FAQs

Our support team is always happy to help you with any questions about our products or order processing - for quick help, we have listed the most frequently asked and important questions below.

Frequently Asked Questions

What payment methods are available?

We accept a variety of payment methods, including PayPal, Apple Pay, Google Pay, MasterCard, Visa and American Express, as well as others.

Security is our top priority: Your payment details are protected by state-of-the-art SSL encryption and compliance with international security standards. We work with reputable financial partners who use advanced security measures such as multi-factor authentication and fraud detection to process and store your information securely. Your sensitive data is not stored on our servers, so you can store with us with peace of mind.

What shipping options are available?

All available shipping options for your delivery country will be displayed during checkout, along with their corresponding prices. For an up-to-date overview, please see our shipping policy.

How long is the shipping expected to take?

Depending on the shipping option you choose and the delivery country, you will receive an estimated delivery time during the checkout process. You can find more up-to-date information in our shipping policy.

How can I check the status of my order?

You can use our shipment tracking to see the status of your shipment.

Should this not work for individual orders, our support team will be happy to assist you and help you locate your order.

Can I change or cancel my order afterwards?

Once an order has been confirmed, it cannot be edited or canceled before delivery.

We therefore cannot guarantee changes made after an order has been placed. Should an error occur during the purchase process, please do not hesitate to contact us via our chat, email, or WhatsApp and provide us with all relevant information. Our support team will do their best to assist you.

Where can I find the return and exchange policy?

We know that plans sometimes change, or you realize that the product in question is not the right one after all.

Therefore, we offer various exchange and return options; you can find all the information about this under Returns.

What do I do if my order arrives damaged?

If your delivery arrives damaged, it is important that you unpack the package in the presence of the delivery person to ensure that the goods are undamaged. Please document the process with photos. If the package shows obvious damage and is nevertheless accepted, the transport company is not liable. In this case, we cannot accept a return. Your diligence when receiving the delivery and documenting any damage is crucial to ensuring a smooth process.

Please contact our support team in any case; they will be happy to assist you with any questions.

How are returns handled?

Further information on route processing can be found under Returns. You can manage your return yourself via our returns portal - please have your order number and postcode ready.

If you have any questions about your return, please don't hesitate to contact our support team. We're happy to help with any questions you may have.

How can I contact customer service?

We are here to answer all your questions about our products or your order.

Our customer service is available from Monday to Friday from 10:00 to 17:00 via email or Whatsapp.

We strive to respond to all inquiries within 60 minutes during our opening hours. Your request is important to us, and we are ready to provide you with the best possible service.