To give you a better overview, we answer some frequently asked questions here.
I have received the wrong item. What can I do?
Please send us a photo of the incorrectly received item and the order number to email@example.com. You do not have to send the item back to us yet, nor do you have to file a return. We will immediately initiate the exchange and contact you accordingly.
I have not received all the items in my order. What can I do?
Since we ship products from multiple warehouses, it is possible that they may not arrive at the same time. If the full quantity has not been delivered, please contact us so that we can promptly initiate subsequent delivery for you.
I have not received a confirmation email from you. Did you receive my order?
Please check your spam folder. If you still don't find anything, please contact us so that we can clarify the matter for you.
Can I cancel my order?
Unfortunately, a subsequent cancellation of your order is not possible, as it is usually processed immediately. However, you can file a return immediately after receiving the goods and send them back. Please note that we unfortunately cannot refund any delivery costs incurred for orders.
Can I change my order (products, address, payment method, etc.) later?
For technical reasons, no adjustments are possible at the moment. In this case, please contact customer service directly.
Delivery & Shipping
Do you ship internatinally?
We currently ship to the United States, Canada, United Kingdom and Europe. To change regions, simply click on the region icon near the shopping cart in the upper right corner of the website and select from the list of shipping destinations. We will continue to offer shipping to other regions. To stay up to date, join our email list or follow us on social media.
How fast do we deliver?
Due to high demand, delivery times are currently up to 6-15 working days. We try to keep the delivery times as short as possible for you!
My package was damaged from the outside. What should I do?
If it is a transport damage, please bring the package to your parcel service within 7 days. There they will inform you about the further procedure. Please also keep us informed.
My product arrived demaged or defective. What should i do?
We are sorry to hear that your order has arrived in less than perfect condition!
Please contact us at firstname.lastname@example.org and our team will help get this sorted out for you. Please keep your order ID on hand.
Where is my delivery?
If your delivery has not arrived after four weeks, please contact us directly so that we can clarify the reason for the delay in delivery for you.
How are the products shipped?
The deliveries are shipped by the respective transport companies in your country.
What are the shipping costs?
The exact shipping costs are displayed at the checkout. They depend on the weight, the number of products, the type of packaging and the destination.
Return & Refund
How can I return an item?
If you have purchased a product from us and are not satisfied with it, you may return it within 30 days of purchase for a full refund*.
Please note that you are responsible for the cost of returning the product to us.
*Original shipping charges, if any, will not be refunded.
To initiate a return:
1. contact us - Send an email to email@example.com with "Return" in the subject line. Please include your order number and name in the email to help our staff locate your order and initiate the process.
*Any packages shipped without first contacting firstname.lastname@example.org will not be refunded.
2. repackage - Make sure your item is in the same, like-new condition, packed in the original packaging and with all contents included.
3. upon approval, an order-specific RMA label* (unpaid) will be emailed to you in the form of a PDF file showing the return address. Send it with a carrier of your choice to the address below.
*Please note that you are responsible for the cost of return shipping.
4. Refund - Once we receive and inspect your return, we will send you a refund notice and refund your purchase price within 3 to 5 business days via your original payment method.
Delayed or Missing Refund (if applicable).
If your return has been delivered and you have not yet received a refund, please contact us at email@example.com with your order number. A customer service representative will respond to you within 24 hours to resolve this issue.
Final Sale Items (if applicable).
Items marked as clearance sale are non-refundable.
If you would like to exchange another item or believe you have received a defective product, please contact firstname.lastname@example.org. A customer service representative will respond within 24 hours to help you resolve the issue.
Returning a gift item will be handled as a normal return. Upon receipt of the returned item, you, the buyer, will be refunded via your payment method within 3 to 5 business days.
The product does not meet my expectations. What can I do?
In this case we ask you to contact us and explain why this product does not meet your expectations. You are not satisfied with the product? It is very important for us that our customers are satisfied and we want to find a solution for every problem!
Will I get a refund for the shipping costs of a return?
Unfortunately, since you are registering a return at your own request, we cannot refund you the delivery charges.
What is a return?
You can return your order to us within 30 days of delivery without giving any reason, subject to a charge (shipping), provided that it is not damaged or defective. As soon as we have received your return, you will receive an email confirmation with the credit amount. After that, the credit will be issued to your payment method or the item will be removed from your invoice.
I have filed a return, but now I want to keep the item. What can I do?
If you have not yet sent your product return, the return registration expires automatically after a certain period of time, so you do not have to do anything. If you have already shipped the products, please contact us.
Can I return my order after the 30 day return period?
Unfortunately, we cannot accept returns after the return period has expired.
Can I return any item within 30 days?
If a product does not meet your expectations, you have 14 days to return any item. You will be charged for the return. Please note the following return conditions and requirements:
- The order must have been delivered less than 30 days ago.
- Goods will be taken back only in original packaging.
- The contents must be complete.
- Used consumables will not be taken back
Are there any charges for payment?
We will cover the charges/fees for your credit card payment for you.
What payment methods do you accept?
We accept the following payment options:
• Credit card including Visa, Mastercard, American Express and Discover
• Debit/bank card
• Apple Pay
• Google Pay
My order was canceled. When will I receive the credit note?
As a rule, you will receive the credit note within a few working days on your means of payment or the article will then be booked out of your invoice.
I have returned an item. When will I receive the credit note?
As soon as we have received your return, you will receive an e-mail confirmation with the credit amount. After that the credit will be credited to your payment method.
How do I reset my password?
You can request a new password, by clicking here and selecting “I Forgot My Password” where you will be prompted to enter your email. You will receive an email with a link to reset your password.
Do you save my bank details?
Absolutely not! We never have access to this information. It is the company Stripe that deals with it. Your data is completely safe.
Do I need to setup an account to place an order?
You do not need to set up an account to place an order. However creating an account allows you to store your shipping information, see order history, and view your product’s warranty information. Additional features will be added to the account page in the near future.
How can I unsubscribe from the newsletter?
Every newsletter has a box at the bottom where you can unsubscribe. You can also send us a message with the subject "Newsletter Unsubscribe" to email@example.com and you will no longer receive the newsletter.
Are batteries included in electronic devices?
No, there are no batteries included in the delivery, because we want to avoid the risk of a broken or defective device like leaking batteries during transport and storage.
My question is not included, who can I contact?
If you have any questions, please contact firstname.lastname@example.org. We look forward to hearing from you and will respond to your inquiry as soon as possible!
Still couldn't find what you're looking for?
If you do not find the answer to your question in our FAQ, you can send us a message by filling out the form below.