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FAQ

FAQ - Frequently Asked Questions

1. I placed an order but did not receive a confirmation email.
Don’t worry – sometimes the confirmation email enters to your spam. Please first have a look to your spam or junk mail folder and in case you can’t find an email kindly contact our customers service with either your order confirmation number or the full name with which you have placed the order. 

2. Can I control my parcel after it has been shipped?

Yes, you can control your parcel after shipping. Download the FedEx Delivery Manger:

1. Stay informed with delivery notifications.
2. Request to redirect a package for free when you won't be home.
3. Allow someone else to pick up a package for you.
4. Sign for a package—even if you won’t be home to receive it.
5. Save package delivery instructions for your driver.
6. Place a vacation hold on packages.
7. Act on a FedEx door tag.
8. View picture proof of delivery.
9. Request a specific delivery date and time.
10. Change your delivery address to another residence.

FEDEX Hotline: 1.800.GoFedEx 1.800.463.3339 (Contact FEDEX)

3. Do you offer any discount codes?
Currently we are unfortunately unable to offer any discount codes. Discount codes provided by other websites have not been issued by us and are therefore not valid.

4. Do you offer any alternative shipment methods?
We ship all our parcels either via FEDEX Priority Express, DHL Express Worldwide, DHL AirMailPremium.

5. I did not receive a shipping confirmation mail.
We try to ship all our articles as quickly as possible but depending on the article we have to order it from our main stock, which takes around 2-3 business days. Kindly allow this period of time before contacting us. Please also make sure to check your spam for the shipment confirmation mail.

6. My tracking link is not being updated!
After you have received the tracking link kindly allow up to 24 hours until the tracking link is being activated by our shipment provider.

7. Where do I contact the courier express parcel service providers?

FEDEX Hotline: 1.800.GoFedEx - 1.800.463.3339 - Contact FEDEX

DHL Express Hotline: 1.800.225.5345

DHL Hotline: 1.800.805.9306

UPS Hotline: 1.800.742.5877

8. Where are you based? Where are the articles shipped from? Do you have a physical store?
We are based in Germany, Europe and all our articles are shipped from Germany, Europe as well. We do have a store in Heidelberg, Germany.

8. Do you ship internationally?
Yes, we ship worldwide. For an overview of the countries we are shipping to kindly visit our shipment section.We send all our international parcels via Express.

9. Do I have to pay import taxes on the order? Are they already included in the price?
With us all prices are shown excluding tax. 100% TAX FREE. In the shopping cart from us you will not be charged any additional fees/taxes. We ship tax free.

11. Can I return a product? If so, how?
You can return all products within 60-days after receipt if they are in new and unused condition for either a refund or an exchange. Please describe your wishes, and send it back with the product.If you like to exchange for another size or colour, please note what you desire. The buyer bears the costs for the return shipment for international orders..

Please return the goods to the following address:
P O H L Handels GmbH
Altrottstr. 42
69190 Walldorf
Germany, Europe

11.1. How long does it take to process returns?
We will refund the purchase amount within 24 hours of receipt of the return. In the case of an exchange, we will also process your order within 24 hours.

12. Is there a warranty on the products? If so, how do I proceed, if my article is faulty?
All our products do have a two-year manufacturer warranty. If you feel like your article is faulty, kindly contact our customer service and we will do our best to assist you.

13. In which currency will the purchase amount be collected? USD.

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