Frequently Asked Questions (FAQs)

Not necessarily. If you have a PayPal or Amazon account, you can complete your purchase with momox books in just a few clicks as a guest. In this case, you do not need to register.

Of course! When you set up a customer account, you can take advantage of a whole range of practical benefits:

• You can track your purchases in detail in your order history. Sometimes, for example, you cannot remember if or when you have already bought a particular book. The order history in your customer account quickly gives you an answer to this.
• If you need an invoice for your purchase, you can easily download it from your customer account through your order history. You can also do this retroactively for older purchases.
• Would you like to return something? You can also arrange returns directly in your order history.
• Have you moved house or changed your name? You can manage your addresses and personal information quickly and easily in your customer account.
• Your personal wishlist and newsletter management are in your user account.
• And, of course, you can deregister your customer account at any time.

Did you pay for your purchase with PayPal Express or Amazon Pay? If so, you probably placed your order as a guest and have not created a customer account yet.

However, if you have already created a customer account and logging in does not work, please reset your password. Simply click on the Forgot password link directly below the login field. If the problem persists, please contact our customer support team.

No problem. If you click the Forgot password link below the login field, an input field opens where you can enter your email address. Click on the Request password button. Please make sure that you enter the email address you provided when registering. You then receive an email with which you can reset your password.

Did not receive an email?

Please check your spam folder. If you cannot find a password reset email there either, use the search function in your email account to check whether you have registered with us using this address.

You can easily do this in your customer account.

Log in to your customer account as usual using the icon in the top right corner. Under Personal data on the right, select the option Show email and password. Then enter your new email address under Change email on the left.

Log in to your customer account using the icon in the top right corner. Then click on the watchlist button on the left. You then see a list of items for which the service is activated. There you can turn the back-in-stock email on and off for each item.

We take the protection of your data very seriously. You can find out how and for what purpose we use personal data when using our website here.

To delete your momox books customer account, please email your request to [email protected] and indicate that you would like your account to be deleted.

Our customer service team will arrange for it to be deleted and send you a confirmation email. You will also be unsubscribed from the newsletter, and the data about your previous orders will be anonymised in accordance with the applicable laws.

If you would prefer to speak to a representative directly, please contact us by phone at +49 30 488288 200 or via our contact form.

Please note that for deliveries to non-EU countries, additional country-specific taxes, import duties, and, if applicable, customs clearance fees and customs brokerage fees may apply, which you will need to cover. The amount of these fees, taxes, and duties depends on the respective destination country. Please inquire about the fees with the relevant authorities in the destination country. The delivery time is approximately 20 to 50 business days. The stated delivery time may vary due to external factors and depends on the respective shipping service provider and destination country for international addresses.

Your order will take three to five working days to ship.

By the way, within Germany we ship with DHL, Deutsche Post and Pin AG. Deliveries outside Germany are transported by other international companies. If your order was shipped with DHL as a parcel, you will have received a tracking ID in the shipping confirmation, which you can use to track the shipment. You can also view this tracking ID in the order history of your customer account.

You're almost finished shopping and have only two questions left before sending your order: How much does shipping cost for my order and how long will it take to arrive?

Shipping costs vary depending on the total amount of your order.

The country of destination is also a deciding factor in shipping costs and delivery times.

These overviews quickly give you answers to all your questions!

• Shipping is free for orders over 19 euros.
• For orders under 19 euros, shipping costs are 1.99 euros.
• The delivery time within Germany is 3 to 5 working days, but may vary depending on the shipping service provider. Please mind that delivery bottlenecks can affect the delivery time.

We ship all our packages in Germany with DHL Go Green. This means that the more than 8 million packages sent to momox books customers every year, as well as all returns, are shipped in a climate-neutral manner. This is another step towards reducing our ecological footprint.

The best part: Nothing changes for you. The service is free of charge and your orders will reach you just as quickly as you are used to!

Deliveries with a shopping cart value of €50 or more (does not include items in "new" condition) are automatically sent with tracking within Germany, at no extra cost. We can also send smaller orders with tracking on request .

Additional shipping costs apply :

For orders

• under 19€ the price is 3,98€
• and from 19€ only 1,99€.

It is important that the delivery address is within Germany. The delivery time within Germany for this shipping method is usually around 1 to 2 working days.

International shipping costs and delivery times (within and outside Europe)

• It is not possible to collect your order in person.
• Shipping costs listed here apply to all items ordered on momox books, including FSK 18 products. You can find more information about FSK 18 products here.
• Please note that items with the condition description New are always shipped separately. So if your order includes both items with the condition description New and items with other condition descriptions, you will receive two partial shipments.
• You can find information about shipping service providers here.
• All shipping rates mentioned here have been adjusted in response to changing global economic conditions and have been valid since August 9, 2022.

Due to the large number of individual items offered, it is not possible to provide further information on the condition or additional photos. We use sample images and apply standard details. If you have any questions about our descriptions of conditions, you can find all the essential information here.

However, if you would like more information about an item, we recommend doing your own research. Simply enter the ISBN of the book or the EAN into a search engine.
Please note that our customer support team does not have any further information about the products than what you see in the shop.

Yes, we also offer FSK/USK 18 items. You must be of legal age to order these items. You can find out about the special delivery terms for these items here.

The ‘back-in-stock’ email is a handy service that you can use if an item you are looking for is out of stock. You will receive an email notification as soon as your desired item is available again. To activate the notification, simply click on the ‘back-in-stock’ email button next to the relevant item. You can manage your ‘back-in-stock’ emails under ‘My Watchlist’.

Orders within Germany can be paid by invoice (Klarna), direct debit (SEPA), credit card, PayPal or Amazon Pay. Please note that you may not be able to use all payment methods. The payment methods may be restricted as a result of the credit check or for other reasons. Our customer service is unable to make manual changes. In this case, please use a different payment method.

Direct debit: If you pay by direct debit (SEPA), the invoice amount is automatically debited from your account. Simply enter your IBAN and consent to the invoice amount being collected. The amount will be charged after the order has been shipped. Please note that payment by direct debit is only possible up to an amount of EUR 50.00 per order transaction.

Credit card: We accept MasterCard, Visa and American Express. During the ordering process, you will be asked to provide your credit card details. This includes the credit card number, the security code and the expiry date of the credit card. Your credit card will be charged no later than the next working day.

PayPal: If you pay with PayPal, you will be redirected directly to PayPal during the order process. Log in with your user details and pay conveniently with just a few clicks. If you are new to PayPal, you can pay a few times as a guest or open a PayPal account directly and then pay. Your payment will be made within a few minutes and the order will be processed immediately.

Amazon Pay: When you pay with Amazon Pay, you will be redirected to Amazon Pay directly in your shopping basket, where you can pay conveniently with your Amazon account or the payment method stored there (credit card, direct debit or other). Please note: if you choose this payment method, the orders will not appear in your momox books customer account. So if you want to view your orders, this is only possible via Amazon Pay.

Invoice: We offer the invoice payment option in collaboration with Klarna. In the case of payment by invoice, the invoice amount of your order is due 30 days after receipt of the order. To be able to use the purchase on account, you need to have a billing address in Germany or Austria. In this case, delivery to a parcel locker is not possible. Our payment service provider Klarna will send you an email with information on how to settle your invoice within 24–48 hours of order shipment. If you can’t find your invoice, please check your spam folder. Customers from Austria will receive the payment information (Klarna invoice) within three days of order shipment. In some cases, the purchase on account may not be available to you, even if you meet all of the above criteria. In this case, please contact Klarna directly.

Vouchers: You can also pay for your order with a momox books voucher that you received from a sale at momox or during a marketing campaign. You can easily redeem your voucher via the voucher field in your shopping basket.

You can still change your payment method if you have not placed your order with the selected payment methods PayPal, credit card or direct debit. To change the payment method, click the ‘Change’ link after the originally selected payment method. However, once you have accepted the GTCs and the order has been shipped, it will no longer be possible to change the payment method.

If you paid for an order using Amazon Pay, it will not be listed in your momox books customer account.

You can view them at https://pay.amazon.co.uk/.

The shipping partner varies by country; while we generally partner with Asendia, this is subject to change based on the destination.

Depending on when your order is received, ordered items will be dispatched to our delivery service provider on the same or next working day after your order. No goods are handed over to our shipping partners on Sundays and public holidays. For deliveries to an address outside Germany, the delivery time varies depending on the region.

No, unfortunately this is not possible. As a purely online shop without brick-and-mortar branches, we cannot offer in-person order collection.

As we prepare your order for shipping as soon as it has been received, we are unfortunately unable to cancel it. However, you have the option of returning your order upon receipt. You can do this directly yourself via the order overview in your customer account.

The easiest way is to cancel your order via your customer account.
Sign in as usual using the icon at the top right of your customer account.
Then go to your order history by clicking on the corresponding button.
Select the order you want to cancel by clicking on ‘Ordered products’.
Then click on ‘Return item’ and select ‘I don’t like it’ as the reason for returning it.
Please also complete the revocation notice that you received with your order confirmation by email.
Alternatively, you can download the form here.
Include the completed return form with your shipment, ensure it is sufficiently prepaid at your expense, and send it back to us at the following address:

-momox books returns-
Am Alten Flughafen 100
04356 Leipzig
Germany

Once we have received and checked your return, you will receive a refund of the purchase price and shipping costs, if they were incurred by you. More information on returns can be found under ‘Cancellation policy’ in our GTCs.

It is not possible to cancel your order, as we initiate all steps for shipping immediately following receipt of your order and can no longer reverse this process. However, you can of course withdraw your consent. With this, you withdraw from the contract of sale. You can find detailed information about this in the FAQs under the question ‘How exactly does a revocation work?’. A return is when you send back your order. Returns are always made if you wish to cancel your order or if you do not want to keep an item after it has been unpacked for other reasons. You can find out how to arrange a return in the ‘All about returns’ section.

Unfortunately, an exchange is not possible for technical reasons. If you are not satisfied with an item, please send it back to us. Your return will be automatically refunded upon receipt at our logistics centre.

We do everything in our power to comply fully with our strict quality guidelines. Unfortunately, in rare cases it’s possible that we miss a defective item or accidentally send the wrong item. If you have received an item that does not correspond to the description of condition or is defective, incorrect, damaged or incomplete, please return it to us immediately. We apologise for the error and will promptly refund the purchase amount. The return is of course free of charge. Please note that an exchange is not possible for technical reasons.

You can easily arrange the return of your order via your customer account.
Log in to your customer account as usual via the icon in the top right corner. Next, click on the corresponding button to go to the order history. Select the order in question by clicking on Orders. Then click on Return item, select your reason for return and click on Create return. Finally, click on ‘Create return label’ to create the return label.
As soon as we receive your return, we will arrange a refund and notify you by email.

For returns outside Germany, we currently do not offer a free return label. In this case, please follow the same steps as described above, calculate the postage costs for the return shipment and inform us via our contact form so that we can refund the postage costs. Enclose a receipt for your expenses and provide us with a bank account that we can use for reimbursement.

Instead of returning an item, you can get a partial refund for it if you still wish to keep it, for example. If this is the case, please contact our support team using our contact form or by phone. You can reach us Monday to Friday from 9 am to 6 pm on +49 30 488288 200.

You can return your order within 14 days of receipt without stating a reason. Please send the item(s) you wish to return to the following address:

momox books returns
Am Alten Flughafen 100
04356 Leipzig
Germany

If you have any questions about returns or refunds, please contact our customer service.

That depends entirely on which payment method you used to place your order.

Invoices after payment on account via Klarna:

If you used Klarna for your payment, you will automatically receive your invoice by email from Klarna within 24 to 48 hours of order shipment. Customers from Austria will receive their invoice within three days of order shipment. If you can’t find your invoice straight away, please check your spam folder. If you can’t find the invoice there, please contact Klarna customer support directly. Always state your full name and your momox books order number as a reference.

Invoices after payment with other payment methods:

After payment with PayPal, credit card, direct debit (SEPA) or Amazon Pay, you will receive your invoice by email after your order has been shipped.
Do you have a momox books customer account? Then you can view and download all your invoices yourself.
Log in to your customer account as usual using the icon in the top right corner.
Then click on the corresponding button to go to your order history.
Then click on Download invoice next to the relevant order – done!

It’s easy! You can redeem your momox books voucher in your shopping basket. In the shopping basket window, you will find the voucher link in the bottom left corner. Once you click on this link, a field will open where you can enter the corresponding code.
Please note that when you subscribe to the momox books newsletter, the welcome voucher is only valid once. If you unsubscribe from the newsletter and then subscribe again later, you will not receive another voucher code. Further information about our voucher conditions can be found here.

To ensure safe and successful shopping on momox books we recommend that you always use the latest version of your browser. In addition, JavaScript must be enabled in order to use the full extent of the website.

Do you still have a technical issue? Then please contact our customer support team by email at [email protected]. The support team will help to resolve your issue directly or pass on your message to our technical team.