My account
Shopping cart
You have 0 item(s) in your cart

No products in the cart.

My account
Shopping cart
You have 0 item(s) in your cart

No products in the cart.

- Only today - Free shipping! Use code: dualFS

Choose an answer

  • How do I register?

    Registration is very simple and only takes a few moments. Follow this Link, choose a username and enter your email address. You will receive a confirmation email of your registration to the email address you listed. Once you confirm your email by clicking on the link in the confirmation email, your DUAL account will be all set and ready to go!

  • Can I change the details of my account?

    Of course! Simply log in to your account, and find the settings menu in the right upper corner of your screen. You will find all the information you need there – simply enter the changes you would like to make.

  • Is my information safe with DUAL?

    We treat all the information you give us confidentially, and you can rest assured that all your information is safe with us and covered by the privacy policy.

  • I’ve forgotten my password and can’t log into my DUAL account. What do I do?

    No worries. On the log in page, you will find a “Forgot my password” button. Simply click on it and follow the steps to resetting your DUAL account password.

  • The item I want to order is not available. What can I do?

    DUAL supplies according to availability. Sometimes it can happen that certain products are temporarily out of stock in certain warehouses. If this is the case, please contact us and we’ll check the availability of the product and let you know when you can expect it to arrive.

  • I would like to order a product. How do I do that?

    DUAL makes your shopping experience easy by keeping all our products available to you online. Simply click on a product and add it to your cart. You can continue shopping or complete the shopping process. Fill in your shipping and billing information, make sure your information is complete and finalize your order. You will receive an order confirmation email shortly after that.

  • Can I change the content of my shopping cart?

    Absolutely! Click on your shopping cart to view it and it will display all the items you’ve placed in it so far. You can change the amount of items by clicking on the – and + signs or remove them completely using the x button.

  • Can I change my shipping address?

    Of course. The order you’ve placed can either go to your registered address or to a different one of your choosing. If you want to change your shipping address, simply enter the new information when you’re placing your order.

  • How will I know when my order has been shipped?

    As soon as your order has been shipped, we’ll send you a notification email.

  • How can I check the status of my order?

    If you’d like to check the status of your order, simply log into your account and go to “My orders” page. It will display all your orders and the information you need.

  • Can I cancel my order?

    Yes, you can cancel your order or separate products by simply removing them from the order or the order list. You can cancel your order until it’s been prepared for shipping. If you’d still like to cancel your order past this moment, please consult our policy on returning the order.

  • I’ve received a defective product. What can I do?

    We are terribly sorry to hear this. Please contact us and let us know what the problem is and we’ll do everything we can to help you. Please provide us with the order number and some pictures of the product you received to speed up the process. We’ll get back to you with the solution as soon as possible.

  • I’ve received the wrong product. What can I do?

    We are terribly sorry to hear this. Please contact us and let us know what the problem is – which product you received and what you wanted to order and we’ll do everything we can to help you. Please provide us with the order number and some pictures of the product you received to speed up the process. We’ll get back to you with the solution as soon as possible.

  • My order is missing a product. What can I do?

    If you’ve ordered multiple products in one order, and one of them is missing, please consult your account for the status of separate items in that order. It’s possible the items have been shipped separately. If not, please contact us let us know what the problem is and we’ll do everything we can to help you. Please provide us with the order number and information on which product is missing and we’ll get back to you with the solution.

  • How can I pay for my order?

    You can pay for your order using either PayPal or via any standard credit or debit card. Your account will be debited with the amount due before the shipment of your order. You can choose your preferred payment option when you place your order.

  • I have a payment problem. What can I do?

    If you see the status “payment problem”, don’t worry. Enter your information again double checking you entered it all correctly. If the problem persists, please contact our customer support and our agents will look into the problem for you.

  • Why can I see an open transaction in my PayPal account?

    Once you have placed an order, the payment will appear in your account as open until we ship your products. The open transaction indicates that your pay is authorized to be executed.

  • How can I use a coupon code?

    If you have a discount code, once you have placed all the items in your cart, click on the option “Discount code” and enter it here. Click on “Use code” to apply it to the cart.

  • My discount code doesn’t work. What can I do?

    If you encounter problems with your discount code, double check if the code is still valid and that it can be applied to the item of your choosing. If the problem persists, please contact us and we’ll look into the problem for you.

  • I haven’t received my order. What can I do?

    Once your order’s been shipped, you’ll receive a shipment confirmation email. If the order has a tracking number, log into your account to track it. If there is a problem with the delivery of the order, it will show up there. If this happens, please contact us and we’ll try to locate your order as soon as possible.

  • How long does the delivery of my order take?

    Please consult your “My orders” page of your account for delivery information on specific orders.

  • Will I be charged for customs and import charges?

    That is possible. If the order is shipped outside of Germany, it can be subject to customs and import charges. The recipient of the package must then pay all applicable fees before receiving his order. Since we have no control over these fees, unfortunately we cannot provide information on the amount of the costs.

  • I won’t be home when my order is delivered. What do I do?

    Don’t worry. If you are not home to claim your package once it’s delivered, you will receive a notification card with all the information you need to claim your package.

  • I would like to return a product. How can I do this?

    Before you try to send back an order, you must contact our customer service team. Please provide us with your order number, the item you want to return and the reason for the return Upon receiving this information, we will send you a unique return number and all necessary information. Please pack the item safely and make sure that our return form has been packed. In the unlikely event that your item is lost along the way, you should keep proof of the return shipment. Proof of shipping costs nothing, but without it we will not be able to process your refund or replacement. If you claim a replacement but the product is no longer available, we will refund the original payment method used to purchase the item.

  • How long does it take to process a refund?

    Once we’ve received your return package, it takes about 5 working days to complete your refund. As soon as your order is refunded, we’ll send you an email to let you know. If you do not receive a refund after 10 working days, please let us know and we’ll look into the problem.

  • Will I also be refunded for shipping when returning an item?

    Our Satisfaction Guarantee Policy covers your expenses 100%, meaning we will refund you for both the price of the item and the shipping costs.