How do I reclaim a product?

Should an item in your order be damaged, not meet your quality expectations, or if a material defect occurs after using the item, please contact our customer service immediately. Write an email with your order number in the subject line to #email# Provide us with a description of the defect and how it occurred. Attach at least one photo to your description where the defect is clearly visible. Upon receiving your email, we will forward it to our complaints department and get back to you as soon as possible.

I live in Switzerland. Can I order from you without any additional costs at the door?

Yes. We deliver to Switzerland using DDP (Delivered Duty Paid) . This means: Customs clearance, Swiss VAT and import fees are included in the final price. No additional charges upon delivery. Shipping costs are displayed at checkout. Delivery time : Please note the delivery time information on the respective product page . For delivery addresses in Switzerland, we also recommend copiloo.ch : prices in CHF and local shipping options.

Welcome to our ordering and service help!

At Copiloo we understand that sometimes questions arise - be it about ordering, shipping or our products. That's why we created this help page to provide you with quick and easy answers to your most frequently asked questions.

Here you'll find information on everything related to your order - from checking delivery status to payment options and shipping details. We've made our answers clear and understandable so you can quickly get the help you need.

If you don't find what you're looking for, don't hesitate to contact our customer service team. B. to contact us via shop messenger. We are here to help you and make your shopping experience at Copiloo as pleasant as possible ✨

Answers to Frequently Asked Questions (FAQ)

Paypal, AmazonPay, Klarna invoice, instant transfer, credit card (Visa, Mastercard, Maestro, American Express), Shop Pay, Apple Pay, Bancontact, eps transfer and advance payment.

You can find a detailed list of our payment methods with explanations in our overview of payment methods .

Shipping at Copiloo costs a flat rate of €4.90 per package. Standard shipping includes a destination throughout Germany. From an order value of €79 your delivery within Germany is free of charge!

The shipping price to Austria and Switzerland will be displayed when you check out.

You can find more information on our shipping costs page .

We ship all orders via DHL promptly after receipt of payment. As a rule, it takes approx. 2-3 working days for your order to arrive within Germany. Shipping to other EU countries takes approximately 7 working days.

If your order has not arrived within 7 working days of dispatch, we will be happy to place a tracking order with DHL and check the shipment status again from our side. In this case, simply send an email with the order number to #email#.

Shipping to DHL packing stations is possible within Germany. Please include your postal number and the packing station including number in the delivery address.

As soon as we have packed your order and made it ready for shipping, you will receive a shipping confirmation by email. In this email you will find your tracking number and also the link for tracking the shipment.

Should an item in your order be damaged, not meet your quality expectations, or if a material defect occurs after using the item, please contact our customer service immediately.

Write an email with your order number in the subject line to #email#
Provide us with a description of the defect and how it occurred.
Attach at least one photo to your description where the defect is clearly visible.
Upon receiving your email, we will forward it to our complaints department and get back to you as soon as possible.

At Copiloo.de you have the option to return items within 14 days of receiving the goods. To initiate a return, please follow these steps:

Send us an email to #email# with the subject: “Return” and include your order number. You are not required to provide a reason for the return, but your feedback will help us improve our products and service.

Pack the items carefully in the original packaging and in perfect condition.

Send the package to the return address provided:

Copiloo
Römerstrasse 90
79618 Rheinfelden (Baden)
Germany

Please note that as a customer you are responsible for the shipping costs for returning the items.

Once we have received and inspected the returned goods, we will refund the entire purchase price of the returned items to the payment method used when ordering. The refund should be made within 2-3 working days from the date the package is received at our warehouse.

Frequently Asked Questions (FAQ) - Switzerland

Yes. We deliver to Switzerland using DDP (Delivered Duty Paid) . This means:

Customs clearance, Swiss VAT and import fees are included in the final price.
No additional charges upon delivery.
Shipping costs are displayed at checkout.
Delivery time : Please note the delivery time information on the respective product page .

For delivery addresses in Switzerland, we also recommend copiloo.ch : prices in CHF and local shipping options.

Delivery is usually handled by Swiss Post . Parcels and freight shipments receive a tracking link via email; letters do not have tracking . You can find the delivery time on the product page.

Orders placed via copiloo.de are billed in EUR . If you would like prices and an invoice in CHF , please order directly via copiloo.ch .

Yes. The process is the same as in Switzerland . You can see shipping options and costs at checkout; the delivery time is listed on each product page. Delivery is usually handled by Swiss Post or its partners.

Why we currently do not offer a dedicated hotline

We are a small family business and everyone pitches in just as much as in customer service. To ensure orders are shipped on time and nothing gets lost, we handle all support in writing .

Your benefits

Directly to the right person: Your message goes to the person who can best solve your issue – without being forwarded.
Transparent: Everything is clearly documented in writing, we can see the progress and provide targeted assistance.
Quick solution: You can send photos/evidence; we will review it and give you clear feedback.
No waiting: You'll get an answer as soon as it's our turn.

Call back if it makes sense

If a phone call is truly helpful – for example, regarding shipping/delivery notification, address or delivery issues on the day of delivery, complex complaints, or billing questions – we'd be happy to call you. Please include your phone number and a preferred time slot in your message.

Response times

We respond promptly on weekdays. During peak times it may take a little longer – we will get back to you as soon as your request has been reviewed.

e-mail

#email#

Send us your order number, a brief description, and – if helpful – photos/receipts. Please use the following subject line format: [Order number] – keyword. We will respond promptly on weekdays.

Shop Messenger

Direct message here on this page – ideal for quick questions and status updates. Please include your order number when contacting us about your order.

Notice

Please use one contact method per request. This will speed up the processing.