Frequently asked questions
How long does it take until I receive my order?
Delivery of the individual products within Germany is 1-3 working days. Note that following on your online shop order you receive a separate confirmation in addition to the automatic order confirmation. Should a product be temporarily unavailable, we will contact you.
I am not at home during the day, can I specify an alternative delivery address?
If you are a registered customer you can save and manage multiple shipping addresses in your account. Deliveries are also able to be carried out to a packing station or post office.
I need help or advice, what can I do?
We are always happy to advise you personally. Please call us on 0800-6822222 or send us an email to firstname.lastname@example.org.
Can I place an order by phone?
We are happy to take your orders by telephone. Please call us on 0800-6822222.
What are the shipping costs?
You can view our shipping costs here.
What payment methods can I use?
You can view the list and descriptions of all payment methods that you can use with us here.
My package has arrived damaged, what should I do?
It is rare that packages are damaged or even the product itself damaged. Please do not accept any damaged packages, simply let them go back. However, should you have accepted delivery of a damaged package, please contact us via email@example.com. We will help you as soon as possible.
I have forgotten my password, what can I do?
If you have forgotten your password for your user account, you can reset your password. To do this, click here and follow the instructions.
I still haven’t received my order, what do I do?
When your order arrives at our warehouse for processing, you will receive an automatic email with a DHL shipment tracking link. If you have not received such an email, please contact us via firstname.lastname@example.org.
Can I pick-up my order myself?
Of course, our competent and friendly staff are available for self pick-ups in Essen. You can find the physical address of our shop, as well as the opening hours here.
Do you ship abroad?
Yes, we ship our products worldwide, you can find the relevant shipping costs here.
Is there a minimum order amount for my order?
There is no minimum order with us, so you may order just a single item if you wish.
How can I cancel my order?
To cancel your order, you can make use of your statutory right of cancellation. You can do this by sending us an email to us or, if the goods are already on their way to you, direct their return by non-acceptance of the consignment. Legal details to the right of cancellation can be found here.
I have changed my name or my address - what should I do?
Simply go to the online shop and log in. From there you can change your name and address easily in your customer account area. If this is not possible, you are welcome to notify us in writing via email@example.com or by calling 0800-6822222.
My question is not listed here ...?
We have tried to list here the most frequently asked questions. It is however possible that your specific question may not be listed here. Please do not hesitate to contact us directly. You can call us by phone on 0800-6822222 or via email at firstname.lastname@example.org.