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FAQ

Order

How can I order in the HERZEN’S ANGELEGENHEIT online shop?

1. place your chosen item in the desired size in the shopping cart by clicking on the “add to cart” button. Then go to “Checkout”. 2.
2. now enter your billing and delivery address and select a shipping method. Currently only orders to Germany are possible.
3. here you also have the option to register as a customer by clicking on “open a customer account? Of course, you can also continue your order without registering. 4.
Next, please check whether the boutique automatically assigned to your postcode corresponds to your desired retailer. If not, you can change this by clicking on “Search for alternative dealer”. 5.
Afterwards, you can select the desired means of payment from our available payment methods. 6.
In the next step, check your order details and enter your voucher code if necessary. You complete the order by clicking the button “Order with obligation to pay”.
As soon as we have received your order, we will send you an order confirmation by e-mail. If certain items are not available or do not meet our quality level, we will inform you promptly by e-mail.

Is there a minimum order value?

No, there is no minimum order value.

How do I see which sizes are still available?

The stocks of our online shop items are updated regularly and at short intervals. All items displayed in our online shop are usually available. If, in exceptional cases, this is not the case and we are therefore unable to fulfil your order or cannot do so immediately, we will inform you of this promptly by e-mail.

Can I also order by telephone or e-mail?

No, unfortunately it is not possible to order by telephone or e-mail at present. You can only place orders via the HERZEN’S ANGELEGENHEIT online shop.

Can I also order via my mobile phone or tablet?

The HERZEN’S ANGELEGENHEIT online shop is optimised for mobile phones and tablets. You are therefore welcome to order from our online shop via your mobile phone or tablet.

How can I be sure that my order has been received by HERZEN’S ANGELEGENHEIT?

As soon as we have received your order, you will immediately receive an order confirmation by e-mail.

Is it possible to cancel an order?

You can cancel your order if the goods are not yet packed and ready for dispatch. To do so, please contact our customer service.

Can I change my order later?

Unfortunately, you cannot change or add to your order at a later date. If you wish to make any changes, please place a new order.

Why don’t I receive an order confirmation/dispatch confirmation?

Please also check the spam folder. Another possibility is that a different e-mail address was entered by mistake when placing the order.

Login / Registration

Do I have to register to be able to order from HERZEN’S ANGELEGENHEIT?

No, you can simply order without opening a customer account.

How do I register for the HERZEN’S ANGELEGENHEIT online shop?

Registration for our online shop is done by creating a customer account for the personal area “My account”. If you do not yet have a customer account, simply register by filling out the form under “Create new customer account” and assign yourself a password (at least 8 characters, consisting of letters and numbers or special characters). Your e-mail address is also your user name.

What are the advantages of registering?

The personal area “My account” offers you many practical advantages and facilitates future online shop purchases after one-time registration.
– You no longer have to fill in all the input fields again, such as address, payment method, etc., which saves you valuable time.
– Under “My account” you can manage your personal data or different delivery addresses.
– You will receive an overview of all your orders as well as the delivery status of your current order via DHL shipment tracking.

What if I have forgotten my password?

You can simply request a new password on the “My account” login page under the “Forgotten password” link. We will then immediately send you a link to assign a new password to the e-mail address stored in your “My Account” account.

What if I have forgotten my e-mail address or my user name?

In this case, please contact our customer service. Please provide the following personal data in this e-mail for identification purposes: Surname, first name, date of birth, full address and the e-mail address stored in your “My account” account.

Why is my login not working?

Please check whether the combination of e-mail address or user name and password is correct. When entering the password, pay attention to upper and lower case as well as possible spaces. You also have the option of requesting a new password link via the Forgotten password function.
If you need further assistance, please contact our customer service.

How can I subscribe to or unsubscribe from the newsletter?

Would you like to find out more about HERZEN’S ANGELEGENHEIT or keep up to date with attractive offers, promotions, events and trends? With the HERZEN’S ANGELEGENHEIT newsletter you are always up-to-date! You can subscribe to our newsletter here.
If you no longer wish to receive our newsletter, you will find the option to unsubscribe in every newsletter. Please use the function “Unsubscribe Newsletter”.

How can I change or delete my “My account” account data?

To change your account data, log in with your e-mail address or your user name and password under “My account”. There you can easily change your personal data.
You can have your “My Account” account deleted by our customer service at any time. To do this, we require a notification by e-mail stating your personal data.

Payment

Which payment methods can I use to pay in the HERZEN’S ANGELEGENHEIT online shop?

Paypal: PayPal is an online payment service that allows you to pay securely, easily and quickly. You will be redirected to the PayPal website at the end of the order process for payment. After successful payment with PayPal, you will be redirected back to the HERZEN’S ANGELEGENHEIT online shop. If you are not yet a PayPal customer, you can open a PayPal account during the ordering process and then confirm the payment. You can find more information about PayPal at www.paypal.de.
Klarna Sofortüberweisung: With the TÜV Saarland certified payment system Klarna Sofort you can pay securely and conveniently by direct bank transfer using your usual online banking data (PIN/TAN) and without registration. You can find more information under this link.
Credit card: We accept Visa and Master Card. The transmission of your credit card data is protected by a secure SSL connection (Secure Socket Layer). We process credit card payments via the payment service provider Stripe.

Can I redeem several voucher codes with one order?

No. In principle, only one voucher code can be redeemed per order.

Can I redeem a voucher at a later date?

Unfortunately, it is not possible to redeem vouchers at a later date. Vouchers must be redeemed directly in the order process.

What happens to my voucher if I return the order?

There are vouchers that can be used several times. Other vouchers, however, can only be redeemed once and therefore expire. Please note the information on the vouchers.

Shipping & Delivery

Shipping method Delivery time Shipping costs

DHL standard shipping Germany 1-3 working days 6,90€
DHL Standard Shipping Switzerland 2-5 workdays 15,00€
DHL Standard Shipping Austria, Belgium, Netherlands, Luxembourg, Denmark, Poland 2-5 working days 12,50€
*For orders from Mon-Thu until 12 noon

Are deliveries abroad possible?

Currently we can offer deliveries within Germany, to Austria, Switzerland, the Netherlands, Belgium, Luxembourg, Denmark and to Poland.

Can I also have my order delivered to a heart store?

Yes You are welcome to have your order sent to our Heart Stores. Please enter this request in the notes.

Can I track my order?

Yes, as soon as your order has left our premises, you will receive a shipping confirmation with a tracking code that you can use to track your order.
You can also check the status of your order under “My account” in the “Orders” section.

What do I do if my package does not arrive?

If your order does not arrive at your desired delivery address within five working days of receiving the shipping confirmation, please contact our customer service.

What can I do if my parcel is damaged?

In order to ensure that the damage to your order that you have reported is processed quickly, we ask you, as the recipient of the parcel, to file a damage report with DHL and inform our customer service about it.
To do this, take the damaged package with the remaining contents to your nearest DHL post office. Please note that a damage claim can only be submitted within 7 working days of delivery.
The damaged parcel will remain with DHL and can be returned to you once the claim has been closed. If you wish, it can also be returned to us.
Our customer service will then inform you about the further procedure.

Return

Can I return my items if I don’t like them?

If you do not like the items ordered in the HERZEN’S ANGELEGENHEIT online shop, if they do not fit or if you do not like them for any other reason, you can exercise your statutory right of withdrawal within 14 days without giving any reason. The period begins on the day on which you or a third party named by you, who is not the carrier, have taken or has taken possession of the last goods.

Please note that you can only return items ordered in the HEART’S STORE. Items purchased in a Herz shop or specialist shop can only be returned in the stores in compliance with the return period applicable there.

What do I have to do if I want to return an item?

If you do not like or fit the items ordered at HERZEN’S ANGELEGENHEIT, you can return them within 14 days. Please use the returns label enclosed in each delivery to return the items free of charge. You can also download and print out the returns slip yourself at any time in your user account.

Can I exchange an item?

Unfortunately, it is not possible to exchange items at present. If you have any change requests, please place a new order.

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