frequently asked Questions
Why can't I order on account?
If you have problems with Klarna Payment's payment method, please make sure that all of these criteria are met
- You have to be over 18 years old to purchase on account
- The address you entered must be the address under which you registered
- You have exceeded the maximum invoice payment amount. Turn aroundand Klarna.
- You gave wrong information.
- Klarna has not approved your credit. Contact Klarnaorchoose another payment method with us.
Why can't I pay with the card?
Make sure you entered the correct information. You may have entered the wrong security code. Check your code at the online bank or contact your bank.
Do I have to pay shipping costs?
Since customer satisfaction is our number one priority, we currently offer free worldwide shipping.
🇩🇪 Free shipping with tracking number
🇦🇹 Free shipping with tracking number
Shipping is currently 3-5 working days.
If you have any questions or problems with your order, we are available around the clock via email:email@example.com.
Are there any customs duties?
For German customers there are no customs fees upon arrival of the package.
Where is my order located?
Your package will be delivered within three working days, you can get your package at any timeherefollow up.
If you have any questions or are still unsure where your package is, you can contact us at any time via email and our staff will provide you with information accordingly.
Returns & exchanges
Satisfying all of our customers is very important to us, which is why our items are well tested and also well packaged. So if your item does not fit the size or if it arrives damaged (due to our mistake), please contact us by email:firstname.lastname@example.org
Our exchange policy lasts 14 days from the day your package was delivered. To be eligible for an exchange, your item must be unused and in the same condition in which you received it. We make the process so easy and convenient for you. Please email us for details on shipping costs and exchange instructions. Please note that we do not currently offer refunds.
Read ourGrössentabelleto make sure you are ordering the correct size.
If you have an inquiry about your order, don't hesitate to contact us at email@example.com. We are happy to help you!
I received the wrong item. What should I do?
In the rare case of a wrong delivery, please note the following steps:
Please contact our customer service and send photos of the incorrectly received item.
We will of course send you the right product. Completely free of charge and free of charge.
I received a defective item. How do I proceed?
If you have received a package with a defective item from us, please contact us no later than two days after receiving the goods and provide the following information:
- Order number
- Photo of the defective product
- Photo of the damaged package - should the package be damaged.
(Important: Please keep the box, as we may have to pass it on for assessment)
As soon as we have received all the information from you and they match, we will send you a new package immediatelyand tell you how to proceed with regard to the defective product.
Please do not try to fix the error yourself, as the guarantee will expire as soon as we can no longer prove the original error.
Delivery information - Covid-19
Your health and safety are our top priority! ♥
Hygiene measures in our warehouse
The highest hygiene standards apply in our department stores. This also applies to your package and the products you have ordered. So you can order from us without hesitation.
Hygiene measures during delivery
Our shipping partners also adhere to the officially prescribed health and hygiene standards and safety precautions. A handover can take place without contact.
How do I add a discount code to my order?
We have put together an explanation with a picture for you. You can just gohierclick on it to look at this explanation.
When will my favorite item be available again?
Our popular products can sell out quickly and we do our best to replenish them as often as possible. Keep an eye on our social media page. You can turn on the notification and be the first to be notified as soon as it is in stock.