How do you get support quickly and easily?
You have a question and don't know where to start? No problem. We'll show you how to find the answer you need in just a few steps — without long waits, without frustration.
Our goal is to help you as quickly as possible. That's why we've built a system that's available to you around the clock. You don't have to wait for an answer. You don't have to fight your way through queues. You find your solution — directly, easily and to the point.
Step 1: Use the Customer Service Center
The first and fastest way to your answer is through our Customer Service Center. Open Help & Contact, enter a keyword about your concern there — and suitable answers are shown to you straight away.
Sounds simple? It is. And for good reason: 95% of all questions we receive every day are recurring. This means the answer to your question is very likely already available — instantly accessible, clearly worded and often even supplemented with helpful images.
The biggest advantage: you save valuable time. While others are stuck on hold, you've already found your answer and can carry on.
Here's how to proceed:
- Enter a keyword: Describe your concern briefly and precisely — for example „delivery“, „invoice“ or „return“.
- Browse the answers: Take your time to look through the results shown. You'll often find exactly what you need there.
- Use images: Many of our help texts are supplemented with illustrative images. This makes it even easier to follow the steps.
Give it a try — you'll be surprised how quickly you find what you're looking for.
Step 2: Contact us directly
Sometimes a question is too specific for a general answer. We understand that. If you don't find a suitable solution in the Customer Service Center, that's no problem — then simply get in touch with us directly.
After your search in step 1, a button appears saying „None of these was helpful – I'd like to contact you“. One click on it, and you can describe your concern to us directly.
This has several advantages:
- More precision: You can describe your concern in detail — just as it comes to mind.
- No time pressure: You write at your own pace, whenever it suits you — completely stress-free.
Our customer service team is there for you during the stated support hours and gets back to you as quickly as possible.
Tip: display all help texts & help videos
Still unsure whether you've found the right answer? Use the option to display all available help texts & help videos. This gives you a complete overview of all the topics we've already documented — from common questions about orders to more specific topics.
This is particularly worthwhile if you don't yet know your exact search term or simply want to browse.
Why no telephone hotline?
Maybe you're thinking: „Can't I just call?“ Understandable. But let's be honest — who has ever enjoyed the „only three customers ahead of you“ experience?
Telephone hotlines sound like a quick solution. In practice, however, they often mean long waits, repetitive menus and, in the end, perhaps no satisfactory answer after all. On top of that: images can't be sent over the phone. Yet for technical concerns or problems with a delivery, a photo can be crucial.
The route via our Customer Service Center is demonstrably the faster and less stressful way. You save yourself queues, get clear answers — and if necessary, our team helps you directly by message.
Summary: your route to support at a glance
So that you always know how to get help fastest, here's the overview again:
- Open the Customer Service Center and enter a keyword — 95% of all questions find their answer here, instantly and without waiting.
- Didn't find a suitable answer? Click „None of these was helpful – I'd like to contact you“ and write to us directly.
- Optional: Display all help texts to get the complete overview. (Button here)
Whatever your concern — with these steps you'll find your answer quickly and easily. Open the Customer Service Center now and get started.
