One question, three ways to reach us.
Write to us, talk to our assistant or check the frequently asked questions. You can reach us in person Monday to Saturday from 10 am to 5 pm.
Choose what helps you faster.
For your shipping status, the assistant is usually the quickest route — she looks directly into your order. Anything someone from the team needs to check is better sent to us in writing.
Write a message
Describe your request in a few sentences — with your order number if you have it to hand. Your message goes straight to our team, and the reply comes by email. Works around the clock.
Talk to Andrea
Andrea is our AI assistant. She tells you the current shipping status, answers questions about products and notes down everything else for our team. Have your order number and postcode ready.
Look it up yourself
Having trouble fitting? The fitting instructions show every step with pictures — for car mats, EVA mats and seat covers. Further down you'll also find the questions we're asked most often.
We only accept cancellations, withdrawals and returns in writing. Andrea can take down your request, but she can't decide on it — a person always does that. The safest way is to write to us at hilfe@premiummatten.shop or use the form just below.
Tell us what it's about.
Three quick steps, then your request is with our team. You'll immediately receive a confirmation email containing your case number.
Rather talk? Andrea is listening.
During the conversation, Andrea looks directly into your order and tells you the same status our team sees. Anything she can't answer, she notes down and passes on.
- Have your order number ready — format PM and four digits, for example PM1234. Plus the postcode of the delivery address. Andrea can only give you order details once she has both.
- The conversation is not recorded. No recording or transcript is made — only a short written summary of your request is stored for our team.
- She only takes down cancellations, withdrawals and returns. The decision is always made by a person, in writing — so you can prove it later.
- You need a microphone and have to allow your browser access once. It works the same on your phone as on your computer.
Clicking loads the assistant and allows your browser to access the microphone. Nothing is loaded or recorded before that.
Stuck, or would you rather write? Go to the form or write directly to hilfe@premiummatten.shop. You can reach us in person Monday to Saturday from 10 am to 5 pm.
What we're asked most often.
You can send your message around the clock — the confirmation with your case number arrives immediately. Our team handles requests Monday to Saturday between 10 am and 5 pm, in the order they come in.
It's in your order confirmation email and starts with PM, followed by four digits. Search your inbox for ‘Premiummatten’ — including your spam folder. If you can't find it, write to us via the form using the email address you ordered with; we can find your order from that.
We handle these cases in writing only — so that both you and we can later show what was agreed and when. Write to us via the form or at hilfe@premiummatten.shop. Andrea can take down your request, but she isn't allowed to decide on it. The details are set out in our refund policy.
First take a look at the fitting instructions — every step is illustrated there, and the most common pitfalls are explained separately. If that doesn't help, write to us via the form. A photo of the fitted mat helps us enormously: it usually shows us straight away where the problem lies. You can simply attach it as a reply to our confirmation email.
No. Andrea is an AI assistant, i.e. a computer program. She also says so herself at the start of every conversation. If you'd like to speak to a person, say ‘team member’ during the conversation — she'll then take your details and someone from the team will get back to you.
The conversation is not recorded. No recording or transcript is made. Only a short written summary of your request is stored, so that our team knows what it's about — just like with an email. More details in our privacy policy.
We don't have a telephone hotline. If you'd rather talk than write, Andrea is the direct route — she runs in your browser, all you need is a microphone. Everything else is handled in writing via the form or hilfe@premiummatten.shop.
Nothing here that helps?
Then just write to us directly. Ideally with your order number, your car model and — if it's about fitting — a photo. That way we can usually manage without further questions.
Available Monday to Saturday, 10 am–5 pm