FAQ's

Please note that all requests (return or refund) must be submitted within 30 days of receiving the item. After this period, we can no longer guarantee the approval of your request.

Package tracking

As soon as we have fulfilled your order, you will receive an email confirming the tracking. From there you can use the tracking number provided to track your package. If you have any problems using the tracking number, please contact our customer support.

Incorrect shipping address

If you have provided an incorrect delivery address, please notify us immediately of the requested change. We can only make changes to your shipping address before we ship your order. We cannot offer a refund if you notify us after the order has already been shipped to the original address.

Wrong order

If you have made a mistake with your order, please let us know immediately if you require a change, as shipping of your order often begins the same day you place the order. We can only make changes to your order before shipping.

Order cancellation

Cancellation of an order must be made within 24 hours of placing the order. We will then check whether the order has already been dispatched and if so, we can no longer process your request. Although it is possible to make a request, we cannot guarantee that it will be approved as orders are processed in the order they are received. All product sales are final upon shipment. Once an order has been dispatched, we cannot cancel or make changes to it.

Wrong item or damaged product

If your order is damaged or you have received a faulty product, you can request either a refund or a reshipment of your product. All requests must be made within 30 days of delivery.

Shipping time frame

All orders are dispatched within 1-2 working days and delivered within 3-4 working days. If the estimated time frame is exceeded, please let us know so we can investigate further.

If your product(s) do not arrive within 20 business days of the estimated delivery time, we will consider the delivery as "lost-in-transit" and will offer you a full refund or redelivery of the same product(s) lost.

If you have any other concerns, please send us a message at info@messerglueck.com

Don't forget to provide all the necessary details and your order number so that we can help you immediately.