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Frequently Asked Questions

Where is my order?

We usually ship our goods within 24 hours of receiving your order. Upon dispatch, you will receive a dispatch confirmation by e-mail. If you have not received an e-mail, please also check your spam folder. You can view your shipment status at any time in your customer account.
If you do not have a customer account, you can log in here and track your shipment.

How do I get a return label?

Within Germany, the return shipment is free of charge using the return label. Returns from abroad are subject to a fee to the following address:

Magdeburger Straße 5
14641 Wustermark

More information can be found here.

How long does the shipping take?

With our professional logistic partner DHL we ship hundreds of packages worldwide a day.
Orders which are paid directly with authorized payment such as credit card, cash transfer, direct debit, purchase on account, PayPal or direct transfer usually leave our warehouse within 24 hours. Shipping within Germany usually takes 1 to 3 business days.

Within the European Union, you can estimate a delivery time of 3 to 7 business days.

The delivery time of all other international destinations takes 1 to 3 weeks because the parcel has to be required to the relevant national postal service.

The payment by bank transfer can take 1 to 3 business days - depending on the bank. Accordingly, the delivery time will extend. Please also notice that the shipment will be handled as soon as we received a receipt of payment for your order.

How long can I send my articles back?

You have 30 days from the date you received your order to return it. Please note that we can only accept non-used items. We kindly ask you to make sure to not remove any attached product labels and to send back items new, in original packaging and complete. For more information, please refer to the cancellation policy in our Terms & Conditions.

When will I get my money back?

As soon as we have received your articles back, you will be informed by e-mail about the receipt of your return. If you have not received an e-mail, please also check your spam folder.
The form of refund varies depending on the method of payment and will be made within 14 days after receipt of the return.

Payment in advance/payment via direct transfer: The credit is transferred to the bank account from which the transfer was made.

Credit card: Credit to your credit card account. You will see the transaction on your next credit card statement. Depending on the billing date, this can only appear in the following month.

PayPal: The credit note will be sent to your PayPal account. You can choose whether you want to keep the amount for another purchase on your PayPal account or whether you want it to be returned to your bank account.

Klarna: You don't have to pay attention to anything else here. We forward the invoice amount to Klarna for settlement.

Can I change my order?

Unfortunately, it is not possible to change the order after receipt. If you have not yet received a shipping confirmation, we can check to what extent the order can still be cancelled. You can submit your cancellation request directly in our contact form.

If the shipment has already been made, you have 30 days right of return.

Can I change my delivery address?

Unfortunately, it is not possible to change the delivery address after receipt of your order. To avoid unnecessary shipping, please contact us and we will check to what extent the order can still be cancelled. You can make your request directly in our contact form.

If the shipment has already been made and delivery is not possible, a return shipment will be initiated automatically. Please note that it is not possible to send the articles again. You will be refunded the purchase price.

My order is incomplete / damaged. What do I have to do?

We are very sorry for the problems occurred concerning the delivery.

You need to report the damage to the local post office within 7 days. There, an investigation will be initiated. You will receive a reference number which we kindly ask you to communicate with us as well. Furthermore, please fill out the here attached legally binding declaration and send it back signed to us. In order to be able to document the damage from an insurance point of view, please also send us photos of all sides of the package and the article and get in touch with us. We will then contact you immediately and ask you to send us the damage number/damage report, photos and the recipient's declaration sent by us.

Please note that we cannot submit an investigation without proof of damage recorded by a local post office. This means that the damage/loss cannot be covered by the parcel insurance.

The delivering postal company is obliged to make a damage report within the above-mentioned period, even if no clear damage is apparent at first. If the postal branch does not record the damage, please have it confirmed in writing with the name of the employee and the exact address of the post office and time.

Please note that such an investigation takes time and that we cannot proceed with the refund or a new shipment beforehand.

I would like to complain about an item. What do I have to do?

You have a 2-year warranty through During this time, we can send the item to the manufacturer for repair. Normally, it will be repaired there free of charge. Otherwise, we will bear all repair costs incurred during the warranty period, provided it is a warranty case. In order to process your complaint as quickly as possible, please fill out our contact form.

The form in which an item is repaired or replaced depends on the severity of the defect and the time of the complaint. We reserve the right to inspect the goods in individual cases and to decide on the type of repair of the defect.

Please note that a complaint and repair may take some time. We will contact you immediately after clarification of the facts in order to coordinate the complaint process together.

How long does it take to process my complaint?

The processing of a complaint can take 2 - 8 weeks and varies depending on the defect and manufacturer. Of course, we strive for a quick processing.

Are the items really original?

Our range of bags, accessories and suitcases includes more than 10.000 items in the best tested quality. We purchase all items directly from the manufacturer and can guarantee authenticity!

With you are always on the safe side:

  • You have 30 days to return and to prove the authenticity and quality after delivery
  • You get all items original packaged
  • You get 2 years of full warranty

Can I buy a gift voucher for

Unfortunately, we are unable to offer you the option to purchase a gift voucher at this time.

I would like to send the item as a gift. How do I do that?

You want to give away an article from our assortment or have the article delivered to a special person?
Unfortunately, we cannot currently offer you the gift packaging service.
The delivery to a different address is possible and can be indicated by you during the order. Please note, however, that the invoice is always enclosed with the delivery.

Where can I find the terms and conditions for discount promotions and voucher codes?

We offer attractive promotions and discounts at a regular interval. You will find detailed information on our current discount campaigns and their conditions at the top of our website, directly under the categories. Not found it yet? Click here.

For more information on our vouchers, please visit our vouchers-page.

The following discounts might also be of interest to you:
Advanced payment discount: You receive a 5 percent discount on all items when paying in advance by bank transfer.

Newsletter discount: Subscribe to our newsletter and be the first to receive regular updates on new brands, collections and exclusive discount offers. Every new subscriber receives a welcome voucher worth 15%.*

*Please note that these vouchers are only valid for non-reduced items.

How can I unsubscribe from the newsletter?

We ask for your understanding that unsubscribing from the newsletter is only possible via the unsubscribe link in the newsletter. Unfortunately, we are not able to unsubscribe you from the newsletter manually.

Even after unsubscribing from the newsletter, you do not have to miss out on news: You will find them directly in our shop on the start page.

How do I delete my customer account?

We are very sorry for your decision but hope to welcome you back as a customer soon. To delete your customer account, simply fill out our contact form.

We will delete your customer account within the next 24 hours as requested.

If you are registered for the newsletter, you will not be automatically unsubscribed when the customer account is deleted. Unsubscribing from the newsletter is only possible via the unsubscribe link provided in the newsletter. Unfortunately, we cannot unsubscribe you from the newsletter manually.


Have questions?

Our service team is glad to assist you.

Please give us a call.

+49 (0)331 58291300

Mon - Fri 8 a.m. - 7 p.m.,
except statutory holidays

Please send an email.

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