If you are unsure whether we have received your order because you did not get a notification, it may be due to the following.... (the most common cases):
Possibility 1:
You completed the order and we sent the email and it arrived, but ended up in your spam filter (folder for unwanted advertising emails). Please check your spam filter first.
More info, here for Gmail under "Spam filter":
LINK
Possibility 2:
You completed the order and we sent the email, but a typo crept into your email address during the order. In this case the only option is to contact us.
In some cases we notice the error and can correct it: for example max.mustermann@web.der
Possibility 3:
You did NOT complete the order: In our system your cart is still marked as „open“ but was not completed.
This is always the case when the payment process was not finally completed. Depending on the payment provider, there is a button at the end saying „Order with obligation to pay“ or similar, which must be clicked to complete the process.
Please also switch off any pop-up blocker, as e.g. PayPal works with pop-ups.
I.e. after clicking "Order with obligation to pay" a pop-up from the payment provider should open, which is then suppressed.
Please switch off the pop-up blocker and go to the cart again.
For customers with iPhone and iPad, the following pop-up blocker setting is important:
- Open "Settings".
- Go to "Safari".
- Disable the "Block Pop-ups" option
Possibility 4:
The order cannot be completed: Have all entries such as the email address (at the very top) been filled in? Missing entries are highlighted - without them you cannot continue…
Possibility 5:
In rare cases the PayPal server may be overloaded. Try again after 10 minutes.
Possibility 6:
When paying with PayPal no "Order with obligation to pay" button appears. That's correct, this button does not appear here. Please click the yellow PayPal button instead!
Possibility 7:
After paying with PayPal I am redirected back to the shop and asked to enter something again and complete the order. So some entries were still missing. Please fill in the missing entries afterwards on the redirected page and complete the order.
Possibility 8:
Last but not least: it often helps to click "Refresh" once on the affected page – this resolves most other problems.
Refresh on mobile: swipe down once in the browser window.
