FAQs

Here you will find all frequently asked questions - but you are also welcome to contact us directly
How can I contact customer service?

We are available by phone, email, or WhatsApp on weekdays from Monday to Friday, 9:00 AM to 5:00 PM. Feel free to send us an email or WhatsApp message outside of these hours, and we will respond as quickly as possible.

Order & Payment
Can I use my discount code and my voucher code together in one order?

Yes, combining discount and value vouchers is possible; just enter both codes one after the other in the "voucher code" field.
Can I also place an order by phone?

We are happy to take your order by phone as well – please have the item number ready.

Delivery & Shipping
My delivery could not be delivered, what can I do?

If your order could not be delivered by the shipping service, please contact our customer service with your full address and order number. We will then check if there were any issues with the address entry during the ordering process and get in touch with the shipping service.
According to the tracking information, my order has been delivered, but it cannot be found...

In the shipment tracking, you can see when and to whom the package was delivered – so if it’s with a neighbor, you can see that in the tracking. If your package is neither with a neighbor nor at an agreed drop-off location, please contact customer service with your order number. We will be happy to initiate an investigation request with the shipping provider.
What can I do if my order arrived damaged or incomplete?

If the box of your order is damaged, please take photos of the damage and send them to customer service. Also, let us know if any item is damaged or missing. We will then resolve the issue with the shipping carrier. Please keep the box until the matter is resolved.
Do I need to fill out a return form for a return?

To make the return process as easy as possible for you, you do not need to fill out a return form or register the return with us in advance. Simply pack the item or items from your order that you wish to return back into the box you received them in (or an equivalent one) and securely attach the enclosed return label visibly on the package. Please ensure that no other barcodes or address labels are visible on the package, as this could cause issues during shipping. Drop off the package at a parcel shop of the shipping provider of your choice. Once your return has been processed by us, you will receive a notification by email.
There is no return label in the package, what can I do now?

You are welcome to provide our customer service with your order number, and you will promptly receive a return label by email.

Complaints
My favorite arrived defective, what can I do?

We inspect our items for possible defects before every shipment. If your favorite item still arrives with a defect, please feel free to contact our customer service and, if possible, send us pictures of the defect. We will work with you to find a solution that suits you.
If the item was damaged during transport and the box also shows damage, please keep it for the resolution process with the respective shipping provider.
I have already used my favorite, but now it is defective – what can I do?

When selecting our manufacturers, we naturally pay attention to quality criteria. However, if an item does happen to break, please feel free to contact our customer service with your order number and pictures of the defect. We will handle the complaint for you and ensure that we find a good solution for you as quickly as possible.
How does a complaint process work?

As soon as we receive your favorite item, our claims department will check whether the article can be repaired. If a repair is not possible or economically viable, we will arrange a replacement item or issue you a credit.
Please note that wear and tear or defects caused by external influences cannot be claimed.
The entire process can take up to six weeks due to the various steps involved. If you have an item you cannot do without for that long, please let our customer service know. We have various loan items that we can provide to you in such cases.
My suitcase is damaged after a flight, what should I do now?

If your luggage has been damaged during transport by the airline, please contact the airline directly, as this is not a typical complaint if the item is damaged by external force. Therefore, check your luggage for any defects when you collect it from the baggage claim.
We are happy to provide you with a damage report documenting the repair costs so that you can claim these from the airline.