FAQ : Orders
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Once you have placed an order, an email confirmation is sent to the email address you provided to create your account. If for some reasons, you did not receive this email, please check your spam/junk folders. If you still cannot find the email, it could be that your email provider refuses our emails. In this case, log into your account to check if you can see your order in your orders history. If you can't see it, something went wrong during checkout, please try again or contact us.
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To view the status of your order, log into your account and navigate to your orders.
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Once your order is shipped, you will receive a tracking number by email. By following the tracking number link, you will get more details about the expected delivery date. The tracking number can also be found in your orders.
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Firstly, follow your order tracking number link, received by email, to check the shipment progress on the carrier's website. The delivery may take longer due to poor weather conditions, customs delays, etc. In case something looks problematic on the carrier's website, please contact us.
Please note: for private and outside EU shipping addresses, the carrier will ask you to pay the import fees on delivery. If you can't be available to receive your parcel we would suggest to pay the import fees online on the carrier website to avoid delivery issues.
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In the unlikely event that the shipped products do not match with your order, we will organise the products’ replacement at the company expense.
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Please contact us. We will analyse your request and organise the products replacement if your complaint is justified.
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It is possible to cancel an order that has not been shipped by contacting us. If your order has been shipped, we accept any cancelations within 30 days from the date of delivery, prior written notice to the Company by e-mail info@edelweissdr.com. Returned products shall only be accepted for credit if they are in a readily saleable condition, unused and in the original packaging. The amount can be refunded as a credit on our online store or credited on the card used for the payment of the order.
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If your order has not been shipped, it is possible to delete or to replace items in your order with items of the same value by contacting us.
If you order has been shipped, we accept any changes within 30 days from the date of delivery, prior written notice to the Company by e-mail at info@edelweissdr.com. Returned products shall only be accepted for credit if they are in a readily saleable condition, unused and in the original packaging. The amount can be refunded as a credit on our online store or credited on the card used for the payment of the order.
If you wish to add items to your order it is not possible due to the fact that the payment has already been processed. In this case we kindly ask you to place another order.
Should you not find the answer to your questions, please contact us