FAQ

General

Why does Intersellers GmbH appear in the Legal Notice?

This shop is operated by Intersellers. Intersellers also handles the purchase process for the partner and acts as a contractual partner to the customer.

Who am I actually buying from now?

From a purely legal point of view, you buy from Intersellers. The Intersellers GmbH will also always be listed as a contractual partner on all documents and emails that you receive during the purchase process, such as the invoice.

Who do I get the items from?

The dispatch is taken over for the partner by Intersellers. Intersellers sends the articles from its own warehouse near Munich.

Why can't I find the partner's contact details on the site?

The shop is operated by Intersellers. Intersellers is responsible for all content and is therefore also in the Legal Notice. If you want to contact the partner directly, you are welcome to send us a message using the contact form and we will forward it.

Order

Do I have to register for an order?

No, you can also order as a guest.

Is there a minimum order quantity or a minimum order value?

Yes, all information about this can be found under Shipping and Payment at the bottom of the page.

Will I receive an order confirmation after completing the purchase?

Yes, you will receive a confirmation by email immediately after placing your order. If this does not happen, please contact our customer service.

How can I change or cancel my order afterwards?

Unfortunately, it is no longer possible to change an order at a later date. Orders are automatically processed by our system immediately after payment processing has been completed and passed on to our warehouse for processing via interfaces. If you have inadvertently ordered the wrong item, we may still be able to cancel the order if the package has not yet been processed in shipping. Please contact our support as soon as possible.

Payment

Which payment methods can I choose?

We offer the following payment methods: PayPal, payment by invoice, payment by instant transfer, payment by credit card via Stripe.

How can I redeem discount or voucher codes?

In order to be able to redeem a voucher code, there must be at least one item in the shopping cart. There you will find the "Redeem voucher" area below the items you have ordered. Then copy the code into the field provided and confirm it. If the code is valid, the corresponding amount will be automatically deducted from your shopping cart.

Can I redeem multiple vouchers at the same time?

Unfortunately this is not possible. Only one voucher code can be redeemed per order.

Can I redeem a voucher code later?

Unfortunately, no. Unfortunately, it is no longer possible to redeem vouchers after completing an order. Of course, you can redeem your valid voucher code for your next order.

Shipping and delivery

Are there shipping costs and how much are they?

Depending on the order value, shipping costs may apply, which may differ based on the order value and the country of delivery. For detailed information on shipping costs and countries, see the Shipping and Payment page at the bottom of the page.

How can I track my delivery?

As soon as your package has been dispatched, you will receive an automatic dispatch confirmation by email. This usually also contains a tracking number with which you can track the status of your package. If this is not included, please contact our support, we will be happy to find out about it for you.

What do I do if my tracking number is not working?

Please note that it can take a few hours for the tracking to update. As a rule, the number works from 8 p.m. on the day of dispatch. Sometimes, however, it can take up to 8 p.m. on the next working day to see the shipping status. If you still cannot track your parcel, please contact our support.

When will my order be shipped?

Your order will be transferred to our warehouse immediately after payment processing has been completed. If all items from your order are available, the shipment will be processed immediately and prepared for dispatch (Monday to Friday). As soon as the shipment has been handed over to the logistics service provider, you will receive an email with a tracking number.

Which transport company will my package be delivered with?

Depending on the country of dispatch, we send our packages either with DHL or UPS. We always send shipments to Germany with DHL.

Is it possible to change the delivery address?

If you want to change the delivery address after you have placed your order, please contact our support team as soon as possible. The subsequent change to the delivery address of an existing order is only possible if the goods have not yet left our warehouse. If the order has already been processed in shipping, we can unfortunately no longer change it. If necessary, you still have the option to adjust the delivery directly in the logistics service provider's portal.

Returns and Refunds

How long is my right of return?

The right of return is 14 days. All further details can be found in our terms and conditions.

How can I return a shipment that has already been delivered and how does the return work?

If you want to return items, you must first declare your cancellation in due time. See our cancellation policy. After you have declared your revocation, you have 14 days to return the goods. Make sure that the goods are sent back to the correct address. You can also find the return address on the delivery note in the package.

Do I have to pay the costs for the return?

Yes. Unfortunately we cannot offer free returns at this time.

How long does it take to process my return?

As a rule, your return will be processed within 2 to 4 working days.

 How is the refund made?

For the repayment, we usually use the same means of payment that you used for the original transaction. After your return has been processed, we will refund your money the same way you paid. Please note that it may take a few days for us to process your refund before you can see the credit in your account.

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