FAQs

Order

What is the status of my order?
- You can check the status of your order in your customer account under "My orders". You will also receive a shipping confirmation from us by mail.
How can I cancel my order?
- Please send us an e-mail with your order number and we will cancel your order upon request.
How can I change my order later?
- Please send us an e-mail with your order number and your request.
- Since we try to ship your order as soon as possible, it may be that it is already on its way, which means that we cannot make any changes. We ask for your understanding if this is the case.

Shipping

When will my order be shipped?
- As soon as the release date of the products in your order is approaching and the payment has been made, your order will be packed and shipped.
- Shipping times within the EU are usually 3-5 business days, outside the shipping can take up to 21 days. Within Germany, shipping usually takes no longer than 1-2 business days.
Has my order been shipped yet?
- You can check the status of your order in your customer account under "My orders". You will also receive a shipping confirmation by e-mail.
How can I change my shipping or billing address later?
- Please send us an e-mail with your order number and your request.
- Since we try to ship your order as soon as possible, it may be that it is already on its way, which means that we can not make any changes. We ask for your understanding if this is the case.
Can multiple orders be combined?
- Basically this is no problem, please send us an email with your order number and your request.
- Since we try to ship your order as soon as possible, it may be that it is already on the way, which means that we can not make any changes. Please understand if this is the case.
Will my order be shipped in parts if I pre-order one item but the others in the order are already released?
- No, we will ship your order completely. We will use the latest release date as a guideline. If you want a partial delivery, please send us an e-mail. In this case we will charge the additional delivery costs.
Which shipping company do you use?
- Within the EU our packages are shipped with UPS.
- Outside the EU the packages will be shipped with DHL or UPS.
- Please send us an email with your order number and your request if you prefer shipping with DHL.

Return

My ordered item arrived damaged / items from my order are missing.
- Please send us an e-mail with your order number and your concern if something went wrong with your order.
- If your ordered item is damaged, we would ask you to attach 2-3 meaningful photos in your mail to make the replacement claim easier.
How do I return an order?
- The easiest way to return an order (e.g. in case of severe external damage to the package) is to refuse to accept it.
- If you still accepted your package, we would ask you to send us an e-mail with your order number and request.
- You can find more information about this in our Return Policy. There you will also find a cancellation form.
How do I get my money back?
- In case of a successful credit note, after a cancellation or a return, the refund will usually be made to the originally chosen payment method.

Payment

How can I pay?
- PayPal: With the help of the express checkout you can pay your order comfortably and in seconds.
- Prepayment: When ordering and with the order confirmation you will receive our bank details. With the reason for payment you transfer the complete amount to this account. After receipt of the transfer your order will be processed.
- Credit card: With the help of PayPal you can also pay by credit card in our store.
How can I change my payment method?
- It is not possible to change the payment method after placing the order. This is because the orders are prepared directly for shipping. At this point, changes are no longer possible.
Has my bank transfer arrived?
- By request we are happy to share information about the payment of each order. Please send us an e-mail with your order number and your request.
- If you have received a shipping confirmation, your order is usually paid.
I live outside the EU, do I still have to pay VAT?
- Yes, unfortunately we are not able to deduct the VAT, because private persons have to pay the VAT in the member state where they make the purchase.

User account

How do I log in to my customer account?
- With a valid email address and password you can create a customer account and also log in.
- In case of a guest order (PayPal express check-out) no classic customer account will be created.
I can not log in to my account. What to do?
- If your order was placed using the PayPal Express feature, only a temporary guest account was created. If you create a standard user account with the same email address, your guest orders will be migrated.
- Under the "Recover password" option when logging in, you can reset your password using your email address.
- If you still have problems logging in, we can also reset your password. Please contact the customer contact.
How do I delete my customer account?
- If you wish, we can delete your customer account. Please write us an e-mail.

Contact

Is your question not listed?
- You can reach us here. We will be happy to answer your questions.