We're answering any questions you might have concerning your order

FAQ - Orders

Have you received my order?

Once you're order is being processed through our systems, you'll get an order confirmation. If you get no order confirmation shortly after placing an order, please reach out to our customer support, which can be found here.

Can I still cancel or change my order?

We're quite flexible when it comes to order changes etc.; However, once we dispatched your order, you cannot change or cancel it. Your will be obligated to return the order and get a refund. For any help, please contact our customer support team, which can be found here.

Can I preorder "out of Stock" articles?

Yes, you can.

We'll dispatch the ordered articles once we got them in stock, again.

Where and how can I order from Dick Deep®?

You can order online via this website or in person in one of our locations in Germany and pick up your purchase, directly. You can also pay in cash or card.

FAQ - Shipping & Returns

When will I get my order?

It depends on several factors as your location, chosen delivery method and availability of purchased items.

Have you ordered in stock items delivery in Germany takes up between 1-3 business days. In Europe between 2-4 business days. Overseas 4-8 business days, if you've chosen standard shipping excl. customs etc.

Express shipping will be arriving earlier, usually.

For more information click on the shipping methods during checkout.

Which countries do you deliver to?

We deliver to most western countries including the EU, Canada, Mexico and the US.

If you're unsure whether we deliver to your country of residence or not. Do not hesitate to ask our customer support team for help. They'll be happy to assist you.

Can I enter a different delivery address?

Yes, you can.

During checkout you can choose whether you want to keep your standard invoicing address as delivery address, or not. You can enter any address.

Where is my parcel? - Tracking

Once your order has been dispatched, you'll receive a separate mail with a tracking link and information on the service chosen. You'll also be provided an ETA.

Can I exchange or return my purchase?

If you don't like a product, you can send the goods back to us within 14 days. For more info on that, please visit our GTC-site, explaining you the details.

Please contact us before returning any items or initiate the return through your personal customer account.

We will either exchange the item for a replacement item of your choice or refund you the money using the payment method, you initially selected.

However, the prerequisite for an exchange is that the goods are complete, unused, undamaged and are returned to us with the original packaging.

For shrink-wrapped and/or sealed items, we will only accept returns if their in the unopened shrink-wrap or with an undamaged seal.

Shipping and return costs will be paid by you. Contact us if you'd like to make a return and we'll assist you and send you a cheap shipment label. Since we're business customers we're able to lower the shipping costs and you wouldn't have to pay too much for returning your items.

What do I do if an item is broken or not functioning?

If any of your items are not working as expected and described on the product detail page or the package (insert), you can send them back to us, free of charge.

You will either be refunded or we'll ship the correct item once more. You've got the choice!

Contact our customer support to send you a free return label via e-mail, here.