HELPCENTER
ACCOUNT
How do I create a customer account?
How do I create a customer account?
You can create a customer account during your order or through the login section of our shop.
At HEIMWEH, we use a modern login system without a password. You will receive a confirmation code via email when you log in, which you can use to securely access your account.
What are the benefits of having a customer account?
What are the benefits of having a customer account?
With a customer account, you can:
• view your orders
• track the status of your orders
• manage your saved addresses
• manage your personal data
• order faster
Can I order without a customer account?
Can I order without a customer account?
Yes.
You can also order as a guest at HEIMWEH.
However, if you create a customer account, you can clearly manage your orders at any time.
Can I change my personal data in the customer account?
Can I change my personal data in the customer account?
Yes.
You can manage and update your personal data and delivery addresses yourself at any time in your customer account.
What do I do if I no longer have access to my login email?
What do I do if I no longer have access to my login email?
In this case, please contact our customer service at:
We will help you regain access to your customer account.
ORDER
How do I place an order?
How do I place an order?
Simply add the desired products to your shopping cart and then follow the checkout process.
After completing your order, you will receive an order confirmation via email.
Can I change or cancel my order after it's been placed?
Can I change or cancel my order after it's been placed?
As long as your order has not yet been shipped, you can contact our customer service.
Once the order is in the shipping process, changes or cancellations are usually no longer possible.
Can I order multiple products at once?
Can I order multiple products at once?
Yes.
You can add as many products as you like to your shopping cart and order them together. However, some products will be shipped separately for logistical reasons.
PAYMENT
What payment methods does HEIMWEH offer?
What payment methods does HEIMWEH offer?
The following payment methods are available in our online shop:
• PayPal
• Credit Card
• Apple Pay
• Google Pay
• Klarna Invoice
The available payment methods will be displayed during checkout.
When will my payment be charged?
When will my payment be charged?
The purchase price is due immediately upon completion of the order.
DELIVERY
Where does HEIMWEH deliver?
Where does HEIMWEH deliver?
We deliver within Germany and to selected countries of the European Union.
How is the shipment made?
How is the shipment made?
Depending on the product, shipping is either:
• via parcel delivery services
• via a freight forwarder
Larger pieces of furniture can be delivered by freight forwarder.
Is there a two-man service?
Is there a two-man service?
Yes.
For larger furniture items, delivery can be made via a two-man service.
How long does delivery take?
How long does delivery take?
The delivery time is stated on the respective product page.
Depending on the product and delivery address, the delivery time may vary.
Do I get a tracking number?
Do I get a tracking number?
Yes.
Once your order has been dispatched, you will receive an email with a tracking link that you can use to track your delivery.
SHIPPING COSTS
How much is shipping?
How much is shipping?
Shipping costs are charged as a flat rate per order and are displayed transparently during the ordering process.
RETURNS
How can I register a return?
How can I register a return?
You can register a return via your customer account.
There you will find all information about your orders and can start the return directly.
How long do I have to return an item?
How long do I have to return an item?
You have two options:
Statutory right of withdrawal:
14 days from receipt of goods.
Voluntary right of return from HEIMWEH:
In addition, we grant a voluntary right of return of a total of 30 days from receipt of goods.
What are the requirements for returns?
What are the requirements for returns?
The goods must be:
• unused
• in perfect condition
• returned in their original packaging, if possible
Who pays for return shipping?
Who pays for return shipping?
The customer bears the cost of the return.
REFUND
When will I receive my refund?
When will I receive my refund?
Once your return has been received and inspected, we will refund the purchase price within 14 days at the latest.
How do I get my money back?
How do I get my money back?
The refund will generally be issued via the same payment method you used for your original order.
COMPLAINTS
What do I do if a product is damaged?
What do I do if a product is damaged?
Please inspect the goods for visible damage immediately upon delivery.
Should you discover any damage:
• document the damage with photos if possible
• then contact our customer service
What information does customer service need?
What information does customer service need?
For quick processing, we require:
• Photos of the damage
• The order number
• A brief description of the problem
How will my complaint be processed?
How will my complaint be processed?
Complaints are reviewed individually.
Depending on the situation, we offer a suitable solution.
VOUCHERS
Can I redeem vouchers?
Can I redeem vouchers?
Yes.
Gift cards and discount codes can be entered and redeemed at checkout.
Can vouchers be cashed out?
Can vouchers be cashed out?
Vouchers cannot be redeemed for cash.
WARRANTY
Is there a warranty on products?
Is there a warranty on products?
All products are covered by statutory warranty rights.
The warranty period is 24 months from delivery.
CONTACT
Is there a warranty on products?
Is there a warranty on products?
If you have any further questions, our customer service will be happy to assist you.
Email:
support@heimweh-home.de