Frequently Asked Questions (FAQ)


1) Where do we deliver to?

Domestic deliveries (Germany):
free of charge

Deliveries abroad:
Shipping costs depending on country and weight: Everything at a glance.

2) How long does shipping take?

Shipping to Germany is handled by our logistics partner DHL (Go Green) and takes 3-5 business days within Germany. We process and ship orders during our general business hours. These are Monday to Friday, 09:00 to 18:00. Shipping within Europe takes 5-8 working days.


1) For returns - how should the product be returned? What does the buyer have to do?

Returns - step by step:

Packing the item and labelling the return

Place the ordered item in a package, close the package carefully and label it on the outside.

Please note that your order does not include a pre-printed shipping label.

The customer is responsible for the cost of handling the return shipment.

- Returning the parcel

The parcel can be dropped off at parcel shops and packing stations, among other places. Please ensure sufficient franking so that your return can be processed successfully. Please keep the issued return receipt until the return is confirmed.

- Receiving a refund

Upon receipt of your package, the purchase amount will be credited within 14 days. The credit will be issued via the relevant payment method and may vary depending on the method used.

Please note that neither the use of the return label nor the return in the original box is a mandatory requirement for the effective exercise of your right of withdrawal.

2) To which address do the returns go?

Please send your return to the following address:

Ohl Fulfilment GmbH & Co. KG
Lager PrimaNeo
Merkurring 60-62
22143 Hamburg

3) How is the money refunded?

Refunds are always made via the means of payment you used.

Credit card

The credit will be booked back to the credit card account charged by us. The chargeback can be seen on the next credit card statement.


The credit will be credited to the PayPal account used by the customer. Whether the amount is deposited on the PayPal account or booked back to the bank account can be determined by PayPal itself as the customer.

For further details, please refer to the PayPal terms and conditions.


In case of faulty/damaged items you have legal warranty rights. In case of faulty or damaged items, please provide the following information to

- Order number

- A short description and documentation (picture) of the reason for the complaint.

Payment methods

Which payment methods can I use?

You can choose between the following payment methods:

- Payment by credit card
- Payment by PayPal
- Payment by invoice
- Payment by immediate payment