I HAVE NOT RECEIVED AN ORDER CONFIRMATION. HAS MY ORDER BEEN RECEIVED?
Within a few minutes after your order you will receive an order confirmation by email. From time to time a mail will end up in your spam folder. If you have placed an order with us but have not received a confirmation, please check your spam folder first – if your order has been successfully received by us, you should find an email from us there. You can’t find the order confirmation in the normal or spam folder? And you are sure that you really sent your order? Then please contact us at firstname.lastname@example.org, we will immediately take care of your request.
CAN I STILL CHANGE MY ORDER?
As soon as you have clicked on the order button, your order will be processed immediately by us, possibly it is even already in the post and on the way to you – so unfortunately we can not make any changes from this moment on.
I HAVE RECEIVED A WRONG ARTICLE.
Oops! that shouldn’t happen, we try hard with every single order. If you have actually received the wrong item, please contact us immediately with the following information:
- Order number (see original order confirmation)
- Which product did you want? Which one did you get?
- A photo of the wrong product
Please send your mail to email@example.com, we will take care of it and send you the right article immediately.
I HAVE RECEIVED A DAMAGED ITEM
We’re so sorry! If you have received a damaged item, please contact us immediately with the following information:
- Order number (see original order confirmation)
- A photo of the damaged product (please also if the package arrived broken)
All claims for damaged products must be made within seven days of the delivery date. Please send your mail to firstname.lastname@example.org and we will take care of your request as soon as possible.
HOW CAN I CANCEL MY ORDER?
You can cancel your order by simply exercising your legal right of cancellation. All you have to do is send us an email with the cancellation form. If the goods are already on their way to you, the direct return can be made by not accepting the goods. All legal details of the right of cancellation can be found further below under ‘Cancellation’.
HOW LONG DOES IT TAKE TO SHIP?
Every order is carefully packed and then brought directly to the post office. Once your order has been shipped, you will also receive a shipping confirmation by email from us. The shipping time depends on your place of residence: Within Germany your order should be with you within 3 to 4 working days, within the EU within 5 to 7 working days.
The indicated delivery times are the usual estimated delivery time of our shipping partners. Holidays, strikes, errors by the post office or at the address given, overloading of the post office or unforeseeable incidents can delay the delivery. Unfortunately, no guarantee can therefore be given for a specific delivery date.
TO WHICH COUNTRIES DO YOU DELIVER?
We currently ship within Germany and the EU, in addition to Switzerland, Liechtenstein, Norway and Iceland.
Here you can check if your country is included: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Switzerland, Spain, United Kingdom.
Your country is not listed? You still want to have one of our products? Then contact us at email@example.com, maybe we can find a solution together.
WHAT ARE THE SHIPPING COSTS?
Whoop Whoop: Bei einem Bestellwert ab 35,- Euro übernehmen wir die Versandkosten für dich. Bei einem geringeren Bestellwert berechnen wir ansonsten drei Euro Versandgebühr innerhalb Deutschlands und fünf Euro Versandgebühr für alle übrigen oben genannten Länder.
DO I HAVE A RIGHT OF RETURN?
You are not satisfied with your product? We can hardly believe that, but of course you can return your order within 14 days of receipt. However, we would be very pleased if you could tell us briefly what you were not satisfied with or what you imagined to be different. Your return will be processed within two weeks, refunds will be made using the payment method you used when you purchased the product.
Please note: Shipping costs for the return can unfortunately not be paid or refunded by us, so please make sure that your return has sufficient postage. Please simply send the return to us:
Dirr & Lange GbR
80469 Munich, Germany
HOW DOES AN EXCHANGE WORK?
If you like another of our products even better and you would like to exchange your ordered product, this is of course no problem! Please send us your ordered product back and simply re-order. Please also note the point ‘Do I have a right of return?’ above.
WHAT ARE THE ADVANTAGES OF OPENING A CUSTOMER ACCOUNT?
With a customer account you can shop even easier and faster in our shop. Your address details are already pre-entered on the order page. If you have also subscribed to our newsletter, you will receive selected special offers by email and will always be up to date on new products. Your account gives you full control over your orders and personal information.
HOW SECURE ARE MY DATES?
The protection of your personal data is very important to us. Of course, we comply with the provisions of the DSGVO and other data protection regulations. You can find out more in the data protection declaration. Your personal details are always transmitted to us in encrypted form using digital security systems. Our websites are protected by technical measures against damage, destruction or unauthorized access.
MY REGISTRATION IN THE ONLINE-SHOP DOES NOT WORK, WHAT CAN I DO?
Have you really entered the correct email address and password? If you forgot your password, you can simply request a new one under ‘My account > Forgot password’. You will then receive an email from us with a link to change your password. Very easy!
HOW CAN I PAY?
We currently offer the following payment options:
Credit Card: The simplest form of payment – we accept Visa, Mastercard and American Express. Your credit card details will not be stored by us.
PayPal: If you already have a PayPal account, you can simply pay this way. Or you can open an account at paypal.de with which you can shop in many online shops quickly and securely in the future.
IS A PURCHASE BY INVOICE, PREPAYMENT OR DIRECT DEBIT POSSIBLE?
At the moment we unfortunately only offer the purchase by credit card and PayPal.