Why do I receive several messages regarding my enquiry?

When is customer service available?

 When you contact us, it may happen that you receive multiple messages from us regarding the same inquiry. This does not automatically mean that your request is being processed multiple times.

Which messages might I receive? Depending on the contact channel and request, the following messages, for example, may be sent:

• an automatic confirmation of receipt 

• a personal reply from our customer service 

• follow-up questions regarding your inquiry 

• information on the current processing status 

• shipping, return, or repair information

• technical or automatic system messages

  An automatic message often initially only confirms that your request has been received by us. The personal processing will then be carried out by our service team.

Why do I receive messages via different channels? If you contact us via email, contact form, or WhatsApp, for example, different notifications may be generated depending on the contact channel used. If possible, we therefore recommend responding within the existing message thread for an ongoing request, rather than sending the same inquiry again via a different contact channel. This allows us to process your request in a connected manner more easily.

Do I have to reply to every message? No. As a rule, you do not need to respond to pure confirmations of receipt or automatic status messages. If we still require information from you, we will indicate this accordingly in our message.

Why do I receive multiple emails in short succession? Some processes consist of several steps. For example, a personal reply may be sent first, followed separately by a return label, a shipping confirmation, or other system-generated information. This is also normal.

What do I do if I have received the same message multiple times? If you receive identical messages multiple times or have the impression that something is wrong with your request, you can simply reply within the existing message thread. Our customer service will then gladly check whether your inquiry was recorded correctly.