Support
Frequently Asked Questions
Where is my package?
Order confirmation via email:
Immediately after your order, you will automatically receive an email with the order confirmation, which confirms the 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.
Tracking number update duration:
Please note that updating the tracking number may take several hours.
The tracking data will only be updated once the postal service scans
your package. Therefore, it may happen that the tracking number is temporarily not found for smaller packages.
Package not arriving despite Priority shipping
Shipping with Priority usually occurs within one business day. However, depending on the time (e.g., Christmas, Black Friday), there may be increased delivery times. If your package has not arrived after 4 days, please contact us.
Note on delays and losses:
It may happen that there are delays or even losses with the postal service. If your tracking number does not update within 3 days, we ask you to contact the postal service directly to inquire about the
current status of your package.
Did not receive an invoice? Information on purchase by invoice
Did not receive an invoice?
It may happen that the email with the invoice mistakenly ends up in
your spam folder. Please check this folder if you do not find the
invoice in your main inbox.
Credit check:
When purchasing by invoice, we check in the background through our cooperation partner whether you are financially reliable and able to pay.
Switch to prepayment:
If the credit check is negative, it will automatically switch to prepayment – for a smooth process.
Order release / Payment deadline
Your order will only be released once the payment has been posted. You generally have 3 days to settle the invoice.
Posting process:
The posting may take several days, which can lead to short waiting times.
Package marked as delivered, but not received?
Ask neighbors:
First, check if a neighbor may have received your package.
Contact postal service and request investigation:
Call the postal service and ask for confirmation of when and where exactly the package was delivered. It happens that a package is marked as delivered according to tracking, but is actually still in the delivery vehicle.
If the whereabouts are unclear, please ask the postal service for an official investigation to clarify the whereabouts of the package.
Further actions:
If the package remains untraceable, report the incident to your household insurance and consider filing a report against unknown persons with the
police.
Important note:
Once the package has been handed over to the postal service and the delivery process
is completed, we unfortunately do not receive any further information about it –
at this stage, we can no longer intervene.
Defective product – Procedure
Contact:
Contact our customer service immediately and send a brief
description of the defect along with photos.
Options:
We offer replacement delivery or refund (for products that are no longer available, a refund).
Return:
If applicable, 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.
Fraud case – Important notes
Unauthorized orders:
If someone has 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 a corresponding order, the police have the option to request all
relevant information directly from us to clarify the incident.
Further action:
We ask you to clarify the matter directly with the police to process the
fraud case as quickly as possible and to protect your rights.
Orders by minors – Detailed notes and measures
Legal framework and internal guidelines:
We strictly adhere to all applicable legal provisions and
internal guidelines regarding sales. For this reason, we consider
orders that are clearly made by minors
as impermissible transactions.
Account suspension:
If orders are placed by minors, we reserve the right to temporarily suspend the relevant customer account. This measure is intended to protect consumers and ensure compliance with our internal guidelines.
Return of original packaged products:
In the case of an order by minors, we accept returns of
originally packaged and unopened products. After receiving and checking
the products, the amount will be refunded. For a
refund, we ask that you include a note with your name and reason
for the return.
Address:
Headshop GmbH
Buechstrasse 35
8645 Jona