Current status of your order
When will the delivery take place?
Your order will be delivered by DHL or UPS within 2-4 working days if the goods are available.
For deliveries by the forwarding agency, the delivery time is approx. 4-8 working days. Delivery may be delayed by one working day if there is a Sunday or public holiday between the order and delivery. In the case of shipping by a forwarding agent, delivery will be made to the kerbside. Unfortunately, the driver cannot transport the goods to your home.
My delivery is incomplete!
Does your order include several parts/packages, but unfortunately you only received one part of the delivery at first? Well, read on.
It can happen that packages, even though they have been handed over to the goods dispatch department together, are not delivered together by the shipping service provider. This can be the case with home cinema systems, stereo speakers and systems as well as soundbars because there might be packed separately. The other packages in the delivery will usually be delivered to you in the following days.
You can check the delivery status of the individual parcels via the link in our shipping confirmation email. If one of the packages is still in delivery status, please wait another 1-2 days before contacting us. Normally, you will receive the missing packages automatically within this period.
I have a notification in my letterbox. Why didn't the delivery person ring the bell?
The parcel can only be delivered to you when you are at home. If you received a notification in your post that means you weren't there when the deliverman was there. However, if you believe that not the case please contact the delivering company:
I would like to change the delivery date/address
We transfer your order with a fixed shipping destination to our shipping service provider. In this status, it is no longer possible for us to change the shipping address.
Whether you can still change the address after dispatch is up to the individual service provider, please contact the relevant shipping company for this.
You will receive corresponding shipping information by e-mail from the time of dispatch. There is also the possibility of contacting the respective shipping company.
In the case of forwarding agency deliveries, you will receive separate information by e-mail or telephone to arrange an appointment. Please clarify your wish for an alternative shipping address directly with the forwarding agency.
Please note that an alternative delivery address is generally excluded for instalment and invoice purchases.
Will the forwarding agent bring the delivery to my home?
DHL and UPS offer delivery to your door.
In the case of a forward agency, delivery is made to the kerbside. Unfortunately, the driver cannot transport the goods to your home.
When will the forwarding agent make delivery?
In the case of delivery by a forwarding agent, the forwarding agent will contact you by e-mail or telephone to arrange a date directly - in certain cases, it is also possible to collect your goods directly from the forwarding agent's depot. You can arrange this directly with the forwarding company.
Please note that the forwarding agents are required to verify your identity. For example, have an identity card or other, similar documents ready that legitimise you as the person placing the order. When issuing power of attorney, please also ensure that the authorised representative can demonstrate that he or she has been personally authorised by you.
Delivery is made to the "kerbside". Unfortunately, the driver cannot transport the goods to your home.
The forwarding agent didn't show up today. Now what?
Before delivery, you will have received an e-mail from the forwarding agent. All contact details of the responsible forwarding agent are stored there. The forwarding agent will arrange a delivery date with you.
If there are individual cases of postponements or cancellations, the forwarding agent will contact you.
The forwarding agent did not contact you and did not show up? Then please contact the forwarding agent - preferably by telephone. You will find the contact details in the e-mail to make an appointment.
What do I do with the palette the forwarding agent used for my delivery?
The palette is a part of your shipment's packaging that allows your goods to be delivered to you without damage. You can keep the palette or ask the driver to take it back with him after your goods have been delivered.
The box is damaged, perhaps also the contents?
Please document the condition of the packaging upon receipt of the delivery, preferably with a photo.
If there are any irregularities in a delivery by a forwarding agent, it is essential that you have the forwarding agent confirm any damage. If in doubt, you can also refuse to accept the delivery. Please inform us then: Contact
You or perhaps a neighbour has accepted the delivery? Please check the product. Often only the box has been damaged, but your product is technically and visually in order.
However, if the device has visual and/or technical defects, please contact our customer service immediately: Contact
The contents of the package are damaged although the package appears to be OK.
This is very annoying, although the box seems to be undamaged, does your product have visible optical or technical damage?
Please send us an e-mail with photos of the damage and, if applicable, the packaging: Contact
We usually exchange the product, but we are also happy to find an individual solution together!
I have the tracking number - but there is no status yet?
In individual cases, the tracking number may not yet be stored in the parcel service provider's system. Especially during holidays when the amount of deliveries could increase, it can take some time to register it in the systems of the shipping companies. Please be patient and try again later.
For deliveries abroad, under certain conditions, the shipment can only be tracked once it has arrived in the country of delivery and has been processed further (customs clearance, if applicable). Please be patient in these cases, as the processing time is unfortunately beyond our control.