Shipping Policy

We currently deliver to addresses in Germany only. The checkout only accepts countries we ship to. If you would like delivery to another country, contact us before ordering and we will tell you whether it is possible.

Delivery to parcel lockers, pickup points or post office boxes depends on the carrier our supplier uses and cannot be guaranteed. If you enter such an address and the carrier cannot deliver there, it may redirect the parcel to a nearby pickup point or return it. We cannot deliver to islands or remote areas that the carrier does not serve.

Standard shipping within Germany is currently free, whatever the order value. If we change our shipping prices or offer faster delivery options, the applicable cost is shown in the cart and at checkout before you place your order. The amount shown at checkout is the amount you pay.

If your order is shipped in several parcels, you are not charged extra. Costs for re-delivering a parcel that could not be delivered because of incorrect or incomplete details you gave, or because it was not collected, are explained in section 10.

After your payment is confirmed, we pass your order to our supplier, usually within 1–3 working days. The supplier then prepares and dispatches it. Working days are Monday to Friday, excluding public holidays in Germany and in the country of the shipping warehouse.

Processing starts only once payment has been received. We may hold an order for extra checks, for example if a payment looks suspicious or details are missing. If that happens, we contact you, and the delivery estimate starts once the check is complete.

Once dispatched, transit usually takes about 15–17 working days. Together with processing, you can usually expect your order within 20 working days of payment. If a product page shows a different delivery time, that time applies to that product.

All delivery times are estimates and not fixed delivery dates, unless we have expressly agreed a fixed date with you in writing. Because orders are shipped by our suppliers and handled by international carriers and customs, delivery can take longer than estimated, especially:

• during peak seasons such as Black Friday, Christmas and Chinese New Year;
• because of customs checks, carrier backlogs, strikes, bad weather or transport disruptions;
• if a product has to be restocked by the supplier;
• if your address details are incomplete or the carrier cannot reach you.

We are not responsible for delays caused by events outside our reasonable control, as described in our Terms. We will keep you informed and help you follow your parcel. Your statutory rights in the event of a significant delay are described in section 12.

Products in one order may come from different suppliers or warehouses. We may therefore ship your order in several parcels, which can arrive on different days and from different senders. We only do this where it is reasonable for you, and you are never charged extra shipping for it. Each parcel gets its own tracking number where available. If you are withdrawing from a purchase, the 14-day withdrawal period starts when you receive the last parcel.

When your order has been dispatched, we email you the tracking details where available. For parcels from international warehouses, tracking may only update once the parcel arrives in Germany, so a few days without updates are normal. The tracking number may change when the parcel is handed to the local delivery company.

Tracking information comes from the carrier, and we cannot guarantee that it is complete, correct or up to date. If your tracking has not updated for more than 10 working days, contact us at our contact page and we will check with our supplier and the carrier.

All prices in our store are in euros and include the statutory VAT. Any import VAT or customs duties for shipping into Germany are settled by us or our supplier, so you will not be asked to pay import fees when your parcel is delivered.

If a carrier or customs office does ask you to pay import charges for an order delivered to Germany, please contact us before paying. We will either arrange the payment or reimburse the charges after you send us the receipt. If you refuse a parcel because of such charges, please tell us right away so we can sort it out.

Customs authorities can open and inspect parcels, which may delay delivery. We are not responsible for delays caused by customs checks.

Please make sure your name, street, house number, postcode and city are complete and correct, and include any extra details such as a company name, floor or name on the doorbell. Because your order is passed to our supplier quickly, we cannot always change the address after you order. Contact us right away if you notice a mistake, and we will try.

If a parcel cannot be delivered because:

• the address you gave was incomplete or incorrect;
• you did not collect it from the pickup point or post office in time; or
• you refused to accept it without a valid reason,

and it is returned to the sender, you bear the costs of shipping it to you again. If you would rather not receive it again, we refund the purchase price minus the direct shipping costs this caused, as far as the law allows. Your right of withdrawal is not affected.

Please check your parcel when it arrives. If the outer packaging is visibly damaged, ask the delivery driver to note it, or report it to the carrier as soon as possible. Take photos of the packaging and the contents, keep all packaging, and let us know within a few days at our contact page.

For consumers, the risk of loss or damage only passes to you when the parcel is handed to you, and reporting damage late does not affect your statutory rights. Quick reports and photos simply help us arrange a replacement from our supplier faster. For business customers, the risk passes once the goods are handed to the carrier, and visible damage must be reported to the carrier and to us without undue delay.

How to report defective, damaged or wrong items is explained on our Returns & Refunds page.

If your order has not arrived within the estimated time, please contact us first. We will check its status with the carrier and our supplier, which can take up to 10 working days for international parcels.

If a parcel is confirmed lost on its way to a consumer, we will send a replacement at no cost or, if that is not possible, refund the purchase price in full.

If tracking shows your parcel as delivered but you have not received it, please check with neighbours, your building’s reception, any safe place and your local post office first. Then contact us within 14 days of the delivery date shown in tracking, so we can open an investigation with the carrier in time. We may ask you for a short written statement that you did not receive the parcel, which the carrier needs for its investigation.

If delivery is significantly delayed, you can set us a reasonable deadline to deliver and, if it passes without delivery, withdraw from the purchase and receive a full refund, as provided by law.

Because we rely on our suppliers for stock, a product may occasionally sell out or become unavailable after you order. If our supplier cannot deliver it and we are not responsible for this, we tell you without delay. You can then wait for it to be restocked, choose a similar product if we offer one, or get a full refund of everything you paid for that product, including any shipping cost charged for it. We never send a substitute product without your agreement.

We may update this policy for the future, for example when our shipping options, destinations or suppliers change. The version that applies to your order is the one published when you placed it. Your statutory rights as a consumer are never affected by this policy. If there is any difference between this page and our Terms & Conditions, the Terms apply.