Frequently asked Questions/ FAQ

On this page we try to answer several questions that keep coming up
to offer you a relaxed purchasing experience in our online shop.
If your question is not answered here, please do not hesitate to contact us,
weekdays from 9 a.m. to 4 p.m.:
Telephone: 0621 96376073

Who do we ship with?


We send our standard packages with DHL. We also ship oversized packages or packages with other special features with GLS or HERMES..

Can I track the shipment?


As soon as your order is packed and in transit, you will receive a shipping notification from us by email. You can ask us for the tracking number of your package by email.

How do returns work?


After receiving your order, you can send it back within 14 days without giving any reason. Please note the following information to make the return process as convenient and easy as possible for you:

  • Please note that we generally do NOT provide a returns label
  • The customer always has to bear the return costs himself
  • You are welcome to communicate your revocation by telephone or email
  • For the postal route you can use our cancellation form. A link to this will be sent to you with every email order confirmation
  • Please include a copy of the invoice and your telephone number with every return. Then we can contact you at short notice if anything is unclear
  • We will refund the money immediately after receiving the goods using the payment method (PayPal, Amazon, credit card, etc.)
  • We generally cannot accept unpaid shipments and will be returned to you at your expense
Who pays the costs for the return?


The customer always has to bear the costs of the return. If you want to exchange an item (different size or color, etc.), simply send the goods back to us, enclose a copy of the invoice and note the exchange request. We will then ship the desired new item free of charge.

Your order arrived defective?


Unfortunately, it often happens that a shipment is damaged during shipping. We are very sorry if this happened. Please contact us by telephone to clarify all further steps. We will try our best to complete your order as quickly as possible.

Your order hasn't arrived completely?


For larger orders or items with different lengths etc., we reserve the right to ship your order in multiple packages. Unfortunately, even if these packages are sent on the same day, they will not necessarily be delivered to you on the same day. That's why we ask for a little patience. You can use the tracking number provided to you by email by the parcel service provider to track where your parcel is currently being processed. If the second package has not arrived after 3 days, contact us.

Your order hasn't arrived?


The standard delivery time for shipments is 1-2 working days. In very rare cases even a week. If you have not received your order yet, please call us immediately to clarify the next steps.

Invoice payment is not possible for me. Why?


We work with PayPal for invoice and direct debit payments. PayPal handles the entire payment process for us. PayPal checks the identity and creditworthiness of customers during the ordering process in order to then decide whether invoice payment is possible. This is the only way we as a small company can offer invoice payment.
The reasons for deactivating bill payment can be varied:

  • Due to the lack of a central register, it often happens that customers cannot be assigned to the specified billing address. This may be particularly the case if you have recently moved
  • You have entered a company address
  • You have specified a nickname or artist name
  • The billing address differs from the delivery address
  • The delivery address should be a packing station
  • There are negative payment experiences for the inquiring customer at PayPal or at the data sources used by PayPal
  • There are too many unpaid order transactions at PayPal. Please check any outstanding invoices and pay them
  • The customer's individual order limit has been exceeded for the requested purchase