Customer service

Do I need to create an account to place an order?

Creating an account is not mandatory, but it’s convenient. With a personal account, you can easily track your orders, manage your details, and view past invoices—all in one place

I haven’t received an order confirmation — what should I do?

First, check if the payment has been debited from your account. Sometimes, delays can occur due to busy payment providers. If you haven’t received a confirmation after 4 hours, please send us an email. We will then manually send you the confirmation.

My order is confirmed, but I haven’t received a shipping notification

If you have an order confirmation but no shipping notification, your order might not be fully ready for dispatch yet. The stated delivery time starts once payment is processed and the products are available.

Can I change my order?

Yes, as long as you haven’t received a shipping confirmation. Contact us as soon as possible, and we will check if changes can still be made before the shipment is processed.

How do I cancel my order?

Business orders cannot be canceled once placed. If the pallet shipment is already en route, you cannot refuse delivery. If you wish to return the product, please read our return instructions below.

How does returning a product work?

Please read our return policy on the general terms and conditions page. Review it beforehand to know exactly how to return your product correctly.

Are there costs associated with returns?

Yes, return shipping costs are your responsibility. This helps us carefully process returns and minimize damage or loss. All details can be found on our ordering and shipping page.

When will I receive my refund after a return?

Once your return has been received, checked, and processed, we will initiate your refund. Depending on your payment method, you will usually receive the amount within 7 to 14 business days.