FREQUENTLY ASKED QUESTIONS

General

How can I cancel my order? Send us an email to support with your order number and the reason for cancellation. You will then immediately receive a cancellation confirmation via email. If your order is already on its way to you, cancellation is no longer possible. ch.

I haven't received (partially) my order. What should I do? In most cases, the order is still on its way to your home. If this isn't the case, please contact our support team. You can find the contact details below under "Help and Support."

I'm having problems with my order. What can I do? The best thing to do is contact our support team and describe your problem. We'll help you further.

FREQUENTLY ASKED QUESTIONS

Shipment

Which countries do you ship to? We currently ship our products exclusively to Germany and Austria. We are currently working on shipping our products throughout the EU. This will be possible in the near future.

Quick tip: There are various online services that allow you to send the package from Germany to Switzerland, for example. Our support team will be happy to help you.

Which parcel service provider will you use to ship my parcel? The service provider is chosen individually, depending on the address your parcel is being delivered to. We always choose the best option for your address.

How long will it take to ship my order? You can find more information about shipping in our shipping information.

FREQUENTLY ASKED QUESTIONS

Returns and credits

Will I get a full refund if I return the item? After we receive and inspect your product, you will receive a confirmation of receipt via email. This email will also inform you about the returned items and the amount we will credit you. Please note that the refund may take a few business days.

How long can I exercise my right of return? You have the right to return your order within 30 days of receiving it, without giving any reason. Personalized items are excluded from the right of return.

Who covers the shipping costs for returns? You are responsible for the return shipping costs yourself. You also have the option of choosing a parcel service provider and whether or not you want to insure the package.

How do I return my product? Once you notify us of the return, we will review your request. We will then approve the return and send you an individual return form to the email address you provided to.