Waiting for the order to arrive

When will my order arrive?

The estimated delivery time depends on the shipping method and your location. As a rule, shipping takes 3-7 working days. Once your order has been shipped, you will receive a tracking number.

How can I check the status of my order?

You can view the current status of your order in your customer account under “My orders”. You will also find the tracking number there

My order has not yet arrived, what should I do?

Please check the shipment tracking first. If the status does not change for some time or the parcel is delayed, please contact our customer service. We will be happy to help you.

Why is the shipment of my order taking longer than expected?

Sometimes there may be delays due to high demand, weather conditions or problems with the shipping service provider. We ask for your understanding and will work to deliver your order as quickly as possible.

What happens if I am not at home when the delivery is made?

As a rule, the delivery person leaves a notification card and attempts delivery again on another day. Alternatively, the parcel is left at a collection point or with a neighbor.

Order & Payment

Which payment methods are accepted?

We accept various payment methods, including credit card (Visa, MasterCard), PayPal, Sofortüberweisung and Klarna. The available options are displayed in the checkout.

Is payment on your website secure?

Yes, we attach great importance to security. All payments are processed via encrypted connections and your data is fully protected.

Can I change or cancel my order at a later date?

As long as your order has not yet been dispatched, it may be possible to make changes or cancel. Please contact our customer service as soon as possible.

I have paid but have not received an order confirmation - what should I do?

Please check your spam folder. If you have not received an e-mail, please contact our customer service with your payment confirmation so that we can check the process.

Can I place an order on account?

Yes, with Klarna it is possible to purchase on account - if available and approved. The option will appear at checkout if it has been approved for you.

After the sale

What can I do if my product has arrived damaged?

Please contact our customer service within 7 days of receiving the goods and send us photos of the damaged item. We will find a solution as quickly as possible.

How does the return or exchange of an item work?

You can return or exchange items within 14 days of receipt, provided they are unused and in their original packaging. Please request a return label via our returns portal.

Who bears the return costs?

As a rule, the customer bears the costs for the return shipment. However, if the item is faulty or has been delivered incorrectly, we will of course bear the return costs.

When will I receive my refund?

Once we have received and inspected your return, we will refund the purchase amount within 5-7 working days via the original payment method.

My product has a defect after some time - what now?

Please contact our customer service with your order number and a description of the problem. Depending on the case, we will check whether a repair, replacement or refund is possible.

Reimbursement

How can I apply for a refund?

To request a refund, please send a return request via our returns portal or contact our customer service with your order number.

How long does it take until I receive my refund?

Once we have received and checked your return, the refund will be made within 5-7 working days via the original payment method.

Will I get a full refund?

Yes, you will receive a full refund, provided the item is unused, in its original packaging and returned within the specified period. A deduction may be made for damaged or used items.

Will the shipping fee also be refunded?

The shipping costs will only be refunded if the return is due to an error on our part (e.g. incorrect or defective item). Shipping costs will not be refunded for voluntary returns.

I have not yet received a refund - what should I do?

Please check your bank or PayPal account first. If you have not received a refund after 7 working days, please contact our customer service for clarification.