Order & Delivery
Order
How can I place an order?
How can I place an order?
You can place an order by selecting the desired product, adding it to the cart, proceeding to checkout, and entering your shipping and payment information.
How do I check the status of my order?
How do I check the status of my order?
You can view the status of your order in your customer account. You can also check the current shipping status of your delivery via shipment tracking.
Can I cancel my order?
Can I cancel my order?
As long as your order has not yet been shipped, you can cancel it. The cancellation can be requested via the Cancel button. Our customer service will contact you. You can also contact our customer service directly.
Can I change my order?
Can I change my order?
As long as your order has not yet been shipped, you can make a change. Please contact our customer service for this.
Why is an item automatically removed from my shopping cart?
Why is an item automatically removed from my shopping cart?
Unfortunately, due to trademark legal issues, we are often unable to offer every product in your country. Our system therefore automatically removes these products from your shopping cart based on the specified delivery address.
Why are articles no longer displayed after logging in?
Why are articles no longer displayed after logging in?
Due to the German Pfand Law, articles cannot be shipped to all countries.
Why have I not received an order confirmation even though I have already paid with Klarna?
Why have I not received an order confirmation even though I have already paid with Klarna?
Unfortunately, Klarna sometimes experiences payment process cancellations. As a result, we do not receive payment and cannot generate an order. In such a case, we would ask you to place the order again. The uncompleted order will be automatically cancelled by Klarna within 10 days, and the amount will be refunded to you. Should you still have problems with such an incident, please contact the Klarna Customer Service in Austria +43 720 883 820 or the Klarna Customer Service in Germany +49 221 669 501 30 directly by phone.
How can I change my shipping address?
How can I change my shipping address?
As long as your order has not yet been shipped, you can have the address adjusted by our customer service.
I'm ordering from Germany. Is there anything else I need to consider?
I'm ordering from Germany. Is there anything else I need to consider?
Not really. However, please note that our packages are dispatched from Austria, and therefore our customer service will not be available on Austrian public holidays, nor will we dispatch packages on those days. The prices charged to our German customers naturally include 19% or 7% German VAT. Furthermore, shipping is excluded to the following islands and exclaves: Helgoland, Büsingen.
Delivery
How is the shipment made?
How is the shipment made?
Shipping to Austria, Germany, France, Belgium and the Netherlands is done in special bottle cartons. For larger quantities, we use pallets that are delivered by freight forwarder to ensure safe shipping. Austrian Post handles delivery in Austria; in Germany, your package will be delivered by DHL.
How long does delivery take?
How long does delivery take?
The delivery time depends on your location and product availability. Delivery usually takes 1 to 3 business days in Austria, 2 to 4 business days in Germany, and 3 to 5 business days in France, Belgium, and the Netherlands. Please note that advance payment orders generally require one additional day of lead time. Use the tracking link (provided after placing your order) to check the exact status of your delivery.
How much is shipping?
How much is shipping?
Shipping costs to Austria and Germany are €5.90 per order. * By registering, you secure free shipping for orders over €150. If your delivery address is in France, shipping costs are €9.90*. For delivery addresses in Belgium or the Netherlands, shipping costs are €13.90*.
*Please note the restrictions in case of exercising your right of withdrawal.
Is it possible to pick up my order from you and pay on site?
Is it possible to pick up my order from you and pay on site?
Of course. Choose "Cash on pickup" as the payment method. Pickup is always possible from Monday to Friday from 8:00 AM to 5:00 PM. Both cash and card payments are accepted on site.
Can I have my order delivered directly to a DHL Packstation?
Can I have my order delivered directly to a DHL Packstation?
Yes, gladly. Please ensure that when specifying the Packstation in the delivery address, you carefully provide the corresponding Packstation number, your Postnummer (personal DHL customer number), the complete address, the correct postcode, the city, and your name. This ensures a smooth delivery to the desired Packstation.
Where is my delivery?
Where is my delivery?
In case of a delivery delay, we recommend that you first use shipment tracking. If there is no movement in your delivery, please contact our customer service. We will immediately initiate an investigation with our shipping service provider to clarify the whereabouts of your order.
Why have I not yet received a tracking number or shipping confirmation?
Why have I not yet received a tracking number or shipping confirmation?
If you have not yet received any information regarding tracking or shipping of your order, your order has not yet been handed over to our shipping service provider. Please check if your payment for the order has been successfully completed. Prepayment orders without a payment reference or with a differing total amount require additional processing time. Please also note that prepayment orders in Austria can take 1-2 business days and in Germany 1-4 business days to appear in our account. Only after successful receipt of payment will your order be processed and then shipped as quickly as possible.
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