FAQs
Everything you need to know before purchasing. Still have questions? Then contact us.
Products and Preorders
Is the release date for preorders the actual delivery date?
No, the date shown for preorders is the release date provided by the manufacturer, from which the product may become available. Unless delayed by the manufacturer or due to causes beyond our control, this date is the reference for the beginning of deliveries. While we strive to ship as quickly as possible, we cannot guarantee delivery by a specific date.
Can I receive a preorder item before the official release date?
No, this is not permitted. In compliance with agreements with our suppliers, items subject to an official release date can only be shipped starting from that date, which applies uniformly nationwide.
How can I purchase a currently unavailable product?
Products that are unavailable but still visible on the site are generally pending restock.
Are there promotional offers available?
Yes. In addition to permanent discounts on selected product lines, we feature a weekly selection of discounted items. This selection may include in-stock products, new arrivals, and preorders. Weekly deals are activated every Friday and are valid for seven days. A permanent “Deals” or “Special Offers” section is also available for end-of-line items and products with minor cosmetic defects, all offered while supplies last.
Payments and Invoicing
Having trouble paying with PayPal: what should I do?
Such issues are usually due to technical problems. Try again later, possibly using a different browser (Chrome, Firefox, Safari, Edge, Opera), logging back into our site and the payment platform, or using a different device. Ensure that any payment-related apps (e.g., for authentication) are up to date. If the problem persists, please contact our customer service.
Is there a maximum limit for PayPal installment payments?
Yes. PayPal installment payments are not available for orders over €2,000.00. Orders exceeding this amount will not display the installment option during checkout.
Why can’t I see or use the PayPal installment option?
PayPal requires that your account be linked to a bank account or a debit/credit card. Simple prepaid cards are not sufficient. Not meeting these requirements may prevent the installment option from appearing.
Can I modify an order in progress?
Modification requests must be submitted to our customer service. They will be processed based on the current status of the order, as long as it has not yet been handed over to the shipping department.
Why is my discount code not valid?
Discount codes cannot be applied to already discounted products. If your cart only contains items on sale, the code will not work. Also, some discount codes have expiration dates and will no longer be accepted after that time. For any issues, please contact customer service.
Returns and Shipping
Why is my tracking code not active yet?
Tracking codes are usually activated in the evening on business days. If you’ve received a tracking number but there’s no update, it likely means the package has not yet been handed over to the courier. For further information, contact customer service.
Why does my package show as "Pre-Transit"?
We always perform a final quality check before sealing packages! If we detect any defects—such as a printing error missed in post-production or damage on a third-party item—we’ll hold the shipment to replace the item. For updates, please contact customer service.
When will my order be delivered?
Barring unforeseen events, delivery times are indicated during checkout. For custom-made products like 3D prints, please allow 2 weeks for production.
I live in a remote area: will delivery times differ?
Yes. Deliveries to remote or logistically complex areas may take up to one additional business week.
Do you ship on weekends?
No. Couriers do not pick up on Saturdays or Sundays, and our warehouses are closed on those days. Orders received after 12:00 PM on Friday will be processed on the following Monday or next business day.
Can I pick up my order directly from the warehouse?
No. This is an e-commerce business; direct pickup from our warehouses is not allowed.
My order is on hold at the courier’s depot: what should I do?
If an order is on hold, the courier usually notifies us the next day. We will contact you to resolve the issue. The courier may also contact you directly. Any requests to change the delivery address or preferences should be sent to our customer service, who will forward them to the courier.
Do you offer free shipping?
No. Free shipping is only available through a promotional code issued during special events. Orders using such a code will qualify for free shipping, excluding any additional charges such as insurance.
How does product return work?
New products can be returned within 30 days of delivery, provided they are intact and unopened, and after contacting customer service. If the return is due to our error, shipping costs will also be refunded. Otherwise, return shipping is at the customer’s expense. Any damage occurring during return shipping will also be the customer’s responsibility, so proper packaging is essential. Your statutory right of withdrawal and warranty rights remain unaffected. For more details, see the Terms and Conditions section.
Can I request delivery at a specific time?
No. We cannot guarantee courier delivery times, as routes are scheduled by the carriers themselves.
Can I authorize the courier to leave the package unattended?
No. Couriers are required to deliver packages by hand, so we cannot authorize unattended deliveries.