1.1 Do I need to start a new account in order to purchase?
No, you don’t. You can enter, make your purchases, and exit as a visitor if you wish. However, if you create an account with us, this means that you can make orders without having to fill in all of your details each time you shop.
1.2 How can I open an account?
Please click on “Enter/Register” followed by “Register” and fill in all the fields with your personal details.
1.3 How can I make an order?
Select the products you wish to buy and add them to your shopping cart. When you have finished, you can go to your cart and finalise the purchase. Check that all your information is correct before confirming your purchases and paying.
1.4 I have problems adding products to my shopping cart.
You can add products to your cart whenever they are available. There may be times when a product may appear as “Temporarily Unavailable”.
1.5 How can I pay for my orders?
We accept payment via Paypal, credit or debit cards, or bank transfers.
1.6 Can I change or cancel my order?
Unfortunately we can not cancel an order once it has been confirmed. This allows us to prepare your orders in the most efficient way possible, to minimize errors. We recommend checking the order before confirming it.
1.7 I have a discount code, how can I use it?
Enter the discount code in the “Coupon code” field and click on “Apply coupon” on your cart page before “Finalise purchase”. We recommend that you make sure all information is correct before finalising your purchase.
1.8 How do I know if my order is confirmed?
After placing your order, you will receive an email confirming that your order has been received. However, you must bear in mind that orders will only be sent once payment has been ratified and the shipping address verified. In addition, you can check the status of your order in “My account” if you are a registered user.
DELIVERIES AND RETURNS
2.1 When will my order be processed?
All orders will be processed within 2 business days, excluding weekends and holidays.
2.2 How long will it take to receive my order?
The usual delivery time is 2 to 3 working days from the formaliSation of the order. This time limit is only applicable for shipments to Germany. For other orders within the European Union delivery times will vary depending on the country of destination.
2.3 Can I change my delivery address after my order has been confirmed?
Unfortunately, we can not redirect orders once they have been confirmed. Therefore, please make sure to provide the correct delivery address.
2.4 A product is missing from my order, what should I do?
Apologies for sending you an incomplete order. Please contact our Customer Service at firstname.lastname@example.org and we will reply as soon as we can.
2.5 I have received a defective product, what should I do?
Apologies if you have received a defective product from us. Please contact our Customer Service at email@example.com with a photo of the defective product and we will reply as soon as we can.
2.6 I received the wrong product, what should I do?
Sorry for sending an erroneous product. Please contact our Customer Service at firstname.lastname@example.org and we will reply as soon as we can.
2.7 I did not receive my package, what should I do?
Please send an email to our Customer Service via email@example.com if you have not received your package after 9 working days and we will assist you accordingly.
2.8 Will there be an additional cost in the event of forwarding an incorrect order?
There is no additional expense in the event of forwarding an incorrect order.