Frequently Asked Questions
Order and Payment
How excactly can I order?

The ordering process in our online shop comprises four steps:

1) Place the desired items in the virtual shopping cart.

2) Enter your required customer data including billing address and, if necessary, a different delivery address. This can be done as a guest customer or by registering a customer account.

3) Select the desired payment method.

4) Now you have the possibility to check all details (ordered items, quantities, sizes, name, address, payment method) once again before you submit and send us your binding offer to purchase the items in the shopping cart by clicking the "Buy now" button. Before sending the order, you can edit the items in the shopping cart at any time, view and change your address and selected payment method.

After sending your order you will receive an e-mail from us with a summary of your order.

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What size do I need?

In order to make it easier for you to choose the correct size, we have indicated the size of the photo model and the size of the model that is worn with each item. Should the cut have special features, we will also state this in the article description. In addition, there is the LANIUS size chart, which is used to design our collection. Should you have any further questions, please contact us via the contact form, by telephone +49 (0) 221- 801118480 or email shop@lanius.com.

Click here for size advice

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How do I change / cancel an existing order?

Our goal is that you receive your ordered goods as soon as possible. Incoming orders can therefore only be changed or canceled within a very short period of time before our dispatch team immediately takes the goods to you.

Please contact us as soon as possible via our contact form, by e-mail at shop@lanius.com or by phone between 09:00 and 17:00 on the phone: +49 (0) 221- 801118483.

If this is no longer possible as the shipping process has already begun, you can use our return service after receipt of the goods.

Read more here: Return and Exchange

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Where can I see my previous orders?

If you have registered a customer account in the LANIUS Onlineshop, you can check your order history at any time. Please log in to your account via "My account".

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How do I know if an item is still available?

Of course, we would like to have all items in our Onlineshop available at any time. If it is still possible that you can order an article, which is temporarily or permanently not available, we will inform you as soon as possible in an e-mail about the availability. Already made payments will be reimbursed as soon as possible according to the type of payment chosen by you. We also inform you in advance if we have to split your order. For the delivery of missing items, we will of course take the shipping costs.

You can also request a size, which is already sold out, at the article. Please enter your e-mail address in the e-mail field and we will contact you when the size is available again.

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What payment options are available at the LANIUS onlineshop?

You have the option of paying in advance, by immediate transfer, PayPal or with credit card.
If you are not living in Germany, payment is possible exclusively in advance, with PayPal and by credit card.

For all payments you will be transferred during the ordering process via a secure connection to the input screen of our payment provider HeidelPay (Heidelberger Payment GmbH).

For payment by prepayment / bank transfer, the order will be sent after receipt of the complete invoice amount. In order to speed up the processing, please specify the order number.

For payments via credit card Visa and MasterCard as well as immediate payment you will be forwarded in the course of the ordering process via a secure connection to the input mask of our payment provider Unzer GmbH.

For payments with PayPal, they will be forwarded directly to PayPal at the end of the order process. If you are already a PayPal customer, you can quickly and securely make the payment after logging into your PAYPal account. Without an already existing PayPal account, you can log in as a guest or open a PayPal account and then confirm the payment. Please note that due to your agreements with credit institutions or other institutions, additional costs for transfers, account management, etc. may arise for you.

For further information on the exact payment processing, please refer to our terms and conditions point 8. Payment Methods.

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Is there a minimum order value?

There is no minimum order value in the LANIUS Onlineshop. Within Germany, we also send your order free of charge regardless of the order value.

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Delivery
How much are the shipping costs?

Within Germany we always send your order free of shipping costs, regardless of the order value.

For shipping within the EU, to Norway and Switzerland we charge EUR 11.95 per order.

From an order value of EUR 100.00 we deliver free of charge to the EU, Norway and Switzerland.

For deliveries to Norway and Switzerland the purchase value is limited to EUR 1,000 net.

Please note that for orders with delivery countries outside the EU as well as for returns, possible additional costs such as customs duties and taxes are to be borne by the buyer.

All deliveries are climate-neutral with DHL GoGreen.

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How long does the delivery take?

In Germany, Lanius supplies the articles in stock within 1-5 working days to your specified delivery address with the shipping company DHL GoGreen.

When shipping the available items within Europe, the delivery time depends on the place of delivery for up to 14 business days.

As soon as the shipment information has been transferred to DHL GoGreen, you will receive an e-mail containing a shipment tracking link. The tracking number allows you to check the status of your order at any time. Please note that a transmission of the shipment information is carried out before collection by DHL and is similar to a pickup order. The requested transport by DHL will take place at the same time, at the latest within two working days.

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What are the shipping options?

The goods from the LANIUS Onlineshop will be shipped as an insured package with DHL GoGreen.

We also ship to packing stations. You have the option to choose an already used carton for the environment as a packaging option.

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In which countries does the LANIUS Onlineshop deliver?

Orders in the LANIUS Onlineshop can be delivered to Germany, Switzerland, Norway and all EU countries.

Please note that for orders with delivery country outside the EU, any additional costs incurred, such as customs duties and taxes, must be borne by the buyer.

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Return and Exchange
How can I return ordered items?

Customer satisfaction is very important to us, therefore we offer you a free return shipment within 14 days in Germany. Please understand that we cannot bear the costs for returns from abroad and any customs and handling charges. These are at the expense of the customer.

You recieve your return label, if your shipping adress is located in germany, with your order confirmation e-mail shortly after completing your order.  If you are unable to print the label, there is a QR code on the DHL return label. Show this QR code on your smartphone at a DHL branch, a DHL parcel shop, a DHL delivery service or a DHL packing station. DHL will print the label for you.

If you return your article within Germany and have inadvertently lost or deleted your return label, which was sent with the order confirmation, please click HERE to create a new return label. We ask for your understanding that unfree shipments returned to us cannot be accepted.

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Returns within Germany

You will bear the immediate cost of returning the goods if you do not follow our returns procedure listed below.

If you are not satisfied with the parts you ordered, or you need a different size, then within 14 days every purchase within Germany can be returned free of charge.

And that is how it works:

• Please enter the return reason and the quantity on the delivery note / return receipt.

• Put the items together with the return note in the package and then paste the return label on the package. Return the package to your nearest post office or station.

• Exchange wishes can only be considered in terms of size, color or article of the same or lower value. If an item is more expensive, please order it again.

• As soon as your return has been received by us, you will receive an e-mail confirmation of the receipt of the return and after checking the return the corresponding amount will be refunded - according to the type of payment chosen by you.

The DHL return label with the return instructions for domestic returns to the self-printed has already been received by us with your order confirmation by e-mail.

If you need help or have a new return label, please contact: retouren@lanius.com. 

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Returns from abroad

Please understand that the direct costs of the return of goods from abroad are to be borne by the customer.

And that is how it works:

• Please enter the return reason and the quantity on the delivery note / return receipt.

• Put the items together with the return note in the package.

• Please make a registered return so that your package can be tracked in the event of a loss by tracking number.

• Exchange wishes can only be considered in terms of size, color or article of the same or lower value. If an item is more expensive, please order it again.

• As soon as your return has been received by us, you will receive an e-mail confirmation of the receipt of the return and after checking the return the corresponding amount will be refunded - according to the type of payment chosen by you.

If you have any questions, feel free to write us an e-mail at retouren@lanius.com.

The address for the return is: OneWorldLogistics GmbH, Ettore-Bugatti-Straße 39 - 41, 51149 Köln

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How can I exchange the LANIUS pieces?

We will gladly exchange items of your order in a different size, color or in another article in the same goods value for orders within Germnay. If you order from another country than Germany or  the desired item is more expensive than the item returned, please order again.

Please let us know by phone, +49 (0) 221- 801118480 or email shop@lanius.com which item you would like to receive as a replacement and we will reserve it in case of availability until receipt of your return. For return please use our return service.

Please note that the return is only valid for unused, unwashed and faultless items.

 Unfortunately, we cannot offer an exchange on a billing basis for foreign shipments.

DE: In the event of a change, the desired replacement article will be shipped free of charge, if available, within Germany.

EU / Switzerland: Please understand that we will not be able to deliver spare parts delivered abroad.

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How and when will I receive my refund after the return?

As soon as your return has been received, you will receive a confirmation by e-mail. After checking the return the corresponding amount will be refunded - according to the payment method chosen by you. After successful reimbursement, you will receive information by e-mail. Please note that processing and refunds can take up to 14 days.

Payment: The credit will be refunded to the bank account used for the payment. It can take up to 5 business days before the credit is available on the account.

Immediate transfer: The credit note is reimbursed to the bank account used for the payment. It can take up to 5 business days before the credit is available on the account.

Credit card: The credit card is rebooked to the credit card account charged to the payment. The rebooking is available on the next credit card bill. The reimbursement is dependent on the respective credit institutions.

PayPal: The credit is credited to the PayPal account used for payment. Whether the amount deposited on the PayPal account as a credit balance or is backed up to your bank account depends on the individual settings of your PayPal account.

Gift voucher: The refund will be paid as credit to your LANIUS customer account or in the form of a new coupon code adapted to the return amount. A cash payment of the credit is unfortunately not possible.

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How can I revoke an order?

We hope, of course, that you are satisfied with our products and have a lot of fun. Should it nevertheless be the case that you want to send back something, then the legal right of revocation applies. You can return unused, unwashed and faultless goods within 14 days without giving reasons.

Please inform us in writing or by telephone about your cancellation request.

Click here for our sample revocation form

Click here for our contact form

E-mail shop@lanius.com
Fax: +49 (0) 221-801118416
Phone: +49 (0) 221- 801118480

Please also refer to the detailed information on the right of revocation in our General Terms and Conditions under item 11. Revocation right and item 12. Consequences of the revocation.

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How can I revoke goods?

Your item is defective or damaged? We're sorry. In the event of a complaint, please inform us by using the contact form, by telephone +49 (0) 221- 801118480 or email shop@lanius.com about the defect. Thus, we can make a first estimation and discuss the further process. To simplify and speed up the process, please keep order number and/or customer number ready.

Please understand that we can only accept complaints which were purchased at the LANIUS Onlineshop. For  LANIUS items bought at stores, please contact your local retailer.

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My LANIUS Account
Is a purchase only possible with registration?

By opening a customer account, you have the advantage that the invoice and shipping data will be stored for future orders. You can also track all your orders, your wishlist and your returns in your customer account. As we would be delighted to welcome you regularly as a customer in the Onlineshop, we recommend to create a customer account.

Create a LANIUS customer account now.

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How can I register for a LANIUS customer account?

To open a customer account, please click on "My account" at the top right of the online shop. Now you can choose between the "I am already customer" and "I am new customer" in the pop-up window that opens. If you are not yet a customer but want to register, select "Register now". In a few steps, enter the requested customer data in the opening form (all required fields are marked with an asterisk). Subsequently you assign a password (at least 5 characters) for your customer account, in order to be able to log on to future orders safely and easily.

After completing the registration form, click on "Login" and you will soon receive a confirmation of your registration by e-mail.

With your personal customer account, you can now conveniently shop at the Onlineshop anytime without having to re-enter your data every time. We are looking forward to welcome you to our Onlineshop and wish you a lot of shopping! 

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How can I change my user data?

Under the menu item "Personal data" in your customer account you have the possibility to change the name, e-mail address and password.

Under "Addresses", you can adjust the delivery address for future orders. Under "payment methods" you have the possibility to deposit your preferred payment method.

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I have forgotten my password?

If you lost your password, please click on "My account" and then "I am already customer". Below the field "Password" click on the link "Forgotten password". You will then be taken to a new page where you enter your e-mail address and a security code. After this, you will immediately receive an e-mail with a confirmation link from us. After clicking on this link, you will be taken to a page where you can assign a new password.

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Gift cards
Are there gift vouchers for the LANIUS online shop?

 We are pleased that you would like to give away our products. For this purpose there is the possibility to buy gift vouchers in our online shop. The voucher contains a corresponding voucher code, which the person receiving the gift can enter during the ordering process in the online shop. The voucher amount is then deducted from the invoice amount accordingly.

 Please note that discount and voucher codes cannot be considered or credited retroactively. Discount and voucher codes and their value cannot be paid out. Vouchers for the LANIUS Online Shop can only be redeemed online and with a customer account.

 Click here for the LANIUS gift vouchers

 

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How do I redeem a gift or promotion code?

 After you have put the desired LANIUS articles into the shopping cart you can enter the appropriate code in the 3rd and last step of the order process into the field "ENTER VOUCHEIN CODE" under the listing of the article(s). For activation and crediting click on the arrow next to it. The discount or amount will then automatically be deducted from the invoice amount. The discount code is now displayed as an item in the listing of the articles. Please check this before sending the order. Only then the code was accepted correctly. Promotion codes for the LANIUS online shop can only be redeemed online. 

If you have any questions about your discount or voucher code, please contact us before completing and paying your order.

 Please note that vouchers and discounts cannot be subsequently credited, debited or paid out. Promotional voucher codes can only be redeemed once. Promotional voucher codes are only valid during the specified period. Promotional coupon codes can be tied to specific products, campaigns or categories. Promotional coupon codes can have a minimum order value. This is always stated on the voucher or in the email with which you received the promotion voucher code. In case of a return, one-time redeemable promotion codes expire.

 

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Care Tips
Why is it important that I care for my clothes properly?

The qualities, cuts and the functionality of our clothes are designed to stay. We want to give you helpful tips to help you enjoy your favourite LANIUS garment even longer: It's made to be worn, cleaned, loved and, when in doubt, repaired. With good care you can extend the life of your garments and thus contribute to the protection of our resources and our environment.

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How do I care for my clothes properly?

As a general rule, please follow the care instructions on the article.

In general: low temperatures, reduced spin cycles and a wash bag for wool and silk are absolutely recommended. Furthermore, it is best to wash your garments together with similar colours and always pull them inside out - this not only prevents unpleasant discolouration but also prevents colour changes and abrasion. Close buttons and zips to prevent damage when washing. Another tip: Use bleach-free mild detergents, as these do not contain any bleach that could damage your clothes.

AIR

A care tip that is very easy to implement: Not every garment you wear needs to be washed immediately. Airing not only saves time and water, but also protects the environment and materials.

CARE

Do not hang knitted garments if possible, they can lose their knitted fit. After washing, dry the knitted garment lying down (for example on a clean towel) and pull it gently into shape. Knitwear simply needs a little time to dry.

IRONING

By ironing, you bring your favourite pieces back into shape and smooth the fibres of the fabrics that have been roughened by the washing process. Before ironing, check that the material is suitable for ironing and always observe the temperature. For special natural fibres such as silk, but also for close-to-nature fibres such as elastane, TencelTM and ECOVEROTM, we additionally recommend to put a damp cloth over the garment to be ironed. Professional tip: Invest in a good ironing pad, because with cheap ironing boards the metal braid will press through.

PILLING

They can occur in favourite pieces made of natural fibres such as wool - small nodules. This phenomenon, called "pilling", is completely natural and is simply caused by friction on the surface. This is basically a sign of the naturalness of the material. To remove the pilling knots, you can use a fluff razor, a wool comb or fine scissors. But be careful: If the knots are torn off, the fibre can be damaged. Another tip: If you have favourite pieces with fine, long hair, you can brush them up from time to time.

SPECIAL DETERGENT

Fine favourite items made of wool, silk, linen or cotton, which are washed at low temperature or even by hand, feel particularly comfortable with a special liquid detergent. It dissolves better and thus protects the fibres without impairing the washing performance.

SMALL REPAIRS

A certain amount of wear, such as a button coming off or a stitch opening, is quite normal when clothes are worn and washed frequently. On the Internet you can find very good instructions that explain step by step how to sew buttons back on, for example, or how to plug holes. Of course, we are also happy to help you with questions about how to repair your favourite part.

CARE SYMBOLS

The number of care symbols is almost as extensive as the number of road signs. So that you know exactly which care your favourite part needs in the future, we have HERE summarised the meanings of all symbols. We recommend that you follow the care instructions exactly - a small difference can have a big effect.

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How do I care for cotton?

Cotton is absorbent, tear-resistant, skin-friendly, hard-wearing and provides a pleasant wearing comfort.

* Dark and coloured textiles should be washed separately at max. 30 °C

* Wash special fibre blends only in the gentle programme (delicate wash)

* Ironing at moderate heat (max. 150 °C)

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How do I care for wool?

Wool is not very susceptible to dirt and odours, is sweat-repellent, antistatic and hardly creases.

* Dab small stains carefully with a damp cloth (professional tip: never rub!)

* Insert breaks between wearing, air regularly

* Wool washing cycle in the washing machine is only possible to a limited extent (observe label; do not leave in the machine any longer when damp and warm) Then press out in a terry loth,

* Store in a horizontal and dry position

* Remove nodules with wool razor or wool comb

* Use natural moth protection (cedar wood, lavender, cade oil)

* Heavily soiled favourite parts for professional gentle dry cleaning

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How do I care for TENCEL?

Tencel transports moisture excellently and has similar wear properties to cotton.

* Wash at max. 30 °C and only use mild detergents without bleach (reduce spinning speed)

* Tencel does not have as high a colour fastness as cotton and is sensitive to light (do not dry in the sun)

 * Iron in shape

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How do I care for leather?

Leather is relatively impermeable to water and yet breathable, especially tight and stretchy.

* Remove coarse dirt with a soft leather brush or a damp cloth (proceed very carefully, as irreparable damage can occur; please never rub or scratch)

* Treat leather with an ecological impregnating agent specially developed for the type of leather before the first use

* Every type of leather is different and requires special care

* Heavily soiled favourite parts for professional gentle dry cleaning

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How do I care for silk?

Silk has a special shine, is fine and smooth, and feels light on the skin. It is very comfortable to wear and is also absorbent and isolating.

* Hand wash at low temperature

* Wash upside down with mild silk detergent, making gentle movements in the soapy water

* Wash inside out at low temperature and iron while still slightly damp (professional tip: place a cotton cloth underneath)

* Can be easily ironed on by steamer

* In case of serious soiling, use professional gentle dry cleaning

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How do I care for alpaca wool?

Alpaca wool is particularly dirt-resistant and breathable. It is wearable in summer and winter, very suitable for allergy sufferers and soft and shiny.

* Dab small stains carefully with a damp cloth (never rub)

* Insert breaks between carrying, airing

* Wool washing cycle in the washing machine is only conditionally possible (Attention: label)

* Store in a horizontal and dry position

* Remove nodules with wool razor or wool comb

* Use natural moth protection (cedar wood, lavender, cade oil)

* Heavily soiled favourite parts for professional gentle dry cleaning

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How do I remove stains?

It is important to react immediately to stains. For this reason, we have summarised the best tricks for you:

RED WINE

* Mineral water or tap water

* Apply (a lot of) salt to the stain, brush carefully once the salt has absorbed the liquid, then wash

* For cashmere or silk: dry shampoo

* In case of dark shade after treatment: shaving foam. Then wash out and let dry.

COFFEE

* Mineral water or warm (!) water

* For dried stains: salt or baking powder * Gall soap can be used for light-coloured and very insensitive parts

BOLD

* First soak up grease with paper towels, then use plenty of hot water and washing-up liquid for washing out

* For old stains: gall soap (in one piece)

MAKE-UP

* For light, white (or dark) and insensitive clothing: bile soap or baking powder

WELDING

* Yellowish discolorations can be treated by soaking the skin in warm water at night with a shot of vinegar essence. After treatment, wash as normal in the machine.

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What does residual shrinkage mean?

For the sake of the environment, we reduce the production steps to the bare essentials and deliberately avoid additional equipment or unnecessary re-washing.

Some materials may therefore shrink a little at home after the first wash. This is indicated by the % indication of possible residual shrinkage in the online care instructions and on the care label for each article. The information always indicates the maximum possible residual shrinkage if the care recommendations are followed.

The cut and fit are designed so that shrinkage of up to a maximum of 7% does not affect the size, but you should pay particular attention to this information if the article already fits very close to the body or is intended to fit deliberately loosely.

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Questions about COVID-19
How and when can I contact customer service?

Our team can still be reached by telephone from Mo-Fri at 9:00am to 5:00pm dialing: +49221/801118480. You can also contact us at any time by e-mail to shop@lanius.com. We try to answer all inquiries and requests as soon as possible. 

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How long does my refund take?

We try to process all refunds as quickly as possible. Usually the refund will be made within 2 - 3 working days after receiving your return. You will be informed about the receipt and the refund by email. Please understand that due to current circumstances it may take a little longer. We assure you that the processing of orders and refunds is our highest priority.

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How can I submit my return?

To prevent the spread of the virus, the necessary distance should be maintained. If this is not guaranteed when you hand in your return, or the drop-off point is closed, you can use all DHL packing stations at any time to hand in your return. 

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What happens if I cannot meet the return deadline?

Our return period is 14 days and starts with the receipt of your order. If for understandable reasons you are not able to return your order within this period, please inform our customer service at shop@lanius.com as soon as possible.

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Are protective measures taken?

Our customer service and logistics team work in compliance with all necessary and recommended hygiene measures. We make sure that there is sufficient distance between them. DHL is currently waiving the signature at the time of delivery of the parcels for good reason, but the parcel is of course still insured.

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Will my order still be processed and delivered?

Our customer service, our logistic team and our parcel carrier DHL will continue to work regularly, taking all necessary and recommended measures. At the moment there are no delays or restrictions in processing, shipping and delivery within Germany to be expected. For deliveries abroad, delays may currently occur due to transport across borders. 

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