Frequently Asked Questions

When will I receive my order?

 

We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you you will receive tracking information along with information of the estimated delivery date, via email. You should receive your order 1-3 business days thereafter. Packages are not transported on weekends and local public holidays. Kindly note that the estimated delivery times (1-3 business days) are estimates and may vary due to external factors outside of The Tiny Universe’s and its courier’s, control. These factors may include but are not limited to, extreme weather conditions, technical failures, customs delays, etc.

 

I have received the wrong product/size or items are missing – what do I do?

If you receive your package, and it is not as you ordered, please contact us immediately. We will do everything we can to correct our mistake as promptly as possible.

 

Can I pick up my package from a pick-up point?

Absolutely. All you need to do is contact DHL with your tracking-ID and request them to deliver your package to your nearest DHL Office. Your package will be in a secure location where you can pick it up at your own convenience.

 

I haven’t received my package yet – what do I do?

If you have received your tracking-ID, we urge you to directly contact your local DHL Office; DHL will have more accurate information on the status of the delivery.

If you have not received your DHL tracking-ID, please contact our customer service and we will look into this for you, immediately.

 

Can I have my order shipped to an alternative address, different from my invoice?

Yes, you are able to fill out a different delivery address than your invoice address in the checkout process and choose ”Ship to different address”. Note that the alternative delivery address must be in the same currency/country as your invoice address. If you pay through PayPal, make sure to double check the address stated in your account.

  

Can I trace my order?

In the delivery note for your order you will receive a tracking-link via our partner Unifaun that is connected to your local forwarding agent. This link will provide you with information on the status of your order in terms of delivery.

 

Is shipping free of charge?

Shipping costs apply, unless otherwise stated. Costs may be subject to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country. The Tiny Universe does not collect any VAT, import duties and/or taxes on orders to countries outside the EU. This is a fee levied and collected by your local government. For more information regarding additional fees levied by your local government, we suggest that you contact your local DHL office or local customs office.