First, save the relevant PDF file to your device and then open it outside of the email. In many cases, the file can then be displayed without any problems.
If that does not work, please try a different browser, another device, or an up-to-date PDF reader.
What documents does the invoice email contain?
For deliveries within Germany, the invoice email usually contains:
- the invoice,
- the return form,
- the return label.
For deliveries outside Germany, the invoice email contains:
- the invoice,
- the return form.
No return label is provided for returns from abroad.
How do I open the PDF files?
Please proceed as follows:
- Open the invoice email.
- Download the desired PDF file to your device.
- Save the file.
- Then open the saved file separately.
Try not to open the PDF directly in the preview of your email programme, as display problems can occasionally occur there.
What else can I try?
If the saved file still cannot be opened:
- use a different browser,
- open the file on another device,
- use an up-to-date PDF reader,
- download the file fully again.
The file still cannot be opened
Please contact our Customer Service and let us know which documents you need.
We can then resend the requested documents directly as an email attachment.
What can I do if I do not have a printer?
If you need a printed return label for a return within Germany, we can print this in exceptional cases and send it to you by post.
In some exceptional cases, a mobile QR code for the return can also be created. This must be requested manually by our Customer Service and is not automatically available for every shipment.
Important notes
- Save PDF files to your device first before opening them.
- No return label or free return shipping is provided for international shipments.
- Please inform our Customer Service exactly which document you need resent.
- After a re-sending, please also check the attachment of the reply email.