Find help here!
For our customers, we created this page to make contacting us easier.
By the help of practical forms, you can enter and send in all relevant information to describe your issue easily.
You are one of our customers, and your issue is one of the following?
Changes of my order:
If you have changed your mind, we will modify your order before shipping as you wish. This is of course entirely free of charge and will be solved quickly and without any problems. All we need from you is the following information.
Please note that due to privacy restrictions, we did not save the banking account information you used for advanced payment. Therefore you need to supply them here, in case you have already paid and are now choosing a cheaper product.
If you have not paid yet, please transfer the new amount right now (advanced payment) Orders using a credit card or cash on delivery can be changed without any problems, since no payment has been issued yet.
Shipping done – but no delivery:
If you have already received a shipping confirmation from us via eMail, but you are still waiting for your products to arrive for four or more business days, please inform us, so that we can check the status of your order.
Paid already – but no shipping yet:
If you have not yet received a shipping confirmation for 3 days, although..
- ..you have chosen cash on delivery or credit card as your method of payment,
- .. your transfer (advanced payment) should have been wired to our account already,
you can check the status of your order here.
Cancellation of my order, which has not been shipped yet:
If you wish we will cancel your order and refund the amount issued. In case you chose to cancel your order, since you were not satisfied with our work, please tell us. We need your feedback to improve our service.
Please note that due to privacy restrictions, we did not save your banking account information for your advanced payment. Therefore you have to supply it here. Orders using cash on delivery or credit card can be cancelled easily, since no payment has been issued yet.
Reklamationen bezüglich der Funktionen oder produktionsbedingter Mängel der Artikel: (Keine Falschlieferungen o.ä.)
Even though the quality of our products is checked carefully, it might occur that some of our products might show a defect. Be it a malfunction or an error in production. Of course we try everything to satisfy you entirely. In almost all events we will exchange the product. Tell us what happened, and give us a chance to make things better.
Return my order entirely:
Please just send the package back to us. Additional shipping cost will of course be paid back.
In order to do this, please print and fill out the return-form that goes with your package. In case the form is sent to us incomplete, we might not be able to proceed your returned products under certain circumstances. Please not that due to privacy restrictions, we did not save your banking account information. Therefore you will have to supply them once more. Orders via cash on delivery or credit card will be wirde back to your banking account, since they have already been book with our service providers.
As soon as we receive the intact product, you will be refunded the invoiced amount, also the shipping cost you paid for returning the product will be wired back to your banking account. Please note that this process might take a few days. In general, please send the package back cheaply and without insurance.
In case your decision to return the product was based on the quality of our service, or our work in general, please let us know by using the return-form that goes with your package. Only by this we can improve the service of our company.
Exchange of my order:
Please just send back the product(s) you want to have exchanged back to us.
Additional shipping costs will of course be paid back to you. In general, please send the package back cheaply and without insurance. Also enter the demanded information into the following form. If your data is incomplete, we might not be able to proceed your return.
Please note that due to privacy restrictions, we did not save the banking account information you used for advanced payment. Therefore you need to supply them here, in case the new product is cheaper than the old one. Orders via cash on delivery or credit card will also be wired back to your banking account, since payments have already been booked with our service providers.
Please understand that we can only send you the new product as soon as we received the old on you want to return.
Mein Artikel ist kaputt und ich möchte die Garantie in Inspruch nehmen:
Bitte sende den bzw. die Artikel, bei denen ein Garantiefall aufgetreten ist einfach an uns zurück.
Das zusätzliche Porto bekommst Du selbstverständlich zurückerstattet. Bitte sende das Produkt grundsätzlich günstigst als versichertes Päckchen und trage bitte in nachfolgendes Formular die angeforderten Daten ein. Bei unvollständig ausgefüllten Formularen kann die Rücksendung ggf. nicht bearbeitet werden.
Bitte beachte, dass wir aus Gründen des Datenschutz Deine Bankverbindung nicht gespeichert haben. Daher musst Du diese hier angeben, falls der Betrag des neuen Produktes günstiger ist. Auch Bestellungen per Nachnahme oder Kreditkarte werden Dir auf Dein Girokonto vergütet, da die Dienstleister mit uns schon abgerechnet haben.
Bitte hab Verständnis dafür, dass die Bearbeitung ca. 5 Werktage dauert, wenn wir den Artikel lagernd haben. Ansonsten muss der Artikel zum Hersteller geschickt werden. Auf die Bearbeitungsdauer des Herstellers haben wir leider kein Einfluss. Natürlich bemühen wir uns um eine schnellstmögliche Bearbeitung.
If you cannot find the right form for your problem, you can use our Contact form or call us at +49 (0)30 5268473-05.
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