Frequently Asked Questions (FAQ)

Order and Payment

Which payment methods can I use?

You can pay with [PAYMENT METHODS]. The payment is encrypted via [PAYMENT SERVICE PROVIDER]; we do not see your card data.

Can I still change my order?

As long as it has not been shipped, usually yes. Write to us as soon as possible with your order number at [EMAIL ADDRESS].

I did not receive an order confirmation.

Please check your spam folder first. If there is nothing there, write to us — often only a typo has crept into the email address.

Shipping and Delivery

How long does delivery take?

To Germany usually [X–X] business days from shipping. All delivery times and countries can be found in our shipping policy: [LINK TO SHIPPING POLICY].

Why does my order come in multiple packages?

We ship from different warehouses. If the packages arrive separately, nothing is missing — they are just on different paths.

Where is my package?

With the shipping confirmation, you will receive a tracking number. If the tracking has shown nothing new for [X] business days, please contact us.

Do I have to pay customs?

[ONLY IF TRUE] No. All prices include VAT; for deliveries within the EU, you do not pay anything extra upon delivery.

Return and Refund

Can I return an item?

Yes. You can withdraw within 14 days of receipt without giving reasons — most easily via 'Withdraw Contract' [LOCATION]. How it proceeds after that is in our return policy: [LINK TO RETURN POLICY].

When will I get my money back?

At the latest 14 days after your withdrawal, in the same way you paid. We can withhold the refund until the goods are with us or you prove the return.

My item arrived damaged.

We are sorry. Please send us photos and your order number to [EMAIL ADDRESS] — we will send you a replacement or refund the purchase price.

Contact

How do I reach you?

By email to [EMAIL ADDRESS]. We usually respond within [X] business days.