Frequently asked questions

Questions & Answers

Here you will find an overview of the most frequently asked questions about ordering, payment, shipping and returns in the Lobigo online shop and many other topics.
By clicking on the respective question, the corresponding answer will appear. To close the question, simply click again. Select one of the following topics:

Outline

1. service
2. order
3. login/registration
4. payment/bank details
5. shipping
6. return

1. service

How do I contact the service department if I have further questions? We have listed the most important questions for you here. Is there no suitable answer for you? Then feel free to contact us personally.
To the contact form
Telephone: 06331-6081670
Business hours: Mon. - Fri., 10:00 - 14:00 hrs.
We are always happy to receive your e-mails via info@lobigo.de and will always try to answer you as quickly as possible. Calls from the German landline network at local rates, prices from mobile networks may vary (depending on the provider).

2. order

How can I place an order in the Lobigo Online Shop?
1. put your chosen item in the shopping cart by clicking on the button "add to cart". Then go to "Checkout". 2.
In the next step, you can log in with your Lobigo login (e-mail address and personal password), register again or continue the order without registering as a "guest buyer". 3.
3. now enter your billing and delivery address or verify the data provided.
4. then you can select the desired means of payment from our available payment methods. You can also enter your voucher code here. 5.
In the next step, check your order details under "Order overview". As soon as we have received your order, we will send you an order confirmation with your order number by e-mail.

Is there a minimum order value?
There is no minimum order value in our shop. Your order is free of shipping costs from 39,00 Euro.

Can I have my order gift wrapped?
Unfortunately, it is not possible to have your order gift-wrapped.

Is it possible to cancel or change an order that has already been placed?
As a rule, it is no longer possible to cancel or change an order once we have confirmed it by e-mail. In order to deliver as quickly as possible, your order will go directly into processing.

3. login/registration

Do I have to register to be able to order in the Lobigo Online Shop?
You have many advantages if you log in before placing an order. However, registration is not a must.
You can then conveniently log in with your e-mail address and your personal password each time you place an order.
If you have forgotten your password, you can have your password reset by e-mail under "Forgotten password" before logging in. For security reasons, please change your password the next time you log in. We advise you to do this at regular intervals. If you do not wish to register, simply place your order as a "guest buyer".

Why should I register for the Lobigo Online Shop?
If you register for the Lobigo-Online Shop, you will have numerous advantages to take advantage of: Fast and convenient shopping Save your user data and settings View your orders incl. shipment information Manage your newsletter subscription Create your personal wish list.

What if I have forgotten my e-mail address or my user name?
If you have forgotten your e-mail address, please send us your name, address and date of birth to service@lobigo.de. We will be happy to help you.

Why doesn't my login work?
If your login does not work, there could be several reasons: Maybe your password is wrong or your data is not stored correctly in our system. Multiple registrations of your e-mail address can also lead to inconsistencies when logging in. Please explain your problem in an e-mail to service@lobigo.de, stating your name, address and date of birth. We will be happy to help you.

How can I subscribe to or unsubscribe from the newsletter?
We recommend that you subscribe to our newsletter so that you are always informed about all promotions and the latest news about Lobigo. You can register for it free of charge on the homepage of the online shop. By the way: You can unsubscribe at any time via a link at the bottom of the newsletter.

How can I change or delete my data?
After logging in, you can change or update your data at any time on the www.lobigo.de/login page. For security reasons, your account can only be deleted by us. To do so, please send an e-mail service@lobigo.de to our service team, stating your name, address and date of birth.

4. payment/bank details

Which payment methods can I use in the Lobigo shop?

- Purchase on account
- Amazon Payment
- Prepayment
- Credit card (VISA, Eurocard (Master Card) or American Express)
- PayPal
What do the terms SEPA, IBAN and BIC mean?
The introduction of SEPA (Single Euro Payments Area) will create a uniform payments area within Europe. In Germany, SEPA replaces the account number and the bank sort code with the IBAN and BIC. As an international, standardised bank account number, the IBAN replaces the existing national account numbers for transfers. The IBAN consists of a maximum of 34 digits. The 1st and 2nd digits indicate the country code, the 3rd and 4th digits indicate the check digits and the following 30 digits contain account information. The BIC is a unique international designation of a bank and replaces the previous bank sort code. Your IBAN and BIC can usually be found on your bank card. Otherwise, please contact your bank or check www.iban-rechner.de.

When does a debit take place depending on the means of payment?

Payment by credit card: At the moment of the order
Payment with PayPal: At the moment of the order
Payment with Amazon Payment: At the moment of the order
Payment by invoice: You will receive an invoice with the delivered goods, which has to be paid within 7 days.
What are Lobigo's bank details?

Bank: Sparkasse Kaiserslautern
Bank code: 540 502 20 Account number: 606 343
IBAN: DE18 540 502 200 000 606 343
BIC: MALADE51KLK

5. shipping

What shipping options are available and who will deliver my parcel?
Our orders are shipped exclusively as a package with standard shipping by our delivery partner DHL, DPD or Deutsche Post.

How long is the delivery time?
We aim to process and ship all orders as quickly as possible. On average, the delivery time is 2-4 working days after receipt of order. Deliveries abroad usually take 5-6 days. In the case of last-minute promotions, the delivery time may be extended due to the high number of requests. All items affected by this have a corresponding note in the item description. What are the shipping costs for the order? Our shipping costs within Germany are 3.00 Euro. For orders over 39,00 Euro your order is free of shipping costs. For orders from abroad we charge a flat rate of 6,00 Euro. Orders from abroad can only be paid by credit card or PayPal.
Note on import and customs costs:
Orders to non-EU countries may be subject to import charges and taxes, which are levied once a delivery reaches the country of destination. Any additional charges for customs clearance are the responsibility of the recipient. Please contact your local customs authorities for further information.

Where can I have my parcel delivered?
Basically, Lobigo delivers to any desired address within Germany, no matter if it is to your home, your workplace, family, friends or neighbours. Registered users can also have their parcel sent to a DHL packing station or branch.

Are deliveries abroad possible?
Yes, orders are shipped worldwide.

Can I track my order?
Yes, your tracking number (control number) will be sent to you by e-mail as soon as the package leaves our warehouse. Once your order has been processed and shipped, you will be able to check your delivery status using your tracking number.

What do I do if I am not available at the time of delivery?
You will be notified of the pending delivery by email when the package leaves our warehouse. If the delivery is not successful, the parcel will be handed over to a branch for self-collection. If this is not possible, the parcel will be returned to our warehouse and booked out. A new delivery will then no longer take place and the refund of the purchase amount will be initiated.

What do I do if my parcel does not arrive?
Inform us about the current status of the delivery via your tracking number. You will be informed of the tracking number in advance by e-mail. If you still cannot find or receive your parcel, please contact our service team. We will be happy to help you.

What can I do if my parcel is damaged?
Please report any damage to your parcel immediately to the DHL driver, if you can, and also make a damage report to our service team. This is especially important if items are damaged or missing. Please include your name, address and order number (MAU-...) and, if possible, send us photos of the damaged package.

6. return

In which cases can I return items?
If you do not like the ordered items, if they do not fit or if you do not like them for any other reason, you can exercise your statutory right of withdrawal within one month without giving any reason. The period begins on the day on which you or a person named by you has taken possession of the goods. To meet the deadline, it is sufficient to send the cancellation in good time. Further explanations and information on the right of withdrawal, its conditions and consequences can be found in the instructions on withdrawal.

What do I do if a wrong/incorrect item has been delivered?
If you receive an incorrect or faulty item, you can of course complain to us. Please contact our service team. Of course, you can also return the wrong item to us free of charge within the cancellation period of one month and simply order the desired item again.

How is the credit note issued for a return?
As soon as your return arrives at our warehouse, we check whether all items are still in their original condition and whether the return is correct. If this is the case, the refund will be initiated. The refund will be automatically credited to the account specified in your order. Please note that depending on the payment method, the refund may take up to 14 working days.

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