Question 1

What do SEPA, IBAN and BIC stand for?

Accepted Answer

SEPA stands for Single Euro Payments Area. This is the name given to the new unitary regulation for national and European payment transactions. IBAN (International Bank Account Number) is a number that replaces all national account details (such as account number and bank sort number in Germany). BIC (Business Identifier Code) is an internationally standardised bank code (similar to the bank routing code) which clearly identifies payment providers around the globe.

Question 2

How do I pay for an order with Google Pay?

Accepted Answer

Google Pay is available as a payment method for iOS and Android devices on our app and mobile webshop. You can select this payment method in the checkout area. It is accessible through all browsers and you can pay using a linked payment card. To pay using Google Pay, follow these steps:

1. Add the products you wish to purchase to your basket and proceed to checkout. Google Pay will be available as a payment method.

2. In case you have a voucher code, you can still enter this in the designated field.

3. After choosing the payment method, select "Next" and then "Order and pay now".

4. You will be redirected to Google Pay, where you can select the card you want to pay with.

5. Please check if your order details are correct, and then complete your order with Touch ID/Face ID or by entering your passcode.

6. Once you have confirmed the payment, you will be shown the confirmation page and you will receive an order confirmation email.

Please contact us if you need any help with your order or payment.

Question 3

How do I pay for an order with Apple Pay?

Accepted Answer

Apple Pay is available as a payment method for iOS devices on our app and mobile webshop. You can select this payment method in the checkout area. It is accessible through Safari and you can pay using a linked payment card. To pay using Apple Pay, follow these steps:

1. Add the products you wish to purchase to your basket and proceed to checkout. Apple Pay will be available as a payment method if your device is running on iOS.

2. In case you have a voucher code, you can still enter this in the designated field.

3. After choosing the payment method, select "Next" and then "Order and pay now".

4. You will be redirected to Apple Pay, where you can select the card you want to pay with.

5. Please check if your order details are correct, and then complete your order with Touch ID/Face ID or by entering your passcode.

6. Once you have confirmed the payment, you will be shown the confirmation page and you will receive an order confirmation email.

Please contact us if you need any help with your order or payment.

Question 4

Where is the CVC on my credit card?

Accepted Answer

The three-digit security code is located on the back of the card.

Question 5

Which payment methods are accepted?

Accepted Answer

You can choose between the following payment options: Credit card (Visa, Mastercard), PayPal, Apple Pay and Google Pay.

Question 6

Why was a payment by credit card declined?

Accepted Answer

There can be several reasons as to why a payment by credit card is declined. For instance, a typo, an invalid card, missing verification or a technical error on our website.

We are happy to offer the following alternative payment options: PayPal.

Question 7

When will my credit card be charged?

Accepted Answer

The payment process automatically reserves the bought items for you. Your credit card is only charged with the total amount of your purchases once the items are shipped.

Question 8

When and how will I receive my invoice?

Accepted Answer

You will receive an invoice by email immediately after all your ordered items have been shipped.

Question 9

Can I pay in instalments?

Accepted Answer

We do not currently offer »payment in instalments«.

Question 10

Can I place a tax-free order?

Accepted Answer

We do not offer tax-free orders.

Question 11

Can I use the name of my company for the invoice?

Accepted Answer

In general, we do not offer the option of registering a business customer account.

Question 12

Will I receive a confirmation after paying?

Accepted Answer

If you have chosen PayPal or credit card as the payment method, the order will only be completed after successfully going through the payment process. A payment confirmation will show up immediately in your browser when the whole process is complete.

Payment

Customer care

Haven't found the answer you're looking for?

Get help