When will I receive my order?
Germany: 2 - 3 working days
Europe: 2 - 5 business days
North America: 6 - 10 business days
Australia: 7 - 9 business days
Japan: 5 - 7 business days
International: 10 - 20 business days
Where will my order be shipped from?
Shipping is from Germany. We use DHL as a shipping service provider.
Will I be charged customs fees for my order?
For EU customers
If your order is from an EU country, you will not be charged any customs fees.
The following applies to all customers outside the EU:
International orders may incur an additional duty and tax fee. This fee is beyond our control and is determined by the local customs office. Customs regulations vary from country to country. Therefore, please inquire directly at the local customs office whether they charge duties and taxes on your purchases.
My order should have been here by now, but I still don't have it. What should I do?
Before contacting us, please help us as follows:
• Check the shipping confirmation email for errors in the delivery address.
• Ask the local post office if the package is there.
• Check with your neighbors to see if the courier delivered the package to them.
If the delivery address was correct and the package was not delivered to the post office or your neighbor, contact us at email@example.com with your order number. If you've found an error in your shipping address, we can send you a replacement order, but shipping will be at your own expense.
How can I track my order?
You will receive a tracking link via email when your order ships. If you have any questions about tracking or your shipment, email us at firstname.lastname@example.org.
I received a wrong/damaged product, what should I do?
We are very sorry if the product you ordered arrived damaged. To help us fix this quickly, please email us within a week at email@example.com with photos of the damaged product, the order number, and any other details you have about your order. We will send you a solution as soon as possible!