Can I change my delivery address after placing my order?

Oh no, your order is finalized and now you want to change your delivery address. Here's a heads up: once the order is completed and the shipping label has been automatically created by the postal service or DHL, you can no longer change your address. Please send us a message directly via our contact form. We might then have the opportunity to intercept your package during shipping 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 sweetest joy, but we understand that you’d love to have your delightful products as soon as possible.

If fewer than five business days have passed, sit back and relax. Your order will arrive soon.

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

There are three possibilities regarding what might have happened to your order.

One of the products you ordered, which was produced just for you, might not have been perfect and therefore needs to be remade. This can cause a delay of 1-2 days.

It could be the postal service’s fault! Not in a malicious way, of course. You can be sure that both we and the postal service along with DHL are doing our best to keep you happy. However, sometimes internal processes at the shipping provider lead to delays that are beyond our control.

Your order might not have been delivered because it wasn’t picked up at your trusted DHL Packstation or a nearby parcel shop. Sometimes you might not find any notification in your mailbox. It’s frustrating, but that’s how it is. You can track your package using the tracking link we send you via email once your package is on its way.

In the third case, your package will be returned to us. If that happens, we will contact you by email, confirm your delivery address, and resend the package at our expense as a goodwill gesture.

What is my tracking link?

When your order is shipped, we send you an email with a tracking link for DHL so that you can follow your package’s journey. Unfortunately, there is no tracking number for large envelopes and regular mail. It is possible that your email provider may block our email or it might end up in your spam folder—please check that 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 embarks on its journey to you. The idea is that our products are meant to spread joy and love, and if you aren’t happy, then we have not achieved our goal.

If something is wrong with a delivered product, please send us an email immediately. It’s best to include a photo so that we can promptly review the case and respond with a solution. Don’t worry, we resolve every issue quickly and straightforwardly.

I want to return my order.

Oh, that’s unfortunate, but that’s how it is. Of course, you have the right to return your order. Returning your items to us is very easy. Please package your products securely, include a note with your order number, your full name, and optionally, the reason for the return, and send your order back to us.

librics GmbH & Co. KG

Mr. & Mrs. Panda

Adelheidstraße 4

30171 Hannover

Once we receive your return, we will inspect it and refund the amount for the returned products.

We do not provide a free return label. The reason is that each order is made just for you after it is placed, and we do not maintain a warehouse. We either donate your return or include it in our surprise boxes to offer at a discount to our Panda customers. This is our way of acting sustainably and spreading joy.

For this reason, we do not cover return shipping costs.

If you have received a damaged product, please simply send us a photo of the item so that we can arrange a replacement without any hassle.

How can I contact you?

We know that you would like to speak with us on the phone and we would love to too. However, due to the high volume of inquiries, we are unable to offer telephone support. We are always available by email and respond to all messages on business days.

The best part is that this way, we can solve every issue (there are no problems, only tasks waiting to be addressed) in the shortest possible time.

Simply 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 finalized, unfortunately we can no longer add items. As soon as your order reaches us, the Pandas start producing your items. Since we ship from multiple stations, it is not possible for us to intercept an order and include an additional item.

In this case, you should simply place a new order with your desired item. Sometimes two is better than one.

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

That would be really cool, we know. However, we only deliver goods to the Panda Store as needed and unfortunately do not have the space on site to store orders. Therefore, store pickup is not possible.

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

Once your order reaches us, we begin producing your items. It doesn’t matter whether you place your order through Amazon or our online store. We don’t want to keep anyone waiting, and we are as fast as rockets when it comes to producing and shipping our products.

Do you have any further questions?

Click here for the Support Form