Why does my tracking info only say "label created", but has not moved for such a long time?
If the tracking says "label created" it means that we have transmitted the label request for your order to the courier. Packing may take an extra day or two, in which case you will receive a "Your order is being packed" email from us.

Once packed the order will be put on the container where it awaits the release from the customs. Once it is granted UPS collect the container and once it gets a scan at the UPS warehouse the status of your shipment will change to "Shipped".

Due to the current COVID situation UPS and DPD may experience delays due to staff shortages.

I have an email saying that my items have been dispatched, where is my tracking number?
Once your order is packed the order information must be submitted to the Customs. Upon release a tracking number is generated. This normally happens within 24 hours of you receiving the email.

Can I pay more to have delivery sped up?
Currently we do not offer express delivery.

Do you deliver to Northern Ireland?
At the moment we do not. Our current goal is to make sure all orders to Great Britain are delivered without issues. Then we will add Northern Ireland, because it is a special case from the accounting point of view.

Are deliveries to Republic of Ireland affected by Brexit?
No, they are not. Current delivery times are 3-5 business days.

Why have I only received part of my order?
Under current circumstances, pre-packaged or easy-to-ship items may be processed faster than large, bulky or fragile items. As a result, you may receive multiple packages that may be delivered on different days. However, we will provide you with a unique tracking number and tracking link for each shipment.

Why do you have a UK phone number and UK website address if your warehouses aren’t in the UK?
We are a German company with warehouses currently in Germany. This information is stated in the Imprint. We have been in business for over 40 years and have several online shops across Europe. Having a UK number means our customers do not pay international charges when calling us.