【logistics】
1. How can I check if my order has been shipped? (Order Status)
Do not worry, usually the order will be sent within 1-3 days and you will receive a logistics notification after delivery
2. How can I check the status of my package? (Logistics Query)
You can enter your logistics tracking number in the following URL for query: https://www.17track.net/en
3. Is the order shipping free of charge? How much is the postage?
If the order value exceeds 59 euros, you can benefit from free shipping. If the order value is less than 59 euros, the shipping costs will be calculated depending on the country. Please check the shipping rules: https://www.seekheart.eu /Blogs/news/shipping terms
4. Can it be delivered to the parcel station?
Address in Germany: We can deliver to the DHL parcel station for you, you need to tell us the full address information of the parcel station: postal number + packing station + packing station number
Addresses in other countries: We can deliver to GLS parcel shops. Please enter the address of the GLS parcel shop you wish to deliver as well as the recipient information
5. Which express shipping do you use?
Normally we ship by DHL, if necessary, you can also choose a GLS delivery package
6. Where do you ship from?
-We have warehouses in Germany and France and select different warehouses for delivery of parcels depending on the distance
7. How long are the delivery times and the shipping deadline?
German address: 1-3 working days; other European countries approx. 3-5 workdays
8. Can I change my address?
The address cannot be changed after the order has been shipped. If the order has not been shipped, please provide us with the correct and complete address information. We will change the address for you as soon as possible during business hours
9. Is it neutral packaging and discreet packaging?
Please rest assured that all our products will be shipped in neutral and protected packaging and others will not be able to see the products you purchased from the outer packaging
【Payment 】
1. Do you support cash on delivery?
Unfortunately, we do not currently support delivery by cash on delivery. We will continue to optimize the payment method and try to meet your needs
The payment methods we currently support are: Paypal, Klarna and Credit Card
2. What should I do if the payment fails?
Can you tell us the screenshot of your payment error or the prompt message you received?
3. Can I pay in installments?
We support the installment payment, you can choose Klarna when paying and make an installment payment.
The payment methods we currently support are: Paypal, Klarna and Credit Card
【Cancel order】
If the order has already been shipped, it cannot be canceled for you
If you are sure that you wish to cancel, please refuse the package when the package arrives and wait for the package to be returned in the warehouse. Then I will refund the product or exchange it
【Product problem】
1. I am not satisfied with the product, how can I return it?
Can you tell us the reason why you are not satisfied with the product at all? Do not worry, we will offer you a solution once we understand the cause.
2. How long is the product warranty time?
You have 90 days right of return and exchange, provided that the product packaging is not punched and the product is not used
3. Can I exchange the product if it is damaged?
If the product is defective during the warranty period, you can contact us for replacement compensation
4. My product is damaged, please repair it
Can you tell us what's wrong with the product? Is it possible to send us a video of the defective product? Do not worry, we will solve the problem for you as soon as possible
