FAQ

Order

How can I cancel my order?

To cancel an order, please use our contact form. Make sure the item has not been processed and shipped yet. Unfortunately, orders that have already been processed and shipped cannot be cancelled. For more information, please read our return policy.

How can I change my shipping address?

Unfortunately, a change to your delivery address cannot be done, in case it has already been completed and shipped. However, if the order has not yet been shipped, we can try to make the change. Please use our contact form to inform us. We will do our best to make the change before your order is shipped. For more information, please read our return and exchange policy.

Why was my order canceled?

There are several reasons for a cancellation and refund of your order. If our system detects an inaccuracy regarding the order, our team will reach out via email to confirm these details. If there is no successful response on the customer's side after 2 business days, we will proceed and consider the order cancelled.

Where is my order confirmation email?

We suggest checking your spam or junk folder first to see if the email is there. Sometimes an email may have a spelling error. Thus, our system might have been unable to send the confirmation to that address. In case you are still not able to confirm your order details, please use our contact form and include the email address used to place the order, as well as your first and last name in the additional comments.

Why is my payment not working?

Our store accepts all of the following payment methods: Mastercard, Visa Card, Paypal, Google Pay, Amazon Pay, Apple Pay, immediate transfer, debit, Giropay, prepayment. If you have any problems with the payment, please contact our customer service.

Shipping

How long does it take to receive my order?

The average standard shipping time within Germany will take three to seven business days, due to the current situation.

Within Europe, The United Kingdom and Switzerland the current delivery time is between 7 and 14 days.

Outside the already mentioned regions the delivery time can be 7 - 21 days.

What are the shipping costs?

Please visit our section"Shipping and return" for more information.

Return

What is the return and exchange policy?

Please visit our"Shipping and return" section for more information.

How long does the return process take?

We aim to review and process all returns and exchanges within three to seven business days after arrival at our warehouse.

Where is my refund?

Refunds normally take three to seven business days. After the return process is completed, the money will be sent back to your bank account. Once your refund has been processed, you will receive an email confirmation.

Collaboration

How can I collaborate with your brand?

For collaborations and media or PR inquiries, please use our contact form.