questions and answers

Here you will find all the answers to frequently asked questions. If you cannot find an answer to your question, you can contact us at any time using the contact form.

Return and Refund

Out of consideration for our environment, we have decided not to offer free returns. We want to create awareness of delivery routes and minimize returns.

If you want to return an item to us, this is of course possible within the framework of the legal provisions.

According to our terms and conditions, returns are to be sent back by the customer at his own expense within the statutory cancellation period of 14 days.
If you make use of a statutory right of cancellation (see cancellation policy) you have to bear the regular costs of the return if the delivered goods correspond to the ordered ones.

Please understand that we do not offer free returns. We have priced our items so that we can offer the right thing for everyone.

We can send you a fee-based DHL label for return shipping within Germany by e-mail. You will incur costs of €5.99. These costs will be deducted from the refund amount of your return.

If you do not want to use this service, you must return the package at your own expense.

You can find instructions on how to return your items here.

You can find instructions on how to return a complaint here.

Please note that refunds can only be credited to the same payment method used for the purchase. If you see in the tracking that we have received your return, please give us the days to check and credit it.

Free Article

If the purchase value of your order is reduced below the respective minimum purchase value by exercising a right of cancellation or by a return, it is not possible to grant the free item for this purchase.

In these cases, the free item must therefore be returned with the return of the goods.

Therefore, please note our minimum purchase value of the respective free item.

Please send us a message using our contact form, stating your order number.

payment

Sometimes you may not be able to select the "Invoice" payment method because the payment service provider KLARNA carries out a credit check during the query, which we cannot influence.

Our payment service provider KLARNA sends the invoices by e-mail to the address you specified when ordering. Please check whether the e-mail has ended up in your spam or junk folder.

The sender name is:

Klarna | EinsPlusVier GmbH

shipping

We will send your packages with you DHL GoGreen, for CO2-neutral transport of your order.

For delivery within Germany we charge a shipping fee of 4.99 euros. From 49 euros order value you will receive the ordered goods in Germany free shipping

You can find an overview of the shipping costs here.

The delivery time is approx 1 to 3 business days after receipt of a complete and error-free order, for deliveries abroad within 4 to 7 working days.

As soon as your package leaves our warehouse, you will receive an email. If your package does not reach you within a maximum of 7 working days, despite confirmed shipping, please contact us by email, stating your order number.

As soon as your shipment has been picked up from our premises by our logistics partner DHL, you will receive a shipment number in an email generated by our logistics partner. You can use this number to track the status of your delivery.

Any recipient who was not found upon delivery will receive a parcel information card from DHL. This explains how you can get your shipment quickly and easily. DHL uses the card to let you know, for example, that your parcel is ready for collection from a neighbor or DHL ParcelShop. It is possible to request a new delivery attempt from DHL. This works via the website dhl.de/nochmal-zustellen. DHL points out that a second delivery can take place no earlier than two working days after placing the online order.

As soon as your package leaves our warehouse, you will receive an email. If your package does not reach you within a maximum of 7 working days, despite confirmed shipping, please contact us by email, stating your order number.

We want to keep packaging waste as low as possible and conserve resources - so from now on we will use well-preserved shipping boxes several times. 

contact form

Do you have a question or is there anything else you always wanted to tell us? Here you can send us your praise, criticism or suggestions at any time.

If you have any questions about your order, please give us your order number directly so that we can help you even faster. We will do everything we can to process your request as quickly as possible. Please note that our customer service is only available Monday to Friday from 8 a.m. to 5 p.m. and it may therefore take a little longer over the weekend.

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