Frequently asked questions
Payment processing
Available payment options
Our shop supports various payment methods, including credit card payment, PayPal, iDEAL and SEPA transfers. You will be presented with all available options at checkout.
Reasons for failed transactions
Failed payments can be caused by incorrect card details, insufficient account funds or technical problems with the payment provider. Check your entries or contact your bank for further assistance.
Receipt of invoice documents
You can request invoices during the purchase process - these will then be sent to you digitally by e-mail.
Payment on delivery
Cash on delivery payments are not available from us. All purchases require the use of our online payment options.
Redemption of discount codes and gift vouchers
During the checkout process you can enter discount codes and gift vouchers to activate corresponding discounts.
Payment security
We use advanced security technologies including data encryption and PCI-DSS compliant payment processing to protect your transactions.
Order confirmations
After successful payment, we will automatically send a detailed order confirmation to your e-mail address.
Refund procedure
For refunds, please contact our support with your order information. Refunds will be processed according to our terms and conditions.
Access to order history
In your customer account under "Order history" you will find an overview of all purchases made with payment details and shipment status.
Delivery and dispatch
Shipping conditions
We ship with DDP service (delivery duty paid) to the following areas, with no additional customs charges for you:
Shipping destinations:
- USAUPS Express Service (except Alaska and Hawaii)
- United KingdomRegional DPD Express
- EuropeUPS Express/DPD Express/DHL Express
European DDP countriesGermany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
European shipments (except UK) are processed via Germany and forwarded from there.
Further destinations:
- United Arab Emirates (Dubai)
- South Africa
- Vietnam
- West Malaysia (without Kalimantan)
Delivery times by region:
| Destination country | Shipping method | Delivery time |
|---|---|---|
| USA | UPS Ground | 10-15 working days |
| UK | DPD Express | 7-12 working days |
| Germany | UPS/DPD/DHL | 8-13 working days |
| France | UPS/DPD/DHL | 8-13 working days |
| Belgium | UPS/DPD/DHL | 8-13 working days |
| Luxembourg | UPS/DPD/DHL | 8-13 working days |
| The Netherlands | UPS/DPD/DHL | 8-13 working days |
| Czech Republic | UPS/DPD/DHL | 8-13 working days |
| Poland | UPS/DPD/DHL | 8-13 working days |
| Croatia | UPS/DPD/DHL | 8-13 working days |
| Slovakia | UPS/DPD/DHL | 8-13 working days |
| Slovenia | UPS/DPD/DHL | 8-13 working days |
| Finland | UPS/DPD/DHL | 8-13 working days |
| Denmark | UPS/DPD/DHL | 8-13 working days |
| Sweden | UPS/DPD/DHL | 8-13 working days |
| Austria | UPS/DPD/DHL | 8-13 working days |
| Italy | UPS/DPD/DHL | 8-13 working days |
| Hungary | UPS/DPD/DHL | 8-13 working days |
| Lithuania | UPS/DPD/DHL | 8-13 working days |
| Estonia | UPS/DPD/DHL | 8-13 working days |
| Latvia | UPS/DPD/DHL | 8-13 working days |
| Greece | UPS/DPD/DHL | 8-13 working days |
| Ireland | UPS/DPD/DHL | 8-13 working days |
| Portugal | UPS/DPD/DHL | 8-13 working days |
| Spain | UPS/DPD/DHL | 8-13 working days |
| UAE (Dubai) | Direct line | 12-18 working days |
| South Africa | Direct line | 15-25 working days |
| Vietnam | Direct line | 3-5 working days |
| West Malaysia | Direct line | 4-8 working days |
Other destinationsFor non-listed countries, customs clearance and duty payments by the recipient are required. Contact your local customs office for information on any fees and business licences required.
Calculation of shipping costs
The transport costs are based on the item weight, delivery address and selected shipping service. These are displayed transparently in the checkout process.
Procedure for delivery problems
If your consignment is lost or significantly delayed, please contact our customer service team. We will investigate and support you in solving the problem.
Consignment tracking
Log in to your user account and visit "Order History" for current status updates. Tracking information is also sent by email.
Customs duties
There are currently no additional customs duties, with the exception of Canada and Denmark.
Estimated delivery times
Depending on the product, items remain in the warehouse for 1-5 days, the transport time is 7-15 working days.
Security measures
Website security
We utilise comprehensive security systems, including data encryption, firewall protection and regular security audits to protect your information and transactions.
Data protection
Our strict data protection guidelines ensure that personal information is neither sold nor passed on to third parties. Data use is limited to order processing and customer support.
Payment data security
Your payment information is protected by PCI DSS-compliant processing systems.
Create secure passwords
Use a combination of upper and lower case letters, numbers and special characters. Avoid personal data such as dates of birth and update your password regularly.
Verify website authenticity
Check that the URL matches our official address and look for the SSL certificate as a security indicator.
Reporting suspicious activities
If you have any security concerns or unusual incidents, please contact our support team immediately. We will check all reports and take appropriate protective measures.
Phishing protection
We have implemented special anti-phishing systems to protect you from fraudulent websites and emails.
Returns and changes
Order changes
Changes to orders already placed are possible until 23:00 PDT (GMT-7) on the day of order. Contact us at helmuarnho101@gmail.com for change requests.
Return procedure
Our 15-day returns policy allows you to request a return within two weeks of receiving the goods.
Return conditions:
- Articles must be in their original condition
- Unused and unworn
- Provided with all labels
- In original packaging
- Proof of purchase required
Return process:
- Contact us at helmuarnho101@gmail.com
- If approved, you will receive a return label and instructions
- Unannounced returns will not be accepted
We are always available for return enquiries at helmuarnho101@gmail.com.