Help & information
FAQS
Day 1
Unfortunately, it is not possible to ship to a packstation. Please choose a different address.
Can I change the shipping address of my order?
Accidentally enter the wrong shipping address? Please contact our customer care team as soon as possible. We will try our best to get our hands on the package before it leaves our warehouse. Keep in mind that as soon as the order has been processed completely, we can’t make any changes anymore.
My package hasn't been delivered yet, where might it be?
It might be possible that the estimated delivery time has changed, or that you accidentally entered the wrong address. The estimated delivery time didn’t change and is your address correct? Please check your email again to see if you received a message from the shipping company. The package may have been delivered to a pick-up point or a different address, or your delivery window may have been rescheduled.
Can I change my order?
Once an order is placed our team processes your order directly to ensure the quickest delivery. If you wish to change your order, please contact us immediately.
Once your order is processed, changes can no longer be made.
Once your order is processed, changes can no longer be made.
Returns
Do i have to pay for the return costs?
We offer different return policies depending on the country of delivery. Possible return costs will be deducted from the refund.
Can I exchange an item?
No, unfortunately, this is not possible.
If you are sure you want to receive a new item, it is best to order a new item right away.
If you are sure you want to receive a new item, it is best to order a new item right away.
Have you received my returned order?
Once we have received your return, we will arrange a refund within 14 working days after receipt of your return. The return costs will be deducted from the total refund. If you haven’t received any information after 14 working days after receipt in our warehouse please contact our customer care team.
When will I receive my refund?
You will receive your refund within 14 working days after we have received your return. We will refund your money using the same payment method you originally paid the order with.
Payments
Which payment methods are available?
We offer all payment options.
My payment has failed. What to do?
If your payment failed after you went through the payment procedure, you’ll get a notification. There are a few things you can try: deleting your cookies and cache data, using a different browser, or trying to use a different payment method. Still no luck? Please contact our customer care team.