FAQs

Orders

Do I need to register to order a product?
No, there is no need to register to make an order in the online shop.

Can I place an order via phone or e-mail?
No, orders can only be made via the online shop.

How can I check the status of my order?
Once you have placed your order, you will receive a confirmation e-mail from us. As soon as this order leaves our warehouse, you will be notified by e-mail. If you have any questions regarding your order, please contact our customer services team, who will be happy to help.

Can I change or cancel my order?
No, unfortunately orders cannot be changed or cancelled once confirmed. However, once you have received your order, you can of course return it for a refund.

Will I get a copy of the receipt?
Yes, your parcel will include a receipt.

The item I want is out of stock, when will it be back in?
We endeavour to achieve quick delivery times on all products, but unfortunately we cannot always estimate when a specific product will be back in stock.

Can I preorder or reserve a product?
No, reservations are not possible.

Can I order a voucher / gift card?
No, gift vouchers/cards are not available to order at present.

Delivery

Which countries does the online shop deliver to?
You will find an overview of all countries on the page Shipping costs.

How long does the delivery take?
See page Shipping costs for full details of delivery times.

How much does the delivery cost?
See page
Shipping costs for full details of delivery charges.

Do you offer Express delivery?
No, delivery via DHL Express is not possible at present.

Is it possible to deliver the product to another address? (e.g. a packing station)
Yes, you can provide a different address for delivery – including a Packstation self-service kiosk.

Can I track my delivery?
Yes, you can track your order. You can do this via a link included in your dispatch confirmation. This link allows you to see where your order is at any given time.

What happens if I am not in when the delivery arrives?
The courier will, as usual, make multiple delivery attempts or leave the parcel with a neighbour.

What should I do when the ordered product is defect or damaged?
In this instance, please send your order back to us. For important information on returns, please see here.

Payment

Which payment methods are accepted in the online shop?
The online shop gives you a choice of the following payment options: Credit card (Mastercard, Visa) and PayPal.

Is the payment secure?
Yes, all payments are collected using the latest technological security standards.

Will I get a copy of the receipt?
Yes, your parcel will include a receipt.

Can I also pay with a coupon code in the online shop?
Yes, you can also use a coupon code as payment in the online shop. Simply enter the code at checkout. The discount is applied straight away. Coupon codes are subject to validity periods and, in some cases, specific restrictions. These are described within the relevant promotion. For more information go to the page general coupon conditions.

Returns & Refunds

How can I return my order?
For full details of our returns policy and a quick guide to our free returns system, please see here.

How long can I return my order?
You can return your order within 14 days.

Can I return articles that have been personalized?
No, personalised goods (e.g. engraved items) are excluded from our returns policy.

Will the delivery costs also be refunded when I return my order?
Yes, even the delivery costs are refunded on returned goods.

When will I receive my refund?
We process refunds as soon as possible upon receipt and inspection of the returned goods.

 

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