Do you have any questions? Simply contact us at the following number: +49 30 403 672 360
Frequently asked questions
Before the purchase!
Once you have registered, a user account will be set up for you, which you can access at any time via the "My account" field. After successful registration you can access your order history, change billing and delivery addresses or subscribe / unsubscribe to the newsletter. In addition, further orders can be placed easily and without having to re-enter your personal data.
If you have forgotten your password, you can simply use the "Forgot password" function in your user account.
Within Germany and the EU we deliver with the standard shipping of DHL or UPS.
All orders are continuously transferred to our shipping center. The order is normally handed over to DHL or UPS within 24 hours. As soon as your order is ready for delivery and waiting for the parcel service to pick it up, you will receive a notification by email.
For domestic shipping to Germany and shipping to Switzerland, Italy and Austria, we use the service provider DHL, in some cases we reserve the right to send by UPS.
Shipping takes place within 1 to 3 working days. The countries Russia and Switzerland are exceptions, as delays can occur due to customs clearance. For more information, please see our Shipping instructions.
We deliver within Germany and other EU countries, we deliver free of charge from a minimum order value of 40.00 EUR. For a minimum order value of 60.00 EUR, there are no shipping costs for Switzerland and EU countries outside the EU - otherwise there are no shipping costs in Europe of between 2.90 EUR and 7.90 EUR. For more information, please see our Shipping instructions.
After you have ordered from us in the online shop, you will receive your order confirmation by email. If you haven't received it within an hour, this could be for the following reasons:
- Did you enter the wrong or a different email address?
- Did the email end up in the SPAM folder of your email account?
- The order was not successfully completed. Please check in your user account under "My orders" whether the order has been booked into our system. If this is not the case, place the order again.
If none of the cases described apply, please wait a day. You will usually receive another notification about your order within this period. If this is not the case, please contact our customer service.
In order to guarantee fast delivery times, your order will be processed and dispatched within the shortest possible time. For this reason, subsequent changes to your order can no longer be made.
You are also welcome to process your order with the purchase on account. Here we work with the payment service provider Klarna. This has its own internal criteria for releasing an order. If the order was sent with payment, you have to confirm your data in a separate window.
If Klarna does not enable you to purchase on account, this can be done for several reasons, the best thing to do is to contact Klarna directly. The support is very helpful and can explain in more detail why your payment was not approved.
You can reach Klarna Support at this number: 0221 669 501 10