Frequently Asked Questions

Returns & Refunds

What is the online store's return policy?
You have the right to cancel your order within 30 days and have an additional 30 days to return the products. We will refund the entire amount, less return shipping costs, returned if the product is received in good condition.
Are there any costs associated with returning products?
Yes, you bear the return shipping costs. We recommend that you send the return with tracking, as we cannot accept responsibility for lost returns. Please consult our RETURNS POLICY on the website for further information on possible return shipping costs."
How long does it take for my return to be processed?
After we receive your return, we will try to process it within 5, but a maximum of 14, working days. You will receive a confirmation when processing is complete.

Order & Delivery

What are the shipping costs and delivery times?
We offer free standard shipping. The delivery time is usually 8-15 working days to Germany. Total expected delivery time includes a processing time of 1-4 working days and a delivery time of 7-11 working days depending on the destination. All delivery times are exclusive of customs fees and associated delays. You can find this information at checkout or in our ORDER AND DELIVERY POLICY
Does the shop offer international shipping?
No, we currently only offer domestic shipping and not international shipping. This ensures that we can maintain our standards for delivery time and customer service.
How can I track the status of my order?
Once your order has shipped, you will receive an email with a tracking number. Use this number, to track the status of your order on our Track Your Order page.
What should I do if my order doesn't arrive on time?
If your order does not arrive as expected, please allow 1-2 additional business days for updates. If problems persist, please contact us at or +64 9 802 4853 and we will do our best to determine the status of your order and assist you further.


Which payment methods does the online shop accept?
We accept payments via Visa, Paypal, MasterCard, Maestro, American Express, Discover, Diners Club and Unionpay. The available options will be displayed during the purchase process. Please see our Payment Policy for more information.
Can I receive an invoice for my order?
Yes, you will receive an invoice via email when your order is completed.
Are there any costs associated with certain payment methods?
In most cases we do not charge any additional fees for payments. All costs will be clearly stated at checkout.
How can I fix someone a Payment Error?
If you have made a payment error, please contact our customer service immediately, to receive support