Your questions. Our answers.
Carefully compiled. So that no questions remain unanswered.
Your order
Order and payment
You can choose from the following options:
- Debit or credit card
- PayPal
- Apple Pay, PayPal Express and other express payment methods
- Invoice with Klarna
- Pay now with Klarna
- Purchase on account (not possible in all cases)
After your order you will receive a confirmation by e-mail. If it does not arrive, please check your spam folder.
There is a "Discount code or voucher" field in the checkout. Enter the code, apply - the amount will be deducted automatically.
Please contact us after placing your order. We will issue you with a corrected VAT-free invoice.
Unfortunately, tax refunds are not available for shipments to third countries such as Switzerland. We can only Salzburg tax refunds for purchases made in person at our factory store in Salzburg .
Yes, we offer individual company gifts - for customers, employees and special occasions.
You can find more information here.
Thank you for your interest. Feel free to contact us here.
Delivery and shipping
The shipping costs depend on the destination country and shipping partner:
Austria:
- For orders of 30 EUR or more:
DPD: free
Post: 1.90 EUR - For orders up to 30 EUR:
DPD: 4.90 EUR
USPS: 6.40 EUR
Germany:
- For orders of 50 EUR or more:
Shipping: free - Orders between 30 EUR and 49.99 EUR:
Shipping: 4.90 EUR - Orders up to 29.99 EUR:
Shipping: 6.90 EUR
Switzerland and Liechtenstein:
- Free shipping from 100 EUR
- otherwise EUR 14.90
Great Britain and Ireland:
- Free shipping from 100 EUR
- otherwise EUR 20
Other countries in Europe:
- Free for orders over EUR
- otherwise EUR 8.90
United States:
- Free for orders over EUR
- Up to 150 EUR order value: 10 EUR
- Up to 50 EUR order value: 25 EUR
Canada:
- Free for orders over EUR
- otherwise EUR 25
Your parcel should reach you without any detours:
- Austria: 1–2 business days
- Germany: 2–4 business days
- Switzerland and Liechtenstein: 3–6 business days
- United Kingdom and Ireland: 4–7 business days
- Other countries in Europe: 3–6 business days
- USA and Canada: 5–7 business days
The business days listed correspond to the shipping partner's standard delivery time.
In the fall and winter, we ship daily; on holidays and during school breaks, we ship once a week.
We ship with
- Austrian Post
- DPD
You can see which shipping options are available after entering your delivery address in the checkout. You can then select the appropriate parcel service.
As soon as your parcel is on its way, you will receive a shipping confirmation by e-mail - including shipment tracking. This means you can check where it is at any time.
We deliver to
- Germany, Austria and Switzerland
- Other EU countries
- USA and Canada
In Austria, you can have your order delivered to a parcel shop or locker via DPD. Simply select the shipping option at checkout.
Unfortunately, delivery to Packstations is not available in any other countries.
Yes, that is possible. Please let us know by e-mail immediately after placing your order so that we can arrange a suitable collection time.
Complaints and returns
Yes, you can return unused products in their original packaging via our returns portal within 14 days. We will, of course, refund the purchase price.
Gift cards are excluded—they cannot be returned.
You are responsible for the return shipping costs. If the reason for the return is our fault, we will, of course, cover the costs.
Yes. You’ll receive your return label as soon as you’ve completed your return—directly in the portal and then via email.
You’re responsible for the cost of the label. It will be deducted from your refund.
Yes, you can easily exchange items through the returns portal. We'll ship your new product as soon as we receive the returned item.
Once we have reviewed your return, we will issue a refund using the same payment method you used to make your purchase.
Please note: It may take a few days for the refund to appear in your bank account or on your credit card statement.
Problems with your order
Please contact us by email (looops). We'll take care of it.
Please contact us by email (looops). We'll find a solution quickly.
Please enter your order in the returns portal —there, select the return reason "Wrong item delivered."
You will receive a return label—we will cover the shipping costs.
Please enter your order in the returns portal —there, select the return reason "Item is damaged."
You will receive a return label—we will cover the shipping costs.
After placing your order, you have 12 hours to change or cancel it yourself. To do so, use the link in the order confirmation you’ll receive by email.
If the 12 hours have expired, please contact us by email (looops). We’ll work out a solution.
Still have a question?
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