Return and complaint
How do I return an article?
Simply use the return form enclosed with your package. If you can't find one, download it here.
To send your package to us, please go to our RETOURENPORTAL at DHL. Enter your complete return address and order number. You will then immediately receive a PDF return sticker by email. Simply stick this sticker on your parcel and hand it in at the nearest post office. Please use the original box of our shipment for your return package. The returns portal can only be used for returns from Germany.
Please also make sure that you keep the consignment number of your return for any queries you may have. You will receive this number from the post office when you hand in your parcel.
You can return items to us within 14 days. Please note that the return is not generally free of charge, but only if you ship within Germany and use our returns portal DHL.
An exchange of your goods is not possible. Please order the desired article in this case simply again. You will receive a complete credit note for your return.
We would also like to point out that we do not accept unfree shipments or cash on delivery shipments and do not assume the costs for the shipping or for the return.
For further questions please contact our CUSTOMER SERVICE.
I have a complaint, what now?
We do everything for the best possible quality of our articles. In very rare cases it can come however also with us to errors, which did not notice us even with the packing of your package. Please contact our customer service to clarify everything quickly and easily. We will send you the goods as soon as possible.
Can I exchange an item?
No. Articles must be ordered again in each case. However, you can return the unwanted item to us. See also the point "How do I return an article?"
How do I get my money back?
After we have accepted your return at our returns warehouse, we will check the content for completeness and any defects. If everything is in order, we will automatically issue a credit note and refund the amount to you. This is always done according to the payment method you selected for your order. For example, if you paid via PayPal, your credit will also be refunded to you via PayPal.
Please note our return policy. Please download our returns form if you don't have it anymore.
What happens if my package could not be delivered?
That can happen sometimes. In this case your return will be initiated by the shipping company. As soon as we have checked the condition of the returned items, we will send you a corresponding credit note. Please note that the refund will be made using the same payment method you used to make your purchase.
A second delivery is unfortunately not possible. You would have to place your order again.
What should I do if I have returned an item but haven't received any money?
We will refund the amount using the same payment method you used to make your purchase. The refund will be made within 5 to 10 working days of receipt of the goods.
If you haven't received your money yet, please send us an email with the return tracking and your order number to our customer service.
How long does it take to get my money back?
The refund will be made within 5 to 10 business days from the time we receive your return in our warehouse.
How do returns from abroad work?
For returns from abroad you bear the costs yourself, provided that the delivered goods correspond to your order. When returning goods from abroad, please make sure that the parcel has sufficient postage. In the case of insufficiently franked returns, we reserve the right to deduct the costs incurred by us from the refund amount. Of course there is also a 100% right of return within 14 days. If you do not like your money you will get it back. The processing takes up to 20 days from receipt of your package.
Can I return an item I bought at a concert or similar?
No. Something that was bought on site at concerts or similar, we can not take back.
Shipment and delivery
How long does the delivery take?
As a rule your order leaves our warehouse after 1-3 working days. Of course it can also come to us once to extremely high volumes, where even our logisticians sweat. But this is very rare. However, the delivery time of your parcel also depends on our shipping service providers and the country we ship to.
We ship with DHL. In Germany the delivery time is 1-2 working days. In the EU the delivery time is between 2-5 working days. Deliveries to third countries (outside EU) have very different delivery times.
Where is my package?
WARENPOST: If your shipment was sent by „Warenpost" online tracking is unfortunately not yet possible. Please have a little patience. If your shipment has not arrived after one week, you are of course welcome to contact our customer service.
DHL: After shipping your package you will receive an email with a tracking code. You can use this to track your shipment on the Internet at any time. Simply click on the link contained in the e-mail. You should automatically see all data about your package.
If the status of your shipment at DHL does not change for a long time, please contact our customer service. We are happy to help you.
When will my order be shipped?
Your package leaves our warehouse only when all articles are available. So if you order several articles and one of them is an article with a pre-order date, your complete order will only be shipped on that pre-order date.
There is no partial delivery. If you should need further articles rather, we recommend to place two separate orders.
What shipping options are available?
We offer the standard shipping with DHL.
Express shipping is currently not possible.
What are the shipping and payment costs?
There are different shipping costs depending on the country of delivery. There may also be C.O.D. charges if you choose this payment method. You can find detailed information in our shipping overview.
To which countries do you deliver?
We generally deliver worldwide.
What types of numbers are accepted?
You can pay by prepayment, PayPal, cash on delivery or credit card. We reserve the right, however, not to make certain payment methods available in individual shops.
What should I specify when making a prepayment order?
When paying in advance you have to pay the amount of your order by bank transfer to us. Only after booking this payment on our account your shipment will be sent.
In order to be able to assign your payment correctly, please always state your order number in the intended purpose.
WARNING: Transfers may take up to 3 business days to be credited to our account. We have no influence on this as it depends on your bank.
If the account you are paying from is a different name, please include the name used in the order as well. Information like "T-Shirt" or "Trousers" are nice, but are of no use to us. So you can safely leave that out.
How do I get a payment reminder? I have already paid.
If you receive a payment reminder from us via email, we have not yet been able to book your payment or assign it correctly. Please note, however, that it can take up to 3 working days until we can book your payment, depending on the bank.
If it already takes longer than 3 working days, please contact our customer service . Send us a photo or screenshot of the bank transfer with your order number and we will immediately take care that you get your order.
If there is no payment on our account within 7 working days after receipt of your order, or if we cannot assign your payment properly, we will automatically send you a reminder. If we do not receive a message from you for another 7 days, we will cancel your order and the items you ordered will no longer be reserved.
Are my credit card details and personal information secure?
We work together with the payment service provider Concardis to make your credit card payment possible. This is done through a secure payment module provided by Concardis. Concardis guarantees absolute data security for all data you enter.
We ourselves do NOT store any credit card data on our servers and databases! A theft with us is therefore not possible.
Where can I enter my coupon or discount code?
You can enter your coupon code in the field "redeem coupon" in the shopping cart.
Which credit cards are accepted?
We accept MasterCard and VISA credit cards if the credit card payment method is generally available in the respective shop.
When will the amount be charged to my credit card?
We charge your credit card directly after your order in our online shop. As deliverable goods will be shipped immediately, you will not be disadvantaged. If something should not be available any more, we will inform you immediately and charge the amount back to your credit card.
I added an item to my shopping cart, but it was no longer available at checkout or when I completed my order. Why?
Technically it is not possible to know at any time the actual quantity of a product that is still available, as this is only updated after the order has been placed. If, for example, 10 persons put the same article in the shopping cart in a very short time, but the availability is only 5 pieces, the first 5 orders are still accepted when the order is completed, the 6th to 10th orderer unfortunately receives a message when his order is completed that the selected article is no longer available and can not be ordered.
A more complex check of the available quantities in open shopping baskets would be possible, but we do not implement it from a performance point of view, so that fast ordering processes can be carried out for you. These are usually rare individual cases.
How do I cancel or change an already placed order?
We can only modify or cancel your order if it has not yet been paid for. After immediate payment, e.g. by credit card or PayPal, your order will be processed immediately and prepared for shipping and can therefore no longer be changed.
How do I place an order?
You place your order in the online shop by putting the corresponding articles in the shopping cart and then go to the checkout. An order by fax, email or phone is unfortunately not possible.
What happens if an item in my order is marked for pre-order or the delivery date is in the future?
Your package leaves our warehouse only when all articles are available. This is especially important when items are purchased as pre-orderable items. Their delivery date is in the future. All further articles of your order are not dispatched before! So there is no partial delivery. If you need more items, you should place 2 separate orders.
Will my items be reserved for me if I pay in advance?
Yes, we reserve your items in this case 5 working days. Should we not be able to book a payment until then, you will receive an email as a payment reminder. After another 5 days we will cancel your order automatically and your items are no longer reserved.
In order to assign your payment properly to your order, please note the explanations under "What should I specify with a prepayment order with the bank transfer?"
Why should I register as a customer and how does it work?
You can easily create your account during the order process. Choose "Create new customer account" in the order process.
You can also create your account by clicking on "Login" in the top right corner of the page and selecting "Create new customer account".
I forgot my password - what now?
Click on the menu "Login" in the upper right corner of the store and select the submenu "Forgot your password? Then simply enter your email address and we will send you a new password.
What are you doing for privacy?
We guarantee that your data is absolutely secure with us. All information will in no way be passed on to third parties without your express consent. In addition, we always keep our systems up to date with the latest safety technology.