problems with the order

Why haven't I received an order confirmation email?

• Have you already checked your spam folder?

• If you have not received an email confirmation within 10 minutes of placing your order, you may have accidentally entered an incorrect email address or the ordering process was not completed correctly.

• In this case, please contact our customer service . He will be happy to help you here!

How can I cancel or change an order?

• Contact our customer service ! As long as your order is not yet packed, you can change or cancel it.

• We will try to fulfill your wishes. If the package has already been packed or sent, changes are unfortunately no longer possible.

• If the package has not yet been packed or sent, the order will be blocked until you have communicated the change requests.

• Please note that an order where individual products are canceled may incur delivery charges if you fall below the free shipping minimum amount.
  If your package is already in the shipping process, you must return the goods you do not want at your own expense and place a new order with the goods you want.

• So that changes to your order can be made quickly, please provide the following information in your first email:
  -Last and first name
  -Order number
  -what to change, cancel or add.

• If the amount of the changed order is higher than that of the original order, or if shipping costs are incurred due to falling below the minimum order value, please indicate which payment method you would like to use for the additional costs.

• If there is a cancellation but we have already received the money from you, please let us know whether you would like to receive the amount in the form of a voucher or to your CashBack account or whether you would like it to be transferred back. (When paying by credit card, PayPal and Sofortüberweisung, this can be done directly and without any effort for you. If you paid in advance, please let us know the account holder's IBAN and BIC.)

How can I change the delivery address later?

• You can change the delivery address by contacting our customer service . If your package has already been sent, our customer service will inform the transport company. However, there is then no 100% certainty that the package can actually be sent to the changed address.

Where is my package?

• Under "My orders" you will find an overview of your most recent orders. You can track the status of your orders and get the individual details of each order.

• As soon as your order leaves our premises, you will receive a shipping confirmation by email. Here you will also find the tracking code for your package.

Weren't you at home?

• In this case, there are various options: either another delivery attempt will be made or you will receive a notification that your package has been deposited at the nearest post office. In this case, also look at the shipment tracking. Here you can quickly find out where your parcel is.

• Use the option of a different delivery address. You can also have your parcel delivered to your workplace, for example.

• In this case, there are various options depending on the shipping service: either another delivery attempt will be made or you will receive a notification that your package has been deposited at the nearest post office. In this case, also look at the shipment tracking. Here you can quickly find out where your parcel is.

• Use the option of a different delivery address. You can also have your parcel delivered to your workplace, for example.

The package is damaged. What to do?

• If you have received your package damaged, only sign the receipt of your delivery conditionally. This means that the goods could be damaged. If there is no conditional signature option, please do not accept the package.

• If you only noticed the damage to the packaging afterwards, we ask you to check the contents for damage. If not only the packaging is damaged, but also the contents, please contact our customer service .

• Important : If you have received the package or the goods damaged, we absolutely need a photo of the package or the damaged goods in order to process the compensation. Please send us this photo with your contact details by email. Please do not throw away the packaging and the contents, as we will need them for the claim for damages.

• Please note that we accept no liability for damage caused by forwarding with other shipping services.

The package has disappeared. What to do?

• Has the package still not arrived after several days, no notification has been left for you and the package has not been handed over to your neighbors? In this case, please contact our customer service . We will then check the whereabouts of your package and, if necessary, initiate an investigation.

Received the wrong product?

• We are very sorry and we apologize for this error!

• We would ask you to contact our customer service in this regard.

Did you receive the delivery incomplete?

• It is possible that this delivery was a partial delivery. This will be stated on the invoice.

• If this is not the case, we sincerely apologize. We must have made a mistake here.

• We would ask you to contact us in this regard .