FAQ
FAQ
Parcel not yet dispatched:
Orders are normally sent out within 48 hours. During busy periods, there may be slight delays. If you haven’t received a dispatch confirmation, please get in touch with our customer service team.Parcel could not be delivered:
The courier will usually attempt delivery again or leave the parcel at a nearby collection point. If the parcel is being returned to us, please contact our support team via chat (by typing “delivery error”) or use the contact form to provide your correct address, so we can resend your order as soon as possible.Tracking status hasn’t updated:
If the tracking information hasn’t changed for more than seven days, please contact us and let us know whether you’d like us to resend your parcel or issue a refund.Parcel marked as delivered but not received:
Please check with your neighbours or at possible safe places first, as the parcel may have been left there, or a delivery card may arrive later. If you still can’t locate it, contact our team for further assistance.
Incorrect address provided:
If you haven’t yet received a dispatch confirmation, it may still be possible to update your delivery address, provided the delivery country remains the same. Please contact our customer service team as soon as possible with the subject “Address change”, including your order ID or reference number and your new address.Parcel already dispatched:
If the parcel has already been sent and cannot be delivered, it will automatically be returned to the sender (you’ll see “Return to sender” in the tracking information).
Once this appears, please contact us via the Help Chat and provide your correct delivery address. Our Customer Care Team will resend your order to the right address as quickly as possible, as long as the items are still in stock.
Right of withdrawal:
You can return your order within 14 days. Items must be unused and in their original packaging.How to return your items:
Register your return online using your order number and postcode via the returns portal for your country (Germany, Austria, Switzerland).
Choose how you want your returns label: printable or as a QR code.
Pack your items, attach the label, and drop off the parcel at your nearest post office or collection point. Keep the receipt as proof of return.
Once we receive and inspect your return, we will issue a refund within 14 days, minus return shipping costs of €4.50, to the original payment method.
Note on return shipping costs:
The customer is responsible for return shipping, both to encourage environmentally conscious choices and to reduce unnecessary paper waste from pre-included labels.
Through our Help Center and our chatbot, Kapito, you can find lots of information about us and our products.
If you still have a question afterwards, our Customer Care Team will be happy to assist you!