending on the destination, product type, shipment value, format and logistical requirements, FROOSTY® selects a suitable professional national or international carrier or logistics partner. The carrier used for an individual shipment may therefore vary.
Routing, transport times, delivery procedures and operational processes after dispatch may be affected by the selected carrier and the destination. The delivery period stated for the respective order and mandatory statutory rights remain unaffected.
4. Delivery Address and Customer Information
When placing an order, customers must ensure that all information required for delivery, particularly the recipient name, delivery address and contact details, is complete, accurate and up to date.
If a shipment cannot be delivered because incorrect, incomplete or outdated delivery information attributable to the customer was provided, additional shipping, return, storage, customs or reshipment costs may arise.
To the extent permitted by law, reasonable additional costs actually caused by incorrect or incomplete information attributable to the customer, unjustified refusal of acceptance or failure to collect or otherwise enable delivery may be charged to the customer. This does not apply to costs caused by FROOSTY®, a carrier commissioned by FROOSTY® or another circumstance for which the customer is not responsible.
Mandatory statutory rights of customers remain unaffected.
5. National and International Shipping
Shipping is available only to the destinations currently served by FROOSTY® and may depend on the product type, applicable shipping restrictions, import or export regulations, customs requirements and logistical feasibility.
An overview of the destinations currently served by FROOSTY® can be found under Shipping Destinations.
Shipments to destinations outside the European Union or another applicable customs territory may be subject to customs duties, import taxes, local taxes, handling fees, customs clearance fees or other charges imposed by customs authorities, carriers or authorities in the destination country.
Unless such charges are expressly shown as included in the price or collected during checkout, customs duties, import taxes, local taxes, handling fees and comparable destination charges are not included in the product price or shipping costs charged by FROOSTY®. Where applicable, they are payable by the recipient in accordance with the laws and regulations of the destination country.
Carriers or customs authorities may contact the recipient directly to request information, documents, customs declarations, payment of import charges or other information required for customs clearance and delivery.
Failure to provide legally required information, complete necessary customs formalities or pay lawfully imposed import duties, taxes or fees may result in delays, unsuccessful delivery or return of the shipment.
To the extent permitted by law, reasonable additional costs actually caused by failed customs clearance attributable to the customer, unjustified refusal of acceptance, non-payment of charges for which the customer is legally responsible or return of the shipment may be charged to the customer. Mandatory statutory rights remain unaffected.
6. Delivery Delays
Delays may occur due to production requirements, drying or curing times, finishing, packaging, customs clearance, carrier disruptions, public holidays, seasonal shipping volumes, weather conditions, strikes, force majeure or other circumstances beyond our reasonable control.
FROOSTY® makes reasonable efforts to process, prepare and ship orders carefully and within the delivery period applicable to the respective order. If a delay becomes foreseeable, the customer will be informed without undue delay where reasonably possible.
The circumstances listed above do not themselves exclude or restrict mandatory statutory rights of customers. Mandatory statutory rights in the event of delayed performance or non-delivery remain unaffected.
7. Transport Risk and Transport Damage
The transfer of transport risk is governed by the applicable statutory provisions. In contracts with consumers, the risk of accidental loss or accidental deterioration of the goods generally passes only when the goods are delivered to the consumer or to a third party designated by the consumer. This does not apply where the consumer independently commissions a carrier or other person not previously named by FROOSTY®. Mandatory statutory provisions remain unaffected.
If visible transport damage is noticed upon delivery, customers are requested to document the condition of the shipment as soon as possible and to retain the product, outer packaging, inner packaging and shipping materials until the matter has been clarified.
Please inform us as soon as reasonably possible at:
Where possible, please include the order number, a short description of the damage and meaningful photographs showing the outer packaging, inner packaging, shipping label, affected area and damaged product.
This information helps us document the damage, clarify the matter with the carrier and process the request efficiently. Failure to provide such notification or documentation does not by itself affect mandatory statutory rights of consumers, including statutory rights in the event of defects.
Further information regarding damaged, defective or incorrectly delivered products can be found in our Refund, Withdrawal and Complaint Information.
8. Unclaimed, Refused or Undeliverable Shipments
If a shipment is not accepted, not collected, refused, cannot be delivered or is returned to us, FROOSTY® will assess the circumstances and contact the customer where necessary to clarify the further procedure.
To the extent permitted by law, reasonable additional costs actually caused by circumstances attributable to the customer, including failed delivery, unjustified non-acceptance, return shipment, storage, customs processing or renewed shipment, may be charged to the customer. This does not apply where the failed delivery or return is attributable to FROOSTY®, a carrier commissioned by FROOSTY® or another circumstance for which the customer is not responsible.
Mere refusal to accept a shipment or failure to collect it does not by itself constitute an unequivocal declaration of withdrawal. The exercise of a statutory right of withdrawal and the allocation of direct return costs following withdrawal are governed exclusively by the applicable statutory provisions and the Refund, Withdrawal and Complaint Information.
Mandatory statutory rights of customers remain unaffected.
9. Collection by the Customer
Collection by the customer is generally not available for logistical reasons unless expressly agreed otherwise in an individual case.
10. Contact
If you have any questions regarding your order, shipping, delivery, transport damage or other shipping-related matters, please contact us: