questions and answers
Here you will find the most important answers to questions about the online shop and your order.
Bestellungen
Where can I view my order?
If you ordered as a guest, you will receive an order confirmation and a shipping confirmation by email, where you can see all the important information about your order.
If you ordered using a customer account, you can also view all important information about the order and shipment tracking in your customer account.
How can I change or cancel my order?
Orders already placed cannot be changed. However, as long as your order has not yet been shipped, you can still cancel it and place a new order if necessary.
cancellation
Please send us your cancellation request via the contact form . We will take care of it as soon as possible.
If your order is already on its way to you, no problem. Simply return your order to us free of charge within 14 days of receiving the goods.
reservation
Unfortunately, it is not currently possible to reserve items in our online shop.
Versand & Lieferung
What shipping methods and delivery times are available?
Delivery to Germany
We currently ship all orders to Germany via DHL.
Delivery takes between 1-3 working days.
Delivery to Austria
Orders with delivery to Austria are shipped via UPS.
Delivery time is between 2-4 working days.
Where can I track my order?
Once we have shipped your order, you will receive an email from us with the DHL tracking link to track your order.
Can I change the delivery date of my order?
After the goods have been shipped, you will receive an email from our shipping partner DHL, in which you can specify any desired changes to the delivery.
Zahlung
What payment methods does Papenbreer offer?
We currently offer payment via Paypal, credit card, Klarna (purchase on account) and Giropay.
PayPal
If you select PayPal as your payment method, you will be redirected to PayPal at checkout. There you can log in to your account or pay as a guest.
Your payment will be confirmed immediately, and your order will be processed directly.
Refund:
- For returns or cancellations, the refund will be automatically credited to your PayPal account.
- Depending on your PayPal settings, the amount will either remain in your PayPal account or be transferred to your bank account.
- If your PayPal account is no longer active, we will refund you directly to your bank account.
More information about PayPal
credit card
We accept Visa, MasterCard, American Express and
Cardless payment cards. Your data is protected by SSL encryption.
Payment by credit card therefore offers a high level of security and
Comfort.
Burden:
The amount will be authorized after order completion and is usually processed within
affected by 1-2 days.
Refund:
In the event of a return or cancellation, we will refund the amount
automatically to the originally used card.
Klarna
With Klarna you can choose between different payment methods:
- Purchase on account
- Installment payment
- Instant bank transfer
Refund:
Refunds are processed directly through Klarna. Depending on your chosen payment method, Klarna will either credit the amount to your Klarna account or adjust your installments accordingly.
More information about Klarna
How do I receive my invoice?
We will send you your invoice by email along with the goods.
Unfortunately, subsequent changes to invoices are prohibited by law.
Lost your invoice?
No problem. Please contact us using the contact form at the bottom of the page, and we will gladly resend your invoice.
Are my payment details secure?
Yes. We use an encrypted connection (SSL/TLS), and our payment provider stores payment information securely. We do not store sensitive credit card information on our servers.
Mein Kundenkonto
How can I create a customer account?
On your laptop, you'll find your customer account in the top left corner of our online shop. On mobile, you'll find your customer account at the bottom of the menu.
Open your account page and click "register". You will receive a registration confirmation via email.
With a customer account, you benefit from, among other things, a faster checkout process. You can view all your orders and track your shipments directly through your account.
How can I reset my password?
To request a new password, simply click on "Forgot your password?" on your account login page. Enter your email address there and you will immediately receive an email with a link to reset your password.
How can I delete my customer account?
Please contact us using the contact form at the bottom of this page. We will gladly delete your customer account for you immediately.
How can I unsubscribe from the newsletter?
At the very bottom of every newsletter you will find an "unsubscribe" link, which you can use to remove yourself from the mailing list.
Rücksendung , Umtausch, Erstattung
How can I return my order?
You can register your return free of charge in our returns portal up to 14 days after receipt of the shipment.
To ensure your return can be correctly processed, please enter your 10-digit order number in the returns portal. You can find this number in the subject line of your order confirmation.
You can either print out a return label and stick it on your return shipment, or simply show the QR code for returns at the nearest DHL parcel shop. They will then print a return label for you.
Please ensure that the items are undamaged and unused, and that all labels are still attached.
Is there a deadline for returns?
You can return your items to us free of charge within 14 days of delivery.
When will I receive my refund?
Once we have received your returned items, your return will be processed immediately and a refund will be issued within the next 2-3 days.
Depending on the payment method, it may take up to 3 more days for the refund to appear in your account.
Are there any return shipping costs?
Returns within 14 days of delivery are free of charge. Simply affix the DHL return label from our returns portal to the package and drop it off at a DHL parcel shop near you.
Can I return items from different shipments in one package?
Of course, you can return the items together in one package. Please download only one return label and include the completed return form for each order with your return.
How can I exchange an item?
If you would like to exchange an item for a different size or color, please contact us via the contact form .
If the desired item is available, we will gladly exchange it for you free of charge.
