FAQ
FAQ – Frequently Asked Questions
Ordering & Personalization
How does personalization work?
On the product page, you enter your desired text or name. Please check your information carefully, as personalized products are made exactly according to your specifications.
Will I receive a preview or a design for approval before production begins?
No. We do not send a design preview before production. A preview is only provided if this has been explicitly discussed with you beforehand.
What happens if I type everything in capital letters, but the design displays mixed case?
Our products are based on the design style shown. If the design specifies a particular capitalization style, for example, we will adjust your input accordingly – unless you explicitly request a different spelling.
How is the decision made when text can be split across multiple lines or highlighted differently?
If there is room for design flexibility (e.g., line breaks, font sizes, or highlighting), we will implement the design according to our design judgment in the way that looks best – unless you specify concrete requirements.
Do you check my spelling or correct my mistakes?
No. We will use your text exactly as you enter it. Please check your entries carefully, as we do not make any content corrections.
Can I change my order afterwards?
Changes are only possible as long as production has not yet started. Therefore, please contact us as soon as possible.
payment
Which payment methods are accepted?
We offer secure and convenient payment options such as credit card, Klarna, and other common payment methods. Payment by bank transfer is also possible after prior arrangement.
When will production of my order begin?
Production of personalized items only begins after payment has been received.
production
How long does production take?
The production time is usually 1–3 working days.
Shipping & Delivery
Which shipping provider is used?
Shipping is handled by DHL.
How long does delivery take?
Within Germany, the delivery time is usually 1-4 working days after dispatch.
Delivery to other countries usually takes 7–14 working days.
Which countries do you deliver to?
We deliver to Germany, Austria, the Netherlands, Belgium, Denmark and Luxembourg.
Will I receive shipment tracking information?
Yes. All orders are shipped with tracking. You will automatically receive the tracking information by email as soon as your package has been shipped.
What happens if my package cannot be delivered?
If delivery fails due to an incorrect address, failure to collect the package, or similar reasons, the order can be reshipped. We charge a reshipping fee of €4.90 for this.
Returns & Complaints
Can I return personalized products?
Yes. You can return items within 14 days of receipt.
Who pays for the return shipping?
If the reason for the return is due to an error on our part (e.g. wrong product or production defect), we will cover the return shipping costs.
In all other cases, the customer bears the costs of the return shipment.
What do I do if my product arrives damaged?
Please send us photos of the damaged item and packaging as soon as possible. We will find a suitable solution.
contact
How can I contact you?
You can find our contact details in the legal notice. You can contact us anytime by email – we're happy to help.