FAQ - Frequently Asked Questions - the most frequently asked questions
I have opted for delivery to a collection point, but my own address is stated on my confirmation, is that correct?
Yes, that's right, you can only pick up your order when it is at your own address, which is even mandatory, we send your package to the collection point and you can pick up your order with your house number, zip code and ID.
Are all items in stock?
Yes, all items are in stock if the red sold out pennant is not shown.
Why does the color of the article differ from the photo in the webshop?
The product and atmospheric photos of the articles in our webshop correspond as closely as possible to the color of the article. Color deviations between photo and item can occur due to production batches of an item. In addition, the screen setting of your computer screen, mobile or tablet also determines the color of the item.
No rights can be derived from the colors shown.
I would like to order a sold out / expected item, how does that work?
For most articles, a maximum delivery time of 6 weeks applies. If you want to be informed when your article is back in stock, register per article and receive an email as soon as the article is back in stock. Unfortunately, it is not possible to give a delivery time for individual items, here the following applies: patience is a virtue.
Why is the item suddenly sold out when I want to pay?
It is theoretically possible that several customers are ordering the same last item and just like in a real store, only one person can go home with the item, namely the one who pays first.
Why are the items in your basket not immediately reserved for you?
There are many shopping and viewing customers who fill their baskets but never checkout, it would be a pity that the items in these abandoned shopping baskets would all be seen as sold. The shopping baskets are automatically emptied after a while so that the stock in the shop remains up to date.
Can I reserve a sold out/expected item?
No, reservations are not possible, but we would like to keep you informed by e-mail. Via the link with the article "unfortunately sold out, mail me as soon as the article is back in stock" you can leave your email address and you will automatically receive an email as soon as the article is back in stock. This email is for information and not a reservation, you can now determine whether or not to make a purchase.
I have placed an order but would like to add another item(s), is that possible?
Yes, you can add items to your order without additional shipping costs, provided that the second order is placed before 14:00 on the same working day. Friday, Saturday and Sunday also count as the same working day.
With your second order, use the delivery method pick up in Heino, no shipping costs will be charged and please state the order number to which you want to add something in the comments.
It is not possible to combine different orders spread over several days.
I want to pick up an order, is that possible?
Yes, for sure, choose pick up in Heino for delivery method (see also the image above), as soon as the order is ready we will send you an email so that you can pick it up. You can pick up your order within our opening hours, during the weekend and during public holidays it is not possible to pick up your order.
Opening hours: every working day between 08:30 -16:00
I would like to return an item, how does that work?
Here you can read all about our returns, we do not offer an exchange service.
Help my order was delivered damaged or my item was delivered damaged. What should I do now?
If you have any questions or comments about your order, please email email@example.com or call us on 0572-700203.
Is your order damaged? Report this immediately to your delivery person if your shipping box is damaged and also contact us within 5 working days of receipt.
- a photo of the entire item with the damage clearly visible
- a photo with the damage clearly visible
- a photo of the possibly damaged box with the entire box/or tube visible on it
- a photo of the shipping label that is on your order
After receiving the information, we will contact you within one working day.
I have placed an order but I want to cancel it, how do I do that?
You can cancel your order by email as long as no shipment of your order has been created yet. Cancellation is no longer possible after the track and trace of your order has been sent, your order is then already in the shipping process.