QUESTIONS ABOUT SHIPPING
Are you longingly waiting for your order?
Our current delivery times are approx. 3-4 working days.
If you still haven't received a shipping confirmation after 7 working days, simply contact us.
Please check your spam folder first to see if the shipping confirmation has arrived there.
If an order cannot be delivered for various reasons, it will be returned to the sender, i.e. us.
In this case, the returned order will be noted as a return and we will refund the amount of your order. (Unfortunately, we cannot refund the entire purchase price for discounts.)
Attention here: Unfortunately, so far we can only deliver parcel shops from our parcel service provider "dpd".
Is a delivery from a value of 50 € free of shipping costs and can be delivered directly to your home. If your order has a goods value of less than €50, we charge €4.95 shipping costs per order.
We deliver free of charge directly to your home from a goods value of 100 €. If your order has a value of less than €100, we charge €9.95 shipping costs per order.
In the rest of the countries*:
We deliver free of charge directly to your home from a goods value of 100€. If your order has a goods value of less than €100, we charge €19.99 shipping costs per order.
(*Shipping is only possible in these countries so far: Belgium, Czech Republic, Denmark, Finland, France, Hungary, Italy, Luxembourg, Netherlands, Poland, Romania, Slovakia, Slovenia, Spain, Sweden, Iceland, Norway, Serbia, Ukraine)
Unfortunately, so far we have only been able to deliver to parcel shops/stations from our parcel service provider "dpd".
We ask for apology.
PROBLEMS WITH DELIVERY
If the wrong product has crept into the package, please send us an email to email@example.com or contact us by phone on (+49) 09101 702 0.
Please have your order/invoice or delivery note number ready and let us know exactly what was wrongly sent. We will then surely find a solution.
We are sorry that you did not receive your order in full. Of course we will take care of a quick subsequent delivery for you.
Feel free to contact us by email to firstname.lastname@example.org or by phone on (+49) 09101 702 0 and tell us exactly what was missing. We will then clarify everything else.
We are sorry that you are not satisfied with your SCHWAIGER product.
Please send us a message to email@example.com or contact us by phone at (+49) 09101 702 0 and briefly explain the problem to us.
Please remember to include your order number. We will take care of a solution as soon as possible.
We are sorry that your order arrived damaged.
Please send us an email to firstname.lastname@example.org or call us on (+49) 09101 702 0 with your order number and the exact description of the item concerned and we will surely find a solution.
QUESTIONS ABOUT ORDERING
Once the order has been placed, we only have one goal: to bring your desired products to you as quickly as possible!
Unfortunately, for this reason, change requests such as adding or exchanging products (number, color, etc.) are no longer possible.
If payment by bank transfer or PayPal has not yet been completed for the order, you can cancel or change the order via your customer account.
The SCHWAIGER product variety knows no limits – unfortunately, shipping does.
Delivery is currently possible in Germany, as well as in Austria, Belgium, the Czech Republic, Denmark, Finland, France, Hungary, Italy, Luxembourg, the Netherlands, Poland, Romania, Slovakia, Slovenia, Spain, Sweden, Iceland, Norway, Serbia, Ukraine.
Please note the shipping options (read here).
We are pleased that you would like to give away SCHWAIGER products!
Of course, you can easily change the delivery address and have the order conveniently delivered to the recipient.
The billing address can be entered separately shortly after the payment method or changed accordingly.
CANCELLATION AND REFUND
Your order does not meet your expectations or is defective?
We're sorry to hear that. We will be happy to send you a return label with which you can send the package back to us free of charge.
You are also welcome to use our “sample cancellation form” for this purpose. (You can access the cancellation form here) Please send us a short e-mail to email@example.com or contact us by phone on (+49) 09101 702 0. Please briefly describe your problem and tell us your order number or delivery note number. We try to solve your problem as soon as possible!
The right of cancellation is 30 days, which is how long you have time to return your complete order or parts of your order.
After receiving your order, you can make use of your 30-day right of cancellation and send the product or order back to us.
You can find all information on revocation as well as a revocation form as an attachment in your order confirmation or under revocation instructions. Please fill out the cancellation form legibly and enclose it with the package.
Please send the goods to:
Wuerzburger Strasse 17
We will refund you the prepaid amount after receipt of the goods. Please note that a full refund is only possible if you send the goods back to us before the thirty-day period has expired. Or if the loss in value of the goods (i.e. improper use) is not attributable to you.
If you have selected Klarna, the invoice will be adjusted after receipt of the goods and sent to you by e-mail with the outstanding amount or charged in full.
We will cover the costs for your return shipping!
Please keep the tracking number for the return. Otherwise, if lost, we cannot make a refund.
As long as we have not received any payment, you can still change the payment method, even if you have already sent the order.
To change the payment method later, simply call up your order confirmation. A click on "Change payment method" will take you to the right page where you can choose the desired payment method.
If you have chosen Klarna invoice or would prefer to pay by Klarna invoice, unfortunately no changes are possible. This is because Klarna is an external payment partner of ours, so that a changeover is no longer technically possible.
As soon as we can book your payment, you will receive an automatic payment confirmation by email. However, if we have sent you a payment reminder even though something has been debited from your account, there are a number of options:
1) Please check whether the amount has been credited back to your account. In rare cases, the data connection may be lost during the debiting process.
2) In order for the amount to be booked correctly for certain payment methods, it is important that the reference (= order number) is stated correctly. So it's best to double-check before you send it off.
3) Your chosen Instantpay method (credit card or PayPal) didn't work out the way you imagined? Don't worry, you can try again via the order confirmation or change the payment method. You can find out how to do this in the article "Can I change the payment method later"?
Alternatively, if you have any further questions, you can send us an email to firstname.lastname@example.org or contact us by phone on (+49) 09101 702 0.
We are pleased to be able to offer you PayPal Express.
By clicking on the PayPal Express button, you will speed up the order process and you will be forwarded directly from the shopping cart to the PayPal page. So you can complete your order faster.
The address stored with PayPal is used as the billing and delivery address for your order. Please check this before completing your order, as it is no longer possible to change it afterwards.
Please note: PayPal Express enables faster order completion, but does not speed up shipping via the shipping service provider.
An order confirmation will be sent to the e-mail address you provided within a few minutes after completing the order. Please also check your spam folder if you cannot find the order confirmation in your mailbox.
You will also receive your invoice with your desired delivery. If you cannot find an invoice for either of them, you are welcome to send us an email to email@example.com or contact us by phone on (+49) 09101 702 0. We would be happy to send you your invoice again!
If you are looking for your Klarna invoice, the article "What does a Klarna invoice mean" will certainly help you.
Klarna is a payment service provider that handles the billing for us.
So you only get the goods and have 14 days to pay the bill directly to Klarna. You will receive the invoice by e-mail approximately as soon as we send your package. If you have any questions about your bill, contact Klarna directly.
You can view your invoices here. Simply enter the email address you provided when you placed your order. Klarna will send you an access link that you can use to access your invoice. This is not a permanent customer account, but a temporary access.
Alternatively, you can contact Klarna customer support here or call Klarna directly: +49 221 669 501 00.
If you have selected invoice via Klarna as the payment method, the payee is no longer Schwaiger, but the payment service provider Klarna itself. In the hustle and bustle of everyday life, it can happen that you make a typo in the purpose of payment, for example, or even forget to enter it completely.
In such cases, Klarna cannot allocate your payment and therefore sends it back. If the amount has been returned to your account, this is an indication that it could not be assigned to your order or that an error occurred during booking.
To clarify what exactly went wrong, please contact Klarna customer support directly, as we at Schwaiger have no access to the payment data and accounts of the external payment service provider.
Here we have the contact for you:
Tel.: +49 221 669 501 00
If you received a reminder from Klarna even though you paid your bill, the payment service provider may not have been able to book your payment. The reminder fees are levied solely by Klarna. Since it is an independent company, we at Schwaiger have neither access to Klarna's accounts nor specific information about your payment for reasons of data protection, so that you are in good hands with Klarna support in this case:
Tel.: +49 221 669 501 00
Of course you can choose a different payment method for your order each time. In addition to paying via Klarna invoice, you also have the option of paying with us via credit card, PayPal, Apple Pay, Amazon Pay, Google Pay, instant transfer, etc.
Your wishes are important to us! – This is how we offer you limitless freedom even when paying.
Here we tell you how it works:
1) Fill up your shopping cart.
2) Proceed to checkout and enter your login details (or billing and delivery details if you ordered as a guest).
3) Now you will find "Discount code" displayed on the right. In this field you can enter the discount code. Once you press "Apply" you should be able to see the discount applied in your shopping cart.
Having problems with your discount code? Feel free to contact us by email at firstname.lastname@example.org or by phone at (+49) 09101 702 0 and ideally send us the relevant discount code directly.
We're happy to help.
This is very annoying. Unfortunately, discount codes cannot be credited afterwards. This is because the content of your order, once you have sent it, can generally no longer be changed.
If you have a customer account and wanted to pay for your order by bank transfer, PayPal or credit card, but have not yet paid, you can still cancel it and order again.
If that doesn't work either: Don't be sad, we often have promotions, so it will definitely work for the next order.
Such e-mails often end up in the spam folder, so first take a look inside. If after a few minutes still no mail has been sent, please contact us.
Phone: (+49) 09101 702 0
So that you receive notifications about your Schwaiger product even after you have changed your e-mail address, for example. You can change your email address in your account settings at any time.
Here is a little navigation aid for you:
1) Click on Account and log in.
2) Click Edit Profile.
3) Now you can edit your e-mail address and your first and last name.
4) Don't forget to save!
If you have problems with the change, the e-mail address in the customer account or are unsure whether the change was successful, please feel free to contact us.
Please send us a short e-mail to email@example.com or contact us by phone on (+49) 09101 702 0.
We will review this change for you!
In each newsletter you have the option to adjust your newsletter settings or to unsubscribe completely. Just scroll to the end of the newsletter, there you can easily unsubscribe at the e-mail address (firstname.lastname@example.org).
We take care of unsubscribing from the newsletter for you!
We think that's a pity, but of course we'll take care of your request. Please send us an email to email@example.com.
We take care of your account deletion!
You can easily change your address in the customer account so that your Schwaiger product ends up at the right front door again after you have moved. Here is a little navigation aid for you:
1) Click on Account and log in.
2) Click on Add new address or Show addresses.
3) Now you can add or edit your address or delete it with the "Delete" button. You can also choose for each address whether this is your standard address for invoices or deliveries. 4) Don't forget to save!
Because we want to get your order to you as quickly as possible, the address can no longer be changed for orders that are already in progress. Are you worried that your order won't arrive because the address is wrong? Maybe the article My order has been returned will help you.
If you have not found an answer to your question here and have a question about your order, you can of course contact us directly.
By email to firstname.lastname@example.org and/or by phone to (+49) 09101 702 0.
Or do you have technical questions about your products? Or do you need SAT advice?
Then please contact our expert hotline at email@example.com and/or by phone at (+49) 09101 702 299 for our Schwaiger hotline
Or (+49) 09101 702 126 for our Schwaiger SAT advice.
We're here for you!
From Monday to Thursday from 8 a.m. to 5 p.m. and Friday from 8 a.m. to 2 p.m. (except public holidays)
Please have your order number or delivery note number ready for us so that we can allocate it quickly. Thanks! We're happy to help!
We see ourselves and our customers as Schwaiger friends.
Since friends are on first-name terms, we have decided to use the personal first-name form in our communication.
If you do not want that, we can switch to you in a personal conversation. (However, all notifications, newsletters and website entries cannot be changed individually.)