Frequently Asked Questions
General enquiries
What is the status of my order?
Once you have placed your order, we will send you a confirmation email so that you can track the status of your order.
Can I change my order?
We can only amend orders that have not yet been processed for dispatch.
Once your order has the status "Preparing for delivery", "Delivered" or "Delivered", we can no longer make any changes to your order.
pay
What payment methods do you accept?
We accept the following two main payment methods:
- PayPal: colody.de We primarily use PayPal to process secure payments. Through PayPal, we accept MasterCard, VISA, American Express and Discover.
- Secure credit card payment: We also accept credit card payments via Visa, Mastercard, American Express and Discover.
In which currency will I be charged?
All our transactions are processed in EUR. If your credit or debit card uses a different currency, your bank will apply the appropriate conversion rate for your chosen currency, depending on which website you are visiting.
Do you offer a 3- or 4-instalment payment plan?
We accept three payment methods.
Transport
Where do you deliver to?
We deliver worldwide, including Asia, North and Central America, Europe and Oceania, and accept payment via PayPal and credit card.
How long does it take to dispatch my order?
Once you have placed your order, it usually takes 3 to 7 days to process.
The delivery time depends on which delivery method you choose.
How can I track my parcel?
Once you have placed your order, we will send you a confirmation by email so that you can track the status of your order.
What if I'm not at home?
If you are not at home, a new delivery will be made the following day, or the delivery partner will contact you to arrange a new delivery date, depending on the country and delivery method you have chosen.
You may also need to collect your parcel from your local post office if it cannot be delivered to you.
Returns
Do you accept returns?
We accept returns subject to the following conditions:
- The item must have been sold in our online shop
– The item must not have been used in any way
- Requests for returns or exchanges must be made within 14 days of delivery.
To request a return, please contact our customer service team.
Can I exchange an item?
We accept exchanges on the same terms as returns.
To request an exchange, please state that you wish to exchange your item for another when you arrange your return with our assistance.
Are returns free?
To return an item, please contact customer services to obtain a return address. Once you have received the address, pack the item securely in its original packaging and include your receipt.
Returns are free in certain cases. If you return an item and the reason for the return is not due to a fengify error, the return postage costs will be deducted from your refund.
How long does it take to process a return?
Returns will be confirmed within 14 days of receipt of the parcel at our warehouse.
Once your return has been accepted, the refund, exchange or credit note will be processed within 14 days of our customer service team accepting the return.