Shipping policy
Shipping & Delivery Policy
Thank you for shopping with Deye Store. We ship from our European fulfillment center in Sinzig, Germany to EU 27 countries, the United Kingdom, Switzerland, and Norway.
Delivery Timeframes
| Category | Example Products | Processing Time | Delivery Time |
|---|---|---|---|
| Standard Accessories | WiFi Logger, Wireless CT, Smart Transmitter, cables | 1–3 business days | 3–7 business days |
| Large Items | Solar inverters, battery systems, EV chargers (e.g., Smart Wallbox) | 1–3 business days | 7–14 business days |
| Dangerous Goods | Energy storage products (e.g., Balcony Power Plant AE-FS2.0-2H2, Battery Expansion Pack AE-F2.0) | Contact us | Varies (cargo board shipping) |
All timeframes start from the day after order placement. Delivery to remote areas may take an additional 2–3 business days. All shipments include tracking.
Free Shipping
✓ Free shipping on orders over €500 (standard delivery within the EU).
Delivery Options
Standard Delivery
Available for all items not classified as dangerous goods. Tracked shipping with estimated delivery as listed above.
Dangerous Goods (Hazardous Materials)
Standard logistics services are unavailable for dangerous goods due to regulatory restrictions. These items must be shipped via cargo board (air freight or specialized cargo services). Additional fees, documentation, and longer processing times may apply.
Please contact our customer support team before placing an order containing dangerous goods to confirm feasibility and arrange appropriate shipping.
Self-Pickup
Available for any order (including dangerous goods). Pick up directly from our warehouse:
Mosaikweg 28, 53489 Sinzig, Germany
Please contact us in advance to arrange pickup and confirm availability.
What Happens After You Place an Order
-
Order Confirmation
You will receive a confirmation email immediately after placing your order. -
Processing
Your order is prepared and packed within 1–3 business days. -
Shipment Notification
Once shipped from our Sinzig warehouse, you will receive a second email with your tracking number.
Can I Change the Delivery Address After My Package Has Been Sent?
Once the product has started shipping, we are unable to change the delivery arrangement. However, you can cancel the order within 120 minutes and place a new order with the correct details.
Important Notes:
- If the customer cancels the order more than 2 hours after placing it, they will be responsible for the possible return shipping costs.
- If the address provided by the customer is incorrect, resulting in the loss or inability to retrieve the package, the customer will be responsible for the losses. Deye will not change the order or offer a refund.
Important Notes
- Delivery times are estimates and may be affected by public holidays, natural disasters, carrier delays, customs processing, or unforeseen events.
- We are not responsible for delays caused by incorrect shipping addresses or force majeure events.
- Shipping restrictions apply to certain items for safety and legal reasons. If your order includes restricted or dangerous goods, we will notify you promptly.
Contact Us
Questions about shipping? Contact us at: OnlineshopService@deye.com.cn
This policy is subject to change without notice. Last updated: February 2026.
