FAQ / Frequently asked questions
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Important information about your order / FAQ
Order procedure:
Step 1: Register in our system
Step 2: Add selected goods to the shopping cart
Step 3: Check delivery and billing address
Step 4: Select payment method
Step 5: Complete the order
Step 6: Receive the order confirmation on the e-mail provided
Step 7: Posting the payment
Step 8: Shipment of the selected goods
Step 9: Dispatch confirmation automatically from DHL with parcel number
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Status of your order:
Waiting for payment: Your order has been received and will be shipped immediately after receipt of payment!
Payment received: The payment for your order has been booked. The goods will be dispatched immediately!
Dispatched: Your order has been shipped. At the same time you will receive another e-mail from DHL.
Partial delivery: As not all items were in stock, we have already dispatched the majority of your order. The remaining items will be delivered as soon as possible at our expense.
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Are all items in stock? How soon can I expect the goods?
We try to have as many items as possible in stock. Approximately 95% of the items offered are in stock and will be shipped immediately after receipt of payment. If you need a delivery in a hurry, please ask by phone or e-mail if all selected items are in stock. We will be happy to help you!
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Can I exchange an item if I don't like it or it doesn't fit?
Of course you can! You buy without risk and have the possibility to return the goods within 60 days after receipt. (Further information below under complaints, returns and exchanges).
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In which size do I have to order my desired article?
All items are produced in EU sizes and therefore usually come in normal sizes. Unfortunately, it is not possible for us to show the measurements of the individual products, as there are no standard units of measurement in the textile sector. However, you can ask us for these by e-mail.
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Do you ship every day?
Yes, we ship every day from Monday to Friday. Any order placed before 2pm will be dispatched the same day, provided we have received payment.
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Which logistics company do you use for shipping?
Since 01.01.2010 we have a cooperation agreement with DHL, which collects the order every day and sends it immediately. Standard delivery time within Germany: 24 - 48 hours after dispatch.
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Is it possible to send to packing stations?
Yes, no problem. Please remember the maximum size of 60 x 35 x 35 cm.
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Can I also order from abroad?
Of course we want to supply all countries with our products. Please note the different shipping costs that DHL charges for delivery. You will find an overview linked at the bottom of the homepage. If your country is not listed, please ask by e-mail - thank you.
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Payment information
Can I pay on account?
Yes, no problem! The invoice is then created via the payment provider PayPal Plus and you settle the payment directly via the PayPal portal. A PayPal account is not necessary.
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Further payment options with us:
By PayPal: The fast and secure payment method, simply log in with your PayPal account and complete the payment.
By bank transfer: You transfer the money and we send your package as soon as we receive your money.
By instant bank transfer: The new, innovative payment method with TÜV certificate and TÜV tested data protection.
By direct debit: By entering your account holder, account number and sort code, you can pay by direct debit in our shop via PayPal Plus after a positive credit check.
By credit card: You can pay with Visa or Mastercard via our payment partner PayPal Plus.
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You can find more information about the payment options here:
How can I redeem my voucher?
If you have received a voucher, you can redeem it with your voucher code during the order process when you shop with us. You will be asked automatically in the shopping basket if you have a voucher code.
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Complaints, returns and exchanges
We are only human and cannot completely exclude mistakes. :-) In general, if something is wrong with your order, please contact us before returning any goods. This is to your advantage - we can find a quick solution together before we receive the return.
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I have a complaint. Who can I contact?
Please send us an e-mail stating your order number, which will then be forwarded immediately to our complaints department.
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How can I return my goods?
Of course you can return the ordered items to us within 60 days of receipt. The costs for the return shipment are usually borne by the buyer. Please enclose our return form with the package, which is enclosed with every shipment. This will enable us to process your return quickly - thank you.
IMPORTANT: Packages returned freight collect are not usually accepted. If we do accept them, we will deduct the costs from the refund. These are usually 12 EUR, this is avoidable.
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Refund of goods already paid for?
A refund of goods that have already been paid for and returned can only be made if we receive the goods in perfect condition, the return is made in good time and we have the relevant account details for the return transfer. Please provide the following data for this purpose:
Order number
Account holder
Account number
Bank code
Credit institution
For submissions from abroad:
IBAN (international bank account number)
BIC / SWIFT Code (international bank sort code)
You are welcome to send us the account details by e-mail.