Shipping and delivery

General

What are the shipping costs?

The shipping is free of charge for you from an order value of £70.00. For smaller order amounts shipping costs of £12.00 will be charged.

What countries do you ship to?

Currently we only ship within UK and Germany .

With which shipping partner will my order be shipped?

Orders in Germany are currently shipped with our service provider DHL.

Do you also deliver via other service providers than DHL?

No, currently all packages in UK are sent with DHL.

Can I also have my order delivered to a packing station?

Yes, you can have your order delivered to a Packing Station. To do this, tick the box next to the question “Send delivery to a different address?” and select packing station/ branches as the address type. In the following step, you can enter all the necessary details for a delivery to your preferred packing station. Please note that you must have completed your registration process with DHL before you can send your order to a packing station. Only registered DHL customers can use this service.

Can I also have my order delivered to a postal branch?

Yes, you can have your order delivered to a postal branch. To do this, tick the box next to the question “Send delivery to another address?” and select “Packing station/ branches” as the address type. In the following step, you can enter all the necessary details for delivery to the postal branch of your choice. Please note that you must have completed your registration process with DHL before you can send your order to a postal branch. Only registered DHL customers can use this service.

Do you offer express delivery?

No, we do not currently offer express delivery.

Delivery

There are no documents in my package – why?

For the protection of the environment you will not find any return documents or delivery notes in our shipments. You have received all necessary information from us by e-mail.

Where is my package?

In your shipping confirmation you will always find the tracking number of your order. With this number you can check the current delivery status on the website of our shipping partner DHL at any time. In addition, you will also find a link in this shipping confirmation that will take you directly to the DHL tracking system. There you can easily check where your package is and when it will reach you.

You want to know what your shipment status means? Then take a look at the following link: What does my shipment status mean?

How long does delivery take?

Your delivery usually arrives 2-3 days after receipt of payment, provided the product is in stock. If there are any delays, please check your shipment status.

You want to know what your shipment status means? Then take a look at the following link: What does my shipment status mean?

Problems during shipping

My package was returned to you. How do I proceed now?

Please first check the reason for the return. Use the tracking number from your shipping confirmation. With this number you can check the current delivery status on the website of our shipping partner DHL at any time. The shipment status shows where your package is currently located. You want to know what your shipment status means? Then take a look at the following link: What does my shipment status mean?

If your address is correct, please contact our customer service and order a new shipment. If you do not wish to order again, we will refund the purchase amount minus a flat-rate shipping fee of £12.00.

If your address is NOT correct, your order will be cancelled.

With the payment method Paypal we cannot make any changes to the delivery address due to the specifications of the payment provider. In this case it is necessary that the order is placed again by you. You can do this yourself online or contact our customer service. Please remember to change the address! After we have received and processed the returned mail, we will refund the invoice amount or cancel the claim.

If you have any questions, you can of course contact the customer service at any time.

My shipment is missing. What do we do now?

If you do not receive your shipment, please contact our customer service. We will solve the problem for you as soon as possible. Please use our contact form.

My package could not be delivered. What happens now?

First you should check what reason DHL provides for the non-delivery. Use the tracking number from your shipment confirmation. With this number you can always check the current delivery status on the website of our shipping partner DHL. The shipment status shows where your package is currently located. You want to know what your shipment status means? Then take a look at the following link: What does my shipment status mean?

Please also check at the same time whether you have entered your address correctly.

Your delivery could have the following status:

The shipment could not be delivered and is now being brought to the branch/agency for pickup: It is possible that the recipient was not present when the DHL courier attempted to deliver the shipment. The parcel can be picked up at a branch/agency. The address is stored on the notification card. It is also displayed online in the shipment tracking system. Please take your identity card with you when you pick up your parcel. Pickup is usually possible without a notification card.

The recipient can pick up the item at the post office from the time specified in the notification: The package has been redirected to a post office. Usually, the parcel can no longer be picked up from the postal branch on the same day, but only the following day. Please take your identity card with you when you pick up your parcel. Pickup is usually possible without a notification card.

The recipient cannot be determined (name not on bell/mailbox): The parcel carrier could not find you or the recipient under the delivery address. Please note: Mailbox and bell sign must be labeled with the name of the recipient, otherwise the messenger is not allowed to hand over the parcel. The parcel will probably be returned to us. In this case please contact our customer service directly. Please include the shipping address for verification.

The recipient cannot be determined: There seems to be an error in the delivery address. Or the recipient cannot be found by the DHL deliverer (e.g. missing bell label). The parcel will probably be returned to us. In this case please contact our customer service directly. Please include the shipping address for verification.

The shipment does not comply with the shipping conditions: The package will be returned by DHL to the sender because it may not meet the specifications. The most common reason for this is an incomplete registration for the DHL packing station/post office or a typo in the packing station/post office details. To fully register for this service, you must already have received and activated your personal registration mail. You also need your customer card. The package will probably be returned to us. In this case, please contact our customer service directly.

The recipient did not collect the shipment from the PACKSTATION within the nine-day storage period: the parcel was ready for collection at a packing station. The recipient did not pick up the parcel within the storage period. The parcel will be returned to us. In this case, please contact our customer service directly.

The recipient did not pick up the parcel at the postal branch within the seven-day storage period: the parcel was stored at a postal branch and should have been picked up there by the recipient. Because this was not done in time, the parcel was returned to us. In this case, please contact our customer service directly.

Important note: If there is an error in the address entry, the old order will be cancelled and it is necessary that you re-submit the order. After we have received and processed the returned mail, the invoice amount will be refunded or the claim will be cancelled. Please contact the customer service with the corrected address. If you do not wish to order again, we will refund the purchase amount minus a flat-rate shipping fee of £12.00.