Do you have a question?

Then let us help you!

Shipping & Delivery

How long does shipping take?

As a small startup, we are thrilled by the enormous support and the large number of orders we receive daily. Our team is currently working at full capacity to ensure your order reaches you as quickly as possible.

Your delivery usually arrives within 5–10 business days. Often, your package will arrive even sooner.

Should there be any delays, we will, of course, inform you promptly by email.

If your package has not arrived after the specified delivery time, please contact us at support@fellflaire.de or via our contact form so we can check this for you.

Which shipping service will my order be sent with?


We usually ship your package with DHL.

What happens if I'm not home?


If you are not at home, the parcel service will leave you a notification and you can pick up your parcel at the nearest branch or they will attempt another delivery on the next working day.

Do you also deliver to Austria or Switzerland?


Currently, we only deliver within Germany.
If you are interested in ordering to Austria or Switzerland, please let us know via our contact form or at support@fellflaire.de. We will then gladly look into expanding our shipping area.

What can I do if I entered a wrong address?


Please contact us as soon as possible at support@fellflaire.de or via our contact form so we can still change the address!

If your order has not yet been processed, we can still change the address. However, if your order is already being processed, we unfortunately have no way to change or cancel it.

If the package cannot be delivered due to incorrect information, it will be stored for a certain period by the shipping service provider or in a local depot, while they try to contact the recipient to clarify the address. In this case, we ask you to contact the shipping service provider, as our hands are unfortunately tied, and a refund on our part is excluded.

Can I still change or cancel my order?


Please contact us as soon as possible at support@fellflaire.de or via our contact form so that we can still change or cancel the address!

If your order has not yet been processed, we can still make changes to or cancel your order.

However, if your order is already being processed, we unfortunately no longer have the option to change or cancel the order.

In this case, please contact us again after receiving the order at support@fellflaire.de or via our contact form.

Please note: Disclaimer for refusal of acceptance.

My package hasn't arrived, what should I do?


If your package has not arrived after the specified delivery time, please contact us at support@fellflaire.de or via our contact form so we can investigate this for you.

Returns & Exchanges

How can I return my order?


As part of your right of withdrawal, you can return your items to us within 14 days of receipt.

Please note our return policy, which you can find here: Return Policy

Will I incur costs for the return?


The customer bears the cost of return shipping!
Please note that we do not provide return labels.

Can I exchange an item?


Yes, we even offer you a free exchange.
For this, you can simply send us an email to support@fellflaire.de or directly via our contact form.

I have returned my items, when will I receive my refund?


Upon receipt of your return, we will check it for completeness and any damage.

If everything is in order, we will refund the full amount within 10 business days using the payment method you previously selected.

Why 10 business days? Unfortunately, with some payment providers, this process can take up to 10 business days. We ask for your understanding in this regard.

Complaint

I have a complaint, how do I proceed?


Is your item defective or damaged?

We are very sorry to hear that, but there's no need to worry. In this case, please contact our customer support via email at support@fellflaire.de

To help you as quickly as possible, please include the following information directly in your email:

1. Your order number

2. Please send us a photo where the defect is clearly visible

3. Let us know whether you would like an exchange for the same item or a refund?

Our customer support will then contact you immediately via email! ❤️ 

Payment

What payment methods are available?


We offer the following payment methods:

  • Amex
  • Paypal
  • Apple Pay
  • Google Pay
  • Klarna Pay Later
  • Credit Card

Why can't I select my preferred payment method?


Possible reasons why a payment method is not available:

  • Shipping and billing addresses do not match. If you want to have your order delivered to a DHL Packstation, this can also exclude payment by invoice in rare cases.
  • The combination of name and address could not be found. This can be the case with typos, relocations, marriage or redomiciliation.
  • There is still an outstanding amount for another order – which sometimes simply means that a transfer has not yet been credited to our account or a return has not yet been posted.

What can I do if my payment method is not available?

Check if there are any outstanding orders and settle them. If your shipping and billing addresses do not match, you can adjust them before completing the order.

Please understand that our customer service cannot enable a payment option for you if it is not offered to you.

Likewise, our service staff cannot see why you cannot order with your preferred payment method. Here, too, the protection of your data takes precedence for us.

General Information

Any more questions?


Send us an email to support@fellflaire.de or contact us using the contact form - We're happy to help you!

How do I reach customer service?


You can reach our customer service 👨‍💻👩‍💻 from Monday to Friday from 8:00 AM - 6:00 PM via our contact form or write us an email at support@fellflaire.de

As good and reliable customer service is our top priority, we strive to answer your email within 24 hours on weekdays.

Should it take a little longer, we apologize for any inconvenience. All inquiries are answered in chronological order, so we ask you to refrain from sending multiple messages via other contact options, as this can unfortunately lead to delays.

We assure you that we will respond to every request reliably, conscientiously, and as quickly as possible! ❤️