FAQ - Frequently Asked Questions
Orders & Purchases
How do I place an order on your website?
How do I place an order on your website?
You can place an order by browsing our shop, selecting the products you want, and adding them to your cart. Once you’re ready, proceed to checkout, enter your shipping and payment details, and confirm your order.
Can I change or cancel my order after it’s been submitted?
Can I change or cancel my order after it’s been submitted?
Orders are processed quickly, so we may not be able to make changes once submitted. If you need to modify or cancel your order, please contact our support team immediately with your order number.
Do I need to register an account to complete my purchase?
Do I need to register an account to complete my purchase?
No, you can check out as a guest. However, creating an account allows you to track your orders, save addresses, and enjoy faster checkout for future purchases.
How do I know if my order has been successfully placed?
How do I know if my order has been successfully placed?
After completing your purchase, you will receive an order confirmation email with your order details. You can also check your order status in your account if registered.
How can I apply a discount code or promo during checkout?
How can I apply a discount code or promo during checkout?
If you have a valid discount code, enter it in the designated field at checkout before completing your order. The discount will automatically be applied to your total.
Some discounts are applied automatically at checkout. If you encounter any issues or a code is not recognized, our support team is ready to assist you immediately.
What should I do if my payment is declined or fails at checkout?
What should I do if my payment is declined or fails at checkout?
First, check that your payment details are correct and that your card has sufficient funds. If the issue persists, try another payment method or contact our support team for assistance.
Can I receive an order confirmation or invoice by email?
Can I receive an order confirmation or invoice by email?
Yes, every order comes with an email confirmation. A detailed invoice is included for download or can be sent upon request.
Returns & Exchange
How can I return a product?
How can I return a product?
You can return items by contacting our support team within the return period. We’ll provide you with instructions and a return shipping label if applicable.
What is your return policy?
What is your return policy?
We accept returns within 14 days of delivery for unused, undamaged products in their original packaging.
Do I need to pay for return shipping?
Do I need to pay for return shipping?
Return shipping costs are the responsibility of the customer unless the item is defective or we made an error. In such cases, we provide a prepaid return label.
What if my item arrives damaged or defective?
What if my item arrives damaged or defective?
If your item is damaged or defective, please contact our support team immediately with photos of the issue. We will provide a replacement and cover all shipping costs.
When will I receive my refund?
When will I receive my refund?
Refunds are issued after we inspect the returned product. It typically takes 3–5 business days for the amount to appear on your original payment method.
How long does it take to process a return?
How long does it take to process a return?
Once we receive your returned item, processing usually takes 5–7 business days. You will receive a confirmation email once your refund or exchange has been processed.
Shipping & Tracking
Do you ship internationally?
Do you ship internationally?
Yes, we ship to most countries worldwide. International shipping times and costs will be calculated during checkout.
How long does delivery take?
How long does delivery take?
Delivery times vary depending on the destination:
• Germany: Standard shipping usually takes 1–2 business days.
• Austria, Netherlands, Switzerland: 2–3 business days.
• France, Spain, Italy & other EU countries: 3–4 business days.
• UK, USA & all other non-EU countries: 4–5 business days.
Please note that these delivery times are estimates. In rare cases, delays may occur due to customs clearance or factors beyond our control.: 4-5 business days
Please be aware that these are the usual numbers but it can happen that customs authorities could cause a delay
How much does shipping cost?
How much does shipping cost?
Shipping costs depend on the delivery method and destination. You can see the exact cost at checkout before completing your order.
What should I do if my order is lost or delayed?
What should I do if my order is lost or delayed?
If your order hasn’t arrived within the expected delivery time, please contact our support team with your order number. We will investigate with the carrier and update you.
Can I track my order?
Can I track my order?
Yes, once your order is shipped, you will receive a tracking number via email. You can use this to follow your package until it arrives.
What should I do if my tracking number isn’t working?
What should I do if my tracking number isn’t working?
Sometimes tracking updates take 24–48 hours to appear. If your tracking number still doesn’t work after this period, contact our support team for assistance.
Can I change my delivery address after placing an order?
Can I change my delivery address after placing an order?
Changes to the delivery address can only be made before the order is shipped. Please contact our support team immediately if you need to update your address.
What happens if I am not home when my package arrives?
What happens if I am not home when my package arrives?
If you are not available at the time of delivery, the carrier may leave a notice or attempt a re-delivery. You can also arrange an alternative delivery or pick-up location with the carrier.