Frequently asked questions
Welcome to our FAQ page. How can we help you?
Please check your spam folder since the confirmation email might be mistaken as junk mail and end up in there.
The order confirmation should be sent right away, but it can happen that there is a delay. If you have not received anything, please contact us so we can check that everything is fine with your order.
Unfortunately this is not possible, because there is a high loss rate for letters. As we want you to receive your ordered goods, we send all our products as an insured and traceable parcel, as requested by our transaction partners.
We try to ship to the most countries possible. However, if a country is not in our list, please contact us by e-mail (email@example.com), stating the address, e-mail address and the article number of the product you would like to order. We will check the request and get back to you as soon as possible.
Accumulators, spray cans and batteries are dangerous goods and are only shipped by DPD*. If DPD does not offer shipping for your region,
we cannot ship dangerous goods to your address.
*Within Germany we also send dangerous goods by DHL.
If your order consists of several products, we will combine the items into one shipment. If there are different delivery times for the items, the delivery time for the entire shipment will be the same as the one indicated for the item with the longest delivery time. If you wish to have a different procedure, please inform us by e-mail (firstname.lastname@example.org).
Orders and pick-up
Yes, this is possible. Please make an order in the online shop and choose prepayment/bank transfer as payment method. Indicate in the comment field when ordering that you would like to pick up the item. The articles are then reserved for you for 5 working days.
Changing/adding/combining an order is possible as long as the following conditions are met:
- The invoice must not yet have been created for the order.
- The chosen payment method must not be Amazon Payments or credit card.
If the requirements are met, please send us an e-mail (email@example.com) stating the order number and your additions or change requests. We will then contact you immediately.
For articles marked with the note "Preorder possible" (see category: Pre-Order), we will also indicate an expected delivery date. The article are not yet in our warehouse and are not yet available from the supplier. Nevertheless, an order is already possible: Place the item in the shopping cart as usual and place the order. If the article is available at our warehouse, your order will be sent to you as soon as possible.
If you have your order sent directly to Switzerland, we do not charge any VAT. If you have the order delivered to an address within Germany, we have to charge the German VAT. This can be refunded if you personally export the goods to Switzerland. Please indicate in the comment field during the ordering process that you would like an export declaration. We will then send this together with the order. We need this stamped by customs in the original and as letter post back - within 3 weeks after the invoice date. A stamped invoice is unfortunately not sufficient. We ask for your understanding that we deduct 10 EUR from the refund amount for the effort.
Return and complaint
You have the right to return your article within 14 days without giving any reason. You can find more information about the revocation here: Instructions for cancellation & Cancellation form
Please note that we do not bear any costs for the return shipment.
If you have received a defective article, please inform us first by e-mail (firstname.lastname@example.org). Please include a detailed description of the error in your e-mail. This should include the following points:
- When did the error occur?
- How does the error manifest itself?
- Can the error be repeated?
- What was done immediately before the error occurred?
If it is a visible error/damage, please attach pictures to the e-mail on which the error/damage can be clearly identified.
We will then check your request and contact you immediately to inform you about the further procedure.
Please note our cancellation policy: Instructions for cancellation
If it is a revocation, you have to pay the return shipping costs. An offsetting with another order or article is not possible. Please place a new order for this.
Questions to the product
We are happy to assist you with our expertise and will be happy to advise you. But please note that we receive a large number of enquiries every day and therefore please check relevant sources for possible answers before contacting us, e.g. condition manuals or manufacturer pages.
Not available! = The article is currently not available in our warehouse or at the supplier. If the article is available again, the delivery status will be adjusted and an order is possible again.
In stock available! = The article is in our warehouse and can be shipped immediately.
Order item, available at the supplier! / The article is ordered from the supplier! = The article is currently not in our warehouse and must first be ordered from the supplier. As soon as the article arrives at our warehouse, it will be shipped to you immediately. Unfortunately, this can lead to longer delivery times. Please refer to the information on the article page for the longer delivery time.