---
title: I am having trouble redeeming my voucher/discount code. Can you help me?
description: Discount missing? Send us your order number and code – we’ll verify and refund or apply the discount afterwards.
---
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# I am having trouble redeeming my voucher/discount code. Can you help me?
If your order has already been completed but the discount has not been deducted, please send us an email with your order number and the voucher code. We will be happy to check the transaction for you and, if necessary, arrange for the discount to be credited or refunded retrospectively.
Possible causes for error messages:
- Some discounts are not redeemable for all products.
- If your discount code contains the word ‘code’ at the beginning, it must be entered exactly as it appears – for example, ‘Code-44x9F’ instead of just ‘44x9F’.
- Different discount promotions cannot be combined.
- A voucher that has already been used is no longer valid. This can also happen if a payment process is cancelled and the order is placed again. In this case, please contact us and we will check your code and either issue you with a new one or refund the amount retrospectively.
You can redeem vouchers directly in your shopping basket during the ordering process (not at the checkout). If a voucher is not accepted on the first attempt, it often helps to reload the page.
Vouchers can be combined with a discount code, as vouchers are considered a means of payment and not a traditional discount.
However, it is not always possible to redeem multiple vouchers at the same time.
If you would like to use multiple vouchers, please contact us – let us know your desired order, the voucher codes and your address.
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