Shipping & Returns
We ship all parcels with DHL. Here you can see what shipping costs in your country, how long it takes and how a return works. Answers to all other questions about your order are in our help centre.
Shipping costs and delivery times
Above a certain order value we ship free of charge. What counts is the amount after your discount code is deducted.
Worldwide zone 1: Albania, Bosnia and Herzegovina, Faroe Islands, Greenland, Iceland, Republic of Moldova, Montenegro, North Macedonia, Norway, Serbia, Ukraine.
Worldwide zone 2: Egypt, Algeria, Georgia, Israel, Lebanon, Libya, Morocco, Tunisia, Turkey.
For all other countries you will see the exact shipping costs at checkout.
The delivery time starts when we hand the parcel over to DHL. You can see how fast we are dispatching right now in the shipping status. On promotion days and before public holidays it can take a little longer.
Tracking
You get your tracking number by email as soon as we pack your parcel. It is in the email “Order is being processed”. Until DHL collects and scans the parcel, tracking shows “Shipment announced”. That is normal.
You can also have updates on your shipment sent by SMS, you switch that on at checkout. A preferred day or a drop-off place you set directly with DHL. More about that under Status of my order.
Parcel damaged or something missing?
Have a quick look at your parcel when it is delivered. If the box is visibly damaged, it is best to tell the DHL driver straight away.
If a product is broken, something is missing or it is the wrong flavour, send us a photo and your order number. We send a free replacement and take care of the claim with DHL. How that works in detail is under Wrong, missing or damaged goods.
Deliveries outside the EU
In countries outside the EU, for example Switzerland, Norway or Turkey, customs duties and import VAT can apply. Depending on the country there are further fees, for example for bank transfer or currency conversion. These costs are not included in our shipping costs and are usually due on delivery.
Returns
You can return unopened products within 30 days of receipt. Please register your return with your order number before you send it, and only send the parcel once that is done – please not postage due.
Address, process and refund are under Returns & refunds. Your statutory right of withdrawal is not affected by this, everything about it is in the right of withdrawal.
Buying on invoice with Klarna
We offer buying on invoice with our partner Klarna AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden. You get the goods first and then have 14 days to pay. You pay Klarna directly, and Klarna sends you the payment details by email.
Buying on invoice is only available for private customers in Germany. The full conditions are in the Klarna terms for purchase on invoice, and for questions the Klarna customer service will help you. All other payment methods are under Payment, invoices & discount codes.
Questions?
The best way to reach us is the contact form in the help centre, and please always give us your order number. It starts with IB and is in every email from us. We are here for you Monday to Friday and usually reply within 24 hours.
