Most frequently asked questions
Please check our FAQ for the answer to your question before contacting us.
Shipping within Germany is free of charge. Return shipping within Germany is also free of charge. A return label is enclosed with every shipment.
You can find out more about the shipping costs in the Gemini-Shop here.
On the evening of the day of dispatch, you will receive a dispatch confirmation by e-mail with a DHL tracking link and the tracking number of your parcel. You can track your shipment at any time by clicking on the link or entering the tracking number on the DHL website.
When you hand in your return at the DHL Parcel Shop, please keep the return receipt until we have confirmed receipt of the return. You can use the consignment number to track the current location of your return. As soon as your return has arrived in our returns department, you will receive an e-mail notification.
As soon as we have received and checked your return, we will issue a credit note for accepted returns and refund the purchase price within 14 days via the payment method you used to pay for your original order. We ask for your understanding that for security reasons the refund can only be made to the original account. In the case of a purchase on account, unpaid invoices/invoice items will be cancelled so that only the amount for retained items needs to be paid. Please note that if you pay by credit card, your credit card account will be credited and will only appear on your subsequent credit card statement.
You can reach our customer support by phone on 07023-7456-0 from Monday to Friday between 9.00 a.m. and 5.00 p.m. Alternatively, you can of course send us an e-mail around the clock to firstname.lastname@example.org or use our contact form.
If you would like to exchange an item, we would ask you to simply place a new order and return the unwanted/unsuitable item to us. Unfortunately, it is not possible to exchange items internally.