FAQs

During Monday to Friday, we answer e-mails within 24 hours. If we are unable to deal with your concerns completely within this period, you will receive an intermediate answer, so you can be sure that your question is being processed.

Are your articles originals?

Yes. We offer in our shop exclusively original articles.

What is the warranty period of germandesignshop articles?

All products have the warranty period demanded by German law, but at least one year in any case.

DELIVERY

When is my order mailed to me?

Your order is processed immediately when we receive it. Delivery times of products are shown in the shop and also in your confirmation e-mail. In case something should change, we will get in touch with you. Products shown in the shop as immediately available are delivered to locations inside Germany within 3-5 business days.

How do I know that germandesignshop received my order?

After sending off your order, you will receive within a short time a confirmation e-mail from us. If you do not receive such a confirmation message, please contact our customer service.

Some products have delivery times of 4-6 weeks. Why is it not possible to deliver more quickly?

If an article you ordered is currently not in store, it has to be ordered at the manufacturer. The delivery time of the manufacturer depends in turn on the situation of its own stock. If they have the article in stock, delivery times can be shorter than announced. On the other hand, if the article has to be produced on demand (which is particularly possible for our craft products), it may happen in some cases that the delivery time exceeds the stated interval. The delivery times given in the shop are based on our experience, but actual delivery times are somewhat variable. But in all cases you can be sure that articles received by us are immediately shipped to you.

How much are shipping fees to locations inside Germany?

The shipping and handling fee for locations inside Germany is 5.00 € flat. If the total value of your order is at least 100.00 €, the shipping and handling fee is voided, except when explicitly stated otherwise in the shop, for example in case of additional charges for shipping and handling of bulky goods.

Usually we use HERMES for delivering our products. After your shipment has been mailed, you receive an e-mail containing a tracking code. With this tracking code (and your zip code), you can follow the delivery status of your shipment online at http://www.hermes.de.

Of course, the flat shipping and handling fee is charged only once, if for technical reasons we have to separate your order into several parcels.

Is it possible to change or cancel my order?

To change or cancel an order, you have to be registered at germandesignshop. Registered customers of germandesignshop can send change and cancellation requests under “Ihre Bestellungen” in the domain Ihr germandesignshop”. Change and cancellation requests have to be made within one hour after your order.

DELIVERY TO FOREIGN COUNTRIES

What is special to orders from foreign countries?

For delivery to locations inside the EU you have to pay the current German VAT (value added tax). Payments from foreign banks in an EU country are processed without additional transaction fees if you use our IBAN and SWIFT code for the wire transfer. If you do not provide these codes to your bank, we are charged a banking fee of 7.00 €, which we have to add to your invoice.

I provided a delivery address in Switzerland. Is the German VAT reimbursed?

For delivery to Switzerland, you can order as usual in the shop. You are charged at first the standard price including German VAT. If you are paying by credit card, we immediately reimburse the VAT to your credit card account.

I provided a delivery address in Switzerland. Are there additional costs involved?

Up to a total order value of 500.00 € the shipping and handling fee for Switzerland is 31.00 € flat. Orders of at least 500.00 € are delivered without a shipping and handling fee. Our delivery agent DHL charges in addition Swiss VAT and custom fees. We cannot provide information on custom matters. Your invoice contains a declaration of origin for your order.

How large are the shipping fees for foreign countries?

Shipping fees for foreign countries depend on the country and the weight of the shipment. For most of the european countries we charge 14,- Euro flat.You have the possibility to calculate shipping fees in advance in the shopping cart function of our shop. If you want your shipping fees automatically calculated for you, select the corresponding country inside the shopping cart function.

High-value orders are shipped without a fee. Shipping fees are in general voided if they are less than about 10% of the merchandise value. Delivery is usually handled by DHL.

Which payment options do you offer to foreign customers?

Orders from foreign countries are handled with payment in advance. Please wait for our invoice.

PRIVACY PROTECTION AND INFORMATION SECURITY

Information security and privacy protection are especially important at germandesignshop. We are constantly working on optimizing our security technology.

What happens to my personal information?

Personal information provided by you is stored and handled by germandesignshop in accordance with German privacy protection laws (Bundesdatenschutzgesetz and Teledienstdatenschutzgesetz). germandesignshop uses personal information of a customer exclusively to process his or her order, except if the customer demands additional service, like our newsletter. To be able to deliver the order, germandesignshop has to provide the delivery service (usually DHL) with personal customer information. The delivery agent may use this information only for the task of delivery. Any other use of customer information is not allowed.

What happens to my personal information if I subscribe to the newsletter?

For the use of the newsletter service and customer registration germandesignshop needs your explicit agreement because of the German privacy protection regulation mentioned above. You are asked for this agreement explicitly. If you decide later to cancel the newsletter, simply send a message to germandesignshop. We guarantee that your personal information, including your e-mail address, will not be forwarded to third persons. Of course, we will not sell your personal information to others under any circumstances.

How is my personal information transmitted electronically?

On this website, personal information is transmitted exclusively using the SSL (secure socket layer) protocol, which is currently one of the safest methods to encrypt information.

Non-personal information, which are for example created with any website access, are stored in a log file. This information is stored and used by germandesignshop for our statistics. It is possible that stored IP addresses allow user identification.

Does germandesignshop use cookies?

In some parts of its webpage, germandesignshop uses so-called cookies to give web based applets the possibility to organize the state of an online visit. This makes smooth navigation between individual contents of the website and saved user-dependent settings possible.

RETURNS AND COMPLAINTS

Is it possible to return products purchased at germandesignshop?

Of course. If a product does not satisfy your wishes, this is no problem with germandesignshop. Private customers can cancel their purchases within two weeks of receipt. After returning the shipment via mail, you will be reimbursed its value. To comply with the time limit, it suffices to send off the return shipment within the two week period. Your rights as a customer are protected by German law (the Fernabsatzgesetz).

What do I have to do in case of return or complaint?

Please contact us always via e-mail or phone before sending back any purchases in order to avoid unnecessary costs, for which you might otherwise be charged. If desired, we are happy to provide you with a label for the return shipment. Please note:

Please do not return purchases freight forward.

Please include a copy of the original invoice with the return shipment.

Please make sure the product is packed safely and use the included return label to send it back.

If you are returning a product from a foreign address, please contact customer service to mail@germandesignshop.com.

Who is paying the shipping fees for a return shipment?

If the sales price of the returned product is at least 70.00 €, we cover regular shipping fees. We do not cover any additional fees caused by freight forward returns.

Can I also return merchandise on sale?

Products on sale are excluded from return, except in case of reduced functionality.

PAYMENT OPTIONS

Which payment options are offered by germandesignshop?

Credit card

we accept VISA and Master Cardfor payments. All credit card information is transmitted using SSL encryption. For more information on SSL encryption, see here. In addition to the usual credit card information, we are asking on our order form for the credit card check code. This is a 3-digit security code in the signature field of your credit card. It is preceded either by the credit card number or its last four digits.

PayPal

PayPalis a dependable agent for secure direct online payments. With PayPal, paying for merchandises is as simple as sending e-mails. The special advantages are that the payment is credited to us immediately and the transfer is without charge to you. You can also use your credit card with PayPal. For this reason, PayPal can be recommended especially to foreign customers. Further information on PayPal is available under http://www.paypal.de.

Direct debit: You are giving us a direct debit authorization for your bank account. This authorization is also valid for future payments, but can be revoked at any time. We are debiting your account only when we are mailing the articles you ordered to you. Please take note that payment via direct debit is only possible if you have an account at a bank located inside Germany.

COD (cash on delivery): All fees incurred (currently 5.60 € per shipment) are charged to you. This option is not possible for furniture. Please note that for this option your billing address has to be the same as your delivery address.

The invoiced amount has been debited but I have not received my order.

For technical reasons, credit card and direct debit payments are charged to your account immediately after your order is mailed to you. The standard software used by us does not allow any other option. For this reason, the moment your account is charged is independent of the actual delivery of your purchases. Your payments are always guaranteed by Trusted Shops. Further information can be obtained at http://www.trustedshops.de.

The payment option I selected is not accepted. What is the reason?

If you select the payment option credit card or direct debit, and receive an error message after entering your information, the most common reason is a mistake in your entry. A credit card number contains 16 digits. The check code consists of the last three digits of the number on the backside of the credit card. If you are using the credit card or direct debit payment options, please enter all numbers without any spaces between digits.

If the COD payment option is not available, the billing address you selected is different from your delivery address. In this case, COD payment is not possible.

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