Frequently asked questions
You'll find everything you need here. And if not, contact us directly
Order process
Is delivery to a Packstation possible?
It is not a problem if you enter a DHL Packstation as a different delivery address.
Technical problems occurred during the ordering process. What to do now?
If this problem occurs, please send us a short email to [email protected] in which you describe the problem. Please include your browser and security software, as well as the device on which the error occurred. We will then get back to you as soon as possible to resolve the problem for you.
The payment process could not be completed. What do I do next?
Please check that all the checkboxes for the declaration of withdrawal and the terms and conditions are ticked. If you have chosen to pay by credit card, you should also check whether the credit card has a secure code.
Can I subsequently delete an item from my order or change a size?
If the goods have not yet been dispatched, we can of course also change individual items from the order for you at a later date. You can reach us using the contact details provided.
I have not received an order confirmation. What do I do now?
Please always check your spam/junk mail folder. As the filter reacts differently for each mailbox, it may end up there instead of in your inbox. If you still haven't received an email, simply contact us and we will be happy to help you.
Delivery
When can I expect a delivery?
We ship from Monday to Friday with DHL. All orders received by 9 a.m. are processed and dispatched on the same day.
I arranged the bank transfer yesterday. Have you received the payment?
Please note that the processing time can take up to three working days from the time of transfer. You will not receive any separate notification from us as to whether the payment has been received.
Will I receive a tracking notification for shipment tracking?
You will receive a notification from our shipping service provider about the shipment of your goods. (please check your spam folder)
The status of my tracking notification has not changed for days. What should I do now?
Should there ever be a problem with the delivery, please contact us immediately. We will then initiate an investigation with DHL and send you a replacement delivery if necessary.
The consignment could not be delivered or I did not receive a recipient card. What do I do now?
If you have not received a recipient card or tracking notification, please contact us so that we can check our system to see where your parcel is.
Returns
When will I get my money back for the return?
A refund will be made within 14 days after the return has been received in our warehouse.
I have not yet received any information as to whether the parcel has been received. How can I find out?
Please check the consignment number of your return bill in advance to see if it has been delivered. We do not send any notification from our system as to whether the return has arrived or a refund has been arranged.
I have not received a refund after more than 14 days. What now?
If you have not received a refund within 14 days, please contact us and we will check your request immediately. Please note that PayPal refunds are not transferred to your bank account, but only to your PayPal balance. For credit card refunds, it depends on the booking intervals of your provider when the refund is posted.
I don't have a returns label in my parcel. How do I get a new one?
Please contact us by email so that we can send you a return label without any problems.
