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Frequently Asked Questions  · How much is shipping? · How can I pay? · How long does delivery take? · An item is out of stock - when can I order it? · I placed an order and would like to add an item. · I would like to cancel my order.  · I received my order but some items are missing. Why wasn't my order complete? · I received my order. How can I return an item? · I received a defective item. · I received the wrong item. · I placed an order but I haven't received my delivery. · Is it possible to get a tracking mumber?  · My gift certificate code doesn't work. · I would like to use more than one gift certificate.  · I received my order. How can I return an item? · I received a defective item. · I would like to make a return.  · Do your stores have the same prices as the online shop? · Can I also use a store gift certificate online?  Top of the PageHow much is shipping? National Orders: Free shipping for orders of more than 20 EUR (within Germany)! The shipping fees for orders of less than 20 EUR are 2.90 EUR. International orders: The shipping fees are 12.95 EUR. We ship to the following countries: Belgium Luxemburg The Netherlands France Great Britain Top of the PageHow can I pay? Payment within Germany: Pre-Payment Immediate Bank Transfer VISA Mastercard Financing (orders over 150 EUR) Orders from Austria, France and Great Britian can be paid by pre-payment or credit card. Orders from the Netherlands, Belgium and Luxemburg can only be paid for by pre-payment. Top of the PageHow long is delivery? DHL On-stock items are ready for delivery in approx. 2 business days after payment is received This does not include DHL delivery times as we have no influence upon this. DHL normally delivers within 1 to 3 business days. If you would like faster delivery, then please select one day eXpress when ordering. Freight Delivery by Schenker normally takes place within 7 business days (not Saturday or Sunday) after the goods are collected. >> More Information under "Shipping Terms" Top of the PageAn item is out of stock - when can I order it? You can enter your e-mail address on the item's page and we will notify you as soon as the item is back in stock. Please note that only the items marked with ** are out of stock. Top of the PageI placed an order and would like to add an item. Items can only be added to your order if you did not select credit card or Sofortüberweisung payment. If you selected an other form of payment then write us an E-Mail with the items you would like to order. We can then add these items as long as your order has not been processed. Top of the PageI would like to cancel my order. Please send us an E-Mail with the order number and your name and we will cancel your order. Top of the PageI received my order but some items are missing. Why wasn't my order complete? Please note that large items such as care seats, beds, mattresses, gates and highchairs are shipped individually and your order could thus be in two shipments. Top of the PageI received my order. How can I return an item? In the event of a return, please include the completed return form included in the delivery because quick processing cannot otherwise be assured. The enclosure of the return form is not required in order to return an item. Please always include your bank information when returning an item. We also ask that you only use the return shipping label included in the delivery. With this label you can return the package free-of-charge at every DHL shop. If you would like to utilize another form of return transport, then we will not reimburse you for the shipping expenses caused or we will subtract these expenses from your refund. International deliveries do not include a return shipping label because we are not able to provide international return postage. We ask that you return the package with the least expensive postage. Please include a receipt for the postage in the package and we will then reimburse you for these expenses. Please include the completed return form included in the delivery in order to assure quick processing. The enclosure of the return form is not required in order to return an item. Please always include your bank information, including the IBAN and SWIFT codes, when returning an item. >> More Information under "Returns" Top of the PageI received a defective item. In the event of a return, please include the completed return form included in the delivery because quick processing cannot otherwise be assured. The enclosure of the return form is not required in order to return an item. Please always include your bank information when returning an item. We also ask that you only use the return shipping label included in the delivery. With this label you can return the package free-of-charge at every DHL shop. If you would like to utilize another form of return transport, then we will not reimburse you for the shipping expenses caused. If the idefective item has not been used then we will send you a new item. We have to send used items back to the manufacturer. Top of the PageI received the wrong item. Please send us a short message via E-Mail or give us a call and we will send you a shipping label in order to return the items. Please include the return form in the package being returned. Top of the PageI placed an order but I haven't received my delivery. Which method of payment (credit card, payment upon receipt or payment in advance) did you select? Please check whether payment has been made to our account. Was payment made with a different name? If so, then please provide us with the name of the person who made the payment. Top of the PageIs it possible to get a tracking number? You will receive your traking number in a separate E-Mail. Top of the PageMy gift certificate code doesn't work. Did you observe the minimum order value? When does the gift certificate expire? Please send us the code - if the error is the result of system error then we will add the gift certificate code to your order. Top of the PageI would like to use more than one gift certificate. Please use one code for the order. Then send us an E-Mail with your name and your order number and the gift certificate codes to be added to the order. We can then enter the additional codes to your order. Top of the PageI would like to make a return. In the event of a return, please include the completed return form included in the delivery because quick processing cannot otherwise be assured. The enclosure of the return form is not required in order to return an item. Please always include your bank information when returning an item. We also ask that you only use the return shipping label included in the delivery. With this label you can return the package free-of-charge at every DHL shop. If you would like to utilize another form of return transport, then we will not reimburse you for the shipping expenses caused or we will subtract these expenses from your refund. If you do not have a return postage label or a retun form then please contact us and we will send you the missing documents. As soon as your return is received we will check the problem and send the item back to the manufacturer for repair or exchange the item. Top of the PageDo your stores have the same prices as the online shop? No, the prices vary slightly. These prices differences are based upon, among other reasons, the high quality customer service in our stores. Top of the PageCan I also use a store gift certificate online? No, we are sorry but this is not possible. Your question has not been answered or your would like to place an order via telephone. Please call out hotline from Monday to Friday from 8:00 a.m. - 5:00 p.m. Telephone: + 49 1805 - 210 610 (0,14 €/Min. from German Fixed Network/ max. 0,42 €/Min. from Mobile) Please have your order or invoice number at hand. |
