Q: When will my order be shipped?
A: We take a great deal of care with the picking and packing of your order and as such may take up to six working days to leave us.
Q: When will my order be delivered?
A: Orders for Germany should be delivered within 12 working days depending on the service you have chosen. Orders outside Germany but within the European Union should be delivered within 10-12 working days. Orders outside the EU should be delivered within 14-20 working days of despatch. For further details, please see our Delivery page here.
Q: Are there any shipping delays due to Covid-19?
A: Yes, you can expect shipping delays. More countries are limiting passenger flights and closing their borders. While this doesn't directly impact cargo, fewer passenger flights mean fewer transit options for shipments and longer lines at borders. We're also disabling Express and Overnight shipping methods for international orders as our carriers can't guarantee fast delivery.
We're in touch with our carriers and they'll notify us of any more disruptions. We also recommend you follow your local news for any regional disruptions.
Read more about estimated delivery times here.
Q: Can I track my order?
A: If you have received a shipping confirmation, you can always track your order and check the current status by clicking on your tracking number which you can find in your shipping confirmation. You will directly be redirected to your tracking. Please note that it can take up to a few days until updates can be displayed. If your order has not arrived within the delivery dates stated above, please contact us at email@example.com.
Q: My EU order hasn't arrived, what should I do?
A: It is very likely that an attempted delivery was made and your goods are being held at your local post office. Please allow 12 business days from dispatch before to elapse before contacting us. You can always check the current status of your shipment by clicking on your tracking number which you can find in your shipping confirmation.
Q: My International order hasn't arrived, what should I do?
A: It is very likely that an attempted delivery was made and your goods are being held at your local post office. Please allow 25 business days from dispatch before to elapse before contacting us. You can always check the current status of your shipment by clicking on your tracking number which you can find in your shipping confirmation.
Q: What can i do if my tracking states my shipment has been delivered but i didn't receive it?
A: In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the customers address. You should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch." Please also check your local post office and your nearby neighbours - your shipment might be stored there. For further info about Non-Delivery click here.
Q: What can i do if i missed one or multiple delivery attempts?
A: Please check at first your local post office or nearby neighbours. In most cases
your package is stored there. If you haven't picked it up within a few days, your package will be sent back to our warehouse, and we will then only be able to reship your package at your own expenses. For further info about reshipments and expenses click here.
Q: Do i or when do i have to pay custom fees for my delivery?
A: In most cases products are being shipped out of our European Warehouse. In these cases you won't have to pay any custom fees. International Shipments which are being shipped out of our American Warehouse may incur custom fees. You will be responsible paying for these fees. For more information click here.
Q: Can I return my order, or swap my order for a different size?
A: Please see our Return & Refund Policy.
Q: There’s something wrong with my order.
A: We are really sorry if we’ve made a mistake. If we have sent you an incorrect item, or there is a fault with one of your products, please contact customer service at firstname.lastname@example.org and we will resolve this for you.
Q: How soon will you reply to my emails?
A: We aim to reply to every email within 24 hours, however weekends and bank holidays can cause a slight delay.