All Help Topics
Order Change or Cancel
As long as the order has not been packed, you can cancel it and reorder. A cancellation cannot be reversed. Of course, you can always place new orders by us at any time.
How to cancel in the customer account:
- Open your order in the your account.
- Select the order you want to cancel.
- Cancel the entire order via “cancel order” or cancel single item via “cancel article”, and follow the further instruction on screen.
- You will receive a confirmation email if the cancellation is successful.
You have already placed your order, but would like to use another address? If the order is not yet packed, you can cancel it and reorder it to the new address. Or contact our customer service.
If you moved to another place and your parcel could not be delivered? In this case, it will come as a return to us and the paid amount will be refunded within 14 days.
Items marked with delivery time 1-3 business days will be shipped on the same working day as DPD package if the order is placed before 14 O´clock. Once your order has been packed, a tracking number will be automatically sent to your E-Mail to track the shipment.
Items that are marked with a delivery time of 2-5 business days, will be shipped on the same working day via Deutsche Post when the order is placed before 17 O´clock.
We offer free delivery and shipping within Germany. Packages are sent exclusively via DPD as a package. We do not provide the coverage of bulky surcharge * for our products inside Germany.
|European Countries||Parcels every 30kg|
|Belgium, Denmark, Luxembourg||19,90€|
|France, Italy, Finland, Norway, Sweden, Spain*, Switzerland||24,90€|
- Spain (ZIP codes 35, 38, 51, 52) of the Canary Islands is excluded from international shipping.
Please note that in addition to the special shapes, packages with a length of more than 130 cm up to a length of 175 cm, or wider than 80 cm, are also considered bulky items.
|Payment in advance||Please transfer the total amount of your order to our account.|
|Instant Transfer||Only for schools, authorities and companies that are registered in the Commercial and Companies Register.|
|Paypal||Pay simply and securely with just 2 mouse clicks.|
|Invoice||Use your trusted online banking. Thanks to the transaction confirmation, your order can be sent immediately – more quickly than usual in advance.|
|Mastercard and Visa||Pay easily and cashless with your Mastercard and Visa.|
Return and Refund
How can I send an article back?
If a product does not meet your expectations, you can send it back to us within 14 days without a given reason. In case that you ordered wrong products, or just changed your mind after the order has already been shipped etc., the consumer needs to cover the return cost. After receipt of the package, we will credit the purchase amount within 14 days. For repayment, we use the same vehicle of payment that you used in the original transaction.
I received an article that I did not order or damaged package received: Please complete your online Retour Form or contact our customer service. After agreement, we will send you a return label, stick the return label on the package. Please note that we can only take back goods that are undamaged, unused and complete when they back to us.
The goods must be sent to:
Am Kronberger Hang 2
65824 Schwalbach am Taunus