Frequently asked questions

We will be glad to answer your questions.

Service and order

When and how can I contact you?

We are personally available for you from monday to friday between 8:00 am and 4:30 pm.
Tel.: 0351 810 633 211

Can I change or cancel my already completed order?

After you have finished your order, it will be directly transferred to our warehouse for shipping. Therefore, changes are limited in time. If you want to change or cancel your order later, please contact us as soon as possible. We will try our best to implement your wishes.

I have not received a confirmation email? 
Has my order arrived?

This can have different reasons. If you have not received a confirmation at a later date, we will be happy to check the status of your order for you. Please also check your spam folder.

I have forgotten my access data - what now?

When you log in, you will find a field with "Forgotten password". Please enter the e-mail address you used for your registration. We will send you a link to your e-mail address to change your password.

Do I need to create a customer account to shop?

You can also order as a guest and create a customer account later.

What payment options are available?

You can pay in advance, Klarna purchase on account, PayPal or credit card. 
Please note that not all payment methods are available in every country.

Shipping, payment and delivery

Where is my package?

As soon as your goods are handed over to the shipping service provider, you will receive a notification with tracking information by e-mail to the e-mail address you have provided.

Are there any shipping costs for the return shipment?

Each order shipped within Germany is includes a prepaid DHL return label. We bear the costs of returns within Germany. For returns from abroad, you have to pay the postage costs yourself. 
Please send your return to the following address:
Tranquillo GmbH 
Meschwitzstraße 21
Haus 4
01099 Dresden

You can find more information under Shipping and returns.

Can I change the delivery address of my order later?

If your order has not yet been processed in our warehouse, you can still change your address. Please contact us as soon as possible with your order number and the desired address.
Tel.: 0351 810 633 211

How long does it take to get my money back? 

We will create a credit note as soon as we receive the return. Please note that the shipping, processing and verification of your return may take a few days. The credit will usually be refunded within 3 business days using the same payment method you used to purchase from us. In exceptional cases and for orders paid in advance, this may take a little longer, but at the latest within 14 days.

I no longer have the return label, what should I do?

If a return label was not included with your shipment, contact us by email or phone. We will send you a new return label by e-mail. Print it out and stick it on your package.

How to redeem a discount code?

Make sure to redeem the discount code in your shopping cart before completing your order. Discount codes cannot be combined with other promotions or redeemed retroactively.

My package has not arrived! What should I do?

As soon as your package has been handed over to the shipping company DHL, you will receive a shipping confirmation, including a tracking number from us. This allows you to check at any time where your order is currently located and when it is expected to arrive. If your package has not arrived at the specified time, contact us by phone from Monday to Friday between 8:00 am and 4:30 pm under 0351 810 633 211 or write us an email to

Please leave it to us to contact DHL and do not contact them yourself. Thank you very much!

My package or item is broken or damaged! What do I have to do?

Please send us photos of the damaged, unopened package and damaged contents as soon as possible to: 
Please do not return broken items to us.

My delivery does not match the order confirmation.

In this case, please contact the customer service:
Tel.: 0351 810 633 211

Can I have my order delivered to a Tranquillo store?

Have your order delivered free of charge to the store of your choice. You can select your preferred store in the order process and will be notified by mail as soon as your goods are ready for collection. This usually takes 2-3 business days.

Can I return my order at a Tranquillo store?

You have the possibility to return your online orders and store deliveries in one of our stores. All you need is your delivery bill with your order number.
The creation and payment of the credit note will be created after return to our central warehouse.

How long can I return items?

The return policy is 30 days, even for discounted items.

Can I exchange my item?

We do not offer a classic exchange. Please simply reorder the desired item in our store and send the other item back as a return. Please follow the instructions on the delivery & returns bill in your package.