FAQ - frequently asked questions
Shipping & Delivery
Where is my package?
Delivery time of your order
You'll find the estimated delivery time in both your order summary and the order confirmation you receive via email. Please note that this may vary depending on the items selected and the shipping method.
Why hasn't my order been shipped yet?
We need some time to prepare your order for shipment. We typically ship within 48 hours, but certain items or peak periods may take a little longer.
Can I still change the delivery time or location?
Yes, that's possible! Our shipping partners will send you an email in advance with the delivery information. This allows you to choose a parcel shop as your pickup location or adjust the delivery date, for example.
What happens if I'm not home when the delivery is first attempted?
If you're not at home, the tracking information will inform you whether your package has been left with a neighbor or at a branch. In some cases, a second delivery attempt will be made.
My package hasn’t arrived yet – what now?
Please check your tracking information first – the package may have been left with a neighbor. If the shipping status hasn't changed in five days and you haven't received the package, please contact us. You can find our contact details below.
What shipping options are available?
Shipping costs and delivery
Within Germany, standard shipping is free for orders over €25.00 and is carried out in a climate-friendly manner using DHL GoGreen.
In all other cases, shipping costs may apply – you can see the exact costs in the checkout area.
The estimated delivery time for your order will be displayed in both the order summary and the order confirmation email. Please note that this may vary depending on the items selected and the shipping method.
For deliveries within Germany, you can select express shipping for €15 at checkout. Your package will then usually arrive within 1–2 business days.
Delivery is made from Monday to Saturday by our partners DHL or DHL Express. You can also see the estimated delivery time directly when you complete your order.
Where will it be delivered to?
To your desired address
Contactless delivery & delivery options
Our shipping partners offer contactless delivery. You will receive an advance notification of your package and can, for example, select a preferred drop-off location in front of your door.
Additionally, you have the option to change the delivery day if you are not at home on the scheduled date.
What are the costs for delivery or returns?
Delivery
Standard shipping to Germany: free for orders over €25.00
Return
From Germany: €4.90
What do I do if I ordered to the wrong address?
If you've already ordered but the delivery address is incorrect (or you want to change the color or size), you'll need to cancel the order. You can do this up to 30 minutes after your order has been received—unfortunately, no later than that.
If you have a customer account with us, you can easily cancel your order yourself:
- Go to the order in question in your profile.
- Click on the “Cancel order” button.
- Your order will be automatically canceled and the purchase price will be refunded via your chosen payment method.
I received a damaged shipment.
We are sorry if your package arrived damaged.
👉 You can submit your damage report here .
Are the items okay?
If only the packaging is affected and you want to return something, you can simply use a different packaging. Please use the return documents from our returns portal – this will ensure the return is sent to the correct address.
Please understand that we cannot replace damaged shipping materials.
payment
Why can't I use my preferred payment method?
Possible reasons:
- Delivery and billing addresses do not match (e.g. at DHL Packstations).
- Name and address could not be found (typo, move, marriage).
- There is still an outstanding amount from another order.
- The credit check by external credit agencies does not allow this payment method.
What can I do?
Check open orders or payments and settle them if necessary.
Check and correct delivery and billing addresses.
Please note: Our customer service cannot activate payment methods or understand why a particular option isn't available to you. We review each order again, so your preferred payment method may be available again with your next order.
When will my return be refunded?
refund
Your return will always be refunded using the same payment method you used for your order.
When will I receive confirmation?
Once we receive your return, we will inspect the returned items. Please note that this may take up to 10 business days before you receive confirmation.
How do I get a copy of the invoice?
The invoice
You will find your invoice in the order confirmation we sent you by email.
If you no longer have the email, simply contact us using the contact form – we will be happy to resend the invoice to you.
What payment methods are available?
We offer the following payment methods:
- Paypal
- Klarna purchase on account or Klarna instant purchase
- Credit card / debit card