When are the shipping processed and which courier service is used?
We uses Deutsche Post Priority service for product delivery. The shipment pickup is done by DHL in the early afternoon Monday to Friday. Each order will be processed after the receipt of payment is completed, Please note that the estimated delivery time within Germany ranges from 2 to 3 days, where the estimated delivery time for EU countries are 5 to 11 business days and worldwide 7 to 15 business days.
Where can I find the tracking number?
After your payment to the order is received within 48 hours, you will receive a notification from us. This will be sent to the email address you provided during the order. Please note that there is the possibility that the notification is filtered into the spam folder. You can also request the tracking number from us via email at email@example.com, by enclosing your order number.
My tracking number can not retrieve the delivery information. What does that mean?
The tracking number is generated immediately with the shipping label after the order receipt is made, however this does not mean that the package was sent. If it is a pre-order, the shipment will only be made when the product is in stock. In this case, the delivery date can be found on the product page where the pre-order was made. In general, the DHL tracking is activated 48 hours after your order.
Can I change my order before the shipment is made?
Please write to us at firstname.lastname@example.org regarding your change request. We will do everything to match you with your desired product.
What is your refund policy?
Our customers enjoy a 14 days full refund policy with us. Return the product with a short written notice enclosed to us. When the shipment arrives at our warehouse, we will perform a full transfer to your PayPal or bank account within 14 days.
Can I keep part of the delivery and make a partial refund?
Yes you can. The process is identical to a full refund, just send us the product and we will process the order.
What about custom fees?
If you live inside the European Union you don´t have to pay any additional fees. If you live outside the EU you may have to pay a customs or import fee depending on your country.