Hobby service with heart
We're here for you. Personal, honest and reliable.
General questions
What are your service hours?
- Our customer support is available to you during the following times:
- Monday to Thursday from 09:00 to 16:30
- Friday from 09:00 to 15:00
Please note: If we are particularly busy, we may help out in the warehouse and may not always be able to answer the phone immediately. However, we are always available by email and will get back to you as soon as possible. Feel free to write your request to info@taschengelddieb.de or use our contact form.
When do your Games Workshop new releases pre-orders start?
New releases will be available for pre-order in our online shop every Saturday at 11 a.m. CET. We generally offer all new releases. Please note that we do not accept pre-orders before the official release date and cannot provide binding price information before the pre-order period begins.
Can you reserve pre-orders for me?
Unfortunately, we cannot reserve products in advance.
How do I know my order was successfully submitted?
After completing your purchase, you should be directed to a confirmation page. You will also receive an automated confirmation email within a few minutes of placing your order. This email confirms that your order has been successfully submitted to us. This email may end up in your spam folder. If you still cannot find this email, please contact our customer service team. Alternatively, you can view your order in your customer account.
When will you process my order?
If all items in the order are currently available, your order will be processed as quickly as possible (see also Shipping Information). We process orders chronologically. Please keep in mind that no shipping takes place on weekends and courier services only collect from us Monday through Friday. During periods of exceptionally high parcel volume, processing times may be slightly extended.
My order contains products that are available at different times. When will I receive my order?
If you opt out of partial delivery during the ordering process, we will ship all items in your order together as soon as all items are available. If partial delivery is selected during the ordering process, an additional charge will apply (see also Shipping Information). The partial delivery option is recommended if not all products in an order are in stock, but the available goods are to be shipped immediately. If the partial delivery option is selected, all available items from the order will be shipped to you as quickly as possible.
My order hasn't arrived yet - what now?
- Check the shipping confirmation: Have you received a shipping confirmation by email? You will find the tracking number for your order there.
- Check your customer account: If you haven't received a shipping confirmation, you can view the status of your order in your customer account. It is easy to overlook shipping times or miss that part of the order will only be available later (e.g. with pre-orders).
- Keep weekends & holidays in mind: No packages are prepared for shipping on weekends and holidays.
- Check your mailbox & ask your neighbors: Check your mailbox for a delivery notification or ask your neighbors if they accepted a package for you.
If your package still cannot be located, our customer service team will be happy to help! Please provide your name, your delivery address and the order number so that we can help you quickly and comprehensively.
My item is being returned to you as my address was not found or I did not receive a delivery notification.
If an item is returned to us because of an incorrect address or because it was not picked up from the parcel shop/store, we will notify you by email. If we do not receive a response, we will cancel the order after 7 days and refund your money. If you would like your package to be resent, we will cover the additional shipping costs for you once!
I am a union member. How can I claim my benefits?
Shipping and Guarantee: You do NOT need to select anything in the checkout menu except your preference for DPD or DHL as the shipping method. The fastest shipping processing will be automatically assigned to your order as soon as it is in our system. Furthermore, orders from Syndicate members retain the 6-month exchange right.
Syndicate Vault: You can find the link in your confirmation email for the Syndicate. To view it, you must be logged into the shop with the account for which you purchased the status.
Can I change or cancel my order after it's been placed?
Add items to your order:
As long as your order has not yet been processed too far, we can add more items. However, this is only possible if you paid via PayPal or in advance. Once an invoice has been created (meaning your package has already been packed), no further changes are possible.
Remove or exchange items:
If you would like to remove an item from your order or exchange it for an item of equal or greater value, this is possible as long as the order has not yet been finalized. You can find more information about cancellation in our cancellation policy.
Cancel your order:
You can cancel your order as long as it has not yet been prepared for shipping. If the package is already on its way, you can refuse delivery or initiate a return later.
I placed two orders - can I combine them?
It is possible to combine orders as long as the individual orders have not yet been prepared for shipping and the same payment method was used. Please note that we cannot add pre-orders to an existing order from our standard range!
Can I return my order?
- If you have a complaint or simply wish to exercise your 30-day right of exchange, please contact our customer service team (info@taschengelddieb.de) and include the following information:
- Order number of the item in question
- Photos clearly showing the problem
- A description of the problem that is as accurate as possible
Alternatively, you can find our cancellation form here .
What happens if one or more items in my order are no longer available?
Sometimes suppliers or manufacturers discontinue products without prior notice, or we receive fewer items for pre-sale than we ordered. As a result, we may sometimes be able to offer fewer items for sale than originally planned. If you are affected by this, we will notify you and offer an alternative or a refund. If you have ordered an item and received a confirmation email, the item is definitely reserved for you—even if it is no longer available in the shop.
Do I have to pay for my order immediately?
We do not offer payment by invoice. If you place an order with us but do not complete the payment, your order will be canceled after a certain period. If you would like to pay later for a pre-order, please send an email to customer service.
Where do I redeem vouchers or discount codes?
You can find the input field for vouchers and discount codes on the last page, the so-called checkout. For some payment methods, you may first be redirected to the payment provider's page. The discount is then applied directly to the final amount. Different discount codes cannot be combined.
Do you have regular special offers?
We regularly offer deals and special promotions on our "Hehlerware", which change every Friday at 11:30 a.m. There are also additional discounts on special occasions, such as Black Friday. Keep an eye out, as there are always smaller promotions and special offers on various products!
To make sure you don't miss any of the latest promotions, it's best to sign up for our newsletter!
Do you offer discounts for bulk orders?
No, we do not offer discounts on bulk orders. Our focus is on offering fair prices to all customers, regardless of the order quantity.
I am a business customer - can I buy from you and do you offer special conditions?
No, we do not offer special terms for commercial sellers. Our range is intended exclusively for end customers.
What is the purpose of the "Notify when available" field in the item details view?
If an item is out of stock, you can enter your email address here and receive a notification as soon as the item is available again.
Can I find you on social media?
On our social media pages, you'll find all the latest news from the tabletop world. Follow us here to stay up to date with the latest news in our community! We're also always happy to see your comments on Instagram and Facebook. Share your progress on your latest hobby projects with the Taschengelddieb community or ask our social media team your questions.
Do you support community events in the tabletop gaming sector?
Yes, we have a special registration form for our Community Alliance. There you can register your event and the colleague in charge will get back to you regarding whether we can support your event or perhaps at a later date.
Can I apply for a job with you?
Yes, if we are currently looking for employees, we are always happy to receive applications – especially from hobbyists who bring their passion for trading cards, tabletop games, and everything related to our product range! You can find open positions on our website. Just take a look or contact us if you have any questions about job opportunities. We look forward to meeting you!
