Frequently Asked Questions (FAQs)Back
1. Can I order from outside Germany?
- Yes, we don´t only ship within Germany, but also to the following countries: Denmark, Sweden, Finland, Switzerland, Romania, Latvia, Spain, Greece, Norway, France, Austria, the Netherlands, Belgium and Luxembourg. For our international customers we offer a Dutch and an English version of our online shop. The international shops are available on www.77onlineshop.eu and www.77onlineshop.nl. The European and Dutch flag at the top of our website lead to the respective international shops. Please note that international shipping usually takes 3-5 business days.
2. Can I order by phone?
- Yes, you can also order by phone. Please note that we offer the same product range by phone as we do online. Our online shop is updated several times a day and our customer service representatives access the same item availability you do.
- If you want to order available items by phone, please note that you can only choose from the following payment methods: cash on delivery and payment in advance. PayPal, credit card, SOFORT Überweisung and iDEAL payments can only be used online.
3. How long does it take for my package to arrive?
- Using PayPal, credit card, cash on delivery, SOFORT Überweisung, or iDEAL for your payment, it takes 1-2 business days from the receipt of your order to the delivery.
- Exception: Shipping for items that we need to order from our external warehouses takes 2-5 business days. Those items are marked "shipping takes 2-5 business days" on our online shop.
- Opting for payment in advance, we´ll start the shipping process after the receipt of payment. It then takes 1-2 business days for your package to arrive.
- If you order from outside Germany, it usually takes 3-5 business days for your package to arrive.
4. How will my order be shipped?
- For deliveries within Germany we exclusively use DHL Standard. For deliveries outside Germany we use DHL International.
5. Will I receive an order confirmation?
- Yes, you´ll receive an order confirmation e-mail within a few minutes after placing your order.
- In case you opt for payment in advance, you´ll also receive a payment in advance notification including the necessary bank details.
6. Can I track my order?
- We automatically send shipping confirmation e-mails at 6 pm on business days. The confirmation includes a DHL tracking number with which you can track the status of your shipment on www.dhl.de.
7. Can you ship my order to DHL Packstations?
- Yes, we also ship to DHL Packstations. You just need to enter the following necessary information into the address field during the order process: Packstation number, DHL customer number, and ZIP code.
8. How do I know that my payment has been received and registered successfully?
- If your payment has been successful, you`ll receive a payment confirmation e-mail. Your order will be delivered within 1-2 business days after receipt of payment.
9. How long will it take before I get a refund after returning an item?
- Upon processing your return, we`ll send you a return confirmation e-mail. You`ll receive your refund within 5 days after receiving this e-mail.
- Alternatively, you can deposit credit which can be offset against the purchase amount of your next order. Unused credit doesn`t expire. Simply choose between credit, refund, or exchange item by checking your choice on the return slip enclosed to your order.
- In case of PayPal payments, we exclusively transfer refunds to the PayPal account.
10. Which payment methods are available?
- PayPal, cash on delivery, credit card (Visa (Verified by Visa) or Mastercard (3D Secure)), payment in advance, SOFORT Überweisung, and iDEAL.
- Opting for cash on delivery, you have to pay EUR 5.10 (COD fee) plus EUR 2.00 (transfer fee), thus EUR 6.30, additionally to the purchase amount and shipping costs. Cash on delivery payment is only available for deliveries within Germany.
- Opting for payment in advance, please exclusively use the purpose of transfer noted in your order confirmation when transferring the purchase amount. Only then, the receipt of payment can be quickly assigned and we can ensure a smooth shipping process.
- We dont offer purchase on account.
11. Ive lost my invoice. How can I get a new copy?
- Please write an e-mail to email@example.com and request a new copy.
12. Has my return arrived yet?
- Enclosed to your order, you`ll find a return slip. At the bottom of this document you`ll find two bar codes. With the number below the right-hand bar code you can track the delivery status of your return on www.dhl.de.
13. What are the shipping rates? Is there a minimum order value?
- Shipping costs depend on payment method, purchase amount, and shipping destination. You`ll find a detailed overview of the shipping rates on our website (footer). Shipping within Germany is EUR 4.99 EUR.
- Returns within Germany: In case you want to return an item, simply use the return slip enclosed to your order. Using the DHL return label, returns are easy and free, regardless of the payment method or the purchase amount.
- Returns from outside Germany: In case you want to return an item from outside Germany, you`ll find the necessary return slip in your online customer account. In case you don`t have an online customer account, you can request the return slip writing an e-mail to firstname.lastname@example.org. We`ll send you the return slip via e-mail so you can print it. Returns are free, even from outside Germany.
- The minimum order value is EUR 19.90 per order.
- In case of coupon promotions (excluding gift coupons), the minimum order value may vary. Information on varying minimum order values will be provided for each coupon promotion. Please note that in case of a return, coupon values will be deducted from the refund amount if the minimum order value is not met.
- In case of gift coupons the minimum order value is the regular EUR 9.90.
14. What do I need to consider regarding the new IBAN and BIC procedures (SEPA)?
- SEPA is a standardized transfer procedure within the euro area. Since February 2014 this new procedure replaces the old procedure. In order to make purchases on our shop, you have to use the new SEPA transfer procedure.
- The new SEPA transfer uses two special identification numbers which replace the old account number and bank code number: IBAN (International Bank Account Number) and BIC (Bank Identifier Code).
- Please, exclusively use IBAN-and BIC when transferring money to us. In case you don`t know your personal IBAN-and BIC, you can contact your bank or use an online transformation system which converts your normal bank account details into BIC and IBAN.
- SEPA is applicable to euro payments only.
15. My name or my address has changed. What do I need to do?
- In case your address and/or your name have changed, please send us a notification by e-mail to email@example.com. We`ll change the necessary information and thus ensure smooth processing of your next order.
- In case you have a personal customer account, you can log in and easily update your personal information.
16. How can I contact customer service?
- If you want to contact our customer service, please write an e-mail to firstname.lastname@example.org.
17. What are the customer service operating hours?
- Customer service is operating business days from 8 am to 5 pm. We usually reply e-mails within 24 hours.
18. I want to change, cancel or revoke an order. What do I need to do?
- In case you want to change your order, please write an e-mail to email@example.com. Please, always include your customer number / order number in your e-mails. If you want to revoke an order, you`ll find further information here:http://www.77onlineshop.de/widerruf.htm?websale8=77onlineshop&tpl=page_redaktion.htm&otp1=widerruf&otp2=Widerrufsbelehrung.
19. Can I buy gift coupons?
- Yes, you can order gift coupons as well. We offer gift coupons worth EUR 25, EUR 50, EUR 100, EUR 150, and EUR 200. Cash payments of the gift coupon`s value isn`t possible. You`ll find our gift coupons by simply entering "gift coupons" into the search field. The usual order process also applies to gift coupons.
20. How do I redeem gift coupons?
- You can redeem your gift coupons during the order process. Every gift coupon has an individual coupon code. Just enter the coupon code into the according field and click the "redeem gift coupon" button. The coupon value will be deducted from the purchase amount automatically.
- Please note that you can redeem only one coupon per purchase.
21. How can I find out if sold out items are available again?
- Our online shop is updated several times a day. That means that you can always check the current availability of items on our website. Unfortunately, if you can`t see an item online, its definitely out of stock.
22. How can I determine the right size for me?
- Every item description on our website includes a size table which helps you to find the right size for you. Some of our items tend to be smaller or larger than usual. Such items will be marked "smaller than usual" or "lager than usual" if its the case.
23. How can I find out if my return has arrived successfully?
- Enclosed to your order you`ll find a return slip for returning your order. You`ll find the according tracking number below "Return number" on the top right-hand corner of the return slip. You can enter the tracking number on www.dhl.de and see the current status of the package and if we already received it.