Frequently Asked Questions (FAQs)
In our FAQs, you will find answers to the most important questions regarding ordering, shipping, payment, and much more. We want your shopping experience with us to be as simple and transparent as possible, which is why we have compiled all relevant topics for you in a clear overview.
If your question is not answered here, our customer service team will of course be happy to assist you personally.
Order & Checkout
How can I place an order in the online shop?
How can I place an order in the online shop?
Select your desired products, add them to your shopping cart, and follow the order process. After entering your details and selecting the payment method, you can complete your order.
Do I have to create a customer account to order?
Do I have to create a customer account to order?
No, you can also place an order as a guest. However, with a customer account, you benefit from advantages such as faster checkout and access to your order history.
Can I change or cancel my order after it has been placed?
Can I change or cancel my order after it has been placed?
Please contact us as soon as possible. As long as your order has not yet been shipped, we can accommodate changes or cancellations.
Will I receive an order confirmation by email?
Will I receive an order confirmation by email?
Yes, you will automatically receive an email confirmation with all the details once your order has been completed.
How do I know if my order has been successfully completed?
How do I know if my order has been successfully completed?
After successful payment and confirmation, a confirmation page will appear in the shop and you will additionally receive an email.
Shipping & Delivery
What shipping methods do you offer?
What shipping methods do you offer?
Depending on the product size and weight, shipping is carried out via parcel service or freight forwarder. The appropriate shipping method is automatically displayed at checkout.
How long will delivery of my order take?
How long will delivery of my order take?
The delivery time depends on the individual product and the processing time. As a rule, it is 2–4 working days; for goods shipped by freight forwarder, it may be slightly longer.
How are large or fragile glass products shipped?
How are large or fragile glass products shipped?
We deliver large or fragile products securely packed via freight forwarding – with an optional scheduled delivery.
Can I specify a different delivery address?
Can I specify a different delivery address?
Yes, you can specify a different delivery address at checkout, e.g., for construction sites or company locations.
How can I track my delivery?
How can I track my delivery?
Once your order has been shipped, you will receive a shipping confirmation with a tracking link (if available).
Are there shipping costs, and at what order value is shipping free?
Are there shipping costs, and at what order value is shipping free?
Shipping costs depend on the product size and shipping method. Shipping is free of charge above a certain order value – you can see the exact terms in the shopping cart.
Order & Payment
Which payment methods are available to me?
Which payment methods are available to me?
We offer you various secure payment methods via Shopify Payments, including credit card, PayPal, Klarna, Sofort, and Apple Pay.
Is payment via Shopify Payments secure?
Is payment via Shopify Payments secure?
Yes, all payments are processed via encrypted connections (SSL) and comply with the highest security standards.
Can I pay by invoice or prepayment?
Can I pay by invoice or prepayment?
Business customers can also order by invoice upon request. Please contact us directly for this purpose.
When will my payment be debited?
When will my payment be debited?
Your payment will be debited immediately after the order is completed – depending on the payment method, the timing of the transaction may vary slightly.
Will I receive an invoice for my order?
Will I receive an invoice for my order?
Yes, you will receive your invoice automatically via email once your order has been shipped.
Discounts, promotions & tiered pricing
How can I redeem a discount code?
How can I redeem a discount code?
Enter your discount code in the designated field at checkout. The discount will be automatically deducted from the total amount.
Are there regular promotions or special offers?
Are there regular promotions or special offers?
Yes, we frequently offer limited-time promotions and discounts. Subscribe to our newsletter so you don't miss out on any offers.
What is meant by tiered pricing and how does it work?
What is meant by tiered pricing and how does it work?
Our tiered pricing automatically grants you price advantages for larger order quantities – the more you order, the lower the unit price becomes.
Are discounts automatically applied in the shopping cart?
Are discounts automatically applied in the shopping cart?
Yes, tiered pricing and automatic discounts are displayed directly in the shopping cart.
Can I combine multiple discounts?
Can I combine multiple discounts?
As a rule, multiple discounts cannot be combined. The highest applicable discount always applies.
Data Protection, Security & Technology
How do you handle my personal data?
How do you handle my personal data?
We treat your data confidentially and use it exclusively for order processing. Further information can be found in our privacy policy.
Is my payment information transmitted securely?
Is my payment information transmitted securely?
Yes, all payment information is transmitted in encrypted form and is not stored on our servers.
What can I do if I encounter technical problems during the ordering process?
What can I do if I encounter technical problems during the ordering process?
Please clear your browser cache or try using a different device. If the problem persists, please contact our customer service.
Does your shop support all common browsers and devices?
Does your shop support all common browsers and devices?
Yes, our online shop is optimized for all modern browsers and devices (desktop, tablet, smartphone).
Account & Registration
What are the benefits of having a customer account?
What are the benefits of having a customer account?
With a customer account, you can view your orders, save shipping addresses, and shop faster.
How can I register or log in?
How can I register or log in?
Click on the account icon in the navigation and follow the instructions to register or log in.
I've forgotten my password – what can I do?
I've forgotten my password – what can I do?
No problem. Click on “Forgot password?” and follow the instructions to create a new password.
How can I change my account details or address?
How can I change my account details or address?
After logging in, you can edit your details at any time in the "My Account" section.
Can I have my account deleted?
Can I have my account deleted?
Yes, of course. Please contact us via the contact form, and we will delete your account completely upon request.