Dr. Auge Geisterflamme

Where can I send my fan mail?
Arazhul Shop GmbH
Ludwig-Erhard-Allee Nr. 10
76131 Karlsruhe

How can I get an autograph card?
Autograph cards are currently only available in connection with special collections in the shop and cannot be purchased separately or added to other products.

Can I meet Roman in person?
Unfortunately, it is currently not possible to meet Roman in person. If you sign up for our newsletter, you will be informed about all upcoming events and activities.

Is there a minimum order value?
There is no minimum order value.

Can I place an order by phone or email?
Unfortunately, orders cannot be placed by phone or email. Orders can only be made through the online shop’s checkout process.

How do I know that my order has been received?
After completing your order, you will receive an order confirmation on our website. The confirmation email will be sent to you within 1–2 hours after placing the order.

Are the plush toys machine washable?
Yes, the plush toys can be machine washed at up to 30°C.

Can the plush toys be tumble dried?
Yes, the plush toys can be dried using the gentle cycle of the dryer.

How can I pay?
You can currently pay via PayPal, Shopify Payments, or Amazon Payments.

What are the shipping costs?

Germany: 4,99 € per Order (free shipping for orders over 70€)

Austria: 7,99 € per Order

Switzerland: 19,00 € per Order

• All prices are final prices and include VAT.
• Shipping within Germany is free for orders over €70.
• Return shipping costs, regardless of the order value, must be covered by the customer.
• Unfortunately, we have no influence on shipping costs.
• We ship exclusively from Germany. Therefore, the rates of our logistics partners (DHL, Deutsche Post) apply.

How long does shipping usually take?
Our goal is for your order to arrive within 5–7 business days after your payment has been received.

Support
Our support team is available for you daily via email:
shop@arazhul.de

Phone: +49 7243 9384 567
Telephone support availability:
Monday, Wednesday, Friday 08:00 - 13:00 Uhr

My item arrived damaged, incomplete, or incorrect – what should I do?

If your item arrived damaged, incomplete, or incorrect, please report this immediately via our returns portal:
https://shop.arazhul.de/apps/returns

Please do not attempt to repair or fix the item yourself. In most cases, uploading a few photos of the item is enough for us to quickly resolve the issue. We will review your case and find a suitable solution for you.

🔹 Plush toy accident?
If your favorite plush toy has suffered a serious injury, we can refer you to our specialists at the Plush Toy Clinic for professional help.

How does the return process work?

If you wish to return an item — whether for an exchange or a refund — please use our returns portal:
https://shop.arazhul.de/apps/returns

📌 Important note:

• We will cover the return shipping costs only if the error is on our side (e.g. incorrect or damaged item). In that case, you will receive a prepaid return label through the portal.

• If you wish to return an item for personal reasons (e.g. wrong size, changed your mind), you will need to cover the return shipping costs yourself.

I want to cancel my order – what should I do?

An order can be cancelled as long as it has not yet been shipped. Please submit your cancellation request directly through our returns portal so that we can review and process it as quickly as possible:
https://shop.arazhul.de/apps/returns

Have you checked our FAQs for your problem or question? Many of the most frequently asked questions have already been answered there.

Below, you will find the email addresses to which you can send your questions and suggestions. Our support team will get back to you as soon as possible.

You can reach our support team at the following email address:

shop@arazhul.de

We will respond to your email as soon as possible. Nevertheless, we kindly ask for your understanding that we cannot respond immediately.

For additional questions, our telephone customer support is also available. The telephone support team is available during the following times:

Monday, Wednesday, Friday: 8:00 - 13:30
Phone: +49 7243 9384 567