Frequently Asked Questions
Welcome to our FAQ Page
Customs & Fees
All orders are shipped from Germany. For this reason there are no customs duties or import taxes within the EU.
Outside the EU these may apply.
For deliveries, e.g. to Switzerland, customs duties are usually only due from a value of goods of approx. 150€. However, it is important to note that an import sales tax must still be paid.
The customs duties go 100% to the customs of the respective receiving country & must be paid by you.
If you have returned your package to us in the proper manner, we will refund the purchase amount within 14 days after receipt of the goods. The amount will be credited to your account using the payment method you used for your order.
There are no return vouchers. The buyer bears the costs of returning the goods.
In order to assign the return to your order, we ask you to attach the revocation form.
After receipt of your order, it will be processed directly in our warehouse so that your package arrives as soon as possible. Therefore changes of address are only valid within the first 30 minutes.
*This is only valid on weekdays, during our opening hours.
Unfortunately, it is not possible to cancel or change orders, as they are forwarded directly to our warehouse. We would like to keep our promise of fast delivery and therefore, for system technical reasons, we cannot cancel orders after they have been received.
If you do not like your selection, you are welcome to return it and reorder the desired items.
You have placed an order but have not received an order confirmation?
- Did you enter the correct e-mail address?
If this should not be the case, we can simply change your e-mail address and send you the order confirmation again.
- Have you checked your Spam/Junk folder?
It may happen that our order confirmation has ended up in your spam/junk folder. Please check this folder.
In the rare case of a wrong delivery we ask you to follow these steps:
- Please contact our customer service and send photos of the incorrectly received item.
According to the tracking system your package should have arrived, but you did not receive it and can't find it anywhere?
Please contact our customer service department:
If you have received a package with a defective item from us, please contact us no later than two days after receiving the goods and provide the following information:
- Order number
- Photo of the defective product
As soon as we have received all information from you, we will immediately send you a new package and inform you about the further procedure regarding the defective product.
Please contact our customer service immediately*. You will then receive all further information from our support.
*at the latest 72h after receipt of the package. In this case a later complaint is no longer possible.
As soon as your parcel has left our warehouse, you will receive a shipping confirmation from us by e-mail or SMS.
In this email/SMS you will find all the information you need to track your parcel.