Help / FAQ
1. In which countries can I order online?
Currently you can order in the following countries online: Germany, Belgium, Luxembourg, Netherlands, Austria.
2. In which languages can I surf?
We currently offer the languages German, English and Dutch.
3. Do you offer “sold out” items again?
Feel free to add the item to your "wish list" and you will automatically receive an email notification when the item is available again.
4. Is there a minimum order amount?
A minimum order value does not exist.
5. What are the delivery costs?
The costs for shipping to Belgium, Luxembourg, Netherlands and Austria amount to 6.90 €.
6. Which payment methods are available?
You have the option of using PayPal, Credit Card, Amazon Payments, and iDEAL (only in Belgium and the Netherlands).
7. Can I find out about the status of my order?
Yes, if you have an account you can check your current order status. You will receive a shipping confirmation and a tracking number, which allows you to track the shipment until it reaches you.
8. Do I have a right to return my order?
Yes, you can return ordered items within a period of two weeks. Please use the attached return form. If you do not have a return form at hand, you can get a new form via email or a phone call: email@example.com or +49 38874 899 688. Please use the enclosed shipping label for the return of the items and send the package exclusively to our proposed shipping partner.
9. Do I have return costs?
No, the return is free of charge. Please use the enclosed return form and shipping label. If you do not have a return form at hand you can get a new form by emailing firstname.lastname@example.org or calling +49 38874 899 688.
10. How can I exchange my order?
You can exchange your ordered items into a different size. Enter your replace wish in the return form and we keep you posted via e-mail if the item is available or not. For questions regarding your exchange, please contact our service team at: email@example.com or +49 38874 899 688.
11. Is my order already on the way?
You will receive a shipping confirmation when the package has left our warehouse. In the shipping confirmation you will find a tracking number to track the status of your order at any time up to its arrival.
12. Which shipping methods are available?
In principle, we ship the orders within Germany via DHL, within Austria and Luxembourg via UPS and within Belgium and the Netherlands via Post NL.
13. How can I redeem a voucher?
In the payment process you have the possibility to enter a coupon code. The value of your order will be automatically reduced according to the voucher amount/discount.
14. How can I restore my password if I forgot it?
In "My Account" you have the option "forgot your password” button. Once you have entered your email address, you receive an email notification and you can choose a new password.
15. How do I get my refund?
Once the return has been accepted, the purchase price will be refunded to you via the same payment method you selected for your purchase.
16. How can I get a new return form?
Send an email to firstname.lastname@example.org or call our service team+49 38874 899 688.
17. Can I define a different delivery address?
Yes, during the purchase process you may enter a deviating delivery address.
18. How do I unsubscribe from the newsletter?
Click the link at the bottom of your newsletter where it states "If you no longer wish to receive this newsletter, click here". You will automatically be deregistered.