F&Q Frequently Asked Questions

Order

How do I find a specific item in the online shop?
You can use the “Search” field to display the desired articles directly. Enter the name or the article number if you know them. Alternatively, you could search for keywords such as “pillow” or ” blanket” .

How can I place an order?
You can place an order by creating a user account. You can set up the account yourself on the website in just a few steps. Then you put the articles that you have decided on in the shopping cart. As soon as you have all the items that you want to order in the shopping cart, click on “Checkout”. There you enter your delivery / billing address and select the payment method. If you opt for “prepayment”, the item will be reserved for you for 7 days until the money has been credited to our account. If no money has been received after 7 days, the order will be automatically canceled.

How can I find out if a product is available in the required quantity?
Simply enter the desired quantity of the item in the “Quantity” field and place it in the shopping cart.
If your order quantity exceeds the available quantity, this will be displayed to you directly.
In the event of increased demand and orders that overlap, it can happen that an item is still displayed as available, although it is already out of stock.
In this case we will contact you and produce the articles as soon as possible or we will issue you a credit note.

How long does an order take that is out of stock?
If you have decided on an item that is no longer in stock, we will be happy to take your order anyway. Just send us an email or give us a call. The article will then be made especially for you. It is usually available within 1-2 weeks. We can then inform you of the exact date by email or phone. 015110661238 Mon-Fri 9: 00-12: 00 or by email info@momentosbox.de

Can I change my shipping address later?
The delivery address can only be entered during the order process. Once the order process has ended, no further address changes can be entered. If you want to change a delivery address, please contact ums directly, either by phone 015110661238 Mon-Fri 9: 00-12: 00 or by email at info@momentosbox.de

Can I change or cancel an order afterwards?
You can easily cancel orders that have not yet been paid for in advance. Please inform us of your cancellation request by email under ” Contact ” with your order number. Orders that are paid for with PayPal, credit card and direct debit are shipped relatively quickly and can often no longer be stopped. Here, too, you could try to contact us to make possible changes. Your statutory right of withdrawal remains unaffected.

Why haven’t I received an order confirmation?
There can only be three possible reasons for this. After you have placed an order, you will automatically be sent an order confirmation to the email address provided. If you do not receive an order confirmation, this can be due to one of the following reasons:

The email address was entered incorrectly.
The order confirmation has landed in your spam folder.
Unfortunately, the order was unsuccessful.

What do I do if an order arrives damaged?
If a package arrives damaged, we ask you either to refuse acceptance or to open the package in the presence of the deliverer. If the goods are damaged or even a part of the delivery or the entire delivery is missing, careful documentation of the facts is very important for an uncomplicated reimbursement. In this case, please have the delivery company issue you a confirmation of damage. As soon as we have the confirmation and the damaged goods for inspection, we will resend the order to you.

payment

Which payment methods are there?
We offer the three most popular payment methods PayPal, credit card and prepayment.

Cancellation and Refunds

Please send your return to:
Gustav-Heinemann-Ufer 58 50968 Cologne

How much time do I have before I can send an item back?
You can return the item within 14 days of receiving your delivery.

When will the refund be made?
The repayment will be made within 14 days of receipt of your cancellation by us. Of course, we will try to make the reimbursement within a shorter period of time

shipment

Where can my products be delivered to?
We deliver within Germany and to Europe. Further information can be found under ” Shipping “.

Can I have my order delivered to a different address?
During the ordering process, you can also specify a delivery address that differs from the billing address.

Can I have my order delivered to a PACKSTATION?
Yes, it can be sent to a packing station. To do this, click on “Deliver order to a packing station”. Enter your PostNumber in the “Additional address” field and the Packstation (with number) in the “Street” field.

Where is my order?
If your order does not arrive, please contact us by phone or email 015110661238 Mon-Fri 9: 00-12: 00 or by email at info@momentosbox.de

Sustainability and fairness

What is so special about organic cotton?
In the production of organic cotton:
Organic crop protection used instead of pesticides.
Natural fertilizer instead of artificial fertilizer.
No leaching of the soil by monocultures.
Crop rotation with other seeds ensures and improves the fertility of the soil in the long term.
Protection of valuable groundwater.
No genetically modified varieties.

Where are your products sewn?
All products are made in Cologne.

How do you guarantee fairness and sustainability?
All of my products are manufactured under fair conditions here in Germany so I have an insight into the production during the entire manufacturing process and ensure that my employees are doing well.
In the production of textiles, nobody can currently give a 100% guarantee on every aspect of the supply chain – including me. But I always work to ensure that fairness, sustainability and respect are the central aspects that are adhered to during production.
I only work with partners and suppliers who deliver sustainable organic goods. I only have GOTS-certified textiles printed. The inks for digital direct printing are environmentally friendly, sustainable and without residue, so that they are tested according to GOTS (Global Organic Textile Standard) and their harmlessness is certified.

Personal data

Where can I see, change or delete my data?
If you have filled in the password field, a customer account has been created for you. Your personal customer account can be viewed at any time in the “My Account” area. There you can change your data or view current and previous orders.
To log in, enter your email address and your personal password.

I.I forgot my password. What can I do?
Please click in the “My Account” area on the “Forgot your password” field. In the following you will be asked to enter your email address. We will then email you a link to change your password.

How will my personal data be handled?
The protection of your privacy is important to us. In the footer of the “Service” area you will find the link privacy policy. There we will inform you about the handling of your data.