FAQ - Frequently Asked Questions

Here you will find the right answers to frequently asked questions.

How do I redeem my bonus points?

The bonus points are automatically deposited in your customer account. You can redeem the points for the respective purchase 30 days after the order.

How to get your bonus points:

1. Log into your customer account.
2. Select all items you would like to order and place them to your shopping cart.
3. Proceed to checkout.
4. In the Discounts field enter how many bonus points you would like to use and click 'Apply'.

The total amount is automatically offset against the bonus points.

SHIPPING & RETURN

How do I return a package?

If you want to return your package within the 30-day right of return, you will receive a link for a return slip from us by email on request.

Enclose the delivery note with the package and, if possible, write down the reason for the return.

Pack the item securely for shipping and stick the label on the shipping carton.

Do I have to pay the shipping cost myself?

Within the right of return (30 days), the return of parcels is free of charge. You will receive a link for a prepaid return slip from us by email. After these 30 days or in the case of shipping by a forwarding agent, the buyer must pay for the return costs himself.

How long does it take to process my return?

The processing of the return can take up to 10 working days, depending on the current volume of returns.

How do I get my money back?

Once we have received the return, we will continue to process it.

Basically, you will get the amount back in the same way that you paid. If this is not possible, you will receive an email from us in which we will ask for the desired bank details for the refund.

If you have ordered via an external marketplace such as Amazon or Ebay, you will be refunded the amount paid via the respective platform.

COMPLAINT

How do I complain about my received goods?

If you receive an item damaged or with defects, please email us with a description of the defect, your order number and pictures that clearly document the defects.

Where are the goods sent?

It always depends on what you are complaining about, often the manufacturers handle the complaints themselves. It's best to send us a short email and we'll tell you where to go straight away.

How do I exchange an item?

If you would like the item in a different size or colour, please re-order. As soon as we have received the return package, we will refund you the amount of the original order.

CHANGE OF ADDRESS & PACKAGE TRACKING

How can I change my address?

Just contact our customer service by email or by phone. If the package has not yet left our warehouse, we will be happy to change the address directly. If the package is already on its way, you can change your delivery address directly via the tracking link. If you have any problems, we will of course be happy to contact parcel service provider for you.

How can I track my package?

After the goods have been dispatched, you will receive an email with a tracking link so that you can track the package.

What to do if the package doesn't arrive?

If you can no longer track your package or the tracking shows no movement of the order, contact the parcel service provider or us directly. Preferably by phone or email.

CANCELLATION

How do I cancel my order?

If you would like to cancel your order, please send us an email with your cancellation request. If cancellation is no longer possible, it is best to refuse to accept the package and it will be returned to us automatically.

MY ACCOUNT

How can I delete my account?

Log in to your customer account. A red bar "Delete customer account" appears on the right. Or send us an email asking you to delete your customer account.

How can I change data in my customer account?

Log into your customer account in the shop. You can change the data there as you wish.

Do I have to create a customer account to order?

No, you can also order as a guest. Place the desired items in the shopping cart, enter your delivery and billing address and uncheck "Create new customer account".

I forgot my password, now what?

Go to the "Login" button in the online shop. And click "Forgot Password" on the left. Enter your email address and you will receive a link via email to reset your password. You are also welcome to contact us by phone or email.

PAYMENT

How does credit card payment work?

Put the items in the shopping cart, go to the checkout and choose the desired payment method. When paying by credit card, you will be forwarded securely and can enter your data. If you enter this, the purchase amount will be debited once.

How does payment via pre bank transfer / SOFORT transfer work?

Put the items in the shopping cart, go to the checkout and choose the desired payment method. With the pre bank transfer payment method, you will receive an order confirmation with all the necessary data such as account holder, bank, IBAN, BIC and reference (order and customer number). As soon as we receive the amount, you will receive the invoice and the order will be shipped.

When paying SOFORT transfer, you will be forwarded directly to Klarna (SOFORT transfer) via the online shop.

How does payment via PayPal work?

Put the items in the shopping cart, go to the checkout and choose the desired payment method. With the PayPal payment method, you will be forwarded directly to PayPal via the shop and can complete the payment there.