Help and FAQ

How do I contact you?

Click here to go to the contact page.

Where can I find your terms and conditions?

Here you can find our terms and conditions.

Advice and assistance

Does Reptilienkosmos.de offer advice?
Our team of experts will be happy to advise you on all aspects of reptiles and Herpetoculture . Our employees are familiar with the products and are regularly trained to use them correctly. Just ask us, we help quickly and competently.

My animal is sick, can you help?
Although we are experts in reptiles, terrariums and reptile keeping, but we are not veterinarians. For this reason we cannot and may not give you any treatment recommendations. For the benefit of your animals: Sick reptiles should be treated by an expert veterinarian locally - not on the phone or in internet forums.

Orders at Reptilienkosmos.de

How do I order from you?
It's very simple. Here you will find further informations.

Can I order by phone or fax?
We do not offer this option to protect your data. You can find further informations here.

Can I come and pick up the goods?
You can find more informations about pick-up here.

Delivery and shipping

Is the shipment insured?
Of course, we bear the shipping risk vis-à-vis consumers. You can find further information here.

Do you deliver on Saturday?
Yes, and in many regions even up to 19°°. Here you can find further informations.

Is another shipping address possible?
Of course I do. Click here for more information.

What happens if I'm not at home?
That's no problem at all. You can find further information here.

Which parcel service do you use?
We ship via DPD and DHL. You can find further information here.

Is express shipping possible?
No, this is not necessary either, our experience has shown that packages are usually delivered within one working day. Here you can find more informations.

Do you ship to packing stations?
Of course we do. Click here for more informations.

Do I get a tracking number?
Yes, you will always receive a tracking number for your parcel (even for partial deliveries). More informations.

Where's my shipment?
Don't worry if you miss your package. In this case you will find more information here.

Which countries do you supply?
All EU countries are supplied by us. Here you can find more informations.

Is a specific delivery date or time possible?
Click here for more information.

Is a pick-up possible?
Here you can find more informations.

Can I add anything to my order?
Yes, this is possible within certain limits. Read more.

An article is missing - well what now?
Don't worry, should this actually happen, we will help you immediately and guaranteed! Here you will find further informations.

Payments and payment methods

What payment methods do you offer?
Purchase on account (via Klarna), bank transfer, direct debit, credit card payment, Sofortüberweisung.de, Paypal and installment purchase. Here you can find more details.

How secure is the payment?
Absolutely safe and state-of-the-art! Here you can find more informations.

Has my payment arrived yet?
Just have a look. Here you will find further informations on how to do this.

How do I get my invoice?
Since the beginning of 2018 we send invoices only via email. Read more.

Where can I find your bank details?
For example, in the order confirmation that you received by email. Here you can find more details.

Is it possible to buy on account as a public institution or company?
Unfortunately, we cannot offer purchase on account for companies or public institutions. A purchase on account is only available to private individuals via the service provider Klarna.

Where can I find your BIC and IBAN?
On your order confirmation, which you received by email. And of course on your invoice. Here you can find more informations.

Why can't I order cash on delivery?
The payment method cash on delivery is unfortunately not available.

Guarantee

Do you give guarantee on products?
Of course! Here you can find more informations.

Do you give warranty?
Of course We do. Here you will find further details.

I have a guarantee claim.
This also occurs with the best product. What you have to do in such a case we explain to you here.

I have a warranty claim.
Read more here.

Return and exchange

Do I have a 14 day right of withdrawal?
Sure, yeah. Here you can find more informations.

How do I make use of my 14-day right of withdrawal as a consumer according to § 13 BGB?
It's very simple. You can find more information here.

How does the 21-day money-back guarantee work?
Our 21-day money-back guarantee is completely free of charge and comes with the purchase. Here you can find more informations.

I have a guarantee claim.
Please contact us. Here you can find more informations.

I have a warranty claim.
Here you can find more informations.

How quickly will a return be processed?
This depends on the particular case, for example whether products must first undergo a technical inspection to process your return. In any case, we will endeavour to process your return as quickly as possible. As a rule, you will receive a message within a few days of receipt of your return stating that processing has been completed. You will also receive information about refunds.

My warranty has already expired, can you still help?
Of course, we will also be there for you with advice and assistance. Here you will find further informations.

Privacy and Security

How safe is it to order from you?
Absolutely secure, you transmit all data encrypted to us. Here you can find more informations.

Where can I find your privacy policy?
You can find our privacy policy here.

Pick up

Can I pick up goods at your premises?
This is not possible. Here you can find more informations.

Customer's account

I forgot my password
No problem, use the "Forgot password" function. Enter your e-mail address and a new password will be sent to it.
Tip: Please pay attention to correct spelling. Typing errors often creep in if, for example, the shift key is fixed and the password or e-mail address is accidentally entered in capital letters.

I would like to close my account
Simply write an e-mail to our service department at info@reptilienkosmos.de.

Other questions

Do you have vouchers?
Of course, you can also purchase a shopping voucher/gift voucher from us to give a present to a loved one. Ideal for Christmas or the birthday of a reptile keeper. You can find vouchers in the category "Vouchers".

Do you have a catalogue?
We do not have a printed catalogue. In the online shop, offers, prices and articles are updated daily to guarantee you favourable prices and the best service.