When will my order ship?All orders that are in stock are processed within 2 working days upon order receipt and confirmation. All products that are out of stock will be shipped within 4-6 weeks upon order receipt and confirmation. Shipments are also processed and shipped on Saturdays. We do not ship on Sundays and bank holidays. We will inform you of any delays or unavailabilities of products if not stated on our website.
How can I track my order?You can track all your orders simply by logging into your account on our website. Additionally, our fulfilment partner will send you an email with tracking information as soon as the shipment is on its way to you.
Which shipping carrier is used?All our orders are shipped with DHL Paket or in case of our express service with DHL Express.
What are the standard delivery times?The standard delivery time for products in stock highly depends on your location. Some general estimates are:
- Germany: 2-3 business days
- EU: 2-4 business days
- US: 6-8 business days
- Canada: 6-8 business days
- Africa, Asia, Oceania, : 14-19 business days
Please allow 4-5 weeks for pieces that are not in stock to be handcrafted for you.
What is your return policy?We offer a 14 day return policy for all online orders except engraved and customized pieces. The return policy also includes products that are ordered on backorder. Please be aware that we cannot accept items that are not in new condition. For example, that are worn off or show scratches. Please contact us through firstname.lastname@example.org to return your item or simply log into your account on our website and follow the return instructions.
Can I exchange a product to another size or colour?We offer the opportunity to change the size or colour of your product, whereby you will have to pay for the shipment. Please contact us at email@example.com or through your account on our website.
When will I receive my refund?Refunds are processed within 3 business days after receiving the return. The refund will be granted to your initial payment method.
What can I do with a broken product?Please contact us in such cases. We will check the product and might be able to help you with either repairing the product or taking it in for our recycle program.
What products cannot be returned?We cannot accept returns for customized and engraved items as well as used items. If you are in doubt, please contact us through firstname.lastname@example.org
I received a damaged package, what to do?Please refuse delivery on basis of a damaged package if you haven’t accepted it yet. If you already accepted the package, please carefully check for the inside to see for any damaged products. In both cases, please send us an email to email@example.com with pictures of the damaged package and your order number. We will then follow up with the shipment carrier to solve the issue.