Frequently asked questions (FAQ)
Payment
What payment methods are available? We accept credit card, PayPal, iDEAL and SEPA direct debit. All available options will be displayed when you finalise your order.
Why was my payment not accepted? Possible reasons are incorrect card details, insufficient credit or a technical problem with the payment provider. Check your entries and contact your bank or payment provider if necessary.
How do I get an invoice? You can request an invoice directly during the order process. It will then be sent automatically to your e-mail address.
Is cash on delivery possible? No, we do not offer this payment method. Please select one of the available online payment methods.
Can I use vouchers or discount codes? Yes, you can redeem the corresponding codes during the order process in the field provided to reduce the order price.
How secure is my payment? We use the latest encryption technologies and a PCI-compliant payment infrastructure that reliably secures your data and transactions.
When will I receive an order confirmation? Immediately after successful payment, we will send you a confirmation e-mail with all the relevant details of your order.
How does a refund work? Contact our customer service and describe your request with your order details. Your request will be processed in accordance with our returns policy.
Where can I find my previous orders? After logging into your customer account, you will find a complete overview of all previous purchases and payments under „My account“ in the „Order history“ section.
Shipping
What shipping conditions apply? We ship on a DDP (Delivered Duty Paid) basis, so you don't have to worry about customs formalities and there are no additional customs charges.
Shipping destinations and service providers at a glance:
- USA - UPS Express (except Alaska and Hawaii)
- Great Britain - Local DPD Express
- Europe - UPS Express / DPD Express / DHL Express
European DDP countries: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
Note: Shipments to European countries (except Great Britain) are processed via Germany.
Further shipping destinations: United Arab Emirates (Dubai only), South Africa, Vietnam, West Malaysia (except Kalimantan).
Estimated delivery times:
| Country | Shipping service provider | Delivery time |
|---|---|---|
| USA | Local UPS network | 10-15 days |
| United Kingdom | Local DPD Express | 7-12 days |
| Germany | UPS/DPD/DHL | 8-13 days |
| France | UPS/DPD/DHL | 8-13 days |
| Belgium | UPS/DPD/DHL | 8-13 days |
| Luxembourg | UPS/DPD/DHL | 8-13 days |
| The Netherlands | UPS/DPD/DHL | 8-13 days |
| Czech Republic | UPS/DPD/DHL | 8-13 days |
| Poland | UPS/DPD/DHL | 8-13 days |
| Croatia | UPS/DPD/DHL | 8-13 days |
| Slovakia | UPS/DPD/DHL | 8-13 days |
| Slovenia | UPS/DPD/DHL | 8-13 days |
| Finland | UPS/DPD/DHL | 8-13 days |
| Denmark | UPS/DPD/DHL | 8-13 days |
| Sweden | UPS/DPD/DHL | 8-13 days |
| Austria | UPS/DPD/DHL | 8-13 days |
| Italy | UPS/DPD/DHL | 8-13 days |
| Hungary | UPS/DPD/DHL | 8-13 days |
| Lithuania | UPS/DPD/DHL | 8-13 days |
| Estonia | UPS/DPD/DHL | 8-13 days |
| Latvia | UPS/DPD/DHL | 8-13 days |
| Greece | UPS/DPD/DHL | 8-13 days |
| Ireland | UPS/DPD/DHL | 8-13 days |
| Portugal | UPS/DPD/DHL | 8-13 days |
| Spain | UPS/DPD/DHL | 8-13 days |
| UAE (Dubai) | Direct line Dubai | 12-18 days |
| South Africa | Direct line South Africa | 15-25 days |
| Vietnam | Direct line Vietnam | 3-5 days |
| West Malaysia | Direct line Malaysia | 4-8 days |
For countries outside this list, you are responsible for customs clearance and any duties incurred. Please enquire in advance with the relevant customs authority. A business licence may be required.
How are the shipping costs calculated? The costs depend on the weight, delivery address and shipping option selected. The exact amount will be displayed during the ordering process.
What should I do if my parcel is late or lost? If your delivery is significantly late or has not materialised, please contact our customer service. We will clarify the matter for you.
How do I track the status of my order? Log in to your account and go to the „Order history“ section. You will also receive tracking information by e-mail.
Are customs duties payable? Not in most countries - with the current exception of Canada and Denmark.
How long does it take for delivery? Stock processing takes 1 to 5 days depending on the item; the subsequent delivery time is 7 to 15 days.
Security
How secure is your website? To protect your data and transactions, we rely on a multi-layered security architecture consisting of encryption, firewalls and regular security audits.
What happens to my personal data? We adhere strictly to the applicable data protection regulations. Your data will neither be sold nor passed on to third parties, but used exclusively for order processing and customer service.
Is my payment data protected? Yes, our payment system complies with the PCI standard and ensures that your payment information is processed securely at all times.
How do I create a secure password? Combine upper and lower case letters, numbers and special characters. Avoid personal information such as dates of birth and update your password at regular intervals.
How do I recognise whether I am on the real website? Check the address bar of your browser. A lock symbol next to the URL indicates a valid SSL certificate, which confirms the authenticity and security of the page.
How do I report a security incident? If you suspect any unusual activity, please contact our customer service immediately. We will follow up any reports and take appropriate action.
How do you protect against phishing? We have implemented targeted anti-phishing measures to protect you from fake emails and fraudulent copies of our website.
Returns
Can I still change an order I have placed? Changes are possible until 23:00 (PDT, UTC-7) on the respective order day. Please write to us at blassvi95935@gmail.com.
How does a return work? We grant you a 15-day right of return. The returned item must be in its original unopened condition, the label must still be attached, and the original packaging and proof of purchase must be enclosed.
Procedure:
- Write to us at blassvi95935@gmail.com
- After checking and approval, you will receive a return label
- Send the parcel according to the instructions provided
Important: Consignments without prior authorisation cannot be accepted.
If you have any further questions, please do not hesitate to contact us at blassvi95935@gmail.com.