Shipping & Delivery

Shipping cost & time

We will ship worldwide via DHL. With the handover to DHL, we will contact you by e-mail with your parcel number. So you can always check the current status of delivery. In the EU Zone, the shipping time is 2-5 working days, in the rest of Europe 3-7 working days. Delivery to island areas may take longer. Shipping to non-EU countries causes additional duties, taxes and fees.

Transportation damage

Our parcels are insured against damage in transit and theft. If the parcel is damaged during delivery or the contents are incomplete, check this immediately and have the damage confirmed by the parcel delivery person or your local post office branch. If the post office does not record the damage, have this confirmed in writing with the name of the employee and the exact address of the post office branch as well as the time. Further Information

Taxes

All orders with shipping within Germany and the EU are dispatched taxed without exception. The amount of VAT depends on the destination country of your order. Please note that we generally don't process export certificates and we do not refund the VAT! For orders from outside the EU no VAT is calculated during check-out process. The tax rates and the laws of the respective country are valid exclusively. There may be additional customs fees. Please consult your local customs authority.

Track your shipment online

When we hand over your parcel to our delivery service provider DHL, you will receive a shipment confirmation email and a tracking number (Tracking ID). With your tracking number, you can easily track your shipment at any time online. Please note, that some items cannot be tracked seamlessly abroad. If the last status of your tracking says "Shipment has arrived in the destination country" and does not refresh, see the "UPU Code / Match Code", an international tracking number of your local transport service, in your online shipment status. Using this tracking number, you can visit the website of your local post office to check the status of your shipment.

Can't find your tracking number? Log in to your customer account, call up your order and track your shipment at any time. You do not have a customer account and have ordered as a guest? Then you can easily track your shipment here.

If the parcel has not arrived within a reasonable time and has not been left with a neighbour, we kindly ask you to contact our customer service. We will try to find your parcel via a DHL search request. Please be aware that an investigation may take a couple of weeks inland and up to two months overseas.

Packstation

Exclusively in Germany: Optionally, you can send orders to a DHL Packstation of your choice. Select it at the shipping address "deliver to Packstation" and enter the appropriate data. If there is no Packstation near you, you still have the option to send your package to the closest post office branch of your choice. Further information can be found on www.packstation.de.

Undeliverable orders

Sometimes shipments return to us with the notification “undeliverable”. In these cases, the order is cancelled and you can place a new order. If you have doubts that your shipment will be shipped successfully, please recheck the details of your delivery address and your tracking report.

Reasons for non-delivery

• Incorrect or incomplete address (e.g. transposed street number and postcode). To correct or delete a shipping address before shipping, please email us. There is no way to change an address if the package has already been shipped.

• Unsuccessful delivery: The mailman tries delivery once during weekdays. If you were not at home to receive your package, the mailman will leave a notification card informing you at what time and in what branch post office you can pick up the package. Your shipment is stored for 7 business days for you to collect. After this period, the shipment is returned to us. We will contact you then to discuss further action.

• Consignment not accepted: You always have the right to return goods if they do not comply with the contractual agreements. Yet, if goods not accepted for differing reasons than lacking quality or not by asserting the right to withdraw from a contract, you may be asked to pay for a repeated delivery. The delivery personnel will explicitly note your reason for refusing the consignment.