FAQ

Below you'll find a collection of frequently asked questions and their matching answers.

Checkout and order

Has my order been transmitted?

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.

Do I need to register within your shop to order products?

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.

My E-Mail address, billing adress, or shipping adress can't be used

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, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Province of China, United Arab Emirates, United Kingdom, United States

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

I've ordered during weekends, will the order be shipped on Saturdays?

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.

Payment PayPal

Which payment methods are available?

For a fast and secure payment we offer the following methods:

  • Pay with PayPal
    • PayPal-Express
    • PayPal account
    • SEPA direct debit
    • Credit card (VISA or MasterCard)
    • Purchase on account

Can I also pay with one of the PayPal payment methods if I do not have a PayPal account?

Yes, all payment options such as direct debit, credit card or invoice are available. In addition, you also benefit without an account from a well-known payment service provider and its security.

Are there any PayPal fees?

No, you won't pay any fees.

Can I pay internationally?

You can safely shop and pay worldwide with PayPal.

How does the purchase on account with PayPal work?

If you choose to purchase on account when paying, PayPal will pay us (your online merchant) immediately and you will transfer the amount to PayPal within 14 days. After receiving the item, follow the payment instructions in the email you received. You do not need a PayPal account.

The purchase on account with PayPal failed.

Please note that Paypal is an independent billing company. We have no control over your payment being rejected by PayPal. If you have repeated difficulties in buying on account, please contact the PayPal Support.

I have already paid the online merchant but still received a payment reminder from PayPal.

If you select the purchase on account when paying, you must transfer the amount to PayPal, not to us. When you purchased the item, PayPal has already paid us. If you paid us, we (your online retailer) were paid twice and the payment to PayPal is pending. If this is the case, inform us immediately, we are happy to help.

I didn't recieved the ordered products, but got an payment reminder from PayPal.

Please contact your support and we'll assist further and inform you about the specific delivery status.

I have returned the item I purchased by purchase on account, but still receive payment reminders from PayPal.

When you have made the payment and returned the item and the goods have already been received in our warehouse, you will receive the amount back automatically. If not, please let us know immediately, we will be glad to help.

If you have not made the payment yet, we must first confirm to PayPal that we have received the returned item so that PayPal can cancel this purchase and stop the payment reminders.

I didn't recieved an invoice, although I've chosen to purchase on invoice.

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

PayPal cancels the payment process, who should I contact?

If the order can not be completed because your payment process is aborted via PayPal, please contact PayPal Customer Support. The following website will help you PayPal Support

Shipping and delivery

Shipping charges

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

Do you have an minium order value?

No.

How long does the delivery take?

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.

Is it possible to track the delivery?

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).

How do we deliver?

Your delivery is processed by DHL (Deutsche Post AG)

Transport damage

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.

The shipment is damaged or incorrect.

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.

Alternative shipping address

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

Product Availability

Will ordered products always be delivered?

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

Is it possible that products become available again?

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

Will the re-availablity of products be announced within the shop?

No, please contact our support regarding this issue.

Are deliveries automaticly splittet in partial deliveries?

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

Cancellation and return

How long can I return products?

Consumers have a 14-day cancellation right.

Return shipments with return label (within Germany)

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).

Return shipments without return label / Return shipments from foreign countries

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.

Which shipping adress do I use on returns?

abcpremium GmbH
Zentrallager
Senefelder Str. 14
69181 Leimen
Germany

If your have further questions please contact our support via mail [email protected] or call us at +49 6221 32 16 710.