FAQ

After sending an order, you'll automaticly receive an order confirmation. In case you don't receive an confirmation, your mail adress could be incorrect or the confirmation get's placed in your spam folder. If the confirmation can't be found in your spam folder, please contact our customer service on +49 6221 32 16 710.

No, if you go through the checkout, you'll get three options provided: Login, register, and guest. As a guest, you don't need to register / have an account within the shop to order our products. However having an account within the shop offers many advantages: You can check the order status within your account. Also you can create a wishlist and use member discount (if available). More features will be available in the future.

Please make sure you provided all necessary informations (marked with an asterisk*) properly. Our system identifies all known cities, house numbers, and streets. Even if they're recently created. Please make sure your email address is correct and matches the pattern [email protected] . In any case, the email address you provided will be accepted. If not, you may mistyped your email address.

The following countries are available: Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Chile, China, Colombia, Croatia, Cyprus, Czechia, Denmark, Finland, France, Germany, Greece, Hong Kong SAR China, Hungary, India, Ireland, Israel, Italy, Japan, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Romania, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Province of China, Turkey, United Arab Emirates, United Kingdom, United States

If you're still unable to continue your order, please contact our support.

We only ship during business days (Monday to Friday, 8 a.m. till 5 p.m.). Orders placed during weekends will be processed on Monday.

Your delivery contains the requested invoice. If the invoice is missing, please contact your support.

Futher information about shipping and delivery can be found here.

Notice on custom fees:
Shipping to foreign countries can be subject to import and custom fees, if the delivery reaches the designated country. If that's the case you have to bear the emerging duties and import VAT

No.

Deliveries withing Germany usually take 3-4 business days, if all products you ordered are available. Personalized products are excluded from this statement. The delivery of these products usually take 14 business days. If your order isn't delivered within seven business days, please contact our support.

Of course. If your order is shipped, you'll recieve an shipping confirmation via email. This mail contains a link with the specific tracking number, which is activated one hour after we handed in your package. Once you received the link, you can track your package anytime.

If you already have a customer account, you can also check the progress of your order (as long as it isn't shipped yet).

Your delivery is processed by DHL (Deutsche Post AG)

If the delivery or the package is damaged or re-packed, please refuse the acceptance of the delivery. If your shippment is damaged though a undamaged package, please procceed to the next answer.

If we made a mistake and you got an incorrect delivery or have any other reasons for complaining please contact us (within 3 business days) via [email protected] or call us at +49 6221 32 16 710. You'll recieve a DHL return label, which lets you return your good free of charge. The correct and/ or new goods will be shipped to you immediately.

The use of an alternative shipping or billing address is possible.

Ordering discontinued products and simultaneous order, may result in shortages. If this happens, we'll automaticly inform you via email.

Yes, if the product is returned by other customers or produced again.

No, please contact our support regarding this issue.

No. In case the re-supply of some ordered products delays, dividing the delivery is entitled.

Consumers have a 14-day cancellation right.

On return, please ask for the return label via mail at ([email protected]). We will refund you the purchase price using the same means of payment that you used in the original transaction. Please use our provided return labels for your return shipment. In case you don't have access to the provided return label please procceed to the next question.

Delivery charges: The customer bears the direct costs of returning the goods. A refund of delivery charges will only be made in case of incorrect delivery, damaged goods or other complaints (after consulation with our support).

Please return the shipment after consultation with our support via [email protected], containing a copy of the invoice. We will refund you the purchase price using the same means of payment that you used in the original transaction. We ask you to send us the return with sufficient postage and insured. Return without sufficient postage will not be accepted.

abcpremium GmbH
Zentrallager
Senefelder Str. 14
69181 Leimen
Germany