FAQ about shipping

What happens if I'm not home when my order arrives?

If you already know that you won’t be home at the time of delivery, we recommend choosing an alternative delivery address (e.g. your place of work, neighbour, friend, etc.).

Some parcel services will deposit your package at a nearby parcel shop or post office and leave a notification if no one is there to accept the delivery. We recommend contacting the parcel service directly to enquire about their procedure.

Please use our order tracking tool or the tracking link to stay up to date with your order's delivery status and estimated time of delivery. This way, you can also see if there has already been an unsuccessful delivery attempt. For more information click here.

If you want to change your delivery address after you have already placed your order, please contact our Customer Service.

Where can I see the status of my delivery?

You can check the status of your delivery under “My orders” in your Customer Account. To find out if your parcel has already been dispatched, click on “view your order”. Here, you can also find our Order Tracking Tool and the tracking link.

If you have any further questions, our Customer Service will be happy to help.

What can I do to make sure that the delivery runs smoothly?

To guarantee a smooth and quick delivery, we recommend to:

Choose a delivery address, where someone will be present to accept the parcel. Alternatively to your home address you can have your order delivered to your place of work or a neighbour or friend.

Provide a phone number, so the courier can contact you if there are any problems with the delivery or they can’t find your address.

Track your order to stay up to date with the current location of your parcel and the estimated delivery time. All information about parcel tracking can be found under Parcel Delivery & Tracking.

Please make sure that your name is clearly visible at your door, so the courier won't have difficulties finding your address!

What should I consider when I order from outside of the EU?

If you place an order with a non-EU delivery address, all prices are displayed without the VAT. (Excluding: Switzerland, Norway and United Kindom)

The shipping company will take care of the import and issue you with a bill for all related charges, inculding custums duties, import turnover tax and VAT, on delivery.

You will find more details about shipping in your desired country under Shipping Methods & Costs and by selecting it in the country tab.

My delivery has gone missing. What should I do?

Don’t panic! We will do everything in our power to make sure you receive your order.

Please contact our Customer Service immediately.

The tracking tool states that my order has been delivered, but I haven't received anything. What should I do?

Don’t panic! We will do everything in our power to make sure you receive your order.

In this case, we need to investigate with the shipping company.

Please contact our Customer Service immediately.

I wasn't home when my order arrived so it was sent back. What should I do?

Please contact our Customer Service immediately.

We will send your order another time. You can also choose an alternative delivery address, where someone will definitely be present to accept the delivery (e.g. your place of work, a neighbor or friend, etc.).

The delivered package or the products inside are damaged, what should I do?

We make sure that every product leaves our warehouse in perfect condition.

If there are damages on the parcel, please don’t accept the delivery and contact our Customer Service immediately.

If loss of or damage to the goods is evident from the outside and the consignee or the sender does not notify the carrier/deliverer of the loss or damage at the latest when the goods are delivered, it shall be presumed that the goods were delivered in a complete and undamaged condition. The notification must indicate the loss or damage in a clear and sufficient way.

The presumption mentioned in the previous paragraph shall also apply if the loss or damage was not evident from the outside and was not reported within seven days from the date of delivery.

Damage or loss must be reported to a post office or shipping service provider branch within 7 days from the date of delivery without exception. Thereafter, it will be presumed that no recognisable damage was existing.

If you find damages after you have already accepted it, follow these steps:

Before you open the parcel, take photos of the damages. When you open the package, try to change the condition of the packaging material as little as possible. Check every product for damages and take photos if you find any.
If the products are damaged or a part of your order is missing, please contact our Customer Service and send the photos with a short description including your order number to [email protected]

Please keep all the packaging material. Our Customer Service will do their best to find a solution as quickly as possible.