FAQs

From where is my order being shipped from?
We are based in Germany. All products are shipped from here.

How long does shipping take?

After the processing time which takes 1-3 working days per order usually - now 3 weeks due to the shop vacation, the shipping time is different for different regions: 

Germany: 1-4 working days 

EU: 2-7 working days 

Europe:3-9 working days

USA: 6-12 working days tracked shipping, up to 4 months for untracked shipping 

UK: 4-7 working days 

all other countries: 4-14 working days



Can I request a return?

We do not accept refunds except in cases where we made an error with your order or your order arrives damaged. If that happens, please contact us right away via email: [email protected] . 

Exception:
If you are a customer from the EU, you have the right to refund your order within 14 days of placing it for any reason as it is required by EU law. 
However, items must be in their original condition (unused and undamaged), and in their original packaging. 

If you order from our shop but decide to deny delivery when the package arrives at your destination, you can not request a refund.  The same goes if you do not pick up your package at the post office quick enough. 

Do I have to pay customs fees/VAT/ or other import fees?


Customers are responsible for paying eventual import fees.
However, you should not expect to pay customs fees if: 

- you are a customer from the EU
- if you are a customer from the USA 
- if you are a customer from the UK with a total order value of under 45GBP

This is not a safe promise, additional customs/transport fees can still occur to any nations outside of the EU at any order value. 

what if my order gets lost?


If you choose untracked shipping and/or letter mail, we are not responsible for the loss of your order and will not be giving a refund. However, please contact us and we will find a fair solution.

If you choose tracked shipping and your order gets lost during transport, please contact us right away so that we can contact the shipping provider and eventually find your package or work on another solution (e.g. sending you a new package).