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Frequently Asked Questions (FAQ)

Q: How long does it take until I receive my order?

A: Usually we send stock items one day after the order has been placed.
New productions usually take between 1 - 4 weeks depending on the article and the order quantity.
The delivery time within Germany is about 1-2 business days, to other countries between 2 days and 1 week.
If you're in a hurry we also can send your order with Overnight shipping (UPS Express).

 

Q: Can I return articles which I can't use?

A: Yes, you can return or exchange ordered items within 14 days after receiving them.
Custom made eyes and special offers can not be returned or exchanged.
Please stamp the shipment properly as we do not accept unfree returns.

 

Q: When do you send my backorder?

A: Items, which are not in stock at the time of your order will be shipped within 1-4 weeks. This depends on the article and the order quantity though. If it takes foreseeably longer, you will be informed by us.

 

Q: I want to order for less than the minimum order value of 70 EUR / less than the minimum quantity. What should I do ?

A: Please contact one of our distributors. You receive all our products in smaller quantities from there directly for the same price and can order below the minimum order value. Otherwise we charge an additional 10 EUR surcharge for orders below our minium order value.

 

Q: How much do you charge for shipping and handling ?

A: You find a detailed list of shipping charges sorted by countries and service providers in the section "about us" / "downloads" or by clicking here

 
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