FAQs

How can I track my shipment?

In most cases you will receive a dispatch notification for your order by email or SMS. There you will find more information about how your order was shipped and how you can track your shipment. There is almost always a link for direct shipment tracking.

What do I have to pay attention to when receiving a package?

Make sure to check the package while the delivery person is still present. If the package is damaged or seems badly mishandled on the outside, please refuse to accept it and have the courier take the package back. This helps us report damage to the parcel service provider. Then, contact us immediately and inform us of your refusal of acceptance. It will then be possible for us to send you a new shipment straight away.

What should I do if the goods are damaged?

You have opened your package and one or more of the items are damaged. There are now two options:

1. The quickest way is to bring the package with its content and packaging material, as well as the invoice, to the nearest parcel service branch. There they will record your damage and initiate a reimbursement of the purchase amount.
2. You can also contact our customer service. Please do this as soon as possible. The faster the better, because that also helps us with complaints about transport damage. In this case we need pictures of the packaging and the damaged item.

Please note that the first option is faster. If you report damage to us, we must first have the goods picked up from you, clarify with the transport service provider, and then dispatch a replacement shipment.

Forwarding agency delivery: Important information to be observed!

If your order is very large or heavy, we will use a shipping company for delivery. The following must now be observed urgently:

• Check the goods on the pallet as soon as you receive the shipment and take photos of the delivery for documentation purposes.
• If damage is evident on the outside of the goods or the packaging is damaged, inform the driver of this and request that the damage be recorded.
• You must sign the mobile terminal or the transport order / delivery note, in order to confirm acceptance.
• In the event of damage, be sure to write the word "damage" on the document or electronic device.
• If no damage is documented, the shipment is deemed to have been received in perfect condition and damage cannot be claimed.

Delivery by a forwarding agency is subject to different conditions and many other requirements that are not essential in parcel shipping. Therefore, we recommend paying careful attention to its compliance with this provided information.

I wasn't at home, where is my package?

The package was either handed over to a neighbor or taken to the nearest parcel service branch. As a rule, you should now have a notification card in your mailbox. On the card you will find more information about where your package is waiting for you. If this is not the case, please check the online shipment tracking again. There you will also find further information. Don't forget: you will need your ID card to collect your package from the parcel service branch. If a third party picks up the shipment for you, a collection authorization with a copy of ID card is required.

In the case of delivery by a forwarding agency, you will be contacted by the forwarding partner. The employee responsible will then try to arrange a new delivery date with you. If no prior telephone appointment has been made, the driver will try to deliver the shipment again the next day.

Why do some shipments have no available tracking?

There are shipping methods that do not offer publicly available tracking. However, there can also be technical reasons why the status of a shipment cannot be tracked. If you have any questions, please do not hesitate to contact us. In the case of letters, delivery may take one or two days longer to arrive.

I have a question about an item. Who can I ask?

You will find all contact information for customer service on our website or on our logistics portal. Send us an email or call us directly. We're here to help.

Where can I find the cancellation and return conditions?

Upon receipt of your order or order confirmation, you should have also received the cancellation and return conditions. You can also find them directly on our website.

How and where can I send returned packages?

In accordance with the cancellation and return conditions, we offer you the direct option of generating a return on our logistics portal and sending your goods back to us. If this is not possible, you will find further information on how to return the goods on our website. Please follow the information provided there when sending a package back.

Why is the sender's address different than the one provided in the legal notice?

There are professionals who are better at packing and quickly shipping your orders than we are. Our fulfillment service provider will take care of this and ensure that you receive your order as quickly as possible. It is therefore possible that the sender's address differs from our company address.