FAQ

Frequently Asked Questions

We will be happy to answer your questions.

Service & Order

When and how can I reach you?

We are personally available for you Monday to Friday between 8:00 a.m. and 4:30 p.m.
service@tranquillo-shop.de
Phone: 0351 810 633 211

Can I change or cancel my order that I have already completed?

Once you've completed your order, it will be sent directly to our warehouse for shipping. Changes are therefore only possible to a limited extent. If you would like to change or cancel your order afterward, please contact us promptly. We will do our best to accommodate your requests.

I didn't receive a confirmation email? Has my order arrived?

There can be various reasons for this. If you still haven't received a confirmation at a later date, we'll be happy to check the status of your order for you. Please also check your spam folder.

I forgot my login details - what now?

When you log in, you'll find a field labeled "Forgotten password." Enter the email address you used to register with us. We'll then send you a link to change your password.

Do I have to create a customer account to shop?

You can also order as a guest and subsequently create a customer account.

What payment options are available?

Paypal
Credit card (Mastercard, VISA, American Express, Maestro)
Klarna purchase on account (certain countries only)
Apple Pay
Google Pay
EPS (Austria only)
iDeal (Netherlands only)
Bancontact (Belgium only)
UnionPay (Japan only)

Shipping, payment and delivery

Where is my package?

As soon as your goods are handed over to the shipping service provider, you will receive a notification with shipment tracking by email to the email address you provided.

Are there any shipping costs for returns?

Every order shipped within Germany includes a prepaid DHL return label. We cover the costs of returns within Germany. For returns from abroad, you are responsible for the postage costs.
Please send your return to the following address:

Tranquillo GmbH
Meschwitzstraße 21
House 4
01099 Dresden
Germany

You can find more information under Shipping and Returns

Can I change the delivery address of my order afterwards?

If your order hasn't been processed in our warehouse yet, you can still change your address. Please contact us promptly with your order number and the desired address.
service@tranquillo-shop.de
Phone: 0351 810 633 211

How long will it take to get my money back?

We will issue a credit note as soon as we receive the return. Please note that shipping, processing, and inspecting your return may take a few days. The refund is usually processed within 3 business days using the same payment method you used to make your purchase. In exceptional cases and for orders with advance payment, this may take a little longer, but at the latest within 14 days.

I no longer have the return label, what should I do?

If your delivery didn't include a return label, contact us by email or phone. We'll email you a new return label. Print it out and attach it to your package.

How do I redeem a discount code?

Make sure to redeem the discount code in your shopping cart before completing your order. Discount codes cannot be combined with other promotions or redeemed retroactively.

My package didn't arrive! What should I do?

As soon as your package has been handed over to the shipping service provider DHL, you will receive a shipping confirmation from us, including a tracking number. This allows you to check the current location of your order and when it is expected to arrive. If your package has not arrived within the specified timeframe, please contact us by phone at +49 351 810 633 211 Monday to Friday between 8:00 a.m. and 4:30 p.m. or send us an email to service@tranquillo-shop.de.

Please let us contact DHL and do not contact them yourself. Thank you!

My package or item is faulty or damaged! What should I do?

Please send us photos of the damaged, unopened package and the damaged contents as soon as possible to: service@tranquillo-shop.de.
Please do not return any broken items to us.

My delivery does not match the order confirmation.

In this case, please contact customer service:
service@tranquillo-shop.de
Phone: 0351 810 633 211

Can I have my order delivered to a Tranquillo store?

Have your order delivered free of charge to the store of your choice. You can select your preferred store during the ordering process and will be notified by email as soon as your order is ready for pickup. This usually takes 2-3 business days.

Can I return my order to a Tranquillo store?

You have the option of returning your online orders and in-store deliveries to one of our stores. All you need is your delivery note with your order number. The credit note will be created and paid out after the return to our central warehouse.

How long can I return items?

The right of return is 30 days, even for discounted items.

Can I exchange my item?

We do not offer a traditional exchange. Please simply reorder the desired item from our shop and return the other item. Please follow the instructions on the delivery and return slip included in your package.