FAQs

How can I contact Terraora?

You can email us at info@terraora.de where our customer service team will be happy to help you with anything you need!

Do you ship worldwide?

Yes

Where do you ship from?

We ship from Berlin, Germany.

Can I change or cancel my order?

Because we aim to process orders as quickly as possible, you must request any changes/cancellations within 12 hours of placing your order. Any requests received after this time will be rejected. Your order may be returned upon receipt for a full refund.

Which payment methods do you accept?

We accept all common credit cards (VISA, Mastercard, AMEX), PayPal, Apple and Google Pay, but also local payment methods such as Klarna, eps transfer and others.

When will my order be processed?

All orders are processed and shipped from our warehouse. Please allow extra time to process your order during holidays and sales seasons. We process orders between Monday and Friday. Orders are expected to be processed the same business day and shipped the next day after the processing day. Please note that we do not ship on weekends.

How long does it take to receive my order?

Orders may take between 1-2 weeks to arrive.

What if I don't receive my order?

If you do not receive your order within 30 days of shipping, you are entitled to a full refund.

How can I return an item?

Please contact us at info@terraora.de

What if the items I received are defective/incorrect/damaged?

Please contact us if you have received goods that are incorrect, missing and/or defective. When receiving your package, please provide your order number, photos of the items and any related references. We will do our best to resolve your case as quickly as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card issuing bank if you have any questions about when the credit will be posted to your account. If you have not yet received credit for your return, follow these steps: Contact the bank/credit card company. It may take some time for the refund to be reflected in your account.

Can't find your question?

We are always available if you have any questions.
Simply write to us using our contact form and we will try to respond.