FAQ
FREQUENTLY ASKED QUESTIONS
ORDER
How can I order in the HERZEN'S ANGELEGENHEIT online store?
- Put your chosen item in the desired size in the shopping cart by clicking on the button "add to cart". Then go to "checkout".
- Now enter your billing and shipping address and select a shipping method.
- You also have the possibility to register as a customer by clicking on "open an account?” Of course, you can continue your order without registration.
- Afterwards you can select the desired payment method from our available payment methods.
- 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 via 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 stock of our online shop items is updated regularly and in short intervals. All items that are displayed in our online shop are usually available. If, in exceptional cases, this is not the case and we can therefore not or not immediately execute your order, we will inform you via e-mail.
Can I also order by phone or e-mail?
No, unfortunately it is not possible to order by phone or e-mail yet. 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 optimized for mobile. 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 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 shipment. For this purpose, please contact our customer service.
Can I change my order?
Unfortunately, you cannot change or add to your order later. If you have any change requests, please place a new order.
Why do I not receive an order confirmation/shipping confirmation?
Please check your spam folder. Another possibility could be 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 at HERZEN'S ANGELEGENHEIT?
No, you can easily order without opening a customer account.
How do I make an account for the HERZEN'S ANGELEGENHEIT online shop?
The registration for our online shop is done by creating a customer account under "My account". If you do not have a customer account yet, 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 username.
What are the advantages of registering?
The area "My account" offers you many useful advantages and simplifies future online shop purchases after the registration.
- You do not have to fill in all input fields like address or payment method again, which saves you valuable time.
- Under "My account" you can manage your personal data or create different delivery addresses.
- You get 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 email address stored in your "My Account" account.
What if I have forgotten my email address or username?
In this case, please contact our customer service. Please include the following personal information in this email for identification purposes: Last name, first name, date of birth, complete address stored in your account.
Why is my login not working?
Please check if the combination of e-mail address or username and password is correct. When entering the password, pay attention to upper- and lower-case letters as well as possible spaces. You also have the option of requesting a new password link via the "Forgot Password" function.
If you need further assistance, please contact our customer service.
How can I subscribe or unsubscribe to the newsletter?
Would you like to learn more about HERZEN'S ANGELEGENHEIT or be kept up to date on 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" data?
To change your account data, log in with your e-mail address or your username 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. For this, we need 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: Register for free and deposit your bank account or credit card. Select PayPal when paying and you will be taken to a secure payment page. After you have paid, your item will be shipped without Oui seeing your bank details.
Invoice Zinia: Select the Zinia purchase on account as payment method and send your order. After a successful credit check, your order will be confirmed. This usually takes only a few seconds. As soon as your goods have been dispatched, you will receive your invoice.
As soon as you have completed your order, you will receive an order confirmation, information about the shipment and the invoice. Zinia will ask you to pay. You will receive all payment details with the payment request.
Credit card: For payments with Amazon Pay, you can simply click on the button Pay via Amazon in the shopping cart. You can then select the desired payment method (e.g. credit card or direct debit) and the shipping address from your data stored with Amazon and complete your purchase with us.
Amazon Pay: For payments with Amazon Pay, you can simply click on the button Pay via Amazon in the shopping cart. You can then select the desired payment method (e.g. credit card or direct debit) and the shipping address from your data stored with Amazon and complete your purchase with us.
Can I redeem several voucher codes with one order?
No. In general, only one voucher code can be redeemed per order.
Can I redeem a voucher later?
Unfortunately, it is not possible to redeem vouchers later. Vouchers must be redeemed directly in the order process.
What happens to my voucher when I return the order?
There are vouchers that can be used several times by you. Other vouchers, however, can only be redeemed once and therefore expire. Please pay attention to the information on the vouchers.
DELIVERY
| Shipping method | Delivery time | Shipping costs |
|---|---|---|
| DHL Standard Shipping Germany + Austria | 1-3 business days | 3,95€ |
| DHL Standard Shipping EU countries | 2-5 business days | 6,95€ |
Are deliveries abroad possible?
We currently deliver your items to these countries: Germany, Austria, the Netherlands, Belgium, Bulgaria, Czech Republic, Croatia, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Latvia.
Can I have my order delivered to a HERZEN'S store?
Yes, you are welcome to have your order sent to our HERZEN'S stores. Please enter this request in the notes.
Can I track my order?
Yes, 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 requested delivery address within five business days of receiving the shipping confirmation, please contact our customer service.
What can I do if my package is damaged?
In order to ensure that the damage to your order reported by you is processed quickly, we ask you as the recipient of the package 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 package will remain with DHL and can be returned to you once the claim is closed. If desired, a return shipment to us is possible
Our customer service will then inform you about the further procedure.
Returns
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 other reasons, you can exercise your statutory right of withdrawal within 14 days without giving any reasons. 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 at HERZEN'S ANGELEGENHEIT. Items purchased at a Herz store or specialty store can only be returned at the stores, in compliance with the return period applicable there.
What do I have to do if I want to return an item?
SIf you do not like the items or if they do not fit, you can return them within 14 days. Please use the return label included in each shipment to make your free return.
You can also download and print the return label yourself at any time in your user account.
Can I exchange an item?
Unfortunately, it is not possible to exchange items yet. If you have any change requests, please place a new order.
