FAQ
I did not receive an order confirmation, what now?
If you have made a purchase with us, you will receive an order confirmation via email or SMS within a few minutes. If you did not receive an order confirmation, there can be the following reasons:
1.) You may have entered your email address incorrectly.
2.) Please check your spam folder. It could be that the order confirmation has landed there
3.) The order process was not completed correctly.
When i will receive my order?
Each order is unique, as a result the processing time depends on several things; the type of order, when you placed it, country etc. Keep in mind that once order is made you cannot make any changes.
However, here’s what you can expect from shipping:
Canada 7-10 Business Days
United States 7-10 Business Days
*we can't guarantee shipping times because we depend on our shipping partner.
When will my order be shipped?
At the moment we ship products to the US and Canada within 24 hours after payment.
Can I track my shipment with a tracking number?
Don't worry - it is quite normal and often happens that the shipment status is updated with a delay.
The tracking number is thus already provisionally available and is updated as soon as the shipping partner has picked up the package. Please note that the shipment status can be updated at the customer's site with a delay of a few days and that it is only a simplified representation of the complex production and delivery process.
The tracking number is thus already provisionally available and is updated as soon as the shipping partner has picked up the package. Please note that the shipment status can be updated at the customer's site with a delay of a few days and that it is only a simplified representation of the complex production and delivery process.
I get the status "NotFound" when I try to track my shipment with the tracking number. What is going on?
In our online store we use an interface to our shipping service provider. Sometimes this interface does not seem to work properly and then it can happen that you get the status "NotFound" to your tracking number. To get a status to your shipment anyway, please follow the instructions below:
1. go to the website https://www.17track.net/
2. now insert your tracking number in the large text field and click on "Search".
Done! You should now receive the status of your shipment!
If these instructions do not work, it is possible that the tracking number has not yet been transferred to your online system by the shipping service provider and is therefore not yet available. We usually receive the tracking numbers a little earlier and therefore there may be some overlaps. Just try to track your shipment again a few days later!
1. go to the website https://www.17track.net/
2. now insert your tracking number in the large text field and click on "Search".
Done! You should now receive the status of your shipment!
If these instructions do not work, it is possible that the tracking number has not yet been transferred to your online system by the shipping service provider and is therefore not yet available. We usually receive the tracking numbers a little earlier and therefore there may be some overlaps. Just try to track your shipment again a few days later!
According to tracking and tracing, nothing more is happening - what now?
If your order status has not changed for 7 days after the shipping confirmation (except for desired motifs), our supplier has to create a tracing request. This can take up to 14 days.
The following can be reasons that your package did not arrive at your place:
1.) The address is incomplete or incorrect
2.) The package or packaging has been damaged and must be repacked
The following can be reasons that your package did not arrive at your place:
1.) The address is incomplete or incorrect
2.) The package or packaging has been damaged and must be repacked
I have ordered several products, but only one has arrived. Why?
To meet the great demand, we store our products in several warehouses. Therefore products are always packed and shipped individually. Although we send several packages, the shipping costs remain free for you, even for larger orders.
The package was sent back, what now?
The following reasons can be the reason why the package is returned to us:
1.) The delivery address is unknown
2.) The storage period in the store or packing station has been exceeded
3.) The recipient cannot be determined
1.) The delivery address is unknown
2.) The storage period in the store or packing station has been exceeded
3.) The recipient cannot be determined
Why can I suddenly not find a certain article anymore?
In our online store you will only find articles that we have in stock for you. It can happen that especially desired articles, color variations or sizes are sold out after a short time. Feel free to have a look around - you are sure to find a first-class replacement in our assortment.
Are there any shipping costs?
No. Like you, we do not like shipping costs. That's why we send out every shipment free of shipping costs. In addition, each shipment has a tracking number with which you can track your shipment.
Is there a minimum order value?
No, there is no minimum order value in our online store! We are grateful for every order you place :)
My delivery address has changed - what do I have to do?
If you have a new address, let us know as soon as possible so that we can change the shipping address before shipping. If the goods have already been shipped, the change is unfortunately no longer possible.
How can I return the ordered item?
You can find all information about the return in our return policy.
Where can I get a return label?
Unfortunately we do not provide a return label and you will have to write the address on your package yourself.
You can find all information about returning goods in our return policy.
You can find all information about returning goods in our return policy.
What information should I leave when contacting customer support?
In order that our customer support can help you as quickly as possible, we ask you to provide the following information:
- Write with the email address with which you ordered
- Tell us your full name
- Tell us your order number (#...)
- Describe your request as detailed as possible
How secure is my data?
We attach great importance to your security when making payments. Of course, your data will only be transmitted encrypted, so that third parties cannot read them. Your payments are processed by a specially security-certified partner.