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Orders, order status & changes to open orders:

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We do not charge your credit card / Paypal / Apple Pay account for your order before your order is shipped. This means your order will be shown as not paid until your order is packed and ready for dispatch.

In case your payment can not be charged upon dispatch, we will hold your package and send you a new link for payment. As soon as your payment is registered, your package will be dispatched. In case your payment is not received after our third email and 10 days from packing, we will consider this as a wish from you to cancel your order. You are of course welcome to reorder.

# Once your order is placed, you will automatically receive an order confirmation via email. If you haven't received it within a few minutes, please check your spam/junk folder. You can also log in to your iMusic account to see your order history and confirm that the order has been registered.
# You can track the progress of your order by logging into your account and clicking on 'My Orders'. All your orders are listed here. You can get a quick overview of your order status by looking at the color of the order number:
  • ▪ Yellow: We are waiting for items to arrive from our suppliers or to be allocated to your order, if on stock.
  • ▪ Green: All items have arrived and are allocated to your order. Your order is prepared for shipping shortly.
  • ▪ Light Blue: Your order has been shipped from our warehouse.
  • ▪ Orange: Your order is ready for shipping but your payment could not be captured. Please place a new payment authorisation.
  • ▪ Red: Cancelled order.

If you open your order details, you will find more specific information about each order, including the expected date for dispatch of your order. Once your order is shipped (Light Blue orders), you will also find your tracking link on the order page. Please note that the color codes used for individual order lines (the specific products) have a different meaning than the above mentioned color codes used for the overall order number.
# Yes! As long as your order is still waiting for items from suppliers and ready for shipment yet (yellow order status), you can add new products to it yourself. How to do it:
  1. Log in to your account.
  2. Add the new item(s) to your shopping cart.
  3. Go to checkout. If you have an eligible open order, you will see the option to 'Add to open order' and follow the instructions on your screen.

After completing payment, the contents of your shopping basket will be added to the selected order and will be shipped as soon as the last item on this order has been received at our warehouse. Please note: This feature is unfortunately not available for orders shipping to the UK or Switzerland. This is due to strict customs regulations and VAT collection limits (IOSS) tied to the total order value. If you are ordering from these countries, please contact our customer service for assistence or place a seperate order.
# As long as your order has not yet entered the packing and shipping process, you can change or cancel your entire order or single products in your order free of charge. Please contact our customer service as soon as possible with your order number. Once an order is being packed and prepeared for handover to the carrier, we can no longer cancel or change it. Please note that it might take a little longer to handle written requests. Give us a call, if shipping time is close, to be sure we can reach to stop your order. If your order has already been dispatched, you still have the right to cancel your purchase under our Right of Withdrawal. In this case, you can return the items to us once you receive them. Please have a close look at our Return Policy for more details on how to return an item, the conditions for a refund and why we do not recommend returns from countries outside the EU.
# Whether your order is active and what action you may need to take depends on its current payment status. You can find a detailed description, including wording and the color codes, on the order page under 'My Orders' in your customer profile.
  • ▪ Light Yellow / Yellow (Active): Your order is fully active. If the payment authorization has expired (common for pre-orders), don't worry – we are still securing your items. We will send you a secure link to re-authorize the payment shortly before we are ready to ship.


  • ▪ Orange (Action Required): Your items are ready and your order is prepared for shipping, but we could not capture the payment. Your order is on hold until payment is resolved. This usually happens if your payment authorization has expired or there are insufficient funds. To get your package sent, please complete the payment via the link sent to your email or through your customer profile as soon as possible. If your payment is not re-authorized after approximately 2 weeks and you have not reacted to our payment reminders, your order will be cancelled due to missing payment.


  • ▪ Green (Active): All items have arrived and are being prepared for packing and shipping. We will process your payment as soon as your order is ready for dispatch. Should any issues arise with the payment at this stage, we will contact you immediately by e-mail. We recommend you to keep an eye on your mail box and your spam filter.


  • ▪ Red (Inactive): Your order and any open payment authorizations have been cancelled.
# The most common reasons for an order not having shipped yet are:
  • Waiting for items: Your order contains items that are 'Expected to be ready for shipping' in a certain number of days or delayed from our external suppliers.


  • Pre-orders: Your order contains a pre-order item that hasn't been released yet.


  • Combined shipping: We ship your order once all items have arrived.

Check your order confirmation or the order information in your customer profile to see the expected delivery time for each item. The item with the longest dispatch time determines when your order will be shipped from our warehouse. In the event of delays, you will find additional information on the order page in your customer profile, while we also endeavor to keep you updated via email.
# Yes, as long as your order is not yet being prepared for shipment, you can easily update your shipping address yourself.
How to do it:
  1. Log in to your account and go to 'My Orders'.

  2. Open the specific order you wish to modify.

  3. Find the shipping address field and click on 'Edit address' in the upper right corner.

Now you can update your shipping address as needed. Once an order is being processed for shipment or has moved to the status 'Light Blue' (shipped) and left our warehouse, no further changes can be made.
Important Exceptions: Please contact our customer service for assistance, if you need to change your Delivery Method or the country of destination.
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To keep shipping costs as low as possible for our customers, we generally wait until all items in your order have arrived at our warehouse before shipping your package in one go.

If your order contains both 'In stock' items, pre-orders, or items on order with a slightly longer delivery time, the entire shipment will wait for the final item to arrive before being dispatched.


If you need part of your order sooner:
  • Before ordering: We recommend placing two separate orders—one for the items currently in stock and one for the items with a longer lead time.
  • After an order is placed: If you have already placed an order and wish to have it split into two shipments, please contact our customer service.

Please note: An additional shipping fee will apply for the extra delivery, as we incur new freight costs from the carrier.