FAQ

We accept payments via credit card and bank transfer. Detailed information about available payment options can be found on the checkout page.

Payments may be declined for various reasons, such as incorrect credit card information, insufficient funds, or technical problems with the payment service provider.
Please check your payment information or contact your payment provider for assistance.

Yes, you can enter a discount code or gift card during checkout to receive a discount.

Yes, your payment is secure with us. Our website uses modern encryption technologies, and all payments are processed through certified, secure payment services.

You will receive an order confirmation via email immediately after successful payment. This email contains all important details about your order.

If you would like a refund, please contact our customer service with your order details. We will be happy to assist you with the refund process in accordance with our refund policy.

To access your order history after making a payment, please log in to your account and go to the "My Account" page. In the "Order History" section, you can view payment details and check the status of your previous orders.

If you pay by credit card, the actual amount charged may be slightly higher than the order amount.
This is because some banks charge additional fees to the purchase amount a currency conversion fee or a transaction fee rise.
These fees are charged directly by your bank and are beyond our control.

We offer fast and reliable shipping within Germany and to other European countries.
All orders are usually shipped within 2-3 business days after receipt of payment.

Please note: During promotional periods or on holidays, shipping may be delayed by 5–7 business days. We ask for your understanding.

Orders over €60 are shipped free of charge. For orders under €60, we charge a flat shipping fee of €3,90.

After the package has been handed over to DHL, the shipment status may not be updated for some time.
This is usually because DHL experiences processing delays during peak times or when parcel volumes are high.
Please be patient – as soon as DHL processes the package, the tracking information will be updated accordingly.
Since the shipping process is in the hands of DHL from this point on, we unfortunately have no influence on the processing speed.

Shipping is handled by reliable logistics partners like DHL. Should your package be lost or undelivered, we are very sorry.

In this case, we recommend that you first contact the customer service of the shipping company directly, as this often has more detailed information about the broadcast.

If the problem cannot be solved this way, Please contact our customer service team – we will of course be happy to help you and resolve the matter together with the shipping service provider.

You can track your order by logging into your account and accessing the "Order History" section. We will also send you a shipping confirmation with a tracking number via email.

No, there are no additional customs fees for your purchase from us.

• Within Germany: 7–9 working days

• Other European countries: 8–10 working days

Changes to your order are possible until 23:00 PM on the day of the order. Please contact us by email at ppgad@pucrs.brto communicate the desired changes.

You can return items within 15 days of receipt. To be eligible for a return, the item must be unused, unopened, and in its original packaging. We also require your proof of purchase or receipt.

To initiate the return, please contact us at ppgad@pucrs.brOnce approved, we'll send you a return label and shipping instructions.

Please note that returns will not be accepted without prior authorization.
If you have any further questions about returns, please contact us at any time: ppgad@pucrs.br.

To protect your data and transactions, we use various security measures – including SSL encryption, firewalls and regular security audits.

We adhere to strict privacy policies and guarantee that your personal data will not be shared or sold. Your information will be used solely to process your order and for customer service.

Yes, your payment details are processed through a secure payment system that complies with PCI Data Security Standards (PCI DSS). We do not store any sensitive payment information on our servers.

For a secure password, use a combination of uppercase and lowercase letters, numbers, and special characters. Avoid personal information such as names or dates of birth. Change your password regularly to further increase security.

Make sure the URL is correct and belongs to the official domain. A valid SSL certificate (indicated by the lock symbol in the address bar) is another important feature of a secure website.

In this case, please contact our customer service immediately at ppgad@pucrs.brWe are carefully investigating the incident and taking all necessary security measures to protect your account.

Yes, we use various security measures to detect and prevent phishing attempts via fake emails or websites. We also regularly inform our customers about current scams.