When will I receive my order?
You can find the estimated delivery date for your order in your confirmation email.
The estimated dispatch date for each individual product can be seen directly on the product page of our website. The estimated delivery date for your entire order can be seen in your shopping basket as soon as you've added your delivery address and selected your preferred shipping company.
Please note that our parcels are dispatched from our warehouse in Austria. For this reason, parcels are not processed and do not ship on Austrian public holidays. Our customer care team is also not available on Austrian holidays. We'll be back, newly energised, after the holidays are over.
My parcel has disappeared. What should I do?
Please check the status of your order again via your order confirmation. If you see the status "Delivered" in your order, you should have received a notification card from the delivery service. Your parcel may also have been delivered to a neighbour.
If your order still hasn't turned up, please write us using the contact form. We will do our best to find your parcel and, if needed, will contact the delivery company to request an investigation.
My parcel arrived damaged. What should I do?
We're so sorry if your parcel was damaged in transit!
Were any products in the parcel damaged?
Please take pictures of any damage to the outside of the parcel as well as any damage to the products immediately. Be sure to keep the damaged items and the damaged parcel. We need these items for the compensation claim. Report the damage here.
Are the products you ordered undamaged?
If only the packaging itself has been damaged, and you want to return something, you can simply use different packaging for the return shipment.
If your parcel is visibly damaged upon delivery, please choose the option to accept the parcel with reservation and sign. If this option is not available, please do not accept the parcel.
We care about the environment! Our packaging material is completely plastic-free, and a very high percentage is also made of recycled material. We occasionally do reuse packaging materials that we receive from our suppliers. These materials may be made of plastic. Thank you for understanding that reusing materials whenever possible is important to us, as it greatly reduces waste.
In Switzerland your parcels will be delivered by Swiss Post.
If you order by Monday 00:00 o'clock and the ordered products are in stock, your order will be processed the same day. Delivery takes place in 4 business days after dispatch.
You'll receive a confirmation email directly after you've completed your order. On the evening of the day of dispatch, you'll receive a dispatch confirmation email with your personal tracking number. You can use your tracking number to track your parcel.
Depending on the shipping option you chose, your tracking information may not be active yet when you receive your tracking email. It may take up to 48 hours for the tracking link to activate.
You can find more information about services for receiving your parcel here.
The estimated delivery date of your order will be displayed next to each product on our website, as well as in your shopping basket.
Our delivery services always try to deliver your order as quickly as possible. Nevertheless, please understand that there may be delays in delivery from time to time, mostly due to weather or traffic conditions.
Processing costs for product-specific shipping methods
Some products need to be packaged and dispatched with extra care. These include heavy goods and refrigerated goods. Due to the extra time needed to process these types of orders, additional processing costs may be incurred. You can find information regarding additional costs directly on the product page. We take these extra steps to ensure that your parcel arrives safely and in good condition.
Direct dispatch by the manufacturer
Products that are dispatched directly by the manufacturer are labelled as such. You can find this information on the product page, in your shopping basket and at the end of the checkout process. There are no additional costs for this service.
Deliveries to Switzerland
Deliveries to Switzerland are shipped using the Postal Service. You will not be charged any additional custom duties. Our company pays the import costs for you.
Once Switzerland is selected as the country of delivery, the prices include sales tax will be shown in your shopping basket. After your order has been completed, you will not need to pay any further costs for import fees or customs.
Our company covers the 11.50 CHF customs duties as well as the 3% additional customs fees incurred for orders to Switzerland, saving Swiss customers money!