01. When will I receive the details of the bank account that I have to make payments to? What happens after my purchase?
02. Can I just drop by and pick up the item I bought?
03. Are the items I bought new?
04. Will you send me an invoice?
05. What is the easiest way to contact you?
06. Which methods of payment do you accept?
07. How do you calculate the shipping costs when shipping more then one item?
08. How long does delivery take?
09. Which company do you ship with?
10. I would like to complain about/exchange a product. What do I do?
11. I would like to cancel my purchase. What do I do?
12. What is the difference between guaranty and warranty?
13. What is my certificate of guarantee?
14. What is a "water column"?
15. What does "min/max" mean concerning the weight of a tent?
01. When will I get the information on the bank account that I have to make payments to? What happens after my purchase?
Within 12 hours of your purchase, you will receive an automatically generated e-mail with a direct link to our checkout page containing all relevant information regarding the purchase and payment procedures. This will include the Bank details and also give you the option to change your Shipping Address (within Paypal’s guidelines if you paid via Paypal). Please make sure that you go through all of the steps carefully, so that we get all of the information required to process your order (this is especially important for e.g. your choice of colour or size). Without this information, we will not be able to ship your order immediately after we have received your payment!
02. Can I just drop by and pick up the item I bought?
Sorry, pick up isn't possible. We deliver very quickly with UPS.
03. Are the items I bought new?
Yes, they are. We only sell new and genuine products.
04. Will you send me an invoice?
Yes. We will send you an invoice made out to the name given to us in the checkout process. Also the VAT will be stated on the invoice.
05. What is the easiest way to contact you?
The easiest way to reach us is by e-mail. We will respond as soon as possible during working hours - 9am (9h) to 4pm (16h) Mon-Fri. You can of course also contact us by phone.
06. Which methods of payment do you accept?
We accept the following methods of payment:
- Bank transfer
- PayPal
- Credit Card (Visa and MasterCard)
We do not offer "cash on delivery" as an option of payment.
07. How do you calculate the shipping costs when shipping more then one item?
For Outdoor Products, the heaviest item determines in which weight category the order will be shipped.
For Watches, additional items are charged at 1 Pound/Euro per item.
08. How long does delivery take?
Upon receiving your payment, we ship the order immediately. Delivery to the United Kingdom and other European Countries usually takes 2-5 workdays.
09. Which company do you ship with?
We ship with UPS.
10. I would like to complain about/exchange a product. What do I do?
Please contact us by e-mail or phone (have your customer ID or order number ready), briefly outline your issue and we will do all we can to find a solution.
Faulty items will be repaired or replaced free of charge.
11. I would like to cancel my purchase. What do I do?
Please contact us by e-mail or phone and have your customer ID or order number ready.
Upon receipt and satisfactory inspection of the goods at our premises we will issue a refund.
Please enclose a copy of the invoice. The refund process will be dependent on the payment method.
12. What is the difference between guarantee and warranty?
Warranty means that the seller is responsible for selling only such products that are in a faultless condition and free of all defects of title. The seller is held responsible for all defects that have existed at the time of the purchase and those that have become visible at a later time (so called hidden defect). The condition of the item at the time of delivery is decisive. Since 1/1/2002 the legal time period in which a warranty has to be granted (§ 437 German BGB) is 24 month; with second hand items it can be reduced to 12 months. In all cases, the customer is required to contact the seller should there be any defect.
A guarantee is a voluntary, additional service offered by a seller or a manufacturer. Note that a seller is not obliged to hand a manufacturer's guarantee on to a customer. The guarantee always refers to the functionality of certain parts of the item (or the whole item) for a certain period of time. The condition of the item at the time of delivery is not decisive, because the functionality of certain parts of the item (or the whole item) has been granted for a certain period of time. Depending on weather the seller or the manufacturer has issued the guarantee; the customer has to contact the issuing party. The issuing party has to prove that the defect has not yet existed at the time of delivery.
For customers it is important to note that a guarantee cannot under any circumstances replace the legally obligatory warranty. It is also illegal to reduce the warranty in terms of duration and coverage. So please note that a guarantee is always an additional service.
13. What is my certificate of guarantee?
The invoice is your certificate of guarantee.
14. What is a "water column"?
"Water column" refers to a unit of measurement, which describes the density of e.g. technical fabrics (such as in tents, functional- and rain gear). The unit "water column" describes to which amount a certain fabric tolerates water before it penetrates the fabric. Fabrics are considered waterproof when they tolerate a certain water column (raingear 1,3m, flysheets 1,5m and tent floors 2m).
15. What does "min/max" mean concerning the weight of a tent?
Weight min: Tent and poles
Weight max: Tent, poles, pegs, stuffsack, ropes
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