FAQ

Order

There is no minimum order value to shop in our online store. However, for orders below a certain value, we charge shipping costs as follows:

Within Germany: €4.95 for orders under €49.00
Outside Germany: €6.95 for orders under €79.00

You can view your order status in your customer account under Shipping and Order Status.

No, you don't have to be registered to place an order. Simply order via the guest account.

Payment and Discount Codes

Pay securely and conveniently via Shop Pay, Google Pay, Paypal, credit card, or purchase on account. You can find more information about payment on our Payment and Shipping page.

To redeem your voucher/discount code, you can enter it at any time during the checkout process.

Shipping and Delivery

We will gladly check your right to a refund if you no longer need the products you purchased. You can find all information about this in our cancellation form.

You can easily return your order:
To do so, go to "Orders" in your customer account and use the free return via DHL or, alternatively, create a return label here.

Please note: Returns within Germany are free of charge.
For returns from abroad (outside Germany), shipping costs must be borne by the customer.

Returns should be sent to the following address:

plus H GmbH & Co. KG
i.A. Prym Consumer Europe GmbH
Ahornstraße 59
08525 Plauen
Germany

If the items are in their original packaging, you can also return individual items from your order. You can find all information on this in our cancellation form.

Your order may have been sent in separate packages or was unfortunately no longer available. This can happen under certain circumstances, and we apologize for the inconvenience. Of course, you only pay for what you receive. You can find more information in your confirmation email. If an item from your order is still missing, please contact our Customer Service with the order number and the item number of the missing product. We will endeavor to resolve the issue as quickly as possible.

Should this occur despite our daily due diligence, we apologize. Please contact Customer Service with the order number and the item number of the product you received, as well as the item number of the item you ordered but did not receive. Depending on availability, we will try to send you the correct item as quickly as possible. If we no longer have the item in stock, we will issue a refund to the payment method you used to pay for the order.

The minimum order values for free shipping are as follows:

Within Germany: free shipping from 49.00 € merchandise value
Outside Germany: free shipping from 79.00 € merchandise value

My Customer Account

Log in to your customer account and change, delete, or add new addresses.

If you are a registered member, please contact our customer service to delete your account.

Don't worry - everyone loses their stitches sometimes! Simply enter your email address under "Forgot Password" and we'll send you an email with a link so you can set up a new password.

Questions about our products

In the past, we have experienced that the Color Snaps were not pressed firmly enough with the pliers. Therefore, we recommend attaching the Color Snaps with high pressure. However, should you encounter another problem, please feel free to contact our customer service.

To ensure your Color Snaps hold securely in jersey fabric without tearing, you should reinforce the fabric with "strong & safe" Power Dots or Vlieseline before punching the hole. Alternatively, you can also use faux leather or leather.

The disappearing marker vanishes when exposed to sunlight or during a wash cycle. However, before using the disappearing marker, we recommend washing the fabric to be processed. Otherwise, there is a risk that the disappearing marker cannot be removed from the fabric, as it may react with residues in the fabric.

Yarns contain a certain amount of moisture, which ensures good workability. However, if the yarn is stored in warm or heated rooms, this moisture can evaporate. It will be reabsorbed, however, as soon as the humidity is higher. Despite the evaporation of moisture, the running length of the yarn always remains the same.