Frequently Asked Questions
Everything you need to know about orders, shipping, and returns.
Shipping & Delivery
Where do you ship?
We currently ship to all countries within the European Union. Orders outside the EU are not available at this time.
How long does delivery take?
Orders are dispatched within 1–2 business days of purchase. Delivery across Europe typically takes 48–72 hours once shipped, depending on your location and the carrier. You will receive a tracking number by email as soon as your order leaves our warehouse.
Which couriers do you use?
We work with leading international carriers — including DHL, DPD, and UPS — to ensure reliable, trackable delivery across Europe. The carrier assigned to your order may vary by destination.
How much does shipping cost?
We offer free shipping on all orders over €60 across Europe. For orders below €60, a flat shipping fee of €5.90 applies regardless of destination.
Can I track my order?
Yes. Once your order has been dispatched, you will receive a confirmation email with a tracking link. You can use this to follow your shipment in real time directly on the carrier's website.
Return & Refunds
What is your return policy?
You have the right to return any item within 14 days of receiving your order, without providing a reason. Products must be returned in their original condition and packaging. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
How do I start a return?
To initiate a return, please contact us at info@comely.de with your order number and reason for return. Our team will guide you through the process and provide return instructions within 1–2 business days.
When will I receive my refund?
Once we have received and inspected the returned item, your refund will be processed to your original payment method within 5–7 business days. You will receive an email confirmation when the refund has been issued.
What payment methods do you accept?
We accept all major payment methods, including Visa, Mastercard, American Express, PayPal, Klarna (buy now, pay later), Apple Pay, Google Pay, and all other options available through Shopify Payments. All transactions are processed securely.
Is my payment information secure?
Absolutely. All payments are processed through Shopify Payments, which is PCI DSS compliant. Your card details are never stored on our servers. All data is transmitted via SSL encryption.
Products & Warranty
Are your products certified?
Yes. All Comely products are CE marked and EU RoHS compliant. Each product undergoes rigorous safety and durability testing before it reaches you.
What warranty do your products carry?
All Comely products come with a 2-year warranty covering manufacturing defects and hardware failures under normal use. This is in addition to your statutory rights under EU consumer law. If you experience any issue within the warranty period, please contact us and we will resolve it promptly.
Can I use Comely products in any EU country?
Yes. All our lighting products are designed and certified for use across the European Union and comply with applicable EU electrical safety standards. Standard EU plug types are provided where applicable.
Orders
Can I modify or cancel my order after placing it?
We process orders quickly, so modifications or cancellations are only possible within a short window after purchase. Please contact us at info@comely.de as soon as possible. If your order has already been dispatched, you will need to follow our standard return process.
I haven't received my order — what should I do?
First, check the tracking link in your dispatch confirmation email. If the tracking shows no movement for more than 5 business days or if you have not received your order within 10 business days of dispatch, please contact us at info@comely.de and we will investigate immediately.
Can't find what you're looking for?
Reach our support team at info@comely.de — we typically reply within 1 business day.