Frequently asked questions (FAQ)

Payment options

What payment options do you offer?

Our customers can choose between various payment options: Credit card, PayPal, iDEAL and SEPA direct debit. During the checkout process, you will see all available payment methods for your region.

Why was my payment rejected?

Payment refusals can have various causes: incorrect card details, insufficient account balance or technical problems with the payment provider. We recommend that you check your payment details and contact your bank if necessary.

How do I receive an invoice?

You can request an invoice during the ordering process. This will then be sent to you by e-mail.

Do you offer cash on delivery?

No, we do not offer cash on delivery. All orders must be processed via our available online payment methods.

Can discount codes or gift cards be redeemed?

Yes, voucher codes and gift cards can be entered at checkout to receive discounts.

How secure are my payments?

We use modern security technologies including SSL encryption and PCI-DSS compliant payment processing to protect your transactions.

How do I receive an order confirmation?

After successful payment, we will automatically send you an order confirmation with all relevant details by e-mail.

How does the refund process work?

For refunds, please contact our customer service team and quote your order number. We will process all refund requests in accordance with our terms and conditions.

Where can I find my order history?

After logging into your customer account, you can view all previous purchases and their status under "My orders".

Shipping & delivery

What are your shipping conditions?

We offer DDP (Delivered Duty Paid) shipping - this means that all customs duties are already included in the price and you do not have to pay any additional charges.

Available target countries:

USA - UPS Express (except Alaska and Hawaii)
United Kingdom - DPD Express
Europe - UPS/DPD/DHL Express

European DDP countries: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Other target countries:

United Arab Emirates (Dubai only)
South Africa
Vietnam
West Malaysia (except Borneo)

Delivery times by region:

Destination country	Shipping method	Delivery time
USA	UPS Ground	10-15 working days
United Kingdom	DPD Express	7-12 working days
Germany	UPS/DPD/DHL	8-13 working days
Rest of Europe	UPS/DPD/DHL	8-13 working days
UAE (Dubai)	Direct dispatch	12-18 working days
South Africa	Direct dispatch	15-25 working days
Vietnam	Direct dispatch	3-5 working days
West Malaysia	Direct dispatch	4-8 working days

Other countries: For deliveries outside the regions mentioned, you must clear customs yourself and pay any fees incurred. Ask your local customs office about the expected costs. You may also need a business licence.

How are shipping costs calculated?

The shipping costs depend on the weight, delivery destination and selected shipping option. The exact costs will be displayed before you finalise your order.

What to do if a consignment is delayed or lost?

Contact our customer support team if your parcel is missing or very late. We will track the whereabouts of your parcel and find a solution together.

How can I track my consignment?

You can track your consignment via your customer account in the "Order history" section. You will also receive tracking information by e-mail.

Are customs duties payable?

All customs costs are already included for our DDP countries. Exceptions currently apply to Canada and Denmark.

How long does the delivery take in total?

The processing time is 1-5 working days, depending on the item, and delivery takes a further 7-15 working days.

Data protection & security

How is website security guaranteed?

We use comprehensive security measures: SSL encryption, firewalls and regular security audits protect your data and transactions.

How is my personal data protected?

We strictly adhere to our privacy policy. Your information will only be used for order processing and customer service and will never be sold or passed on to third parties.

Are my payment details secure?

Yes, we use PCI-DSS-compliant payment systems that guarantee the highest security standards for credit card data.

How do I create a secure password?

Use a combination of upper and lower case letters, numbers and special characters. Avoid personal data such as dates of birth. Change your password regularly.