Frequently Asked Questions (FAQs)
General Questions
I have forgotten my password. What should I do?
If you’ve forgotten your password, click on “I have forgotten my password” in the login area and enter the email address associated with your account. We will send you an email with a link to reset your password.
I want to delete my account. How can I do this?
If you wish to delete your customer account, please send us a message through the contact form on our website. We will verify your request and proceed with the deletion in accordance with legal requirements. Your feedback is valuable to us, so if you’re willing, please let us know the reason for your account deletion.
Ordering and Payment
Where can I view my orders?
As a registered customer, you can view your orders by logging into your customer account on our website. Additionally, we send an “order receipt confirmation” to the email address provided with every successfully received order. Guest customers will also receive this confirmation email.
How can I pay in the online shop?
We accept payments via credit card, instant bank transfer, and PayPal.
Is it safe to order online?
Yes, we take the security of your personal information seriously. Our online shop uses SSL (Secure Sockets Layer) encryption to protect your data during transmission.
Shipping and Delivery
When will I receive my order?
All orders are processed within 1-4 business days. Once shipped, you can expect your order to arrive within 3-5 business days, depending on the carrier’s availability and your location. Please note that international deliveries may take longer.
Do you ship internationally?
Yes, we offer international shipping. Please be aware that international deliveries are insured and secure, and all orders will arrive at their destination.
How can I track my order?
You can track your order using the tracking link provided in your shipping confirmation email.
Returns and Exchanges
What is your return and exchange policy?
If you wish to return or exchange your order for any reason, we’re here to help! We offer returns or exchanges within 14 days of receiving your order. You can return your product for a store credit, a different product, or a refund to the original payment method.
Please note the following exceptions to our return and exchange policy:
- Discounted items are final and cannot be returned or exchanged.
- Returned items must have tags still on and be returned in original packaging.
- Returned items must have no visible signs of wear or use.
- Personalized items are non-exchangeable.
To initiate a return or exchange, please contact us through the return form on our website.
What if my order contains missing or incorrect items?
If your order is missing items or contains incorrect products, please contact us through the contact form on our website. Provide your order number and any relevant details, and we will resolve the issue as quickly as possible.
What if my product arrives damaged or is lost during shipment?
If your product arrives damaged or is lost during shipment, you can request a replacement or a refund. Please send us a photo of the product in the condition it was received before returning it. When returning the product, please use a tracking number; otherwise, we cannot guarantee a refund.
Are there any fees I need to be aware of when returning a product?
You are responsible for the shipping costs for returning the product to our warehouse. These fees are non-refundable. Restocking fees may apply, depending on the product.
Once we receive your returned product in the appropriate condition, you are eligible for a replacement, refund, or store credit:
- Replacement: Once you’ve selected the desired product, it will take approximately 7-10 business days to arrive.
- Refund: You will receive the refund within 2-5 business days to your card or original payment method.
- Store Credit: You can receive store credit immediately.
Product Information
Where can I find more information about the products?
All product information and benefits are available on the respective product pages. You’ll find a brief description of the product, and by scrolling down, additional details, images, and other information are displayed.
The product I’m looking for is no longer available. What can I do?
Our shop offers a wide range of products, many of which are exclusive and may not be restocked once sold out. Occasionally, items from our standard selection may be temporarily unavailable. We recommend checking back weekly to see which items are back in stock.
How do I know if my order was successfully placed?
You will receive an email confirmation with your order number and purchase details once your order has been successfully placed.
Can my order be delivered to an address different from my billing address?
Yes, of course. Ensure that you provide the correct shipping address during checkout and verify its accuracy.
How can I use my right of withdrawal?
If you wish to return or exchange your order, we offer returns or exchanges within 14 days of receiving your order. Please refer to our return policy for more details.