Shipping Policy
What are the terms and conditions for the 'Free shipping on orders over 99€' offer?
-'The free shipping offer only applies to standard shipping within Germany. Standard shipping is only available as an option if the value of your order is over 99 euros .
How can I track my order?
Once we've dispatched your order, we'll send you an email to confirm it's on its way. This email will contain a link to track your parcel. Simply click on the link to be taken to the tracking website. There you'll see the current status of your shipment, the expected delivery date, and another link will take you directly to the courier's website.
If your parcel is being shipped with FedEx Cross Border, the best way to track your parcel is directly via the courier's website. Once it reaches your destination country, your parcel will be passed on to a local courier for delivery. You can also access local tracking via the FedEx Cross Border website by clicking on the 'View More Tracking' button.
My order hasn't arrived - what can I do?
If you haven't received your order by the expected delivery date, please first check the tracking information for your parcel. There could be several reasons why you haven't received your order:
A delay on the courier side: Please continue to monitor the tracking information and if there is no new information after a few days, please contact our customer service.
A failed delivery attempt: If no one was at home at the time of delivery, your parcel will either be redelivered the next business day or delivered to a nearby parcel shop, depending on the courier. Please continue to monitor the tracking information to see which option applies to your parcel.
An address problem: If there is a problem with the delivery address, please contact our customer service so we can request redelivery to the correct address.
The parcel was scanned as 'delivered' but has not arrived: In this case, please contact our customer service team immediately so that we can request an investigation with the courier.
How long does it take to personalize my order?
Please allow 4-6 additional days for the personalization of your order. This means that if you selected the 'Next Day Delivery' delivery option for your order, for example, the delivery time will only apply after the personalization is complete and the order is shipped.
Can I refuse my order?
If you choose to refuse delivery, or have refused it, you may be liable for any costs incurred by our courier or charged by customs for returning the package. For this reason, we recommend accepting the package and returning it to us using a tracked service.
Has my order been shipped yet?
Once your order has been dispatched from our warehouse, you will receive an email to confirm it's on its way.
What happens if I am not at home at the time of delivery?
If delivery cannot be made, the parcel will either be delivered to a nearby parcel shop or redelivered the next day. In most cases, a card will be left to document a failed delivery attempt and the exact location of the parcel. Please continue to monitor the tracking information to see which option applies to your parcel.
Why haven't I received a shipping confirmation for my order yet?
There could be several reasons why you have not received a shipping confirmation email from us yet:
The shipping confirmation ended up in your spam folder: Please first check your email spam folder to see if you can find the email there. If not, please log in to your customer account on our website to view the status of your order.
You have chosen the personalization option: Please allow an additional 4-6 days for your order to be personalized. You will receive a shipping confirmation once the personalization is complete and your order has been shipped.
This is a pre-order: If you have placed an order for an item that is shown as a pre-order, the pre-order date means that we will receive the goods on that date. It can therefore take 24-48 hours for your order to actually ship. If your order has not been shipped by then, please contact our customer service.
If these reasons do not apply to your order and you can see in the order status in your customer account that your order has not yet been dispatched, please contact our customer service.