Customer Service
We’re here for you – personally.
Questions about our collection, your order, or a delivery? Our customer service team is happy to assist – via email or with our convenient callback service. Don’t hesitate to get in touch – we’re always here to help.
Please note: This online shop is operated by Brand Masters GmbH. We can only assist with inquiries or complaints regarding purchases made directly through this shop. If you purchased your item through a retailer, please contact them directly – they are your contractual partner and best equipped to help.
Callback Service Germany: 0800 80 80 905 7
International & Mobile Calls: +49 (0)211 157 687 181
Shipping & Deliverys
Shipping within Germany
Shipping Costs
We offer free shipping on orders over €100 within Germany via our partner DHL. For orders under €100, a flat shipping fee of €6 will apply.
Shipping Options
At the moment, we only offer standard shipping with DHL. Express delivery is not available.
Shipping costs
Within Germany, we ship your order free of charge with our shipping partner DHL for purchases over €100. For orders under €100, we charge a flat rate of €6.
Shipping Time
All items offered in our shop are available from stock. We will dispatch your order within three working days (Monday to Friday) after receiving your payment. Delivery within Germany typically takes 1–3 working days.
Delivery to an alternate address or packstation
We’re happy to deliver your order to an alternative address – just enter your preferred shipping address during checkout. Deliveries to DHL Packstations in Germany are also possible. Please note that larger parcels that don’t fit into your designated locker may need to be picked up at a DHL or Deutsche Post branch. Unfortunately, we cannot deliver to P.O. boxes.
Shipping Insurance & Tracking
All orders are shipped via DHL and are insured against theft and accidental damage. Insurance coverage ends once the parcel has been confirmed as delivered. As soon as your order ships, you’ll receive a shipping confirmation email with your DHL tracking number. Tracking will be available within 1–2 hours via the provided link.
Contactless Delivery
DHL offers a contactless delivery option. You'll receive a notification before delivery, allowing you to choose a preferred drop-off location, such as your doorstep. Additional options are available – for example, you can reschedule the delivery date if you're not home.
Shipping to Switzerland via MeinEinkauf.ch
For deliveries to Switzerland, we recommend using the service MeinEinkauf.ch. This allows you to benefit from domestic shipping rates – including free shipping on orders over €100.
For a small fee, MeinEinkauf.ch handles all customs clearance and delivers your order directly to your door – quickly, affordably, and fully duty paid.
Simply register with MeinEinkauf.ch first, then sign up in our shop using your new MeinEinkauf.ch email address.
When placing your order, please use the following shipping AND billing address:
MeinEinkauf GmbH
Maybachstraße 19
D-78467 Konstanz
If you are returning an item via MeinEinkauf.ch, you can find step-by-step instructions and further information directly on their website.
Returns & Refunds
Returns
Of course, you can return any item to us without giving a reason. You are only responsible for any diminished value of the goods if this loss in value results from handling beyond what is necessary to check the quality, features, and functionality of the product.
Returns within Germany are free of charge (except for orders containing sale items only) using the prepaid DHL return label included in your package. If you no longer have the return label, simply contact our customer service — we’ll be happy to email it to you. You can drop off your return at any DHL parcel shop or packstation.Please note: If your package is returned without prepaid postage, we reserve the right to deduct the resulting costs from your refund.
Unfortunately, we are unable to cover return shipping costs for orders from countries outside Germany, or for orders consisting of sale items only.
Please send your return to the following address:
Brand Masters GmbH / Apple of Eden
Gewerbepark-Süd - Halle 7c
Hofstr. 64
D-40723 Hilden
If you are returning an item via MeinEinkauf.ch, you can find step-by-step instructions and further information directly on their website.
Once we have received your return, we will verify the returned items and only then send you an email confirmation. So even if the tracking status shows that your return has been delivered, you may not receive a confirmation right away. Please allow up to 14 days for your return to be processed.
Exchanges
If you would like to exchange an item for a different size or color, we kindly ask you to place a new order. Due to organizational reasons, we are unable to process direct exchanges. Please note: Availability is limited, and the item you want might sell out in the meantime.
Refunds
Once we have received your return, we will first check the returned items and then send you an email confirmation.
The refund will always be issued using the same payment method you selected during checkout. If you paid via prepayment or Sofortüberweisung, please make sure to include your full bank details on the return form so we can process the refund to your account.
Please note: Refunds are issued within 7 business days after your return has been received.
Complaints & Faulty Items
While we always strive for the highest quality, in rare cases a product may arrive with a defect.
If you notice a fault, please reach out to our customer service. We’re here for you – personally and directly. We'll review your case and work with you to find a solution.
Of course, you can always make use of your right to return the item. For returns within Germany, you can use the prepaid DHL return label included in your parcel.
To help us process your complaint more quickly, we kindly ask you to briefly describe the issue on the return form.
Right of Withdrawal
Here you’ll find all information regarding your right of withdrawal.