You need help?

We offer the following payment options:

Credit card

A form will open where you can enter your credit card details. We will debit your account when we ship the ordered goods to you.

PayPal

You will be redirected to PayPal and have to log in and follow the instructions from PayPal.

Purchase on account (pay later with Klarna)

Pay by invoice after you have received the goods. Payment by instalments is also possible via Klarna (available in many countries).

Instant bank transfer

After completing the order process, you will be redirected to the corresponding homepage. Please log in and follow the instructions of the payment provider.

Amazon Pay

Simply log in to Amazon, select the desired delivery address and pay using the payment method stored with Amazon.

Google Pay

Simply sign in with your Google account, select the payment method of your choice (in your Google account) and order conveniently.

iDEAL

Please select your bank from the drop-down menu. This service is only available to customers who have a bank account with one of the banks listed.

Bank contact

Bancontact is a Belgian payment system through which consumers can make online transfers.

We will send you an order confirmation email after your successful order. You will also receive an email from us when your package is shipped and leaves our warehouse. If you have a customer account, you can view the status of your order at any time. If you do not have an account, you will find a link to your order confirmation page in the order confirmation email, where you will find all the details of your order again and also the tracking link once your order is shipped.

Within the EU, your order will reach you within 2-10 days (shipping from our warehouse in Germany). Shipments outside the EU usually take 5-14 days. You can find detailed information on shipping times for individual countries here.

If you would like to cancel your order, please send an email as soon as possible to service[at]heimplanet.com with your order number. As long as the order has not been packed, we can cancel it. After the successful cancellation you will receive an infomail and we will refund your payment immediately. 

If your shipment has already been prepared for dispatch, we are unfortunately unable to cancel the order. You can exercise your right of cancellation within 14 days of receiving the goods and return them to us.

Unfortunately, a direct exchange is not possible, as we cannot guarantee the availability of the desired product. If you would like to exchange an item, simply reorder your desired item and return your first order to us. We will refund the purchase amount within 14 days of receiving your return.

Alternatively, you can contact our customer service to check the availability of your desired product.

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Our newsletter is available in two language versions: for the English version click here - if you prefer the German version, just click here. 

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If your product is defective, please contact our service team by e-mail: service[at]@heimplanet.com

In order to process your request quickly, we need the following information from you:

Please send us a copy/picture of your invoice for the defective product.

2. in order to process the defect quickly, we require a detailed description of the defect and a few pictures of the defect.

3. please also send us your complete address in case the item needs to be exchanged.

If you have received a voucher code, you can enter the code in the box provided at checkout.

If your voucher code does not work, the code is either no longer active, has already been used or the promotion period has expired.

If your Gift Certificate does not work, please contact the store by email at service[at]heimplanet.com.

You can return your order within 14 days of receiving it. It is important that the products are unworn and returned in the condition in which you received them.

How to do it :

1. pack the items that you do not want to keep and return them in the condition in which you received them. Then you can simply put the items in a box, seal the package, stamp the package - please note that we do not cover the cost of returns - and send it to the following address: HEIMPLANET, c/o Veganbasics GmbH, Am Kiel-Kanal 2, 24106 Kiel, Germany.

After the parcel has been handed over to the shipping company, we recommend that you keep the delivery receipt in a safe place so that you are covered in the event that the parcel is lost by the shipping company.

After your return has been received, we will check the returned items and then issue a credit to your chosen method of payment. Please note that in the case of a complete return, any shipping costs incurred will not be refunded.

We can only guarantee you a full refund if all items are returned in the condition they were in when they were delivered. Items must not be damaged, soiled, washed, altered or worn (except for fitting). 

If items are returned, the purchase price will not be refunded and we will return the items to you. Please also note our return period of 14 days. Unfortunately, we cannot accept returns outside of this period.

Sets can only be fully refunded if all items included in the set are returned. If one or more products in the set, including the free product, are not returned, we will deduct the value of each individual product that is not returned from your refund.

If your ordered product(s) should have a defect, please contact our customer service immediately after you have received them. You are also welcome to send us photos of the defect so that we can find a solution for you as quickly as possible!

Here you can find our cancellation policy for consumers.

Here you will find all the detailed manuals for use of our tents - just click on them and download.

Fistral Manual

Kirra Manual

The Cave Manual

The Cave XL Manual

Backdoor Manual

Cloudbreak Manual

MAVERICKS Manual

NIAS Manual

In this video you will see how the initial setup of your new tent goes.

Sustainability is our focus, which is why our tents are designed to last a lifetime. To maximize the service life and avoid material damage, it is particularly important to store and care for your tent correctly.

You can find detailed information here.

In this video you will see how your tent can be repaired in case of damage using the included repair kit.