SHIPPING AND DELIVERY
Here are answers to the most common questions we receive regarding orders.
If you are curious about our terms and conditions, receiving confirmations, or about other related topics, you will hopefully find the answers here.
Shipping within the EU is carried out by UPS or DHL. In addition to standard or express shipping, you have the option of choosing between the two shipping companies. International shipping outside of Europe is not offered at this time. Your parcel will be delivered on working days, therefore Saturday delivery is not possible. Please understand that during promotional periods, delivery may take longer than usual. As soon as your order leaves our warehouse, you will receive a corresponding shipping confirmation by e-mail. For orders paid in advance, dispatch will only take place after receipt of payment.
The delivery time is 3-6 working days for standard shipping and 1-2 working days for express shipping (for orders placed before 12:00) - for both UPS and DHL. Any orders placed after 12:00 can therefore only be processed the following day. Orders after 12:00 will be processed the following working day.
UPS Standard - 8,00 EUR
UPS Express - 20,00 EUR
Your UPS packages are shipped 100% climate neutral with UPS carbon neutral - at no additional cost to you.
DHL Express - 20,00 EUR
Your DHL packages are shipped 100% climate neutral with DHL option GoGreen - at no additional cost to you.
SHIPPING TO DHL PARCEL SHOP
You can select the nearest DHL parcel shop during the order process under "send to a packstation". Enter the desired destination address and see immediately which pick-up station is located in your vicinity. This service is of course free of charge for you.
This is how you pick up your parcel
You will be notified by e-mail or SMS as soon as your parcel is ready for collection at the UPS or DHL parcel shop of your choice. You have 7 working days to collect the parcel.
HOW CAN I TRACK THE SHIPMENT OF MY ORDER?
As soon as your order leaves our warehouse, you will receive an automatic shipping confirmation by e-mail. With the hyperlinked shipment number which updates with each query, you can track the shipment status at any time. You can also check the status of your order as well as the shipping status of your package in your customer account.
I HAVE NOT RECEIVED MY ORDER YET
Please note that there can always be short delays for various reasons. You have received a tracking number with the shipping confirmation. Click on the tracking number to check the current delivery status of your consignment. If there is no estimated time or other information requiring action, please contact our customer service.
Should the delivery not have been successful according to the tracking information, please check whether the carrier has left a message in your mailbox. Usually, there will be up to 2 further delivery attempts on the following working days.
I HAVE NOT RECEIVED ALL THE ITEMS I ORDERED
Please check the details on your order confirmation and your email inbox for further notifications. You may have already been informed by our customer service that the item is no longer in stock and has therefore been cancelled or that there has been a delay in delivery. If you have not received any notification of a missing item, please contact our customer service.
I HAVE RECEIVED A WRONG ITEM
We are sorry that your order contained an wrong item. Please inform and contact our customer service to discuss further action. Please have the article number of the wrong item ready. After receipt of your return, a credit note or replacement delivery will be made as agreed. In this case you will get a prepaid return label from our customer service so you don´t have to pay for the return.
I HAVE RECEIVED A DAMAGED ITEM
We are sorry that your order was not faultless. If an item delivered by us is damaged or not in order in any way, please contact our customer service immediately. Please understand that, especially in the case of such feedback, we require corresponding pictures of your complaint in advance to check the facts so that damage on your part can also be ruled out immediately. Please understand that we need pictures of your complaint in order to check the facts of the case, so that we can immediately exclude any damage on your part.
If the damage is due to a damaged package, please also send us photos of the damaged packaging, as we must claim this damage from our shipping partner. As soon as we have received the item and it has been checked, we will issue a credit note or make a replacement delivery as agreed. In the event of a justified complaint, our customer service will send you a prepaid return label so you don´t have to pay for the return shipment. You can then return the article with the reason for return "Damaged item received".
Note: Unannounced returns with this reason will be thoroughly checked by us for truthful complaints. Please note that the individual processes are recorded internally and can be easily traced. Customers who make unjustified accusations (self-induced complaints) are blocked by us and must also reckon with legal consequences.
YOU WOULD LIKE TO CHANGE YOUR DELIVERY ADDRESS AFTERWARDS
Please check if your personal details in your customer account are up to date before placing an order. You have accidentally entered a wrong, incomplete or even an old address and would now like to adjust the delivery address? In principle, the delivery address for completed orders cannot be changed later. If you have not yet received a shipping confirmation, we usually still have the possibility to correct the address for you. Please contact our customer service immediately via the hotline or by e-mail. If your package is already on its way to you and it cannot be redirected at DHL or UPS, an unsuccessful delivery will come back to us as a return.