Can I change my delivery address afterwards?

Oh no — your order is complete and you still want to change your delivery address. Here’s the deal: once the order is complete and the shipping label has been automatically created by Deutsche Post or DHL, you can no longer change your address. Please send us a message directly via our contact form. We may still be able to intercept your parcel while it’s in transit and send it to your new desired address.

Where is my order?

Have you been waiting several days for your order from us? Sure, anticipation is the best part, but we totally understand that you’d prefer to have your lovely products yesterday rather than tomorrow.

If it hasn’t been five business days yet, sit back and relax — your order should arrive soon.

If more than five business days have passed, read on…

There are three possibilities for what may have happened to your order.

One of the products you ordered, which was made especially for you, wasn’t perfect enough and needs to be produced again. This can cause a delay of up to 1–2 days.

It was the postal service! Not out of malice, of course. You can be sure that we, as well as the postal services and DHL, always do our very best to make our customers happy. Sometimes, however, there are delays due to internal processes at the carrier that we cannot influence.

Your order could not be delivered, or it wasn’t picked up at your preferred DHL Packstation or a parcel shop. Sometimes you won’t find a notification in your mailbox. That’s annoying, but it happens. You can check the tracking link we send you by email once your parcel is on its way to see where your package currently is.

In case no. 3 your parcel will be returned to us. In that case we will email you, confirm your delivery address, and resend the parcel at our expense as a gesture of goodwill.

What is my tracking link?

When we dispatch your order, we send you a tracking link for DHL by email so you can follow your parcel. Unfortunately, there is no tracking number for large letters and standard letters. It’s possible that your mail provider blocks our email or that it ends up in your spam folder. Please check there as well.

I received a defective or incorrect item.

Oh no — that’s really frustrating. Especially since several pandas check the quality of your product before it’s sent to you. Because here’s how we see it: we want our products to send good vibes and love out into the world, and if you’re not happy, we’ve failed in our mission.

If something is wrong with a delivered product, please email us directly. Attach a photo if possible so we can examine the case right away and reply with a proposed solution. Don’t worry — we’ll resolve any issue quickly and without fuss.

I want to return my order.

Oh, that’s a shame, but it happens. Of course you have a right to return. Returning an item to us is easy. Pack your products well, include a note with your order number, your full name and optionally the reason for return, and send the order back to us.

librics GmbH & Co. KG

Mr. & Mrs. Panda

Adelheidstraße 4

30171 Hannover

After we receive your return, we will inspect it and refund you for the returned products.

We do not issue a free return label. The reason is that each order is actually made especially for you after we receive it and we don’t hold any stock. Therefore we donate returned items or put them in our surprise boxes and pass them on to our Panda customers at a discount. This way we act sustainably and make someone happy. For this reason we do not cover return shipping costs.

If you did receive a damaged product, just send us a photo so we can promptly arrange a replacement.

How can I contact you?

We know you’d like to call us. We’d love to talk to you on the phone, too. However, we have to admit that due to high demand we cannot offer telephone support. We do, however, stay in touch with you by email and reply to all messages on weekdays.

And the best part: this way we solve every problem (though there are no problems, only tasks to be solved) in the shortest possible time.

Just use our contact form or send us an email at post@pandaliebe.de

I forgot to order something. Can I add an item to my order?

Once an order is completed, we unfortunately cannot add any items. As soon as the order reaches us, the pandas begin producing your items. Since we ship from many packing stations, it’s not possible for us to intercept an order and add an item.

In this case you should simply place a new order for the item you want. Two is always better than one, as they say.

Can I pick up my order at the Panda Store in Hannover?

That would be so cool, we know. But we only deliver stock to the Panda Store as needed and don’t have the space on site to store customer orders. Therefore pickup at the store is unfortunately not possible.

Will I receive my order faster if I order on Amazon?

As soon as the order reaches us, we begin producing your items. It doesn’t matter whether you place your order via Amazon or our online shop. We don’t want anyone to wait, and we’re fast as rockets when it comes to producing and shipping our products.

Do you have more questions?

Here is the support form