Frequently Asked Questions About Ordering and Payment
Here you will find helpful answers about the ordering process, ordering without a customer account, available payment methods, order confirmations, invoices, changes and cancellations.
Add the items you would like to purchase to your shopping cart and then proceed to checkout. There you can enter your billing and delivery addresses and select your preferred shipping and payment methods.
Before submitting your order, you will have the opportunity to review all details. Once the order has been placed successfully, you will receive an order confirmation by email.
Our tip: Before submitting your order, please check the selected items, quantities, colours and delivery address carefully.
No, a customer account is not required. You can complete your order as a guest without registering.
A voluntary customer account allows you to manage your saved addresses and view your orders more easily. When ordering as a guest, you will need to enter the required details again for each new order.
The payment methods available for your order will be displayed during the checkout process.
Depending on the delivery country, order value and other requirements, different payment methods may be offered. Simply select one of the available options.
Before submitting your order, you will see the full total amount, including any applicable shipping costs.
The available payment methods may depend on the delivery country, order value, customer status or other settings within the checkout process.
At checkout, you will automatically be shown only the payment methods available for your specific order. If your preferred method is not displayed, it cannot be selected for that order.
Our tip: First check your delivery address and selected delivery country. Please contact us if you need further assistance.
The time at which your payment is charged depends on the selected payment method and the respective payment provider.
With an immediate online payment, the amount may be charged after the order has been completed or once the payment provider has confirmed the transaction. For a bank transfer, you make the payment using the payment details provided.
Further payment information will be displayed during checkout or included in the relevant payment instructions.
Once your order has been submitted successfully, an order confirmation will automatically be sent to the email address you provided.
The confirmation normally includes an overview of the ordered items, your order number and the billing and delivery details you entered.
If you do not receive an email, please check your spam folder and make sure that the email address was entered correctly.
Our tip: Please include your order number whenever you contact us about an order. This helps us locate it more quickly.
Please contact us as quickly as possible. If your order has not yet been processed or dispatched, we will be happy to check whether a change is still possible.
Depending on the processing status, it may still be possible to change items, quantities or the delivery address. However, changes cannot be guaranteed.
Our tip: Please provide your order number and describe the requested change as precisely as possible.
Please contact us as soon as possible and provide your order number. If the order has not yet been processed or dispatched, we will check whether it can still be cancelled.
If the order has already been packed or handed over to the shipping provider, it may no longer be possible to stop it before dispatch.
For orders that have already been dispatched, please refer to the information about cancellation and returns published on our website.
Yes, several orders can be combined provided they have not yet been processed, packed or dispatched.
Please contact us as quickly as possible and provide all relevant order numbers. We will then check whether combined shipping is possible and whether the shipping costs can be adjusted.
Our tip: The easiest option is to reply directly to one of your order confirmation emails and tell us which orders you would like to have shipped together.
Yes, during checkout you can enter a delivery address that differs from your billing address.
Please check the name, street, house number, postcode, town and delivery country carefully before submitting your order. Incomplete or incorrect details may cause delays or result in the parcel being returned.
Once processing has started or the parcel has been handed over to the shipping provider, it may no longer be possible to change the delivery address.
Our tip: Please contact us as soon as possible if you notice an error in the delivery address after placing your order.
Yes, you will receive an invoice showing the ordered items, prices and billing details.
Depending on the ordering and shipping process, the invoice will either be included with the parcel or provided electronically.
Please check your billing address before submitting the order. Depending on the processing status, subsequent changes may no longer be possible.
Businesses can enter their company details and, where provided, their VAT identification number during the ordering process.
Whether a VAT-exempt intra-Community supply is possible depends on factors including the validity of the VAT identification number, the registered location of the business, the delivery country and the applicable legal requirements.
Entering a VAT identification number does not therefore automatically result in a VAT-exempt delivery. The details must first be checked.
Our tip: Please make sure that your company details and VAT identification number are entered completely and correctly.
Do you still have questions about your order or payment? We will be happy to help.
Contact us