What's the status of my order?
With our Standard shipping option, it usually takes 1-3 business days after receiving your order until it is handed over to our carrier. With our Express shipping option we ship all orders received before 11:00 am (on weekdays) on the same day.
As soon as your order has been dispatched, you receive a shipping confirmation email with a tracking link. For shipments to Germany, you will receive your order within 2-4 working days (Express: 1-2 working days).
If you have a customer account, login to check the status of your order (until shipping).
Can I track my order?
Yes! You will receive a direct link to your tracking in your shipping confirmation. Simply click on the link to view the up-to-date tracking for your order.
Please note that it might take some time after receiving the link, until the status of your order has been updated on the website of the carrier.
How do I cancel my order?
If you have a registered account simply click on "My account" and then click on "cancel order". You will be seeing a list with all your orders which haven't been dispatched yet. Select the order you'd like to cancel and click on "Cancel order". Once you've clicked on it, the following message will appear: "Your order is being canceled, please wait a moment. Please do not reload or close this page." If the cancelation of the selected order is possible, the message "The order was canceled successfully." will be displayed in green. The amount of your canceled order will be refunded to the account or credit card used for the purchase. Please note that the processing of refunds of credit card orders may take longer depending on the credit card’s issuer. However, if you paid your order via Bank Transfer as payment method, please contact us via our Helpdesk selecting "Order cancellation" as a contact reason.
If, however, the message "The order can no longer be canceled" is displayed in red, it means that our logistic partner has already received, picked and packed your order and, unfortunately, the cancellation is no longer possible.
In case you do not have a registered account, click on “Cancel my order” in the footer of our website. Once the page is loaded insert your email address, the order number and click on “Cancel this order”. If the cancellation of the selected order is possible, the message “The order was canceled successfully.” will be displayed in green.
If you have canceled an order which was paid via credit card, Paypal, Klarna, Amazon Pay or Przelewy24 (Mollie) the amount will be directly refunded to the account or credit card used for the purchase. Please note that the processing of refunds of credit card orders may take longer depending on the credit card’s issuer.
In case you have selected Bank Transfer as payment method and you already processed the bank transfer, please contact us via our Helpdesk selecting “Order cancellation” as a contact reason.
If, however, the message “The order can no longer be canceled” is displayed in red, it means that our logistic partner has already received, picked and packed your order and, unfortunately, the cancellation is no longer possible. Please note that if you placed your order within the last 10 minutes and got the message “The order can no longer be canceled”, we kindly ask you to try again later as the order might have not reached the system of our logistic partner yet.
How can I change or correct the delivery address for my order?
If you need to change or correct your delivery address, please contact us immediately via our Helpdesk selecting "Edit shipping details" as contact reason.
Please be aware that we can change or correct your delivery address only if your order is not yet packed and on the way to you.
Can I modify the products in my order after it has been placed?
Sadly no! Once your order is placed and imported to our system we have no ability to edit it or make any changes for you.
I did not receive an order confirmation after placing my order.
As soon as your order is placed an order confirmation with the summary of your order will be sent to the email address you have provided. Please also check your spam folder!
If after a few hours, you still have not received you order confirmation please contact us via our Helpdesk selecting "Order status" as contact reason.
I did not receive a shipping confirmation yet.
Once your order is shipped from our warehouse and on the way to you, you will receive a shipping confirmation to the e-mail address you provided when placing your order. Please also check your spam folder!
In the shipping confirmation email you will also receive all relevant information to track your order. You can simply click on "Follow my order" to land on the Order summary page. Just below the map which shows your delivery address, you can see with which carrier you order has been shipped and its tracking number. Click on the tracking number and you will be automatically redirected to the respective page of the shipping service provider to read through all the parcel status updates.
If you need further assistance with your order, please contact us via our Helpdesk selecting "Order status" as contact reason.