FAQ

How can I create a customer account

You can create your customer account at https://shopify.com/96586367315/account . Simply log in with your email address. You don't need to enter a password to access your account; instead, you'll receive a PIN code at the email address you provided.

Do I have to create a customer account when ordering?

No, you do not need to create a customer account when placing an order and can order as a guest.
To do this, you simply go through the ordering process as usual without creating a customer account.
However, we recommend creating a customer account to have access to an overview of shipments and order histories.

Is my data protected?

The protection of your data is important to us, which is why we protect your data in accordance with our privacy policy.

How can I delete my customer account?

If you would like to delete your customer account, please send us an email with your request to shop@gruenspecht.de.

Can I change my delivery address after completing my order?

Unfortunately, the delivery address cannot be changed after the order has been completed.

When and how do I receive the invoice for my order?

You will receive the invoice along with your goods. We will include it in your package.

My order is incomplete. What can I do?

If your order doesn't arrive in full, please contact us at shop@gruenspecht.de. Please include your order number, delivery note number, and the missing items. We will then address your request as quickly as possible.

Parts of my order are defective. What can I do?

If your order is partially or completely damaged, please report it via the returns portal and our customer service will get back to you.

We will then take care of the refund or exchange of the item.

I received the wrong item. What can I do?

If you received the wrong item, please contact us via our returns portal and provide your order number, delivery note number, and the missing items from your order. Our customer service team will then contact you.

Is the payment secure?

Yes, we use modern encryption technologies to best protect your data and payments.

Which payment methods are offered?

We offer the payment methods credit card, Paypal, Klarna, Apple Pay, Google Pay, Shop Pay and Union Pay.

I'm having problems with payment. Who can I contact?

If you have any problems with payment, please contact us at shop@gruenspecht.de.

What happens if my payment fails?

You'll receive a notification. Simply try again or choose an alternative payment method.

How much are the shipping costs?

The shipping costs per shipment are:

for orders up to €40.00, the price is €5.95 (incl. VAT).
for orders over 40,00€ to 0,00€

How long does delivery take?

The delivery time for your order is between three and five business days. You can view the status of your order in your customer account or by using your tracking number under DHL Tracking.

Which countries can we ship to?

We currently only ship orders within Germany.

Which parcel service provider will ship my order?

Your order will be shipped with DHL.

As soon as your order is ready to ship, you will receive an email with the tracking number. You can use this to track your package using DHL Tracking.

Can I have my order sent to a different delivery address than my billing address?

Yes, you can have your order delivered to a different address than your billing address.
Please provide a different delivery address during the ordering process.

Can I track the shipment status of my package?

Yes, you can track the shipment status. You will receive a tracking number via email, which you can use to view the status of your package under DHL Tracking.

My package didn't arrive. What can I do?

If your package has not arrived, first check the order status in your customer account or the shipping status under DHL tracking with your tracking number.

If your package is still missing, please contact us by email at shop@gruenspecht.de with your order number. You can find the order number in the subject line of your order confirmation email.

Shipping during holidays

During the Christmas holidays, we will not be able to ship your orders within 5 business days as usual due to inventory and closing times.

Which items can I return?

Generally, only complete, undamaged, and unopened items can be returned to us. Items sealed with a hygiene seal can only be returned if the hygiene seal is intact.

If your item has arrived damaged or incomplete, please contact us using the returns option within your customer account or via the contact form.

How long can I return my order?

You can return your order to us within the statutory cancellation period, which is 14 days.

Here you can read all information about the right of withdrawal.

Who bears the costs for the return shipment?

The buyer is responsible for return shipping costs. The return shipping fee is €5.95. Please register your return using the returns process in your customer account.

If your goods arrived damaged or defective, please also contact us via the return process in your customer account or our contact form.

When and how will I receive my refund?

You will receive your refund after we receive the returned goods. You can check the shipping status of your return using the tracking number on the return label.

As soon as we receive your return, you will receive a refund.

My item is defective. What can I do?

If your order is partially or completely damaged, please contact us using our contact form.

If possible, please send us a picture of the damage. This will help us process your request more quickly and easily.

We will then take care of the refund or exchange of the items.

How can I redeem a voucher code?

You can redeem the voucher code in your shopping cart. Please enter the voucher code in the designated field.

Can I redeem multiple voucher codes at once?

Whether you can redeem only one or several voucher codes depends on the respective promotion.

How are product reviews verified?

We verify reviews of our products after publication. Each review is individually reviewed to determine whether it was submitted by a consumer who actually purchased the goods from us. In this case, the review is marked as a "Verified Purchase." If a consumer who did not purchase the product directly from us submits a review, the review will not be marked.

We use the Shopify app Judge.me Reviews to create reviews.