Order

How can I place an order?

To place an order, select the items you would like
to purchase and add them to your shopping cart. When you are ready
to complete your purchase, click Add to Cart and follow the
Checkout prompts.

Can I change or cancel my order?

Please contact us as soon as possible if you want to make changes
to your order or cancel it. Depending on
how far the ordering process has progressed, we
may be able to make changes or cancel the order.

How can I check the status of my order?

After you have placed an order, you can check the status in
your account under "My Orders". If you ordered as a
guest, you can check the status via a link in the
confirmation email.

Why haven't I received an order confirmation?

Please check your spam or junk mail folder first. If
you don't find a confirmation e-mail there either, it is possible that
a typo has crept into your e-mail address.
Please contact us and we will check this for you.

How can I add an item to my order after I've already checked out?

Once an order has been completed, we are unfortunately unable to add
items. You must place a new order for the
additional item.

Shipment

How long does delivery take?

The shipping time depends on the selected shipping service and
destination.

General:

  • Germany: 1-3 working days
  • Europe: 3-7 working days*
  • Switzerland/UK: 4-10 business days (depending on customs processing)

*in some cases it may take longer.

Do you offer international shipping?

Yes, we ship worldwide. Please note that international
orders may take longer and may incur additional
fees.

Do you offer shipping confirmation or tracking?

Yes, once your order has been shipped we will send you an email
with the tracking number so you can track the shipping status of your
order online.

Can I change the delivery location after the order has been dispatched?

Unfortunately, we are unable to change the delivery address once the order
has been dispatched. If you realize that you have entered an incorrect address
please contact us as soon as possible
.

What happens if I'm not at home at the time of delivery?

It depends on the delivery company. The package is often handed over to a neighbor
or deposited in a post office for collection. Usually a notification will be left if this is the case.

Do you offer express shipping?

Yes, please contact us before ordering. However, extra shipping costs are due.

Do you offer free shipping?

Yes, we offer free shipping on orders over a certain amount. You can find the exact information on our
Shipping page.

What happens if my order is held at customs?

We endeavor to provide all necessary customs documentation,
occasionally shipments may be held up by customs. If this happens you should be contacted by Customs to discuss
the necessary steps.

Problems/Complaints/Refunds

Can I return purchased goods?

Yes, you can return purchased goods to us. Please note the cancellation form.

Up to an order value of €100.00, the costs for the return shipment must be borne by the buyer.

I haven't received my goods yet, what can I do?

  1. Check the delivery status: Use the tracking number from your shipping confirmation email.
  2. Check the delivery location: The package may have been safely stored or a neighbor accepted it.
  3. Give yourself a few more days: Delays may occur which are beyond our control.
  4. Contact us: If you still haven't received your order, please provide us with your order number so we can help.

My item is defective

Please contact us with the following information:

  • Type of article
  • Order number
  • Name first Name
  • item name
  • date of purchase
  • type of defect

We will then try to find a suitable solution for you.

How long does the return process take?

Once we have received your return, it is usually
processed within 7 days. You will receive an email confirmation
once your return has been processed.

Invoice & Customer Service

Where can I find my invoice?

This will be emailed to you. If the e-mail address is incorrect, please contact our support.

I need help

The best way is to write us a chat message. We will reply to you promptly. Please note that messages sent on weekends will not be processed until the next working day, depending on their complexity.

However, we always try to reply as quickly as possible.

How can I contact you?

Feel free to send us a message via the chat box, an email to support@sfx-ecommerce.com or give us a call during the week.