Frequently Asked Questions (FAQ)
Order
No, you have the possibility to order as a guest without registering for an account. However, when you create a customer account, you can easily view all your orders and their shipping status.
If you forgot your passwordm you can easily request a new password by clicking on Forgot password.
You will receive an order confirmation email from us as soon as we have received your order. If you have created a customer account, you can view the status of your order after logging in.
Unfortunately, we cannot retroactively apply discounts. Please just use your discount code for your next order.
In order to offer you the fastest possible delivery time, your order will be forwarded directly to our warehouse. Therefore, once we have successfully received your order, we cannot amend it or edit/cancel it.
You have 30 days to return products you do not want to keep. Please note that we can only take accept returned items if the hygiene seals are undamaged. Of course, you still have the possibility to take a product out of its packaging to feel it, check the quality/color, etc.
For an exchange, we ask you to simply reorder the desired products and return the products you don't want to keep. For more information, see Returns or our Cancellation Policy.
For an exchange, we ask you to simply reorder the desired products and return the products you don't want to keep. For more information, see Returns or our Cancellation Policy.
Payment
We offer several different and flexible payment methods. For more information, see Payment methods.
Once we have shipped your order, you will receive your invoice from Klarna by email. You can also log in at any time via the Klarna portal to view your invoice.
You can easily do this via the Klarna portal .
Klarna performs various personal checks during the checkout process and then decides which payment methods are available to you. Unfortunately, we have no influence over this and cannot change or adapt anything. In this case we ask you to choose an alternative payment method.
Shipping and delivery
Detailed information about our shipping costs (incl. countries and delivery times) is available here: Shipping information
On weekdays, all orders received until 4 PM are usually shipped the same day. The estimated delivery time will be displayed during the order process. You can also view it here: Shipping information
We will send you a shipping confirmation by email as soon as your order is shipped, including a tracking code for your package.
Please contact our customer service by email with detailed photos and a description of the defect(s):
It may take a few hours for the tracking to be available and your package to be scanned at the parcel center. Please don't worry. However, if the shipping status does not update for at least 3 days, please contact our customer service via email at:
Return & refund
You have 30 days to return products you do not want to keep. Please note that we can only accept returned items with undamaged hygiene seals.
Please fill out the enclosed return form completely and enclose it with your return shipment. You will also find the return address on the form.
For more information, see Returns or our Cancellation Policy.
Please fill out the enclosed return form completely and enclose it with your return shipment. You will also find the return address on the form.
For more information, see Returns or our Cancellation Policy.
Yes. Unfortunately, the shipping costs for the return shipment are to be borne by you.
We strive to process all returns within one week of receipt, but can often do this much faster. The refund will be paid to the same payment method you used for the purchase, as soon as your return has been processed.