FAQs
Carriage & Delivery
Q How much will the carriage cost be for my order?
A Shipping is calculated and displayed to you at checkout depending on what’s in your order and where it’s
being delivered to.
Q Where is my order being sent from?
A All of our orders are shipped from our warehouse in Hagen, Germany.
Q Which carrier should I expect my order to be delivered with?
A We usually use DHL for most of our shipments.
Q Will I need to sign for my order?
A Deliveries will need to be signed for and carriers are unable to leave consignments anywhere without a
signature. Should this be an issue, get in touch
and we can try and work something out for you.
Q How long will it take for my order to reach me?
A This can vary depending on where the delivery is being made to. Estimated delivery times will be displayed
to you at checkout. If delivery time is critical, do get in touch and we can usually find a way to
meet your deadline.
Q Will there be any additional costs to pay on receipt of my order?
A If you’re delivery is to a country outside the European Union, Customs in the delivery country may ask the
recipient to pay Import Duty or other local taxes on the goods before allowing them to be delivered. Please be aware
of what these costs may be to avoid any unpleasant surprises.
Refunds/Returns
Q I’d like to return/exchange something I’ve bought. What should I do?
A Drop us a line and we can usually
arrange the return of most products within 30 days as long as the items are in unused re-saleable condition. If you
could include your order number when getting in touch it will help us to arrange your return as quickly as possible.
Q Will you collect my return from me or do I have to post it back to you?
A Except under certain circumstances, the cost of return postage has to be covered by the customer. We’d
recommend sending all returns by a tracked service. We can collect if sending the return yourself is difficult, get in touch if you would like a quote.
Q One or more of my items has developed a fault. What should I do?
A Drop us a line and we will arrange
a refund/replacement for faulty goods. If you could include your order number, a brief description of the fault and
a digital photo of any visible issues when getting in touch, it will help us to resolve the problem as quickly as
possible.
Payments
Q What payment types do you accept?
A We accept the following payment types:
- Credit card or by invoice by business account only.
Q Can I pay in another currency?
A Our site only accepts payments in EURO. For other currencies a conversion fee may be applied by your
financial institution.
Other Things
Q I can’t get through to anyone on your helpline?
A Our team will be processing and despatching orders Monday to Friday between 9am and 5pm (GMT) please note that offices will be closed for UK & Germany Public Holidays. Outside of these hours and public holidays, drop us an email and we will get back to you as soon as we’re back in the office.
Other Useful Information
In case your question isn’t answered here, check out some of our more extensive policy pages below or drop us a line.