Frequently asked questions and answers

Payment processing

Which payment methods are accepted?

We accept various payment methods such as credit cards, PayPal, iDEAL and SEPA direct debit. The available options will be displayed during the checkout process.

Why was my payment rejected?

A payment refusal can have various causes: incorrect card details, insufficient funds or technical problems with the payment provider. Check your details or contact your bank.

How do I receive an invoice?

You can request an invoice during the order process, which we will then send you digitally by e-mail.

Is cash on delivery possible?

No, we do not offer cash on delivery payment. You must choose one of the available online payment options.

Can discount codes or gift vouchers be redeemed?

Yes, voucher codes and gift cards can be entered at checkout to receive discounts.

Is my payment secure?

It goes without saying. We use advanced security technologies including encryption and PCI standards for maximum protection of your payment information.

When will I receive my order confirmation?

Immediately after successful receipt of payment, we will send you a detailed order confirmation by e-mail.

How does the refund process work?

Contact our customer support with your order information. We will process refund requests according to our terms and conditions.

Where can I find my order history?

Log in to your customer account and go to the "My account" section. There you will find all information on past purchases under "Order history".

Shipping and delivery

What shipping options do we offer?

We ship with DDP service (Delivered Duty Paid), which means no additional customs charges for you:

Available target countries:

  • USA: UPS Express (except Alaska and Hawaii)
  • Great Britain: DPD Express (local)
  • Europe: UPS/DPD/DHL Express
  • UAE: Dubai only
  • South Africa
  • Vietnam
  • West Malaysia: except Kalimantan Island

European DDP countries: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

European shipments (except UK) are handled via Germany.

Delivery times by country

Destination countryTransport routeDuration
USAUPS Ground10-15 days
Great BritainDPD Express7-12 days
GermanyUPS/DPD/DHL8-13 days
FranceUPS/DPD/DHL8-13 days
BelgiumUPS/DPD/DHL8-13 days
LuxembourgUPS/DPD/DHL8-13 days
The NetherlandsUPS/DPD/DHL8-13 days
Czech RepublicUPS/DPD/DHL8-13 days
PolandUPS/DPD/DHL8-13 days
CroatiaUPS/DPD/DHL8-13 days
SlovakiaUPS/DPD/DHL8-13 days
SloveniaUPS/DPD/DHL8-13 days
FinlandUPS/DPD/DHL8-13 days
DenmarkUPS/DPD/DHL8-13 days
SwedenUPS/DPD/DHL8-13 days
AustriaUPS/DPD/DHL8-13 days
ItalyUPS/DPD/DHL8-13 days
HungaryUPS/DPD/DHL8-13 days
LithuaniaUPS/DPD/DHL8-13 days
EstoniaUPS/DPD/DHL8-13 days
LatviaUPS/DPD/DHL8-13 days
GreeceUPS/DPD/DHL8-13 days
IrelandUPS/DPD/DHL8-13 days
PortugalUPS/DPD/DHL8-13 days
SpainUPS/DPD/DHL8-13 days
UAE (Dubai)Leased line Dubai12-18 days
South AfricaLeased line for South Africa15-25 days
VietnamVietnam dedicated line3-5 days
West MalaysiaLeased line for Malaysia4-8 days

Other countries: For destinations not listed, you must clear customs yourself and pay the corresponding duties. Ask your local customs office about the applicable taxes. A trade licence may be required.

How are shipping costs calculated?

The transport costs are based on the parcel weight, destination and selected shipping method. You will see the exact costs during the payment process.

What to do if a delivery is late or lost?

Contact our customer service if your parcel does not arrive or is significantly delayed. We will track the case and support you in finding a solution.

How do I track my programme?

Log in to your account and open the "Order history". You will also receive tracking information by e-mail.

Are there customs costs?

Currently not required, with the exception of Canada and Denmark.

How long does the total delivery time take?

Storage time: 1-5 days depending on product. Dispatch time: 7-15 days.

Data protection and security

How is website security guaranteed?

We use comprehensive security measures: Data encryption, firewall protection and regular security audits protect your data and transactions.

How is my personal data protected?

We follow strict data protection guidelines. Your information will never be sold or passed on to third parties, but used exclusively for order processing and customer service.

Are my payment details secure?

Yes, we use a PCI-compliant payment system for maximum security of your financial data.

How do I create a secure password?

Combine upper and lower case letters, numbers and special characters. Avoid personal data such as dates of birth. Change your password regularly.

How do I recognise an authentic website?

Compare the URL with the official address and pay attention to the SSL certificate (lock symbol), which confirms the site security.

Where do I report suspicious activity?

If you have any safety concerns or unusual occurrences, please contact our customer service immediately. We will investigate each case and take appropriate action.

Is there protection against phishing?

Yes, we have implemented anti-phishing systems that protect against fraudulent websites and emails.

Returns and changes

Can I still change my order?

Order changes are possible until 23:00 (PDT -7 GMT) on the same order day. Contact us at chbzyluryberel@gmail.comm for change requests.

How does a product return work?

We grant a 15-day right of return from receipt of goods.

Return conditions:

  • Article in original condition
  • Unused and unworn
  • With original labels and packaging
  • Proof of purchase required

Return process:

  1. Contact chbzyluryberel@gmail.com
  2. After approval you will receive a return label
  3. Follow the shipping instructions provided

Unannounced returns will not be accepted.

If you have any questions about returns, please contact chbzyluryberel@gmail.com at any time.