Important information about COVID-19 and the current weather situation
Can I still order from the shop?
Yes, of course you can order from us. We are still here for you online and will deliver your order as quickly as possible.
However, we recommend that you select a drop-off location for your order at DHL and have the packages left there to minimize the risk of infection.
What is the status of my return?
If you have sent something back to us and you have not yet received any feedback from us regarding your return, we are sorry.
Unfortunately, there are currently small delays in processing your return. You may have to wait a little longer than usual for your refund or replacement delivery.
Is there an extended return period?
Due to the current situation, we have decided to temporarily increase the return period from 14 days to 30 days.
If, despite the extended return period, you are unable to submit your return within the specified period, we will find a solution together. Since we always act in the interests of our customers, please feel free to contact our customer service department about this issue.
How long does the delivery take?
We try to hand over all deliverable items to DHL within 24 hours. However, due to the current situation, this does not always work and there may be small delays.
With retail stores closed, a record number of packages are on the way, which can lead to delays even if we have handed the packages over to the post office on time.
The German Post and DHL are also currently experiencing a very high volume of deliveries, which means that delivery times are being extended somewhat.
If your order does not arrive within the specified delivery window, please be patient. Please contact us if your delivery is already 1 or 2 weeks late.
How do we protect our employees and our products?
We are trying everything to prevent the spread of the corona virus and to protect our employees from infection.
The majority of our employees have already switched from the office at headquarters to working from home. Our colleagues in logistics are now working with face masks and as far apart as possible, spread across several halls at 2 locations. Due to shift work, the full staff is not always on site.
There are signs indicating hygiene regulations at every entrance and exit and sufficient disinfectants are available.
Will my order arrive later than usual due to the current weather conditions?
We continue to try to hand over all deliverable items to DHL within 24 hours. However, due to the current weather conditions, there may be delays in delivery.
In bad weather conditions (storms, black ice, heavy snowfall) it may happen that a driving ban is imposed on trucks or that a truck cannot reach the recipient's region for other reasons.
Because transport chains for parcel services are interconnected like train schedules, it is possible that your delivery arrives too late at an intermediate station and misses a connecting truck for onward transport.
Unfortunately, you currently have to expect a delay in delivery.
Any further questions?
If you have any further questions, please contact our customer service. Please understand that due to the high volume of service, we may need a little more time than usual to respond.
Game on and stay healthy!
Your yvolve shop crew