Frequently asked questions (FAQ)

Payment

What payment options do you offer?

You can pay with various payment methods, including credit card, PayPal, iDEAL and SEPA direct debit. All available payment methods are displayed during the checkout process.

Why was my payment rejected?

A payment refusal can have various causes: incorrect card details, insufficient funds in your account or technical problems with the payment provider. We recommend that you check your entries or contact your bank or payment service provider directly.

How do I receive an invoice?

You can request an invoice during the checkout process. This will then be sent to you by e-mail.

Is cash on delivery available as a payment method?

Payment by cash on delivery is not possible with us. You must select one of the available online payment options.

Can I redeem discount codes or vouchers?

Yes, you can enter voucher codes or gift cards at checkout to benefit from discounts.

Is my payment information protected?

Your payment security is our top priority. We use modern encryption technologies and work with PCI-certified payment service providers.

When will I receive an order confirmation?

Immediately after successful completion of payment, we will send you an e-mail with the order confirmation and all the important details about your purchase.

How does the refund process work?

For a refund, please contact our support team and let us know your order number. We will take care of the processing according to our refund guidelines.

Where can I find my previous orders?

Log in to your customer account and navigate to the „My account“ section. There you will find an overview of all purchases made including payment information and status under „Order history“.

Shipping

How does shipping work?

We ship to the following countries with DDP service (Delivered Duty Paid). This means: no customs clearance and no additional customs costs for you.

Shipping options by region:

• USA - UPS Express (except Alaska and Hawaii)
• Great Britain - DPD Express (local)
• Europe - UPS Express/DPD Express/DHL Express

European countries with DDP service: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Note: Shipments to Europe (except UK) are processed via Germany and forwarded from there.

Further dispatch destinations:

• United Arab Emirates (excluding Dubai)
• South Africa
• Vietnam
• West Malaysia (without Kalimantan Island)

Delivery times by country:

All other countries: For countries not listed, you must clear customs yourself and pay any customs duties incurred. Your local customs office will inform you about the amount of duties. A business licence may be required.

How are the shipping costs calculated?

The shipping costs depend on the parcel weight, the destination and the selected shipping method. The exact costs will be displayed when you finalise your order.

What do I do if my consignment is delayed or lost?

If your parcel is delayed or does not arrive, please contact our customer service team. We will check the case and help you find a solution.

How do I track my programme?

Log in to your account and go to the „Order history“ section. You will also receive tracking information by e-mail.

Do I have to pay customs duties?

Generally not, with the exception of Canada and Denmark.

How long does the delivery take?

After receipt of the order, the items remain in the warehouse for 1-5 days, depending on the product. The subsequent delivery takes 7-15 days.

Security

How do you secure your website?

We use comprehensive security measures, including data encryption, firewall systems and regular security checks, to protect your data and transactions.

How is my personal information protected?

We adhere strictly to our data protection regulations. Your data will never be sold or passed on to third parties. We use it exclusively for order processing and customer service.

Are my payment details secure?

Absolutely. We use a PCI-DSS-compliant payment system that fulfils the highest security standards.

How do I create a strong password?

Use a mixture of upper and lower case letters, numbers and special characters. Avoid personal information such as your date of birth. Change your password regularly for optimal security.

How can I check the authenticity of the website?

Compare the URL with our official web address and pay attention to the SSL certificate (lock symbol in the browser bar), which confirms the connection security.

How do I report suspicious activity?

If you have any safety concerns or unusual occurrences, please contact our customer service immediately. We take every report seriously and investigate it thoroughly.

What measures do you take against phishing?

We have implemented anti-phishing systems to protect you from fraudulent websites and emails.

Returns

Can I still change my order?

Yes, changes are possible until 23:00 (PDT -7 GMT) on the day of order. Please contact us at erol.esila.emir@gmail.com.

How does a return work?

Our right of return is valid for 15 days from receipt of goods.

Requirements for a return:

• Item in original condition (unused, unworn)
• All labels still present
• Original packaging undamaged
• Proof of purchase or invoice

Return process:

1. Contact us at erol.esila.emir@gmail.com
2. After approval you will receive a return label
3. Follow our shipping instructions

Important: Unannounced returns without prior authorisation cannot be accepted.

If you have any questions about the returns process, you can reach us at any time at erol.esila.emir@gmail.com.