Orders

As soon as our system has successfully processed the order process, we will send you an email confirming receipt. And we will contact you again as soon as we have shipped your order.

There are various reasons why orders are automatically rejected or canceled before delivery. Either we need to make a change to the order (stock availability, product update, discontinued models, etc.), there are problems with delivery or payment, or we need further information from you. In all cases mentioned, we will inform you in advance by email.

Cancellation occurs if the product you ordered is no longer available, we are no longer supplied by the manufacturer or it has since been purchased in our branch by other customers.

When paying by credit card, we may request additional documentation before confirming the order to avoid the order being declined by your bank. If such documents are required, we will contact you by email.

The most common reasons for rejection include incorrect information about places of residence, telephone numbers or email addresses. Please check your entries and try to complete the order again or select a different payment method. Rejections or cancellations also occur if our system detects an attempted fraud. Orders that have not yet been shipped can be canceled here by our customer service.

With our “Click & Collect” service you can order a product online and pick it up from us. To do this, select “Pickup” in the checkout.

As soon as your order has been sent to us, we will check whether the desired product is on site and will inform you by email as soon as your goods are ready for collection. In it we will inform you of a time window in which you can pick up your order. Payment for the order is made online. There are no further extra costs.

Please do not visit us in advance if you have not yet received an email from us. Due to the current situation, it is sometimes difficult for our suppliers to deliver products on time and we would like to save you unnecessary journeys.

If you have any questions about this service, you can contact us at any time by email at info@krahl-shop.de or by calling our telephone number +49 3591 44289 Monday-Friday 9:00 a.m. to 6:00 p.m.

No. It is not necessary to create an account if you want to order something. However, it is helpful because you can easily manage your orders afterwards and your delivery and billing address is already stored for future orders.

If you have already placed your order, cancellation or subsequent changes can only be made by our customer service. You can fill out the contact form here .

You will receive a refund within 7 working days. You can find more information about refunds here .

Please note that cancellation is no longer possible after dispatch by our customer service.

payment

Yes. You can buy on account without any additional fees either via Klarna or with PayPal invoice purchase. For more information, see Payment .

Yes. You can order with Klarna installment purchase and pay in installments. For more information, see Payment .

Yes. To check your identity and creditworthiness, Klarna, for example, obtains information from various German credit agencies. If the result of the credit check is negative, you will unfortunately not be able to complete the purchase using this payment method. You can find further information about credit checks in our data protection declaration .

You can redeem discount codes and coupons in the checkout. To do this, enter your discount code or coupon in the “Discount code” input field and confirm your entry with “Apply”. On your phone, you may need to tap "View Order Summary" to see the input field. Your discount will be applied after a short period of time.

You will receive a shipping confirmation by email on the same day your order is shipped. Here you will find a link labeled “Download invoice”. The invoice will then be downloaded directly to your device as a PDF.

On the invoice you will find all relevant information about your order, such as the purchase date. The statutory VAT of 19% is also shown separately.

We do not send a paper invoice, nor is one included in the package. In this way, like many other companies, we are making our contribution to preserving the environment.

You haven't received an invoice? Your email provider may have incorrectly classified our emails as "spam". Please check your spam folder, the invoice may have been hidden there. If you still cannot find the invoice, you can arrange for it to be sent again here .

The statutory VAT of 19% within Germany applies to purchases. VAT will be shown separately on your invoice.

If your payment method is not accepted, there can be a variety of reasons. Either the product you ordered is no longer available and we will no longer be supplied by the manufacturer, or your payment has been declined.

The most common sources of errors include incorrect entries for places of residence, telephone numbers or email addresses. Please check your entries and try to complete the order again or select another payment method. Among other things, orders will be automatically canceled if our system detects attempted fraud.

If you have chosen one of Klarna's payment methods and have questions about your payment, please contact Klarna at klarna.de/kundendienst .

Shipment

We will ship your order with DHL to your home, to an alternative delivery address or to a DHL Packstation.

If you would like to use a DHL Packstation as your delivery address, please proceed as follows:

In the “Street and house number” field, please enter the Packstation + the number of the Packstation, e.g. Packstation 135.

Please enter your postal number in the "Additional address" field, e.g. 1234567890. For delivery to a DHL Packstation, entering your postal number is mandatory.

Yes. During the ordering process you have the option to enter an alternative delivery address. You can only have orders delivered to a delivery address in Germany.

In the “Street and house number” field, please enter the Packstation + the number of the Packstation, e.g. Packstation 135.

Please enter your postal number in the "Additional address" field, e.g. 1234567890. For delivery to a DHL Packstation, entering your postal number is mandatory.

We charge a flat shipping fee of €5.99 (including VAT) per order. We deliver free shipping for orders over €199.00.

We currently only deliver within Germany. In the future, we plan to enable shipping to European countries selected by us.

Returns

Yes. Please understand that we will not cover the return shipping costs in the event of a cancellation.

If you would like to send your return with DHL, you can create a DHL shipping label using this link and pay straight away - it's easy and convenient:

Create and pay for a DHL return label now

We will be very happy if your return is complete and the original packaging including the price label is returned undamaged. The products should be in an undamaged condition and show no signs of use.

We will issue a refund as soon as we receive and inspect your return. You will receive the refund to the original payment method you used to order. It usually takes 1 to 5 business days for you to receive your refund.

If payment was made by credit card, refunds will be sent to the card issuing bank within 5 business days of receipt of your return. You can also contact your bank to find out when the amount will be credited to your account.

If your return has been checked successfully, you will receive a cancellation confirmation by email. You will usually receive your refund within a few minutes.

If you haven't received a refund within the above deadline, you can initiate a review here .

Call us

Do you have a concern about our store? Then please give us a call.

Phone:
+49 3591 44289

Send e-mail

Do you have a concern about our online shop? Then send us an email or use our contact form.

E-mail:
info@krahl-shop.de