Fast Customer Help via FAQ's
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Together with our cooperation partners, it is possible to deliver to 31 different countries (Tier 1 countries). Where exactly and more details can be found here in our Shipping Methods and Locations.
*Please note – For destinations outside mainland countries and on public holidays, shipping may take longer than normal.
The order is now being processed. The desired item is selected in the warehouse, packed and then handed over to the transport company (duration usually 1-5 working days).
Fast processing is important to us. Depending on availability, the order processing takes place usually in 1-5 working days and is handed over to the dispatch department. Delivery usually takes approx. 5-15 working days, or long-distance delivery can also take approx. 30 working days. More details find here our Shipping Methods and Locations.
Every time an order is passed on to the transport company, the associated tracking number is automatically sent to you by email. For shipment tracking please use the following service provider »17TRACK«. This gives you the opportunity to check your whereabouts at any time.
During the ordering process there is the possibility to create a customer account. The advantage of this is, that you can access your data at any time and, if necessary, contact our customer support regarding your purchased item. Here you can log-in/sign-up.
No, changing the delivery address is not possible, but you can cancel the order. Please follow these cancellation policy instructions.
No, changing an order is not possible, but you can cancel it. Please follow these cancellation policy instructions.
Depending on the order, item size and availability, a maximum of 3 different items can be sent together in one package. However, it is usually common for a package to be delivered for each order.
In principle, no credit card details are stored in our shop. During the payment process, these are transmitted to the respective payment provider and used for this purchase.
From a certain shop sales volume, purchases made to private customers are subject to sales tax. As soon as sales tax is due on a purchase, it will be displayed.
Sometimes it happens that an item is out of stock and is therefore not immediately available for purchase.
If you are still interested in this article, then simply add it to your wish list (only for registered users).
In the shop overview you can see the product pictures and to the right of them a heart to add the product to the wish list. You can also find this in the article view, directly below the article description.
You will be notified as soon as we have the articles available again.
If you need to swap an item
Returns and Exchanges
Go to our “Cancellation Policy” website and follow the instructions in the “Revocation/Withdrawl” section to transmit and clarify your situation.
Note: In an associated form, if you click on “Select an option” in the subject, a menu will appear where you can find the main options: Revocation of goods + withdrawl” “Revocation of digital content + withdrawl.
As soon as we have your information, we will immediately take care of the matter and inform you accordingly. You will then receive corresponding instructions within the support ticket you have created.
Go to our “Refund and Returns Policy” website and follow the instructions there to submit and resolve your issue.
NOTE: In an accompanying form, if you click on “Select an option” in the subject, a menu will appear where you can find the main options: “Refund and return a product”, “Message to exchange a damaged or defective product on arrival”, “Message to exchange an incorrect delivered product on arrival”, “Notification of a missing product in the package/order”. Fill out the fields and submit the form for further processing by our customer service.
As soon as we have your information, we will immediately take care of the matter and inform you accordingly. You will then receive corresponding instructions within the support ticket you have created.
Please read the refunds and returns Policy first and then contact our customer support before proceeding with a return.
In your support ticket you will then receive further instructions and information on how and where the return of the delivery of goods will be processed.
Your concern is important to us, and we will try to help you as soon as possible, but before contacting us, please first use our FAQs for quick assistance!
Our customer support can be reached on weekdays (Mon-Fri) from 9 a.m. to 5 p.m. CET (UTC + 1) and answer your customer inquiries.
For general issues and questions before your purchase (pre-sales), please use our contact form.
If you have any questions about your purchased items (after-sales), then please use our customer service ticket system and create a service ticket there.
General queries answered
General and Policies
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period is 14 days from the day the contract is concluded. A revocation must be made in writing. Please follow these cancellation policy instructions.
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase or received the goods, we can’t offer you a full refund or exchange. Please check here our full refund and returns policy.
You can shop anywhere, but it is also important to know the seller’s terms and conditions. Here are our terms and conditions.
Your data protection is important to us, but we also need some data from you in order to be able to handle business processes. Here you will find our privacy policy according to GDPR.
