Frequently Asked Questions
ORDERS
When can I expect my order to be shipped?
Your order will be processed within 1-3 business days after payment.
How can I change the shipping address?
If your order hasn’t shipped, you can change the shipping address. Please contact our customer service team with your order number. Once shipped, the address cannot be changed.
How can I modify or cancel my order?
You can modify or cancel your order if it hasn’t shipped. Please contact our customer service team with your order number. Modifications or cancellations cannot be made once the order has shipped.
How do I track my order?
Once your items have been dispatched, we will send a notification email to your registered email address. The tracking number is usually available within a few days of shipment.
Please note that tracking information may not update until the package leaves the origin country, often due to customs processing. We appreciate your patience, and the tracking will be updated as soon as possible.
You can check your order status here.
My tracking number says "Delivered," but I haven't received my order. What should I do?
We understand how important your order is!
At Ufeelwell, we offer tracking options for all packages. If your tracking information shows that your order has been delivered but you haven’t received it, please take the following steps:
- Check around your neighborhood or with neighbors to see if it was mistakenly delivered elsewhere.
- Ask family members, roommates, or others in your household if they received it on your behalf.
- The package may have been left with a property manager or at an apartment office.
If you still haven’t received your order and you notify us within 7 business days after the expected delivery date, we will contact the courier to investigate. If the courier confirms the package as “delivered,” Ufeelwell is not responsible for lost or misplaced packages.
However, if the courier states that the package was undelivered, we will work with you to arrange a solution. This may include reshipping your order or providing a full or partial refund.
PAYMENTS
How do I use a discount code?
To apply a discount code, enter it in the “Coupon Code” box during checkout and click “Apply.” Each code can be used only once.
What forms of payment do you accept?
We accept various payment methods, including PayPal, credit/debit cards (Visa, Mastercard, American Express), and more.
RETURNS/REPLACEMENT
How can I return my order?
We offer a 30-day money-back guarantee from the delivery date, more details here.
How can I get a replacement for an incorrect or damaged item?
Firstly, we are so sorry to hear this!
Please contact our customer service team with your order number and a picture of the product. We will assist you with the replacement.
SUPPORT
How do I contact customer service?
You can email us at support@primaeinkauf.de or click here to leave a message.
What are your customer service hours?
We are available from 9:00 am to 05:00 pm (CET) every day, except Sunday.