The most important questions & answers regarding your order:
Where is my order?
First, we would like to sincerely apologize if your order is experiencing delays. We always strive to produce and ship your orders as quickly as possible. Sometimes an item doesn't meet our quality standards in production, so we remake it for you. Alternatively, the shipping may take a little longer, which is beyond our control as a small manufacturer. If an order hasn't reached you after one business week (excluding weekends and public holidays), please contact us.
What is my tracking link?
We send you a DHL tracking link via email when your order is shipped so you can follow your package. Unfortunately, large letters and standard mail do not have a tracking number. It is possible that your email 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.
We are truly sorry about that. Our shipping pandas do their best every day. Nevertheless, it can occasionally happen that we forget to include an item or that an item arrives damaged because it was damaged in transit. Please contact our Panda Support with a photo of the product, and we will immediately send you a replacement.
I would like to return my order.
Of course, you have the right to a return. Simply send your return package to
librics GmbH & Co. KG
Mr. & Mrs. Panda
Adelheidstraße 4
30171 Hannover
Please include a note with your order number, your name, and a brief reason for the return so that we can refund you as quickly as possible. Please note that we do not provide return labels. This is because each order is produced by hand especially for you, and as a small manufacturer, we cannot be compared to large retail shippers.
If I order today, when will my order arrive?
As soon as we receive your payment, we begin producing your items. Depending on the size of your order, this takes 24-48 hours. Afterwards, the order is immediately shipped. Depending on whether your order is sent as a parcel (1-3 business days delivery) or by post (1-2 business days delivery), it will reach you within 2-4 days.
How can I reach you by phone?
Unfortunately, we are currently unable to offer telephone support. However, you can reach us via our contact form. Messages are answered Monday through Friday.
I forgot to order something. Can I add an item after placing my order?
Once an order is completed, we unfortunately cannot add any further items. As soon as your order reaches us, our machinery starts working and the pandas begin producing your items. Since we ship from multiple dispatch points, it is not possible for us to intercept an order and add an item.
In this case, you should simply place a new order and order your desired item separately.
Can I pick up my order at the Panda Store in Hannover?
We deliver merchandise to the Panda Store as needed, and unfortunately, there isn’t enough space on site to store orders. Therefore, in-store pickup is not possible.
Will I receive my order faster if I order on Amazon?
As soon as your order reaches us, we begin producing your items. It does not matter whether you place your order through Amazon or our online shop.
