Support

Order confirmation by email:

Right after placing your order, you will automatically receive an email with the order confirmation, which confirms receipt of the order.

Tracking number:

Once your package has been processed, you will receive another email with
your personal tracking number, which you can use to track your package online
can track.

Tracking number update time:

Please note that updating the tracking number can take several hours.
It is only updated once the post office
scans your package. Therefore, for smaller packages, it may temporarily not yet be found.

Despite Priority, the package does not arrive

Shipping with Priority usually takes place within one business day. However, depending on the time of year (e.g. Christmas, Black Friday), delivery times may be longer. If your package has not arrived after 4 days, you should contact us.

Note on delays and losses:

It can happen that there are delays or even losses at the post office. If your tracking number has not been updated within 3 days, we ask that you contact the post office directly to inquire about the
current status of your package.

Didn’t receive an invoice?

It can happen that the email with the invoice ends up in your spam folder by mistake.
Please check this folder if you cannot find the invoice in your main inbox.

Credit check:

Switch to prepayment:

If the credit check is negative, the payment method is automatically changed to prepayment – for a smooth process.

Order release / payment deadline

Your order will only be released once the payment has been posted. You usually have 3 days to pay the invoice.

Posting process:

Posting can take several days, which may lead to short waiting times.

• Ask neighbors:

First check whether a neighbor may have accepted your package
.

• Contact the postal service and request an investigation:

Call the post office and ask them to confirm when and exactly where the package was delivered. It sometimes happens that a package is shown as delivered in tracking, but is actually still in the delivery vehicle
. If its whereabouts remain unclear, ask the postal service for an official investigation to clarify where the package is.

• Further measures:

If the package still cannot be found, report the incident to your
household contents insurance and consider filing a report against unknown persons with the
police.

• Important note:

Once the package has been handed over to the post office and the delivery process
is complete, unfortunately we no longer receive any further information about it –
at this stage we can no longer intervene.

Contact:

Please contact our customer service immediately and send a brief
description of the defect as well as photos.

Options:

We offer a replacement shipment or a refund (for products no longer available, a refund).

Return:

If necessary, use our prepaid return label and send back the product, accessories, and original packaging.

Deadlines:

Please report the defect ideally within a few days of receipt.

Unauthorized orders:

If someone placed an order in your name without your knowledge, we recommend that you immediately file a report with the
police against unknown persons.

Data protection-related restrictions:

Due to strict data protection regulations, we unfortunately cannot provide you with
detailed information about the affected orders or the
suspected perpetrator.

Police investigation:

With the appropriate order, the police have the option to request all
relevant information directly from us in order to investigate the incident
.

Further action:

We ask you to clarify the matter directly with the police so that the
fraud case can be handled as quickly as possible and your rights preserved.

Legal framework and internal guidelines:

We strictly comply with all applicable legal provisions and
internal guidelines relating to sales. For this reason, we classify
orders that were clearly placed by minors as
unauthorized transactions.

Account suspension:

If orders are placed by minors, we reserve the right to temporarily suspend the affected customer account. This measure serves to protect consumers and ensure compliance with our internal policies.

Return of original packaging products:

In the case of an order placed by minors, we accept the return of
products in their original packaging and unopened. After receipt and inspection
of the products, the amount will be refunded. For a
refund, please include a note and write down your name and the reason
.

Address:

Headshop GmbH
Buechstrasse 35
8645 Jona