FAQ - Frequently asked questions
Can I get samples of your products?
We'd love to! Because we can well understand that you want to test our products first before you use them across the board.
That's why you can order free sample packs for all our product categories. Click on "Shop" in our navigation and then on the category "Free Samples". Then select the sample pack you are interested in and put it into your shopping cart. You only pay the shipping.
Important: The offer is limited to one sample pack per product category.
Do you offer graduated prices for larger purchase quantities?
Yes, because with us, the higher the purchase quantity, the lower the price per piece. Therefore, on every product page in our online store you will find quantity discounts for up to "medium" purchase quantities, which you can easily secure via online checkout.
If these quantities are not sufficient for you, i.e. if you are interested in quantities up to a pallet and beyond, please send us an e-mail to email@example.com or use our contact form and we will get back to you as soon as possible with an individual offer.
How can I redeem my discount code?
If you would like to redeem a discount code, you can do so in most cases in the checkout process, i.e. after clicking on the "Checkout safely now" button in the shopping cart. Simply fill in the "Discount code" field accordingly and click "Apply". If your discount code is valid, your savings will be displayed directly.
If you have a product with a quantity discount, i.e. an already reduced item in your shopping cart, the field "Discount code" is already in the shopping cart view. Even then: Fill out the field and click on "Apply". If your discount code is valid, your savings will be displayed directly.
Can I still edit or cancel the order I placed?
Yes, just send us an email with the order number you want to change or cancel. However, you can only make changes as long as the order has not yet been shipped.
Shipping & Delivery
A product is a pre-order, what does that mean for my order?
For environmental reasons we send all products of your order as bundled as possible. So if a product of your order is currently not available or a pre-order, we usually wait with the shipment until all products are in stock.
If you want a partial delivery, just write us in the order instructions, which you can find in the shopping cart at the bottom left or just write us via contact form or mail(firstname.lastname@example.org).
How long are your processing and delivery times?
Orders placed before 12pm usually leave our warehouse the same day. From then on, the delivery time depends on the shipping destination: Within Germany it is usually 1-2 business days, abroad it can be up to 5 business days or longer.
How much are the shipping costs?
Our shipping costs depend on the weight of your order and the region of your delivery address. Therefore, they are not so easy to determine. You will find out the actual shipping costs as soon as you have entered your shipping address in the check-out.
How can I track my order?
As soon as your order has left our warehouse, you will receive an email from us with a tracking number.
If it is a shipment via DPD, you can track the shipping status of your order here: https://www.dpd.com/de/de/empfangen/sendungsverfolgung-und-live-tracking/
If it is a shipment via DHL, you can track the shipping status of your order here: https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html
You can also check the status of your order in our online store at the bottom right via our live chat. All you have to do is enter your order number (this starts with an S, e.g. S1234) and your email address.
Do you ship yourself?
Until early summer of last year, we packed and shipped all orders ourselves by hand. With the increasing number of orders and deliveries we have teamed up with our current shipping partner Elandia. This way we can take care of your concerns and Elandia takes care of the shipping professionally.
What is DHL GoGreen?
GoGreen is an environmentally friendly option for shipping via DHL and Deutsche Post.
The emissions associated with the shipping process are compensated by worldwide investments in climate protection projects. Thus, our products can be shipped as climate neutral as possible by paying a compensation.
I ordered to the wrong address, what can I do?
If you have not yet received a shipping confirmation, you are welcome to send us an email at email@example.com and we will try to correct the shipping address.
However, if your order is already in the shipping process, we cannot guarantee that the change can be made.
If the order does not arrive, please send us a mail.
Which countries do you deliver to?
We deliver to the following countries:
Germany, Liechtenstein, Switzerland, Norway, Austria, Poland, Belgium, Luxembourg, Netherlands, Denmark, Czech Republic, France, Hungary, Monaco, Slovakia, Slovenia, Estonia, Finland, Ireland, Italy, Latvia, Lithuania, Portugal, Spain, Sweden, Bulgaria, Croatia and Greece.
How do I receive an invoice for my order?
Directly after the purchase you will receive an email from us with an order confirmation. In this mail there is a yellow button where you can download the invoice.
If you can no longer find the mail or can not download the invoice, simply write to us via firstname.lastname@example.org or contact form and we will send you the invoice later.
What are the payment methods?
We offer the following payment methods:
- Klarna purchase on account
- Klarna instant bank transfer
- Credit card
- Store Pay
For all payment methods we wait by default for the receipt of payment before we send your order.
Account & personal data
I have not received the discount code for the newsletter registration
As soon as you have confirmed your newsletter subscription, you will immediately receive another mail with your personal discount code. It may happen that you receive the mail with a few minutes delay. Please also check your spam folder.
If you still haven't received a mail with your discount code after 15 minutes, please contact us via the contact form or by sending an e-mail to email@example.com.
How can I unsubscribe from the newsletter?
You can unsubscribe from the newsletter with just one click in any mail from us. Scroll to the bottom of the newsletter and click on the words "unsubscribe here". You will not receive any further newsletter mails from us.
What are the benefits of having a customer account?
With a customer account you can place orders easier and faster, because your billing and shipping address is then already stored with us.
In addition to the gross prices of our products, you will also see the corresponding net prices on the product pages.
How can I delete my customer account?
If you want to delete your customer account, please write us a short mail to firstname.lastname@example.org or use our contact form. We will delete your account as soon as possible.