We do our best to get your parcel ready for shipping and hand it over to our shipping provider as quickly as possible. You can find an overview of our delivery times here.
Please note: All information refers to working days, and we do not offer express shipping. When order volumes are high (e.g. sales or raffles), delivery times may be a little longer in exceptional cases. We ask for your understanding if your order is on its way for longer. We are working hard to ship all orders as quickly as possible.
You can find a complete overview of all shipping costs by country here.
With the link in your shipping confirmation you can follow every step of your parcel.
Nothing has moved there for several days? Don't panic! Tracking interruptions happen occasionally and usually resolve themselves.
Please note: We can only officially request an investigation with the shipping provider once the tracking has not been updated for at least 10 days. Please be patient until then.
Once you have placed your order, changing the delivery address is usually no longer possible – our system transfers the order data directly to the shipping provider. We only have a very short window for changes, so please send us a request immediately via our contact form using the contact reason “Order status”.
After the parcel has been handed over to the shipping provider, changes are usually no longer possible.
Exceptions: For shipments with FedEx or Poste Italiane, we can request an address change after handover. However, the shipping provider decides whether the change is possible.
If you have already received a shipping confirmation, you may still be able to redirect your parcel yourself via the tracking link, depending on the shipping provider (e.g. to a post office or a neighbour).
Important: Changing the address in your customer account afterwards has no effect on orders that have already been placed.
Yes, in some countries you can choose a parcel locker or pickup point at checkout. If you don’t see this option, check your local carrier for the correct address format.
For non-EU deliveries, we do not recommend pickup points. Customs issues may occur.
We deliver to numerous European and international countries. You can find a complete overview of all countries we ship to and the respective shipping costs on our shipping page. Please note: Shipping restrictions may apply to some products (e.g. certain raffle items).
No, we do not currently offer an express service.
Sometimes a parcel can't be delivered and comes back to us.
For deliveries within Germany: We may be able to resend the parcel. Please contact us via our contact form using the contact reason “Order status” to request a new dispatch.
For deliveries outside Germany: A second dispatch isn't possible. Once the parcel has been returned to us, we will process it as a return and issue a full refund.
Please note: We can't resend a raffle item that couldn't be delivered due to an incorrect address to a new address. In this case, we're not allowed to change the delivery address.
The parcel may have been handed over to someone else. Here is how to find out:
- • Open the shipping provider's tracking and enter your postcode – it will show who the parcel was handed over to.
- • If you are listed as the recipient but have not received the parcel: Get in touch via our contact form using the contact reason “Order status”.
Our customer service will then clarify the matter with the shipping provider. Please be patient – as soon as we have a response, we will get back to you.
If your parcel has not been delivered after 10 working days or the tracking has not moved since then, get in touch via our contact form using the contact reason “Order status”. We will then request an investigation with the shipping provider. In most cases the parcel starts moving again after a few days and is delivered to the known delivery address.
Please note: Please note: We are unable to issue a refund during this period. We can only act once we have received the shipping provider's final response.
Once the parcel has left our warehouse, we unfortunately no longer have direct access to the delivery address. However, you can often take action yourself:
- • Use your tracking link to select an alternative delivery option directly with your shipping provider (e.g. redirect the parcel to a neighbour or a post office).
- • For shipments within Germany: If the parcel still cannot be delivered and is returned to us, please get in touch via our contact form using the contact reason “Order status”. We will then try to arrange re-shipping to the correct address.
- • For FedEx and Poste Italiane shipments: Please contact us via our contact form using the contact reason “Order status”. We can contact the shipping provider to request a delivery address change, but the shipping provider decides whether the change is possible.
- • For all other international shipments: If the parcel is returned to us, it will be processed as a return and the amount will be refunded automatically. You can then simply place a new order with the correct address.
Important: Changing the address in your customer account afterwards has no effect on orders that have already been placed.
It depends on where your order is going:
- • Within the EU: no customs fees.
- • USA, UK and Switzerland: duties and taxes are already included in the price.
- • All other countries outside the EU: customs fees or import taxes may apply. These are charged by the local carrier and payable on delivery.
If there's a problem at customs, check your tracking information first. Often a customs fee is due or documents are still missing. In that case, please contact your local customs office directly. We're happy to send you the necessary order documents on request.