FAQ - Frequently Asked Question
1) Delivery & Shipping
How quickly will my order be dispatched?
Your order will be dispatched as soon as we have received payment for it. For PayPal and SOFORT payments, your order will be dispatched after the order has been placed. For bank transfer payments, your order will be dispatched as soon as we receive your payment. Please note that it may take 5 to 7 days to activate orders made via bank transfer.
Which shipping options are available?
We offer two shipping methods: UPS Parcel Shipping and Global Shipping with Deutsche Post.
Our Global Shipping method is specifically for individual small, lightweight products. Parcels sent with Global Shipping are not insured and you will not receive a tracking number if you select this shipping method. You can see a list of prices for Global Shipping here.
If you select UPS Parcel Shipping, your parcel will be insured and you will receive a tracking number for your order.
How can I track my order?
If you have selected UPS Parcel Shipping as your shipping method, you will receive an automatic confirmation email once your order has been dispatched. In this email, you'll find the tracking number, expected delivery date, and a link to track your order. If you haven't received this email, please check your spam or junk folder.
When will my order be delivered?
Orders are usually shipped within approx. 5 to 7 working days for UPS or 10 to 15 days with Deutsche Post. Orders containing engraved items will require an additional 1 to 2 working days.
Can I choose any delivery address?
You can enter the address of a package locker, parcel shop or postal service branch. Please ensure that the delivery address is correct. If the parcel is missing or has the wrong information, we cannot be held liable for its return.
Will my order be sent again if the original delivery failed because of an incorrect address?
Our customers are responsible for entering the correct details when ordering. If the delivery address we receive is incorrect and the order can then not be successfully delivered, it is the customer’s responsibility to place a new order. Any additional costs incurred are also to be covered by the customer.
What should I do if I don't receive my order?
If your order does not arrive within the specified time period, please contact our customer support team at firstname.lastname@example.org and give them your order number.
Unfortunately, we cannot resend unclaimed or undelivered items. These items will be refunded (minus any handling fees). This does not apply to engraved items as they have been personalized. If you have any questions, please contact our customer service team via email.