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Frequently asked questions


Customer account

How do I create a customer account?
In our online shop you will find the button "My account" in the upper right corner. Please enter your personal data and confirm the registration by clicking the "Continue" button at the right bottom.
What is the advantage of an user account?
If you have registered, you will be provided with a customer account which you can access at any time via the "My Account" button. After a successful registration, you can access your order history, change invoice and delivery addresses or subscribe / unsubscribe from the newsletter. In addition, further orders can be placed without complication and without re-entering personal data.
I have forgotten my password
If you have forgotten your password, you can simply use the "Forgot your password" function. Click on the "My Account" tab at the top and then go to "My Account".


What are the shipping options?
Within the US we deliver via standard shipping by USPS. We ship to Canada and Mexico with DHL's standard shipping. You also have the possibility to choose the express delivery for a small extra charge.
How long does it take to send an order?
All orders will be handed over to our shipping center continuously. The order will be hand over to DHL or USPS within 24 hours. You will receive a notification by e-mail with the tracking link, as soon as your order is packaged and picked up by the parcel service provider. There is no shipping at the weekend yet.
How long does delivery take?
We ship within 3-7 business days. Exceptions are the countries Canada and Mexico. Shipping may be extended by customs clearance. You can find more information on our delivery notes.
How much are the shipping costs?
Our shipping charges within the US are 5.00 USD. As soon as you reach an order value of 75.00 USD we deliver free of shipping costs. If you reach an order value of 200.00 USD the express delivery is free of charge. Standard shipping to Canada is $ 10.00. Here we offer free shipping as soon as you order value is at 150.00 USD or above. Express shipping to Canada costs 20.00 USD. From an order value of 250.00 USD the express delivery is free of charge. We can only deliver via Express to Mexico. The costs are 20.00 USD. Of course we also offer free shipping to Mexico as soon as you reach an order value of 250.00 USD.
Which delivery supplier is used for my shippment?
We use the USPS service for shipments within the US. Canada and Mexico are supplied by DHL.

Store Locator

How can I find a store near by?
In our online shop, you will find the store locator in the upper right corner. There you can check all stores which sell our products. Please inform yourself in advance if the store of your choice has your desired product in stock or can order for you, since not all stores have our complete range.
Can I try all the products in the stores?
Since the stores are independent retailers, they decide which items they have in their assortment. For this reason, we recommend that you first find the contact to the respective store and ask for the availability of the desired articles.


Order process

I have not received an order confirmation
After you have ordered in our online shop, you will receive an order confirmation by e-mail. If you did not receive it within an hour, this may have the following reasons:
  • Perhaps the wrong e-mail address was entered?
  • Has the e-mail been send to the SPAM folder of your e-mail account?
  • The order has not been successfully completed. Please check under "My orders" in your user account if the order has entered our system. If this is not the case, place the order again.
If none of the described cases are correct, please wait one day. Usually you will receive another notification about your order within this period. If this is not the case, please contact our Customer Service.
Can I change my order later?
Your order will be processed and shipped within a very short time. We can therefore guarantee fast delivery times but do not make any subsequent changes.

Payment options

How can I pay?
You can pay your order via credit card, PayPal and American Express.
Can I pay via PayPal?
Yes, a payment via PayPal is possible at any time. After completing the order with PAUL HEWITT, you will be forwarded to PayPal as usual, in order to complete the payment.

Minimum order value

Is there a minimum order value?
No, there is no minimum order value.

Discount codes

How can I redeem a discount code?
Enter the discount code in the checkout field to redeem it.
Can discount codes be applied later?
Please note that an order which has already been placed cannot be changed for reasons of data protection law and that retroactive crediting of the discount is not possible.
How often can I redeem a discount code?
Please note that all discount codes can be redeemed once per order and once per customer.
Are discount codes combinable?
The discount code cannot be combined with other discount codes and vouchers. Discount codes are not redeemable on sale items. A cash disbursement is not possible.
When is the discount with minimum order value valid?
If the discount code is only usable to a minimum order value and it is not reached at the end of the order, excluding the shipping costs, the discount code cannot be redeemed.
Am I eligible for my discount code when I return my order?
If you wish to use your right of return, the reduced purchase price will be reimbursed. There is no claim for reimbursement or replacement of the discount code.
Am I entitled to my discount code when I partially return my order?
We reserve the right to cancel the discount code if the minimum order value is subsequently undersigned.

After the purchase

Order status

Where is my package?
Once your order has been packed and is ready for dispatch, you will be notified by e-mail. In this message, you are told that your package has been sent and which shipment tracking number has been assigned. The shipment tracking number is not activated until the package service provider has collected and scanned your package. If the label has been created for your package after the dayly pick-up, you will be able to see a movement in the mailing list after the pickup on the following workingday.


How long can I cancel my order?
The withdrawal period is 14 days from the date of receipt of the goods. Please contact Customer Service in advance. Reimbursement of the purchase price is no longer possible after the deadline.


General information about the return processing
If you want to process a return, we handle this easy and fast!
If you would like to return goods to us, please contact our customer service via email at or via phone at +1 844 618 2598 (service hours 06:00 AM – 11:00 AM EST). Our customer service team will be happy to assist you in processing the return.

When requesting the return, please mention the following information in your email:

  • the order number as mentioned on the packing slip
  • the type and number of goods which you would like to return
  • the reason why you would like to return these goods
  • if you wish to exchange your product, let us know which alternative product you would like to get

Our customer service team will get in touch with you latest one business day after receiving your email or call.

False delivery or defect

How do I behave when I receive a wrong or defective product?
If you have received a wrong delivery or a defective item, please contact our Customer Service. We will send you the correct or an undamaged item as soon as possible. For the return, you will receive a return label, which will be sent to you by e-mail (please check your SPAM folder). You print this out and stick it on the package. Now you can post it free of charge at the post office.

Customer Service

How do I contact customer service?
By telephone you can reach the customer service from Monday to Friday under +1 8446182598 from 6 am to 11 am EST. You can also contact us by e-mail at You will receive a reply within 24 hours (Monday-Friday). Mails, which arrive at the weekend, will be processed on Monday in chronological order.