FAQ

Shipping & Delivery

Which shipping methods are available to me?

We offer you to send your goods by DHL standard shipping or DHL Express (in Germany and Austria):

Standard shipping: The delivery time within Germany is usually 1 to 2 working days and in Europe usually 2 to 3 working days. Our parcels are sent exclusively with DHL from our warehouse in Germany.

Express shipping: In Germany and Austria, we offer shipping with DHL Express as an option for orders from Monday to Thursday - by 2 pm at the latest. If you order with DHL Express, your order is guaranteed to be delivered on the next working day, as long as the ordering day is not a public holiday. The costs are 9.90 € for shipping to Germany and 12.90 € for shipping to Austria - regardless of the order amount.

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Can I have my goods delivered to a packing station?

Yes, you have the option of having your order delivered to a German Packstation. This option is only available in Germany.

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Delivery times - how long does it take to receive my order?

The delivery time is usually 1 to 2 working days within Germany and 2 to 3 working days in Europe. Our packages are sent from our warehouse in Germany exclusively by DHL.

The order will be processed within 24 hours - provided the goods are available in stock. If an ordered item is not available, we will reorder it in consultation with the buyer upon request and send the complete order together.

Orders received by us before 12:00 noon (Mo. - Fr.) are usually dispatched on the same day, provided they are in stock.

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What are the shipping costs?

Shipping costs worldwide:
We ship free of charge within the European Union as well as to Switzerland and Liechtenstein for orders of 150 € or more.

Outside the EU, Switzerland, and Liechtenstein we ship free of charge from an order value of 250 €.

Please have a look at the category shipping costs and select a country you would like to have delivered to. This will tell you the shipping costs for an order value of less than 150 € or 250 €.

Shipping costs Germany:
Within Germany and Austria we offer free shipping for orders over 49€.

Shipping costs Germany

Order amount

Shipping costs

Up to 49 €

3.95 €

From 49 €

Free of charge

Shipping costs Austria

Order amount

Shipping costs

Up to 49 €

5.90 €

From 49 €

Free of charge

 

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Can customs duties be imposed?

Deliveries to non-EU countries are subject to additional customs duties, taxes, and fees. You can find more information on customs duties, for example, under this link and on import turnover tax under this link and, specifically for Switzerland, under this link.

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Can I track my order?

As soon as your parcel is dispatched, you will receive a dispatch confirmation including the progress of the shipment by e-mail from us. With the consignment number you can track the progress of your order at any time. We will also inform you about the current status of the parcel proactively via e-mail. You can unsubscribe from these e-mails at any time.

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I have received an article that I have not ordered. How do I proceed?

You have received an incorrect article instead of the one you ordered?

We are very sorry - we did not want to inconvenience you.

Please contact our customer service department either by email or by phone on weekdays from 8.30 to 17.00 on the following numbers to discuss the exact procedure:

Phone worldwide: +41 41 511 85 00

DE: 05521 855

CH: 041 511 85 00

AT: 0720 51 44 95

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I have received a damaged package. How do I proceed?

We are sorry if you have received a damaged parcel. In case of a complaint or a damaged article, we ask you to send us at least 2 to 3 meaningful pictures of the defective article. We will forward your complaint to our complaints department for further examination after receiving the photos and will then contact you with a solution. Please send the photos by e-mail to our customer service.

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I have not received my parcel - what can I do?

Please track your shipment with DHL using the tracking number provided in the shipment confirmation. Possibly the shipment was left with a neighbor or directly with DHL for collection. If this is not the case, please contact our customer service by e-mail or by phone on weekdays from 8.30 am to 5 pm on the following telephone numbers:

Phone worldwide: +41 41 511 85 00 

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

Customer Service will then set up an investigation order with DHL if necessary. In such cases you will of course receive a replacement delivery immediately.

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How can I change the delivery address?

Before sending your order, you can easily change the delivery address yourself under "Delivery address".

Did you forget to update the delivery address when you placed your order? No problem! Simply contact our customer service either by e-mail or by phone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

In case the goods are not yet being shipped, we can change the address for you immediately.

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Can I still change my delivery address after I have shipped?

As soon as the ordered goods are in preparation for dispatch or have perhaps already been dispatched, we can no longer change the delivery address.

The consignment has been handed over to the delivery service provider for delivery to the selected delivery address and we no longer have access to it.

If, after unsuccessful delivery attempts, the item is returned to the sender as a postal return, we will be happy to offer you a new delivery. To do so, please contact our customer service either by e-mail or by telephone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

Please note that we need about 6 to 8 working days after receipt of the returned order until the item is sent on its way again.

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