FAQ - Frequently asked Questions

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It is synthetic fur at all times.

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

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

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

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

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

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.

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

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.

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.

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.

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

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.

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

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.

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.

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.

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

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

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

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

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.

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.

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

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

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

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

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.

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.

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.

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.

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.

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.

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.

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

This promotion is only permitted once per customer.

*1 We're getting the brand new winter goods soon, so everything has to go!

*2 Everything has to go, brand new items as well as summer and winter items.

*3 We are offering the best start-of-season offers ever for a large proportion of our items. Even compared to a clearance sale, the prices are usually even better now!

*4 As we also sell off the brand new items right away, you actually have all sizes and colours to choose from while stocks last, of course ... unbelievable, but true!

*5 From 79 € purchase value (CHF/GBP from 99,-) - This promotion is only allowed once per customer!Translated with DeepL.com (free version)