Frequently asked questions
Here you can find answers to our most frequently asked questions.
Orders
I haven't received my order confirmation. Where can I find it?
Please check your spam or promotions folder first. If you still can't find it, send us a message with your name and the email address you used – we'll resend it.
I made a mistake in my order. Can I change it?
[Bitte anpassen] Contact us as soon as possible. As long as your order hasn't been shipped, we'll do our best to update it.
There's a mistake in my delivery. What should I do?
[Bitte anpassen] Please send us your order number and a photo of the item you received, and we'll sort it out right away.
Can I cancel my order after placing it?
[Bitte anpassen] Orders can be cancelled as long as they haven't been shipped yet. Please get in touch with us quickly.
Shipping & Delivery
Where do you ship and when will my order arrive?
[Bitte anpassen] Versandländer und Lieferzeiten eintragen.
Are customs fees included?
[Bitte anpassen] Angaben zu Zoll/Einfuhrabgaben eintragen.
My package shows as delivered, but I don't have it. What now?
[Bitte anpassen] Please check with neighbours and your building first. If it doesn't turn up, contact us with your order number.
My order is taking longer than expected. Is this normal?
[Bitte anpassen] Hinweis zu möglichen Verzögerungen eintragen.
Returns & Refunds
How can I return an item from my order?
[Bitte anpassen] Ablauf der Retoure eintragen.
Are returns free?
[Bitte anpassen] Retourenkosten eintragen.
Can I exchange an item?
[Bitte anpassen] Umtauschregelung eintragen.
When will I receive my refund?
[Bitte anpassen] Erstattungsdauer eintragen.
Items & Stores
An item I want is sold out online. Where can I get it?
[Bitte anpassen] Send us a message – we'll let you know if it's coming back.
Do you have a physical store?
[Bitte anpassen] Angaben zu Stores / Showroom eintragen.
If you still have questions
Please don't hesitate to get in touch with us if you need further help.
