FAQs – Shipping & Return

I am an end consumer rather than a commercial customer. Can I still cancel my order once its been despatched?

Consumers have the right to cancel their transaction within 14 days, without having to give any reason, in writing (e.g. by letter, fax, email) or - if you receive the goods before the end of this period - by returning the goods. If you cancel your transaction, all goods received must be returned and any payments made will be refunded to the value of the goods by RAL. For exact details concerning where to direct your cancellation and the time periods that apply, please refer to our General Terms & Conditions.

How do I return an item? / How do I get my money back?

If you want to return an item, you must pay for the delivery charges yourself. Please let us know your bank account details. As long as the goods are not damaged, we will refund you the value of the goods.

Do I also have to pay the delivery charges if I exercise my right to cancel the transaction as a consumer?

If you exercise your right as a consumer to cancel the transaction (see the information regarding cancelling your transaction in the General Terms & Conditions), you must pay any ordinary delivery charges as long as the purchase price does not exceed EUR 40.00. If the purchase price is any higher, you may return the goods free of charge.

My package has not arrived.

The standard delivery time within Germany for DHL is 2-3 working days. For UPS, the delivery time depends on the tariff. If the corresponding number of days has already elapsed, please get in touch with us.

How much are the delivery charges?

For UPS and deliveries outside Germany, delivery charges are based on the type of delivery (by post, UPS standard, express etc.) as well as the country and weight.

Within Germany:

  • normal delivery by post when the total value of the goods is up to 20 €: 3.50 €
  • above: 6,50 €

Who are the logistics partners?

Our logistics partners are the Deutsche Post and UPS.  Goods can also be collected by the customer themselves or the customer can arrange for them to be collected by their chosen delivery company. It is irrelevant which company is used to collect the goods.

Can I also have my order sent to a DHL Packstation?

Of course, you may also have your order delivered to a Packstation. In this case, please enter the Packstation as the delivery address during the order process. Please ensure that you still enter a normal address as the billing address.

How long does the delivery of my order take?

Delivery times depend on the size of the order and stock levels. In general, our orders are ready to despatch within 1-3 days. International shipping time depends on the destination country. The maximum delivery time for DHL packages can be seen in the table below.

Destination

Calendar days

Australia

60

Austria

14

Belgium

60

Bosnia-Herzegovina

30

Bulgaria

60

Canada

15

China

60

Croatia

30

Cyprus

60

Czech Republic

60

Denmark

14

Estonia

60

Finland

14

France

30

Georgia

60

Germany

7

Greece

60

Hongkong

60

Hungary

60

Iceland

60

Ireland

15

Italy

30

Japan

30

Latvia

60

Lichtenstein

30

Lithuania 

60

Luxembourg

15

Macedonia

30

Malta

60

Moldova

60

Monaco

30

Montenegro

15

Netherlands

28

New Zealand

12 bis 15

Norway

14

Poland

56

Portugal

30

Romania

30

Russia

60

Sweden

14

Serbia

15

Slovakia

30

Slovenia

45

South Africa

21

Spain

60

Switzerland

30

Taiwan

15

Turkey

60

United Kingdom

21

USA

60

Vatican City

60

(*) = prices excl. VAT