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

Your order number is still from our old shop system.

Please email us with your order number (starting with a 6) and the items you would like to return.

Mit Rücksicht auf unsere Umwelt, haben wir uns entschieden keine kostenlose Rücksendung anbieten. Wir möchten ein Bewusstsein für Lieferwege schaffen und die Retouren minimieren.

Wenn du einen Artikel an uns zurücksenden möchtest, ist dies natürlich im Rahmen der gesetzlichen Bestimmungen möglich.

Rücksendungen sind gemäß unseren AGB innerhalb der gesetzlichen Widerrufsfrist von 14 Tagen vom Kunden auf eigene Kosten zurückzusenden.
Wird von einem gesetzlichen Widerrufsrecht Gebrauch gemacht, (siehe Widerrufsbelehrung) hast du die regelmäßigen Kosten der Rücksendung zu tragen, wenn die gelieferte Ware der bestellten entspricht.

Bitte habe Verständnis, dass wir keine kostenlose Rücksendung anbieten. Wir haben unsere Artikel preislich so kalkuliert, dass wir für jeden das richtige anbieten können.

Wir können Dir gerne ein kostenpflichtiges DHL-Label für den Rückversand, innerhalb Deutschlands, per E-Mail zusenden. Dafür entstehen dir Kosten i.H.v. 5,99 €. Diese Kosten werden von dem Erstattungsbetrag deiner Retoure abgezogen.

Möchtest Du diesen Service nicht in Anspruch nehmen, dann musst du das Paket auf eigene Kosten zurücksenden.

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 | One Plus Four 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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