FAQs

Here you will find all the answers to your questions regarding orders, returns, etc.

orders

I would like to purchase care products for resale.

If you are interested in purchasing our products for resale, please contact our B2B team at support@gercollectorshop.com.

Why was my order cancelled?

We make it a point to deliver every order in full. However, there may occasionally be stock overlaps, meaning we are unable to deliver certain items. In such cases, however, we will contact you in advance to coordinate everything together.

Can I change or cancel my order?

You can change or cancel your order as long as it has not left our warehouse. Please contact our support as soon as possible at: support@gercollectorshop.com.

Something is missing from my order.

Of course, this should not happen and we do everything we can to deliver your orders complete and in perfect condition. However, we can occasionally make mistakes. In this case, we ask you to contact our support as soon as possible: support@gercollectorshop.com.

I received the wrong item.

We always try to deliver your orders completely and correctly. However, if you receive the wrong item, please contact our support team immediately at support@gercollectorshop.com. We will do our best to correct the error and send you the correct item as quickly as possible.

An item from my order is damaged.

We do our best to ensure that your orders arrive in perfect condition. However, if an item is delivered damaged, please contact our support team immediately at support@gercollectorshop.com. We will find a solution and replace the damaged item as quickly as possible.

Shipment

How long does delivery take?

We strive to dispatch your order as quickly as possible. During the week, orders are processed and dispatched daily.

• Germany: 1–3 days

• Europe: 2–6 days

• Worldwide: 4–10+ days

Please note that there may occasionally be delays if DHL does not process orders on time. However, we will do everything we can to ensure that your order reaches you as quickly as possible.

I can't track my order.

All our orders are shipped with a tracking number so that you can track the status of your delivery at any time. You will receive the tracking number in the shipping confirmation. Please note that shipment tracking may not be available immediately, as DHL usually updates the initial information after a few hours.

Do I have to pay duties and taxes on my products?

If you live outside the EU, taxes and duties may apply to your order. These costs are to be borne by the customer.

Which countries do you ship to?

We are constantly trying to expand our shipping network. We currently deliver to the following countries:

Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United States.

payment information

Which payment methods can I use?

With us you can use the usual payment methods:

Apple Pay, Paypal, Klarna, Google Pay

We also accept the usual credit cards:

Mastercard, American Express, Visa and Mastero

How do I receive my invoice?

You will automatically receive your invoice by email.

If you need your invoice again, please contact us with your order number to our email:

support@gercollectorshop.com

return

Can I exchange an item afterwards?

Unfortunately, it is not possible to exchange your item. However, you can return your order, we will refund you the amount, and you can reorder the desired item.

I would like to return my order.

Please send your order back to:

AEON GmbH C/O GERCollector

Raiffeisenstraße 2B

61250 Usingen, Germany

We do not offer return labels. The buyer bears the return shipping costs.

I am still waiting for my refund.

As soon as we receive your return in our warehouse, we will check everything as quickly as possible. It can then take 1-3 days until we process the refund.