Information

🛒 Important Information About Your Order

Dear Customer,

To ensure your order is processed as quickly and accurately as possible, please use our online ordering system. There, you’ll be prompted to enter all necessary information, view current prices, and have our volume discounts automatically applied.

1. Order Methods and Processing Time

• First-time order: If you do not yet have a customer account, you cannot place an order via email or phone. Please register in advance by clicking “My Account” → “New Here” → “Register Now” in the top right corner.
• Existing Customer Account: We strongly recommend placing your order via the online shopping cart, as these orders are always processed with priority. Orders received by email or fax are not processed daily, take one week or longer to process, and online volume discounts cannot be applied to them.

2. Payment Terms

We generally ship only upon receipt of payment in advance. The only exceptions to this rule are public institutions.

• Payment Methods: You can pay via advance bank transfer, PayPal, or credit card.
• Purchase on Account & Other Methods: Other payment methods (e.g., purchase on account) are processed exclusively through the service provider PayPal.
• Prepayment via Bank Transfer: You’ll find our bank account information directly in the text of your order confirmation, which we’ll send you via email.
• Important for PayPal payments: After your purchase, please check to see if you have received a confirmation email from service@paypal.de . Only this email guarantees that the payment was successful.
• Note: For data protection reasons, we do not offer the “Sofortüberweisung” payment method.

3. Comments & Subsequent Changes

• Comments field in the shopping cart: We do not read messages in this field until the order has been released upon full payment or is to be canceled after the payment deadline has expired. If you are not paying immediately but have an important note, please also send us an email.
• Changes After Placing an Order: Subsequent changes are only possible before shipment. Since our shipping department does not have direct access to the email inbox, it is possible that a paid order may already be packed and shipped before we read your change request email. Therefore, if you have any unresolved questions, please wait to make payment.

4. Partial Returns & Right of Withdrawal

The statutory right of withdrawal is intended to allow you to inspect the goods for quality and condition.

• However, if you order products in different variations or in large quantities (e.g., cord in multiple thicknesses or eyelets in various diameters) to select on-site, and the return is due to a lack of need, we are not obligated to accept the return. These dimensions must be determined in advance.
• We accept such partial returns only as a gesture of goodwill and subject to a cancellation fee.

5. Deletion of the Customer Account

You can delete your customer account yourself online at any time.

• The right time: Please do not delete your account until you have received the shipping confirmation and your invoice via email, so as not to interrupt the order process.
• Data Protection: Upon request, we can also delete your account manually. This applies to the online database. However, for tax and commercial law reasons, we are required to retain your order data offline for the legally mandated period. If no order has ever been placed through the account, we will delete your data completely (both online and offline).

💼 Not a private customer?

• If you are a dealer or reseller, please select the subcategory “Order as a Dealer” for relevant information.
• If you are a government agency or school, please select the subcategory “Order as a Public Institution.”