FAQ - Frequently Asked Questions
Here you can quickly find answers to the most frequently asked questions:
Account & Newsletter
How do I sign up for the newsletter?
Under the "Service" section on the Newsletter , you can easily subscribe by entering your email address.
How do I reset the password for "My Account"?
Forgot your password? Request now!
Products
Do products with fur contain real fur or faux fur?
All of our products use faux fur only.
Order
I missed your newsletter offer. Can I still buy the items at the advertised price?
These offers are valid only during the stated promotional period.
Has my online order been received?
Once your order has been successfully completed, you will receive an order confirmation by email. This confirms that we have received your order.
Can sold-out products become available again later?
Yes. We regularly receive new deliveries, and products may then become available online again.
Can I shop at Nebulus without registering or having a customer number?
Yes. You can also complete your order as a guest; no customer account is required.
Can I review my order before submitting it?
Before clicking "Place order with obligation to pay", you can review all order details once more to make sure everything is correct.
How does the ordering process work?
Add the items you want to your shopping cart and then click "Checkout". You will be guided through the ordering process and can complete your purchase. Afterwards, you will receive an order confirmation. Once we have received your payment, your order will be processed and shipped from our warehouse. You will receive tracking information by email so you can easily track your parcel.
Where can I find my order number?
You can find your order number in the top right-hand corner of the order confirmation we sent you by email.
Ordering Process
I have contacted you several times. Why have I not received a reply?
All emails are answered in the order they are received, usually within a few days. Messages are sorted by their date of receipt. If you send another message before we have answered your first one, your entire request may be moved to the end of the queue because of the new incoming message. Please wait for a reply to your first email so that we can resolve your request as quickly as possible.
Can I still change or cancel my order?
If we have not yet received your payment, we can still cancel the order for you. Unfortunately, individual items cannot be changed. After cancellation, you can place a new order with the correct items. Please note our support team's processing times.
Until when can I change my address?
An address change is only possible if we have not yet received your payment or if the order has not yet been processed by our shipping department.
Where can I find my customer number?
You can find your customer number in the top right-hand corner of the invoice you received by email. Please also check your spam folder.
Payment & Invoice
Can I pay cash on delivery?
Unfortunately, we do not offer cash on delivery. You can pay, for example, by bank transfer in advance, PayPal, credit card or Amazon Pay.
How do I receive my invoice?
We send the invoice to the email address provided when placing the order. Please also check your spam folder.
How does PayPal Pay Later / invoice payment work?
When purchasing on invoice, PayPal pays us the amount on your behalf. You will then receive the necessary payment details directly from PayPal. Please do NOT pay the amount to us; pay PayPal directly. For more information, please see Payment methods.
How does payment with Amazon Pay work?
With Amazon Pay, you can quickly and conveniently use the payment methods stored in your Amazon account. Simply log in with your Amazon account details. The payment and delivery information stored in your Amazon account will automatically be used during checkout. For more information, please see Payment methods.
How does credit card payment work?
Pay quickly and conveniently by credit card using PayPal's payment service. For more information, please see Payment methods.
How does payment with PayPal work?
PayPal lets you pay conveniently and securely without entering your bank details. Simply use your PayPal account to complete the payment. Paying with PayPal is free of charge for you. Depending on your account and eligibility, PayPal may also offer additional payment options. If you do not yet have a PayPal account, you can create one after completing the order process. For more information, please see Payment methods.
How does payment with "Sofort" work?
With Klarna Sofort, you can pay quickly and securely using your usual online banking details, without registration. Your payment data is transmitted securely to your bank. The real-time payment confirmation also allows us to process your order promptly. For more information, please see Payment methods.
How does payment by bank transfer in advance work?
After completing your order, you will receive the information required to make a bank transfer. We will also send you an order confirmation containing the amount due and our bank details (IBAN + BIC). For faster processing, please enter the reference number beginning with “S” as the payment reference. Once the full amount has been credited to our account, the goods will be shipped as quickly as possible. For more information, please see Payment methods.
Where can I find the bank details?
You can find our bank details in your order confirmation. If you selected invoice payment, however, you will receive a separate email from PayPal containing the relevant payment details. In this case, please do not transfer the payment to us.
Shipping & Delivery
Is faster warehouse processing available?
Yes. During checkout, select the shipping option “DHL + faster warehouse processing”. For an additional €2.00, your order will be prioritised for processing and packing in our warehouse. Delivery will then take place as usual with DHL.
Is express shipping available?
Yes. We also offer express delivery for your order.
Can I track my parcel?
Yes. You will receive an email with the tracking number as soon as your parcel has been shipped. Please also check your spam folder.
Can I have my order delivered to a parcel locker?
Yes, delivery to a parcel locker is possible.
Can I have my order delivered to a different address?
Yes. Simply enter the desired delivery address when placing your order.
Why has my parcel still not arrived?
You can track the status of your parcel directly with DHL. Your tracking number was sent to you by email; please also check your spam folder.
Why has my parcel not been shipped yet?
Your payment may not have been matched correctly to your order, for example if the account holder's name differs from the name on the order or an incorrect payment reference was used. Orders are normally shipped once payment has been received.
How does shipping to Switzerland work and how much does it cost?
You can find the current delivery time and shipping costs for Switzerland under Shipping & Delivery Customs fees are already included in the stated price.
How much does shipping cost?
Shipping to Ireland costs €8.99. Under Shipping & Delivery you can find the shipping costs for all other countries.
How long does delivery take?
You can find the current delivery times under Shipping & Delivery for the available destination countries.
Returns & Refunds
How will I receive my refund for returned goods?
The refund will be issued using the same payment method that was used for the order.
I received the wrong size or colour. What should I do?
Via the Returns link, you can create a return label and request a replacement of the item you originally ordered.
I received an item I did not order. What should I do?
Via the Returns link, you can create a free return label and request a replacement of the item you originally ordered.
Can I return ordered goods?
You have the right to cancel your contract within 14 days and return the goods. You can arrange the return via the Returns link. Further information is available under Cancellation.
When will I receive the refund for my returned goods?
Return processing times vary depending on the volume of returns. If you have been waiting more than 10 days for your refund, please contact our customer service team.
How much does a return cost?
If you arrange your return through our returns portal and use our return label, the return shipping costs will be deducted from your refund. You can find the return shipping costs for your country under Shipping & Delivery. Alternatively, you can return the parcel at your own expense using a carrier of your choice. In the returns portal, select "without parcel service". If you received an item different from what you ordered, return shipping is free of charge.
How can I return goods?
You can easily arrange your return via the Returns link. You will be asked for your customer number and invoice number; you can find these details on the invoice sent to you by email. Please also check your spam folder.
Can I exchange items?
Unfortunately, we do not offer exchanges. If you would like a different size or colour, please place a new order and return the original item if necessary.
How should I package my return?
You are welcome to return the goods in the same packaging in which you received your order.
Voucher & Discount Code Terms
What is a voucher or discount code?
A voucher or discount code is a code you can enter during checkout to receive a discount on your order.
How do I redeem my voucher or discount code?
Add the items you want to your shopping cart.
Proceed to checkout.
Enter the code in the designated field (e.g. "Voucher code" or "Discount code").
Confirm the code; the discount will be applied to your order immediately.
Important redemption information
One-time use: Each code can only be used once per customer and order.
Cannot be combined: Vouchers cannot be combined with other promotions or discounts unless explicitly stated otherwise.
Minimum order value: Some vouchers require a minimum order value. Please check the terms of the respective code.
Validity period: Each voucher is valid for a limited period. Once it expires, the discount can no longer be claimed.
No cash redemption: Vouchers cannot be paid out in cash and have no cash value.
Where can I find voucher codes?
Codes are published via our newsletters, social media channels or special promotions.
Why is my code not working?
The code may already have been used.
It may have expired.
It may only apply to certain products or brands.
Can I combine multiple vouchers?
No. Only one voucher code can be redeemed per order.
Special promotion information
Special terms may apply to limited-time promotions such as Black Friday, summer sales or winter sales. You can find the relevant terms directly on the respective promotion.
