FAQ
Products & Orders
How can I cancel my order?
How can I cancel my order?
If you wish to cancel your order, please send us a message with your order number via the contact form as soon as possible. Important: Cancellation is only possible as long as your order has not yet been processed or shipped.
If your package is already on its way, unfortunately you can no longer cancel it – but you can of course initiate a return or exchange. To help us improve our service, we would appreciate it if you could briefly tell us the reason for the cancellation.
How can I track my order?
How can I track my order?
As soon as your package is on its way, you will automatically receive an email with all shipping information and a link to track your shipment. You can check the current status at any time via this link.
If you have a customer account with us, you can also find the shipment tracking directly in your order overview.
What happens if my package gets lost?
What happens if my package gets lost?
Don't worry – if your package is actually lost by the shipping provider, we'll take care of everything. We will contact the shipping provider directly and clarify the case for you. Should your package be irretrievable, we will of course refund the full amount of your order.
Wrong or missing items in the package – what to do?
Wrong or missing items in the package – what to do?
If you received the wrong item or something is missing, please contact us immediately via our contact form. We will check the case immediately and find the right solution for you – whether it's a refund, return or exchange. We promise: We won't leave you hanging.
Returns & Exchanges
Where can I find your return policy?
Where can I find your return policy?
You can find our return policy here at any time: View return policy .
In addition, the link is also available in the footer of our shop – so you always have quick access.
How do I initiate a return?
How do I initiate a return?
If you wish to return products, please contact us within 14 days of receiving your order via our contact form. Please include the following information:
- which items you would like to return
- the reason for the return (e.g. wrong item, defects, not liked)
The reason for the return helps us to classify the case correctly – for example, if the shipping service provider made a mistake. After receiving your message, we will send you all further information regarding the return.
Is a return possible even after the 14 days?
Is a return possible even after the 14 days?
Generally, we offer a 14-day return policy from the date of receipt of your order. This gives you ample time to inspect the products. Since we primarily offer consumable products, returns are usually not possible after this period has expired.
However, if there is a special reason (e.g. damaged or defective goods), we will review the individual case and find a solution together. The costs for a return shipment will be decided individually.
How long does the entire return process take?
How long does the entire return process take?
Usually, your return is completed within 7 business days – however, it may vary slightly depending on the time of your request (weekend, holidays, etc.) and the type of case (exchange, refund, lost package).
If you receive a refund, the amount will be credited back to your original payment method. Depending on the payment provider, this may take up to 5 business days.
Shipping & Delivery
How long does the delivery take?
How long does the delivery take?
We usually process and ship your order by the next business day at the latest. Delivery by the shipping service provider usually takes 3-6 business days. Therefore, you can expect a total delivery time of 4-8 business days.
Please note: Orders placed on weekends or public holidays may be delayed accordingly.
Do you also offer a pick-up option?
Do you also offer a pick-up option?
Unfortunately, due to logistical reasons, it is currently not possible to pick up your order yourself.
If this changes in the future, you will be informed either via our newsletter or directly on our shipping policy page.
Is it possible to change the delivery address afterwards?
Is it possible to change the delivery address afterwards?
Whether an address change is still possible depends on the time of your request.
- Order not yet shipped: Address changes are possible without any problems.
- Order already shipped: We can no longer make the change ourselves, but you can try to arrange a redirection directly through the shipping service provider.