Help / FAQ
- How can I open a customer account?
- How can I order in the online shop?
[Video follows later]
- What can I do if I forgot my password?
Please click on this link.
- How can I modify my order subsequently?
If you want to modify an already done order subsequently, please contact us as soon as possible.
Normally we ship incoming orders very quickly.
- Can you ship my order to a German DHL Packstation?
Yes, no problem. Please fill in your "Postnummer" and the number of your "Packstation" as shipping address.
- When will I get my order?
After shipping, we will send you an email with the DHL tracking number.
With this number you can track your parcel on https://www.dhl.de/en/privatkunden.html.
- What are the shipping costs within and outside of Germany?
Shipping to Shipping costs
below € 50,- goods value
from € 50,- goods value up
Germany € 5,90 free Austria € 13,90 € 8,00 Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estland, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden € 17,90 € 12,00 Switzerland € 25,80 € 19,90 Albania, Andorra, Armenia, Bosnia and Herzegovina, Georgia, Greenland, Iceland, Kosovo, Liechtenstein, Macedonia, Moldova, Montenegro, Norway, Serbia, Turkey, Ukraine € 29,80 € 23,90 We ship with Deutsche Post/DHL, abroad also with other parcel services. We try to ship deliveries abroad at the lowest rates, for example, for small shipments as letter or small parcel. If we can use such a cheaper shipping, we give any price advantages to you. After an order, you will receive an email with an advance invoice with the possibly cheaper shipping costs. Please note that with import into other countries may occur customs duties, import sales tax or other fees. These are not included in the above shipping costs and are to be borne by the recipient of the shipment. Before purchasing please inquire with your customs office, whether such costs incurred.
- How can I pay my order?
Klarna Online Bank Transfer. Simple and secure. (only in Germany, Austria, Switzerland, Belgium, Netherlands, Italy, France and Spain)
If you own a bank account with online access you can pay easily by 'Klarna Online Bank Transfer' from your bank account. You only need your bank account number as well as your online access details. Shipping of your order will be done immediately after finishing the payment procedure. 'Klarna Online Bank Transfer' is the direct payment method by Sofort GmbH - A Klarna Group Company. As of now in new Klarna look. Further informations you can get here: Klarna Online Bank Transfer. Simple and secure.
Direct Debit with 2 % cash discount (only in Germany)
During checkout process you give us your bank details and we debit the order amount - reduced by 2% discount - comfortable for you from your bank account. Transmission of your data is encrypted by SSL and cannot be intercepted or seen by others. Shipping of your order will be done immediately.
Invoice (only in Germany and if you are already a customer)
Regular customers can pay the invoice amount within 7 days (without deduction) after receiving the goods.
COD Cash on Delivery (only in Germany)
You pay the total amount while receiving the goods directly and comfortable to the parcel carrier. With this payment method there are additional costs of € 9,00.
By using this payment method you will be forwarded to Paypal during the checkout process. Then you can log into your Paypal account or open a new one and afterwards authorise the payment. After confirming the payment, you will be transferred back to our shop automatically to complete your order. Only then the payment will be executed.
Payment in Advance
This is the normal bank transfer which you have to initiate yourself after getting our ordering confirmation. You can do this by usual form at your bank or of course online. Shipment of goods will be done after we received your bank transfer.
You can use the secure portal of secupay AG to pay quickly and securely with your Mastercard or Visa credit card. Your credit card data will be encrypted. Your credit card details are not stored by our company, so that maximum privacy is guaranteed. The claim is assigned by our company to secupay AG, Goethestraße 6, 01896 Pulsnitz, Germany. The shipment of the goods takes place immediately after confirmation by secupay. Your credit card will be charged upon completion of the order. Take advantage of the secupay Buyer Protection. Further information can be found at: http://www.secupay.com/
- How can I let ship my order to another shipping address?
On the page during checkout process, where you enter your address, you can also enter a differing shipping address.
Therefore please uncheck the ckeckbutton "Use Billing Address for Shipping" and choose one of your last used shipping addresses or add a new one.
- With which forwarder will you ship my order?
Normally we send parcels with DHL.
- How long is the delivery time?
Within Germany the delivery time is 1 to 3 days.
- Can I exchange or return articles?
Yes, of course, as a consumer you have full rights in accordance with "Fernabsatzgesetz'.
Detailed information you can find here: http://www.kobra.de/en/Right-of-Withdrawal/
- What are the costs for returning or exchanging articles?
If you do not like a delivered product, you can return it to us according to your Right of Withdrawal.
Accordingly you have to bear the return shipping costs.
If you have a complaint, please contact us.
- How can I modify or cancel my order?
Please contact us as soon as possible because we ship incoming orders very fast.
- Is it possible to ship a small order with lower shipping costs?
Please contact us. Especially to foreign countries we try to find the cheapest way for shipping.
- What is the minimum order value?
We do not have a minimum order value.
- Is a newsletter available which informs me about discount offers?
Here you can subscribe to our newsletter!
- Can I pickup my order directly with you in Nürtingen?
A pickup in Nürtingen is always possible during opening hours, for other times please contact us.
- What are your opening hours?
Monday bis Thursday: 8:00am to 12:00am and 1:00pm to 4:00pm
Friday: 8:00am to 12:00am
- Whom can I ask if my question was not answered here?
Please contact us directly by:
> Email: firstname.lastname@example.org <
Or by LiveSupport Chat