Thank you for contacting us due to the shipment delay. Within our service promise, we will give you a reply in less than 2 working days after receiving this information via email.
In some cases, it may happen that consignments are delayed during delivery. There are many reasons for this, such as e.g. a system error of the postal service provider or even a theft of the consignment. Therefore, we send the most of our shipments to you with a tracking number to make the search service as easy as possible to the postal service provider. Please note that we have no influence on the postal service providers as well as their third parties.
In our service philosophy, we will be contract our postal service provider for an investiagtion inquiry. This inquiry can take up to 8 weeks since, in the case of mailings outside Germany because information on the respective recipient country must be requested. According to our General Terms and Conditions, we point out under point 8 that neither a refund nor a replacement delivery takes place before the end of the investigation period. We make every effort to resolve the matter as quickly as possible.
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