FAQ

FAQ – Frequently Asked Questions

1. I placed an order but didn’t receive a confirmation email.
Don’t worry! Sometimes the confirmation email ends up in your spam or junk folder. Please check there first. If you still can’t find it, contact our customer service and provide your order number or the full name used when placing the order.

2. Can I track and manage my parcel after shipping?
Yes! You can track and manage your delivery via the FedEx Delivery Manager:

Get instant delivery notifications
Redirect packages for free when you’re not home
Authorize someone else to pick up your package
Sign for deliveries remotely
Save delivery instructions for your driver
Place a vacation hold on packages
Respond to FedEx door tags online
View picture proof of delivery
Request a specific delivery date and time
Change your delivery address

FedEx Hotline: 1-800-GoFedEx (1-800-463-3339) — Contact FedEx Support

3. Do you offer discount codes?
Currently, we’re not offering any discount codes. Please note that codes from third-party websites are not valid unless officially issued by us.

4. What shipping methods do you offer?
We ship exclusively via:

FedEx Priority Express

5. I haven’t received a shipping confirmation email.
Some items may require 2–5 business days to process before shipping, as we occasionally need to restock from our main warehouse. Please allow this timeframe and remember to check your spam or junk folder.

6. My tracking link isn’t updating!
Don’t worry — it can take up to 24 hours for tracking information to be activated by the shipping provider.

7. How do I contact courier services?
FedEx Hotline: 1-800-GoFedEx (1-800-463-3339) — Contact FedEx

8. Where are you based? Do you have a physical store?
We are based in Germany, Europe, and all orders are shipped directly from there. Yes, we have a physical store located in Heidelberg, Germany.

9. Do you ship internationally?
Absolutely! We ship worldwide, and all international orders are sent via Express Shipping. For a list of supported countries, please check our shipping section.

10. Do I have to pay taxes or customs fees?

For orders below 1,000 AUD, we handle the GST directly — you purchase your items including 10% GST, and we remit the tax on your behalf.
For orders above 1,000 AUD, the same process as described above applies, and FedEx will contact you if any additional duties or taxes are required. In this Ccase: our prices are typically 12% or even much lower than AU-based competitors, which usually offsets any additional costs completely. The package will be delivered via express, and FedEx will contact you after delivery regarding any applicable taxes. You do not need to go anywhere yourself.

If you find AU-based supplier offering a better price, send us the product link — we’ll gladly review it! While we can’t promise a price match, we’ll always ensure you’re getting the best possible value.

All international orders are sent via Fedex Priority Express Shipping. After shipping, delivery takes 48–96 hours.The processing in such cases is handled digitally via FedEx.

11. Can I return a product?
Yes! You may return products within 60 days of delivery if they are in new, unused condition for a refund or exchange. For exchanges, please specify the desired size or color. Please note: International customers cover return shipping costs.

Return Address:
P O H L Handels GmbH
Altrottstr. 42
69190 Walldorf
Germany

11.1. How long does it take to process returns?
Refunds and exchanges are processed within 24 hours of receiving your returned item.

12. Do products come with a warranty?
Yes! All our products include a 2-year manufacturer’s warranty. If your item is defective, contact our customer service and we’ll assist you right away.

13. What currency are payments processed in?
All transactions are processed in USD.

14. Can I cancel my order?
If you wish to change or cancel your order, please contact us within 12 hours. Once the packing and shipping process begins, cancellations are no longer possible.