Here you can find answers to the most commonly asked questions. If you still need help, don’t hesitate to contact our customer support team.
How and when do I get my invoice?
We send your invoice to the email address you provided when you placed your order. The email will be sent when your order is shipped and it might take a few days until you receive your invoice. If we can't reach you via email, we will send you the invoice by post.
You can also see all your invoices in MyAfterPay.
I haven't received my invoice, what do I have to do?
When your order is shipped we send the invoice to the email address you used to make the purchase. We recommend that you check your spam folder. You can also find all your invoices by logging in to MyAfterPay.
If you have trouble finding your invoice in MyAfterPay, contact our customer service.
Can I change the due date of my invoice?
I received a reminder but I have paid my invoice, why?
If this data matches to the payment information and the payment is still not confirmed, please contact our customer service on 030 7623 9239 or firstname.lastname@example.org and we will help you.
Tip! You can easily pay your invoices and schedule payments to be withdrawn on due date in MyAfterPay. On this way you will never miss a payment.
Have you received my payment?
If you are not sure whether your payment has been processed, you can also log in to MyAfterPay and see there if your invoice is in the history. It can take up to 3 working days before we receive your payment.
Which payment methods do I have?
Direct Debit (Lastschrift) - Pay your invoice by using our direct payment function in MyAfterPay. This is our quickest and easiest way to automatically settle your payment with the correct payment details and to ensure a quick allocation of your payment. Currently you can pay by SEPA direct debit. Simply enter your IBAN once in MyAfterPay and you will then be able to use it for future payments "with one click", too. Furthermore you can choose your desired payment date.
Bank transfer – You can easily pay the invoice directly by bank transfer. To be able to guarantee a correct allocation of your payment, we ask you to use the given payment information stated at the end of the payment email we sent you.
How can I change my IBAN?
How does installment work?
Please note that we do not need the contract back. This one is just for your information.
When do we offer installment payment?
When do I get my installment plan?
Delivery and Returns
I haven't received my order yet, why have you sent me an invoice?
What happens to my invoice if I return my order?
Contact the webstore that you ordered from and follow their instructions for how to make a return.
You can then log in to MyAfterPay and report that you have made a return to us. We will then pause your invoice and update the amount to pay.
MyAfterPay and Login
How do I log in to MyAfterPay?
You are also welcome to use your Magic Link:
with the Magic Link you can access your MyAfterPay account with just one click and without a password.
How can I change my billing address?
Your billing address will be automatically updated when you use your new address for your next order.
How can I change my personal information in my profile?
Then please contact our customer service and let us know about the changes. We will update the profile information in our system for you.
What is AfterPay FLEX?
What installment options are available?
What amount do I have to pay monthly?
What is the maximum amount that can be added to FLEX?
Maximum 1.500,00 €
Minimum 10,00 €
Once the partial payment for this invoice has been confirmed, you can add further invoices up to the maximum amount without having to fill out any further contracts, that is the reason why your Flex contract will include a total amount of 1.500,00 €.
How do I get a FLEX Payment?
1. Choose your installment amount and enter your data afterwards.
2. You will be forwarded to a confirmation page. You can download the individual agreement for your partial payment there; a copy can be viewed in MyAfterPay.
3. We will send you the contract with a prepaid envelope or you can print it out. The signed contract needs to be send to us by post within 28 days.
4. As long as we have not confirmed the contract, we show the invoice as "MOVED TO FLEX" in your history and you cannot make any changes in this time.
When we have accepted the contract you will receive a confirmation email from us. One month later the first direct debit payment will be made.
I don’t understand the contract that I received. What should I do?
Tel: 030 7623 9239
When does the debiting start?
What happens to my installments if I add new invoices to my FLEX card?
What happens if I can't pay an installment once?
If there are several failed debits in a row, we have to cancel the installment and the total amount is due.
How do I pay the installments?
Chat with us
Unfortunately our digital assistant Solvi is only available in German.
If you wish to speak to a customer support agent please use the contact form below.
Write to us
Use the form below to send us an email
Monday – Thursday