FAQs
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How can I contact Farben Stepfer?
You can reach us by email at info@farben-stepfer.de. Our customer service will be happy to help you with anything you need!
Do you deliver nationwide?
Yes, we deliver to Germany, Austria, and Switzerland.
Where do you ship from?
We ship all orders from our warehouse in Germany.
Can I change or cancel my order?
As we process orders as quickly as possible, requests for changes or cancellations must be made within 12 hours of placing the order. Unfortunately, we cannot accommodate any requests received after this time. However, your order can be returned for a refund within the return period after receipt.
What payment methods do you accept?
In our shop, you can pay conveniently and securely with the following payment methods:
- PayPal
- Klarna
- SEPA Direct Debit Mandate
- Credit Card (Visa, Mastercard, American Express)
When will my order be processed?
All orders are carefully processed and shipped from our warehouse. Please note that processing times may be longer during holidays or promotional periods. We process orders from Monday to Saturday. Your order will usually be processed within 1–3 business days of receipt and shipped the following day. Please note that no shipping takes place on weekends.
How long does shipping take?
Delivery time within Germany is usually 2–5 working days; outside Germany, it can take up to 10 working days.
What happens if I don't receive my order?
Should you not receive your order within 14 days of dispatch, please contact us at info@farben-stepfer.de. If your package has not arrived after 30 days, you are entitled to a full refund.
How do I return an item?
Please contact us at info@farben-stepfer.de if you would like to return a product. Our customer service team will assist you and explain the next steps.
What do I do if I have received a faulty, incorrect, or damaged item?
Should you have received faulty, damaged, or incorrect goods, please contact us immediately. Send us your order number, photos of the item, and all relevant information. We will review your request as quickly as possible and find a solution.
When will I receive my refund?
Refunds are always processed via the original payment method. The refund will be issued within 7–10 business days of receipt of the return or approval of your cancellation request. If you have not received the amount after this time, please contact the institution you selected as your payment source.