Frequently Asked Questions
My address or email address has changed. I would like to change my password.
Should your postal address or delivery address have changed then you can change this information in your account and also add further addresses.
If you have a new email address you can change the email address on your account by going to your personal data in your online account.
You can also change your password there at any time.
To your customer account Login>
New to our website? Get to know the advantages of a Customer account>
I would like to cancel my order
It is possible to cancel an order with the exception of orders where the item has been made to your specifications. If you would like to cancel an order it is important to inform us as soon as possible. You can call us during business hours or send us an email
If your order has not left us by the time we receive your message we will cancel the order and reimburse you using the same payment method you chose to pay for the order. Should the order be on its way to you the easiest method to cancel the order is to refuse delivery. This way the order will be returned to us together with a Confirmation of Delivery. After having received the returned order we will credit your account if you have already paid for the order and return any outstanding credits to you.
Where can I find my saved filter settings on my account?
On the 1.6.2017 we introduced new shop software to our website. The new shop offers you even more filter options and new interesting features. Unfortunately, due to technical incompatibilities, we have not been able to transfer your previous product filter settings to the new shop software.
We would like to ask you to create and save to your account the new product filter and try out the many improvements we a have made to the system. You will have more choices in future and the filter is much easier to use.
You can find more information about the new product filter here >
Can I return my order and who pays the delivery charges?
Yes, you can return the order without having to give any reasons within 14 days after having received the order. Within the return and withdrawal period respectively you can withdraw your contractual declaration. We will pay the return costs for you.
More details are available in the information section about your right to Withdrawal>
Should you have already paid for the order you will be credited and refunded unless you are obligated to pay compensation.
You can find out how you can return goods in separately listed information here>
When can I expect my delivery?
The availability of individual items will be indicated in the item description. There you can see at a glance if your desired item is in stock and how long delivery might take.
Items that are in stock will almost always leave us within 24 hours of placing the order and at weekends it will be the next working day. Once we have sent out your order you will receive an email with the tracking information. From then on you can follow your order online via the link in the email or by accessing your online account.
If you ordered large items such as furniture then you will receive a delivery confirmation including a set delivery date. Furthermore, the delivery service will contact you early on to arrange a convenient delivery date with you.
My preferred payment option was not shown / A technical error occured
We always would like to offer you the best payment options. It can happen that some payment methods are not available for your order. This can have one or several of the following reasons:
- The payment method is not available for the delivery address you provided. For example if you chose an address in another
- The order value is too high for the desired payment method.
- The creditworthiness is not sufficient for the delivery address desired payment method (instalment purchase or purchase on
- The billing address has to be identical to the delivery address when using Klarna Pay over Time or Pay After Delivery
- The delivery address is a company address
A technical error occurred
On rare occasions a technical error might occur when processing payment. This can have several reasons:
It is possible that, for a brief time, the server of our payment service provider is not available. In that case you can choose a different method of payment or wait a short time and then try again.
If you pay with credit card you will be redirected to the website of your credit card provider. Here too errors can occur. Please read the error message and follow the instructions. If this does not help please contact your credit card provider.
If you still have trouble paying you can try choosing a different payment method or get in touch with our customer service.