FAQ’s – Frequently asked questions
Payment
Which payment options do I have?
In our online shop you can pay by credit card, PayPal, cash in advance or purchase on account. Please note that we offer purchase on account only in Germany. Of course, you also have the possibility to redeem your collected customer card credit as well as erzgebirgehall.com gift cards.
Is payment by cash on delivery possible?
No, unfortunately we cannot offer cash on delivery. Only payment in advance is accepted.
Can I pick up the items personally and pay cash?
Unfortunately, this is not possible for technical reasons.
To which bank account number can I transfer the invoice amount?
All payment information will be sent to you in a confirmation e-mail after the completion of your order.
What should I specify as the reason for payment?
Please enter only the order number that you received in the confirmation e-mail as the reason for payment. Other or additional information may cause that your payment cannot be assigned to your order correctly or only with a delay.
How can I redeem a gift card or voucher?
Please enter the voucher code in the field “Redeem voucher” at the checkout.
Shipping
Which payment options do I have?
You can pay conveniently and securely by bank transfer, PayPal or credit card.
How much are the shipping costs?
The shipping costs for your order are visible in the order process. If you are interested in the shipping costs of a particular item, you can find out by clicking the link on the product detail page.
How are the shipping costs composed?
Our shipping costs consist of postage, material costs (packaging, filling or protective material) and the logistics service of our partner company. Each order is carefully assembled in our warehouses and checked, scanned and packed again in the shipping department before being picked up by the delivery service. This way your order arrives quickly and safely!
With which delivery service provider will the goods be shipped?
We send packages with reliable parcel shipping services. Domestic parcels are delivered by standard service, and international parcels are handed over to local postal services at the country border. Items too large for standard parcel delivery will be sent by a forwarding agent after prior consultation.
How long does the shipping take?
We dispatch orders daily throughout the week. Domestic delivery usually takes a short time, while international delivery may take longer. If it takes longer than expected, please contact us. Most delays are due to delivery issues that we can resolve quickly.
To which countries do you ship?
We ship to most regions around the world, including Europe, North and South America, Asia and Australia.
Items / Assortment
Is the item new and original?
We exclusively carry 100% original branded goods in new condition.
Where do the items come from?
As a classic retailer, we stock products from a wide range of manufacturers and source them through various channels. We have our own development workshop where craftsmen and artists create traditional seasonal items to complement classic collections. These items can be recognized by the corresponding logo on the product. After in-house development, we cooperate with traditional manufacturers to produce the items. All key production processes are completed in Germany, using high-quality local materials. We ensure our wood suppliers meet international sustainability standards. To offer a wide selection of seasonal articles, we also include carefully selected fashion accessories and decorative items. Most of our assortment comes from Germany and neighboring European countries, with a small portion from other regions.
Security
Is there any risk if I enter my personal data or credit card number on erzgebirgehall.com?
Security and confidentiality of your data are very important to us. All data is transmitted in encrypted form. Your data will only be used to process your order. There is no risk of data misuse—the entire ordering process is treated with absolute confidentiality. You can find more detailed information in our privacy policy.
Revocation and exchange
Do I have a right of withdrawal?
Yes, you have the legal right of withdrawal. You can revoke your contractual statement within a reasonable period without giving reasons in written form (e.g., letter, fax, e-mail) or by returning the purchased goods. For reimbursement details, please check the relevant section in our cancellation policy.
Can I exchange an item for another size/colour after receiving it?
If an item does not fit or you do not like it, you can exchange it if the desired item is in stock. To exchange, please contact customer service first to check stock and receive a return label.
How does the return shipment work?
If you do not like an item, you can return it within a reasonable period. Contact customer service to receive a return label by e-mail, so you can return the item free of charge. After we receive the return, the purchase amount will be refunded within a reasonable time. Please return the item in its original packaging and an additional shipping box to ensure safe delivery. Please refer to the cancellation policy for details.
When do I have to pay for returns?
We bear the costs of return. You will receive a return label for free and fast processing. Please contact us for assistance.
Ordering process
When I put an item in the shopping cart, it was still available, but at the checkout it was out of stock. How is that possible?
Adding an item to the cart checks availability, and we reserve it at checkout. In rare cases, the last item may be purchased by another customer before reservation is completed.
What is the wish list?
The wish list is a personal list where you can save items you are interested in. It is created automatically when you click “add to wish list” on the item page. You can view your wish list by clicking the button at the top right of the navigation. You can later add items from the list to your shopping cart.
How can I combine several items to one order?
Add all desired items to your shopping cart first, then proceed to checkout. If you have an unfinished order and want to add items before payment, place a second order and it will be combined automatically. If you have already paid, the new order will be shipped separately.
How can I enter my desired shipping address?
Under my account, you can enter and edit delivery addresses in the address book section. You can select your preferred address when placing an order.
Can I subsequently change the delivery address for an order already placed?
As long as your order has not been processed and no payment has been made, you can change the delivery address. Log in to your customer account, add a new address in the address book, and activate it for your open order.