FAQ

Frequency Asked Questions

1. Ordering

Who can place orders?

Both commercial and private customers are warmly welcomed in our online shop. Commercial customers include all types of businesses, as well as self-employed individuals, freelancers, doctors, associations, etc. Private customers are individuals who order our products for personal use or for their households.

The ordering process is quite simple. After selecting all desired items and adding them to your cart, click on “Checkout.” If you are already a customer, please log in with your credentials. New customers will need to enter their information at this point. New customers must fill out the declaration of final usage digitally. This also includes uploading a valid ID or passport to verify age and identity. This step is mandatory as we need to verify our customers. After that, you can complete the ordering process in just a few steps.

Important: If the delivery address differs from your billing address, please provide it in detail!

Yes, orders from abroad are accepted. The appropriateness of acceptance will be assessed on a case-by-case basis. Shipping is not available to the following countries: Portugal, United States of America, Canada, New Zealand, Australia.

After completing your order, you will immediately receive a confirmation via email. This will be sent to the email address you provided in the order form on our website. After payment is received, you will receive a follow-up email confirming your order, which is usually followed by the shipping confirmation, as we ship orders immediately after payment.

How long does the order take?

Once payment is completed, the order will be shipped immediately, typically within 12 to 24 hours. There is no shipping on weekends. If you do not receive a shipping confirmation within 48 hours after payment, please contact our customer service here.

Yes, our online shop is optimized for mobile devices. You can easily place your orders using a mobile device.

Log in to our website with your credentials. In our customer area, you have the option to view all previous orders made through our online store.

2. Payment

What payment methods are accepted?

We accept various payment methods, including bank transfer and cryptocurrencies.

Yes, we use secure SSL encryption to protect your payment information.

Of course. The net and gross amounts are always stated separately.

You can change your billing address in your customer account or through our contact form.

No! Unfortunately, that is not possible.

3. Shipping & Delivery

What shipping costs may apply?

The exact shipping costs can be viewed on our website. Additionally, all cost breakdowns will be
displayed during the ordering process.

Depending on the location, delivery can take 1 to 5 business days. In special cases, such as orders from abroad, delivery may take a bit longer. Outside the EU, shipping can take 14-28 days.
Certainly! As long as the shipment has not yet been dispatched, we can easily adjust the shipping address. Please send a message to customer service in this case, and we will be happy to assist you. However, if the package is already on its way, there is not much we can do. With some providers, you can change the address or delivery location through the tracking system. From that point on, we assume no liability and do not offer assistance in such cases, as this is the responsibility of the shipping service provider.
Yes, we also deliver outside of the european union. Certain shipping costs and delivery times may vary depending on the region and destination. Shipping is not available to: Portugal, USA, Canada, New Zealand, Australia.
Can I provide a delivery address that differs from my billing address?
Yes, that is no problem. You can choose different delivery and billing addresses during the ordering process.
Once your order leaves our warehouse, you will receive a tracking link via email. Additionally, we will notify you of any changes in the order status via email.
We do our best to ensure that shipments arrive safely to our customers. Unfortunately, plastic and cardboard have their limits, and not every delivery person is considerate enough to respect them. If our products arrive damaged, please document the damage and contact us. We will then work together to find a solution.
In most cases, shipments arrive safely, securely, and quickly to our customers. Of course, there are occasional exceptions. It may happen that the address details are incorrect or that no one is home at the time of delivery. Therefore, we kindly ask you to ensure that everything is correct and that someone is available to accept the package before completing your order. If a shipment goes missing, please contact us. We are not able to check the delivery status of all shipments on a day to day bases. We rely on you to reach us to identify lost parcels. Once you reach out to us, we can work together to resolve the issue.

4. Returns and Refunds

Can I return the goods?
You can return the goods within 14 days of receiving them. Please refer to the return olicy on our website.
Please inform us immediately! Since we have automated order processes, once we receive a payment, the order will be shipped. Therefore, you must contact us before shipping. We will then refund the payment, but since we incur costs, we will charge a processing fee of 5 euros.
No, we do not provide a full refund of the purchase price. We charge a processing fee of 25 euros upon receipt of the goods. The remaining amount will be refunded to you promptly. Please note that the buyer is responsible for the return shipping costs, and we do not cover these expenses.
We will refund the purchase price only after receiving the goods in unused condition and in their original packaging.

5. Security and Data Protection

Will any personal information be shared?
No, under no circumstances! We take data protection very seriously and do not share data in any way!
We are very aware of the sensitivity of your data and do our best to ensure that it is stored securely. We use encryption at every step and keep our systems up to date to avoid security vulnerabilities.

Yes, you can access it here.

Your data will only be processed in-house and exclusively in accordance with legal regulations.
Detailed information can be found in our privacy policy.

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