Answers to frequently asked questions

With standard shipping, your parcel will usually be delivered within 3-5 working days. You can check the exact status of your order in your customer account under "Orders". As soon as the order is shipped, we will send you a shipping confirmation by email.

The status of your order will be communicated to you via email. You will definitely receive a shipping confirmation from us via email.

With our express shipping, the order is forwarded directly to packaging for further processing after purchase. At this point, changes are no longer possible. We appreciate your understanding.

Aus technischen Gründen erhältst du sowohl eine Versandbestätigung direkt aus dem Helene Fischer Shop, als auch aus von unserem System von EMP.

The products in our shop are not available in stores. Some of our products may be available for purchase on tour.

We will inform you about the status of your order by email. You will definitely receive a shipping confirmation from us by email.

Please contact us for a cancellation request via the contact form.

With our express shipping, the order is forwarded directly to packaging for further processing after purchase. At this point, changes are no longer possible. We appreciate your understanding.

If your order contains a pre-order product, we will deliver all ordered items together on the release date of this product. All items in an order are shipped together; we do not offer partial deliveries.

You can directly access your order and request a return via your order confirmation email. You will then automatically receive a pre-paid return label. Either show the QR code at a DHL drop-off point of your choice or print out the return label yourself.

You have 30 days to return items

We are very sorry that you received a damaged item. Of course, you can return the item within the statutory period. Please contact us using the contact form.

If you would like to exchange an item for a different size, you are welcome to place a new order.

The refund will be automatically issued to the original payment method after the return has been received and inspected.

Has your return credit not yet been refunded? You should have received the amount within 3-5 business days after receiving the confirmation of receipt. Please contact our customer service if this is not the case. Our colleagues will attend to your request immediately.