FREQUENTLY ASKED QUESTIONS

What are the benefits of a user account?

Upon registration, a user account will be set up for you, which you can access at any time via the “My account” box. After successful registration, you can access your order history, update your billing and shipping addresses. You can also easily place further orders without having to re-enter your personal details.

I’ve forgotten my username/password, what should I do?

If you have forgotten your username/password, you can simply use the “forgotten username/password” link.

Shipping

How long will it take for my order to be despatched?

All orders are despatched within 2 days. You will receive a notification e-mail with the shipment tracking link as soon as your order is ready for despatch. We do not currently ship on weekends.

How long does delivery take?

Your order will be delivered within 1-5 business days.

What are the delivery costs and to which countries do you deliver?

Please see our delivery page for delivery destinations and costs.

When you purchase

Order process

I haven’t received an order confirmation.

Once you have placed an order in the online shop, you will receive an order confirmation via e-mail. If you haven’t received this within one hour, this might be for one of the following reasons:

Did you perhaps enter the wrong e-mail address?

Has the e-mail ended up in the spam folder of your e-mail account?

The order wasn’t completed successfully. Please check in your user account under “My orders” whether the order has actually been entered into our system. If it hasn’t, please submit the order again.

If none of the above apply, please wait for another day. You will receive another notification concerning your order within this period of time. If this doesn’t happen, please feel free to contact our Customer Service team.

Can I change my order subsequently?

If necessary, please try and email or call through to our customer service team as soon as possible if your order needs to be changed, as when your order has progressed to being despatched it will not be possible to change.

Payment options

Can I also pay with PayPal?

Yes, you are able to pay with PayPal at checkout.

After you purchase

Order status

Where is my package?

As soon as your order has been packed and is ready to ship, you will receive an e-mail notification. This notification will tell you that your package has been shipped and give you a tracking number. The tracking number will only become active once the parcel service provider has picked up and scanned your package. If the label for your package has been created after the daily collection, you will see movement in shipment tracking link only after collection on the next working day.

Cancellation

How long do I have to cancel my order?

The cancellation period is 14 days from the date on which you receive the goods. If you wish to cancel, please contact our Customer Service team in advance. It will no longer be possible for us to refund the purchase price after this deadline has passed.

Returns

Who bears the costs of the return?

If you would like a refund, you will need to bear the cost of returning the goods.

Has my return been received?

We will email you upon receipt of your order being received and that it is in good condition.

When will I get my refund?

Once we have processed your return (within 10-14 business days), we will refund the amount immediately via the means of payment you originally chose. If you chose to pay by credit card, it may take up to four weeks (depending on the credit card company) for the refund to be credited to your account.

Incorrect delivery or fault

What should I do if the product I receive is wrong or faulty?

If you get the wrong delivery or a defective item, please contact Customer Service. We will then send you the correct item or an item that is in perfect condition as soon as possible. So that you can return the incorrect or faulty item, you will receive a return slip by e-mail from DHL (please also check your spam folder). Please print this out and attach it to the parcel. Now you will be able to post it free of charge at the post office.

For all queries and questions not answered by our FAQs, then please head on over to our Contact Us page, where you will be able to telephone, email and even post to our Customer Care Team.