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FAQ

We have prepared a collection of frequently asked questions.

If your request is not listed or answered sufficiently here or if you have questions about our products, please contact us via our Contact form.

1) Items

1.1 General Questions

Where can I find more information about a product?

On handelsturm.de every product has it’s own product page where you can find the most important information. You can also access the page by entering the item number in the search field. If any information is missing or if you have further questions please contact us via our Contact form.

Does the color of the item exactly match what is displayed on my screen?

No. Unfortunately, due to different screen settings and screen types, there are always colour differences compared to the original. We have no influence on this, as only very expensive professional screens are nearly colour-true and every customer has adjusted their screen slightly differently.

Does the product have exactly the specified dimension / weight?

Probably not. Since most of our products are handmade, they may vary slightly in size and weight.

Is there a care instruction for my item?

We have care instructions for many items.

I would like to purchase an item I bought some time ago, but I cannot find it on the website.

Probably this product is no currently not available and does not show up on the shop site. You are welcome to contact us for further info Contact form.

I would like to have an item made in a certain size or colour.

As a rule, we are not able to have products made to measure. Nevertheless, some standard sizes and colours are possible. Please note here that we have a minimum quantity of 10 or more pieces for such orders.

1.2 Availability of our products

Why are some items sometimes sold out?

Our products are made by small crafts-collectives. Therefore production and delivery can be irregular.

When is a sold out item available again?

For some out-of-stock items we can provide delivery dates, please contact us for more info. Otherwise, you can also log in on the product detail page and simply have us notify you when the item is back in stock again.

Can I have a look at the items in Berlin?

Unfortunately that's not possible. We have no shop or showroom in Berlin.

2) Orders

How does the order process work?

Please add the desired items to the shopping cart. Afterwards you have the possibility to create a user account, but an order without a user account is also possible.

Alternatively, you can also order by email. Simply send us the desired article numbers together with your delivery and billing address to: verkauf@handelsturm.de.

Your order will be processed and you will receive a proforma invoice and, if desired, a Paypal payment request.

What happens after I have placed my order?

After the order process you will receive an email with the order confirmation. Please check again if all data is correct. If something is not correct, please send us an email as soon as possible.
In the attachment of the order confirmation you will also find our terms and conditions as well as the cancellation policy with the cancellation form.

What if I need to cancel an order?

Please inform us as soon as possible about your cancellation request, so that we can cancel the delivery before it is dispatched.
Unfortunately it is not always possible to stop your package before shipping.
If you want to cancel after shipping this will be treated as a normal revocation.

3) Payment and Invoice

How can I pay for my order?

For customers outside of Germany we currently offer the following payment methods:

  • Prepayment: Please transfer the invoice amount to our bank account. You will find our IBAN and further information in the order confirmation.
  • PayPal: Pay easily and conveniently with PayPal. With PayPal you can also pay with your credit card. A registration with Paypal is not necessary.
  • Credit card: We offer credit card payment option through our payment service provider Stripe. For credit card payments, the 3D Secure procedure is used.
  • Sofort: With “Sofort” you can pay directly from your online bank account by wire transfer. The merchant will immediately receive a confirmation of your payment and can ship the goods quickly. Sofort is offered by our payment service provider Stripe.

How do I receive my invoice?

You will find your printed invoice in the red envelope attached to your parcel.

I need a copy of my invoice.

No problem, we will gladly send you a pdf. Please send us an email or use the contact form. If possible, please state your order number.

I have returned an item, how do I get my refund?

We always refund the same way we received your payment.

When will my package be shipped?

We ship every day between mondays and fridays. Your package will be sent on the next shipping day after your payment has arrived. You will receive a shipping confirmation with a tracking link. Please note that it may take a few hours until the tracking link starts working after receiving the email.

4) Delivery and Shipping Costs

Why are you charging shipping costs?

Shipping costs something and also has a value. Therefore we charge a flat rate for shipping and handling for orders up to a certain amount. Our tip: Order together with friends or family members and reach the minimum order value for free shipping (only within Germany). You can find our shipping costs here: Shipping Policy.

Which parcel service is used for shipping?

We currently ship from Germany with DHL and GLS. Certain items can only be shipped with one or the other due to their size or weight. However, many orders can also be shipped with both parcel services. If you prefer a parcel service, please send us a mail right after your order. If possible we will then ship with the desired parcel service.

When will my shipment arrive?

You can find our delivery times here: Shipping Policy.
After shipping, you will receive an email with a link with tracking information for your parcel.
There you can track where your shipment is currently located.

I am a customer outside Germany. What do i need to consider?

We ship to the entire EU and Switzerland. You can find the shipping costs here: Shipping Policy.
Our shipping companies DHL and GLS work together with national parcel services in many countries, which are responsible for the delivery. Often such packages receive a second tracking number after being transfered to the regional shipping service. Please note the tracking of your package.
Our Team speaks German and English. For other languages we generally use translation software.

I have not received my parcel.

Please check your tracking first. Unfortunately it happens from time to time with all parcel services that the customer was not found and did not receive a notification card. Often such packages are then left with a neighbour or delivered to a near-by parcel shop.
If you're still experiencing difficulties with the delivery please contact us via the Contact form.

How will my order be packed?

We have a lot of experience in shipping our items and a great team at our shipping warehouse. We pack every order individually and pack even large and heavy items almost unbreakable for shipping. Should there be any damage during shipping, please contact us so that we can take care of it.

Express delivery.

We do not offer express delivery. Most of our items are so large that such a delivery would be very expensive.

5) Returns

I have received a faulty or incorrect item. What happens now?

Please contact us via the contact form or by email. We will discuss the further procedure with you and if necessary send you a return label by email.

I would like to return an item.

You can return items within the scope of your right of withdrawal. Please read our Withdrawal Policy.

6) Commercial Customers and Institutions

I am a reseller, yoga teacher, representative of a school / need the items for my business. Are there special conditions for commercial customers?

Yes, we are happy to support your business with our products and have special conditions for you from a certain order volume. Please contact us and tell us about the number of items you would like to purchase.

Intra-community delivery to EU countries.

If your company is located in the EU but outside of Germany, we will be happy to supply you without VAT according to the reverse-charge procedure. Please contact us before ordering so that we can check your VAT ID and adjust the invoice accordingly.

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