Orders


Where can I view my previous orders?

You can find your orders in your customer account under “My Account”.Unfortunately, without a customer account you cannot see your order history. After each order, you will receive a confirmation email with all information about your order.


How do I find out whether the item I want is in stock?

Product availability is displayed directly below the item.
Green dot = item is in stock
Orange dot = item can be ordered but not in stock. The replenishment time is stated in days directly on the item.
Red dot = item is unfortunately currently sold out and cannot be reordered. If you still want to pre-order the item, please contact our customer service.


How can I change or cancel my order?

If we still have the order, we are happy to make a change. To do this, contact our customer service or call us on 004319206775.
If the order is already in the “Shipping” status, we can no longer make any changes. However, you can send it back after receiving the order. You can find out how to do this under “Returns”


What do I do if I haven't received an order confirmation?

If you did not receive an order confirmation email, it may have ended up in the spam folder. Please look there then. If there is no confirmation email there either, you may have entered an incorrect email address or the order was not completed correctly. In this case, please contact our customer service so that we can help you.


How can I cancel a subscription?

You can easily manage your subscriptions under your “Subscriptions” customer account. You can also cancel a subscription there.


What do the statuses of my order mean?

Order status pending: We have received your order and will process it or prepare it for shipping as quickly as possible.
Order Status Canceled: Your order has been canceled.
Order status completed: Your order has been shipped and completed.
Order status in progress: Your order requires a change.


Where is my package?

You can easily track your order via your customer account You can easily track your order via your customer service


How can I pay for orders?

We offer different payment methods:
Payment in advance – after ordering you will receive an email with your account details. As soon as we have received the money, your order will be processed further.
Paypal – pay conveniently and easily with your Paypal account.
Credit card / debit card – Pay quickly and securely with VISA, Maestro or Mastercard.
Klarna – Purchase on invoice (Pay later.) / Purchase on installments (Slice it.) Here you can pay the order directly to Klarna after receiving the goods. For this purpose, a credit check is carried out by Klarna in advance.


How do I receive my invoice?

The invoice for the order will be automatically sent by email. If you do not receive this, please contact our customer service


Shipping & Delivery


How long does delivery take?

The time it takes for your package to arrive varies depending on which country you are ordering from and the availability of the item. We usually send all items together. If an item is not in stock, this will also delay shipping.

The delivery times are usually:
Austria 1-2 working days.
Germany 1-3 working days.
Switzerland & UK and the rest of the EU 2-5 working days.
Outside the EU (e.g. USA) 1-2 weeks.


Which countries do you deliver to?

We deliver to all European countries as well as the USA and Canada. For other countries, please contact our customer service directly to calculate shipping costs.


How much are the shipping costs?

For Austria and Germany we charge €5.95 shipping. From a value of 59€ we send free shipping.
For the remaining EU countries we charge €9.95. Shipping is free for orders over €199.95.
Switzerland and other European non-EU countries €19.95.
USA / Canada €49.95.


When does my order arrive?

This depends on the availability of goods and delivery times.


My package has disappeared, what now?

Please track your order in the shipment tracking you receive from our shipping partners. If you have not received your package despite the status “delivered”, check whether the package is either in a parcel shop or has been left with a neighbor. This can be seen in the shipment tracking from the parcel service. If you still can't find your package, contact our customer service.


My package is damaged or something is missing, what now?

If you receive a damaged package, it is important to document the damage. So take photos of the outside of the packaging. Then check the inside of the goods to see if there is any damage. If something is missing from the package, document it with photos when unpacking. If you would like to complain about damage or missing items, please contact our customer service directly.


Packing Material

Sustainability is an important point in our company philosophy. That's why we only use recycled materials. We rarely use packaging material from our suppliers; this can also contain plastic, which we would rather reuse than throw away and thus recycle.


Do I have to declare my package through customs?

We usually ship our goods from Austria. If you live outside the EU, your package must be cleared through customs. We cannot collect customs fees in advance; these are charged by the post office in the destination country. Therefore, find out about the costs in advance so that there are no surprises.


What shipping methods are there?

We work with different shipping partners, these vary depending on weight and country. Our partners include: Austrian Post, GLS, FedEx, DHL and UPS.


Click & Collect


How does Click & Collect work?

Order your desired items conveniently online and pick up the order directly from us in 1230 Vienna. The service is completely free and you save on shipping costs if any arise. For a Click & Collect order, simply select the Click & Collect shipping method when completing your order.


Where and when can I pick up my Click & Collect order?

After receiving the confirmation email that your order is ready for pickup, you can come pick up the order during our opening hours (Mon-Fri 10:00 a.m. - 4:00 p.m.).
Our address is Kinskygasse 36 (entrance on the far right) in 1230 Vienna.



Returns and Exchanges


How can I return or exchange goods?

You have the option of revoking the purchase contract within 14 days without giving reasons in accordance with the statutory right of revocation. You can send the package back to us with a return label. We will bear the costs of the return shipment (if there were shipping costs for the outward shipment, these will not be reimbursed). To receive a return label, contact our customer service.

After receiving the return label from our customer service , you send the items to us. Here you should note the following:
-Pack the goods with appropriate care so that no damage occurs during transport or use the original packaging.
-For goods that have to be sent back to us by a freight forwarder, the return shipping costs cannot be covered.
-keep the shipping notice until the refund is completed or you receive the replacement.


Which items are exempt from cancellation?

All goods that are not suitable for return due to their nature, that can spoil quickly or that have exceeded their expiry date are exempt from cancellation. Also excluded are goods that were specifically manufactured according to customer requirements as well as all goods that have already been used (except for legally permitted sampling of the goods).


How can I complain about something?

If you want to complain about an item because it is damaged or defective, you can contact our customer service at any time.


How do I get my money back?

As soon as we have received the returned goods, they will automatically be checked for their condition. If everything is OK, the purchase amount will be refunded within 5 working days. This is done in the same way as the goods were paid for. If desired, we can also issue a voucher for the amount of the purchase instead.


Guarantee & Warranty

You can find all information about the guarantee and warranty in our general terms and conditions.


Customer account


How do I change my customer account details?

All changes to the customer account such as email address or password can be changed directly under "My Account" / Personal Profile“. In the “Overview” there is also the option to change the default payment method. You can manage your addresses under “Address”.


What do I do when I forgot my password?

If you no longer remember your password, you can change your password hier. You will receive a link to change the customer password by email.


How do I delete a customer account?

We think it's a shame that you want to delete your customer account with us. If you want to be sure that you no longer want a customer account with us, contact us hier and we will delete your data from us.


How do I create a customer account?

You can open a customer account here.


What is a guest order?

You can also order from us without a customer account. A guest order will then be created. You will then receive the information about the order by email, so make sure that the email address is correct.



Promotions and vouchers


Where can I find current offers and promotions?

You will receive our current offers conveniently by email if you have signed up for our newsletter . We also advertise special promotions on the homepage or in our social media channels. Promotions are only valid for a certain period of time.


How do I sign up for the newsletter?

To sign up for our newsletter, simply go here. Through our newsletter you will receive regular information by email about promotions, discounted items and new products.


How do I redeem a voucher?

You can easily redeem vouchers in the “Enter voucher code” field in your shopping cart. The amount will then be deducted automatically.


The voucher code doesn't work, what to do?

If the voucher code does not work, please contact our customer service directly.