FAQ

I've had bad experiences with other online shops. Is Stillklar reliable?

We're sorry to hear that - this isn't how online shopping should be.
At Stillklar, trust, clarity and quality are our focus. You can pay securely with PayPal , credit card, Apple Pay or Klarna .

Our customer service is always there for you – honest, uncomplicated and reliable .

How long will it take to deliver my order?

Your order will usually be processed and shipped within 1-2 business days .
The delivery time is 2-4 working days within Germany, depending on the shipping service provider.

As soon as your package is on its way, You will receive a shipping confirmation by email.
👉 You can find all the details in our shipping policy .

If I order on a Friday, will I receive my package over the weekend?

We currently only process and ship orders Monday to Friday .
We don't ship on weekends. Orders placed on Friday will therefore not be processed until Monday at the earliest.

Please plan for this if you need your delivery on the weekend.
Thank you very much for your understanding!

What if I want to receive my package on a specific date?

Of course, you can contact us at kunden@stillklar.de .

Our shipping team will take care of scheduling your order so that it ships on time.

I made a mistake with the delivery address – what can I do?

Please contact us within 12 hours of placing your order at kunden@stillklar.de and be sure to include the word “urgent” in the subject line.
Please provide us with the correct delivery details in your email.

After 12 hours, it's possible that your order has already been packed. In this case, we can unfortunately no longer change the address.
Thank you for your understanding!

Can I cancel or change my order?

If you would like to cancel or change your order, please send us an email to kunden@stillklar.de within 12 hours of purchase.
Be sure to include the word “urgent” in the subject line so we can prioritize your request.

After 12 hours, it's possible that your package is already ready for shipping – unfortunately, changes are no longer possible.

What happens if I am not satisfied with my purchase?

If you are not satisfied with your purchase, you can return the item within 30 days of receipt .
To do so, please send us an email to kunden@stillklar.de with the subject “Return” + order number (e.g. “Return – 12345”).

Please note:

  • The return costs are to be borne by the customer.
  • Items must be unused and in their original condition (including packaging, accessories, instructions).
  • Opened, damaged or personalized products are not eligible for return.

After checking your return, we will inform you about further processing.

Do the purchased products have a guarantee?

Yes. If a product has a manufacturing defect or malfunctions, we will, of course, replace it free of charge .

Please note:

You have 30 days from receipt to notify us of any defects.

Damage caused by improper use is not covered.

In this case, please send us an email to kunden@stillklar.de with the subject “Complaint” + order number (e.g. “Complaint – 12345”).

Are your products the same as in other shops?

Our products may sometimes look similar – but quality and service are our top priority.
We select carefully and pay attention to tested quality.

Should a problem arise, we will of course send you a replacement product free of charge .

What should I do if I receive an incorrect or damaged product

Please contact us at kunden@stillklar.de to start the return process.
So that we can process your request quickly, send us:

  • Your order number;
  • Proof of purchase (e.g. order confirmation);
  • A photo or video of the product (if applicable);
  • Your delivery address;
  • A telephone number for inquiries.

Subject: "Incorrect or damaged product" + order number (e.g. "Incorrect or damaged product - 12345").

How long does it take to process a return?

Once we have inspected your return, you will be notified by email.
If the return is accepted, the refund will be made via the original payment method within 14 business days.

Please note:

  • Banks or credit card providers may require additional processing time.
  • For items without defects, we only refund the product value (excluding shipping costs).
  • If you have not received a refund after 15 business days, please contact us again.