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FAQ - Frequently asked Questions

Here you will quickly get answers to the most frequently asked questions:


Account & Newsletter


How do I subscribe for your newsletter?

You can subscribe for our newsletter here: Subscribe Newsletter.


How do I reset my password for "My account"?

Forgot password? Set new!


Products


Is the fur on items with fur real or synthetic fur?

It is synthetic fur at all times.


Orders


I missed your newsletter offer. Can I still order the items to the price offered in the newsletter?

Our offer prices are only valid as per the day of the newsletter.


Did you receive my order?

After the successful placement of the order you will receive an order confimation via email which means we have received your order.


Is there a possibility that items that are out of stock now will be available again later?

Yes, we do receive new items constantly which will be available online as soon as they are back in stock.


Can I also place an order without registration or customer number?

Yes. You can place the order as a guest with no customer account required.


Can I double-check my order before placing it?

You can double-check your order again right before you click on "order now".


How do I place an order?

Please add the requested items to your shopping basket and proceed to checkout. Now you can run through the process to complete the order. Afterwards you will receive an order confirmation via email. As soon as we have received your payment your order will be processed in our shipping department and will be shipped. You will receive the tracking information via email and can trace your order.


Where do I find my order number?

You can find your order number at the top right of the order confirmation which you have received via email.


Ordering process


I have already sent several emails, why do I not receive any answer?

We respond to all emails chronologically within a few business days. It may seem like you will receive a quicker response if you send more than one email, however, that is not the case. In fact, this will delay the process even more. We kindly ask you to only send one email and wait for a response.


Can I still change or cancel my order?

We can cancel your order as long as we have not received any payment from you yet. Unfortunately, we cannot change the size or color of the items ordered. After cancellation you can place a new, correct order. However, please note the time required to respond to your emails (up to a few business days).


Can I still change my address?

We can only change the address in your order as long as we have not received any payment from you or as long as your order has not yet been processed in our shipping department.


Where do I find my customer number?

You can find your customer number at the top right on your invoice which you have received via email. Please also check your junk folder.


Payment process & Invoice


Is it possible to pay by cash on delivery?

Unfortunately, we don't offer orders by cash on delivery. For example, you can place your order using advance payment, Paypal, credit card or AmazonPayments. Your payment is protected with all options.


How do I receive my invoice?

We are sending the invoice to the email address indicated in the order process. Please also check your junk folder.


How does payment via Paypal work?

With Paypal you pay comfortably and safely. You don't have to enter any bank details, you can simply use your PayPal account for payment. The payment with PayPal is free of charge for you. With the payment by Paypal you profit from the unique PayPal buyer protection. If you do not yet have a PayPal account, you can create one directly after the order process.


How does payment by AmazonPayments work?

Mit Through Amazon Payments, you easily have access to the payment options stored in your Amazon account.


How does payment by credit card work?

You can complete your payment quickly and easy using the service of Paypal. Paypal can process payments from the following providers: Visa Card, Master Card, American Express and more.


How does payment in advance work?

You can find our bank details right upon completing your order. We are also going to send you our bank details in the order confirmation mentioning the total amount and our IBAN and BIC. Please make sure to indicate your order number starting with "S" in your payment reference so there won't be any problems with matching your payment. As soon as we have received your payment your order will be sent out as quickly as possible.


Where do I find your bank details?

You can find our bank details in your order confirmation. In case you have paid by invoice you will receive a separate invoice from Paypal via email. Please do not transfer any money to our account in case of a payment by invoice.


Delivery


Do you offer express shipping?

Unfortunately, not within Germany. We do offer express shipping to Switzerland and the US.


Can I track my parcel?

Yes. You will receive an email with the tracking information as soon as your parcel has been shipped. Please also check your junk folder.


Can my order be delivered to a pick-up station?

Yes, parcels can be sent to pick-up stations as well.


Can I have my parcel delivered to a different address?

Yes, please indicate the requested delivery address before completing your order.


Why have I not received my parcel yet?

You can trace your parcel using your tracking number at DHL. We have sent you the tracking information via email - please check your junk folder as well.


Why has my parcel not yet been sent?

Possibliy our system was not able to match your payment. This happens if the name of the account holder is different from the on in your order or if you indicated a wrong payment reference. Usually your parcel will be shipped as soon as we have received your payment.


How much is shipping to Switzerland and how does it work?

You can find the duration and fees for shipping to Switzerland here: Shipping costs. Customs charges are already included in that price.


How much is the shipping cost?

You can find an overview for the shipping costs here: Shipping costs.


How long does it take for my parcel to arrive?

Delivery time within Germany is 1-2 business days. Here you can find the duration for other countries: Dispatch & delivery.


Return & Refund


How do you refund the amount for the returned items?

We are using the same payment method to refund the amount that you used to pay for the order.


I have received a wrong size or color. What can I do?

Please use the following link: Return center - here you can create a free return label and chose whether you would like to receive a new delivery or a refund.


I have received a wrong size or color. What can I do?

Please use the following link: Return center - here you can create a free return label and chose whether you would like to receive a new delivery or a refund.


Can I return the items I ordered?

You have the right cancel the agreement within 1 month without giving reasons for your decision. You can initiate your return with our returns center. You can find more information about your right to cancel the agreement at our revocation page.


When do I receive a refund for the items I returned?

Please note that the processing time for returns varies depending on the amount of returns. In case you have not received a refund within 10 business days please contact our support team.


How much is the return?

If you use the return label of our returns portal we are going to deduct the shipping cost from the refunded amount. You can find the return cost for your country at our dispatch & delivery page. Alternatively you can return the parcel with a carrier of your choice at your own cost. For this option, please chose "ohne Paketdienst" in our returns portal. In case of a defective or wrongly delivered item the return will be free of charge.


How do I return the goods?

You can initiate your return at our returns center. You will need your customer and order number. You can find this information on your invoice which you have received via email.


How long can I exchange items?

Unfortunately, we don't offer any exchanges. In case you would like to receive a different size or color you will have to place a new order. Of course you can return the wrong size for a refund.


Which packaging do I have to use for my return?

You can use the same packaging to return your parcel that we used to send it to you.