Service & Help
QUESTIONS AND ANSWERS (FAQ)
Order online strong>
How can I order from you?
You can order all products in our online shop simply and conveniently with a click of the mouse. Our shop navigates you in 5 steps - from shopping cart to order completion - quickly and easily. You must first register with a customer account.
Can I cancel my order?
Yes, if your order has not yet been dispatched, it can of course be canceled. Simply send your cancellation request by email to
Can I add products to my order afterwards?
No, unfortunately it is not possible for you to add additional products to your order. We therefore ask you to place a new order for this.
Shipping and delivery
Where will my goods be delivered to?
It depends on your goods order exactly where it will be taken. So we hand over packages to the front door. The products ordered are often large-volume building materials that have to be delivered by a freight forwarder. Depending on the product, we deliver this free curbside (goods are unloaded at the roadside) or free delivery address WITHOUT UNLOADING. In the latter case, please note that 2-3 people must be on site for a smooth unloading. You can find out which delivery applies to which product on the respective product page. In general, when ordering, you will have the opportunity to provide us with comments regarding the place of delivery.
Will I be informed of the exact delivery date?
For notification, there is a possibility that you will receive a call from the shipping company about 1 hour before delivery. Alternatively, you can sign up for a notification byDecide SMS or email. Here an appointment is suggested 1-2 days in advance, which you must confirm. If the suggested date should not fit, you can postpone it by up to 2 days.
What are the consequences if I am not at home when the delivery is made?
If you know in advance that you will not be at home on the day of delivery, it is advisable to leave a note with the logistics service provider. For example, you can indicate that they can hand over the goods to your neighbor, put them in the yard entrance or call you on a mobile number. However, it should be noted that the transfer of risk is transferred to you with the unloading.
If the driver does not find a recipient or note, he will take the goods with him again. The second attempt to deliver is subject to a charge, in the amount of the shipping costs.
Can I have my order sent to a different delivery address?
Of course, we will also send your order to a delivery address that differs from your billing address. To do this, you simply have to specify your corresponding delivery address during the ordering process.
Is it possible to pick up the goods?
As we focus on the logistics and shipping of Unfortunately, it is not possible to pick up the goods on site.
Can I have deliveries delivered abroad?
Delivery is only possible within Germany (without islands) and Austria.
Which payment options are there?
You have the following payment options:
- Payment by credit card
- Payment by PayPal < / li>
Guarantee and return
How long do I have Guarantee for an article?
Basically we grant a guarantee for all our products according to the legal V 2 years old. In addition, many products have a longer warranty period that the manufacturer grants. You can find this information in the respective products as well as their warranty conditions. We explicitly point out with the product if such guarantees exist.
How long do I have the right of withdrawal?
You have the right to make a declaration within fourteen days reasons to revoke this contract.
All information on revocation can be found at our Cancellation policy
How do I cancel the contract with you?
To exercise your right of cancellation , you must inform us of your decision to cancel the contract with a clear statement. You can do this in the form of an email at email@example.com or you can Download and use the sample cancellation form as a PDF format, but this is not mandatory.
What should I watch out for when returning the goods? Strong >
At AT hardware store you can of course return your goods. Below you will find helpful tips on how to pack the products as gently as possible to ensure that they are transported without complications. So your return arrives safely undamaged.
If possible, use the original packaging and make sure that there is a completely closed surface no moisture can penetrate the goods and corners and edges are protected. If the goods were packed in bubble wrap and cardboard boxes, use them again.
Shipping by freight carrier on a pallet
1. strong> Line the top of the pallet with a large section of cardboard and bubble wrap. Place the goods straight on the pallet so that the stability is guaranteed and there is no risk of slipping.
2. Cover the shipping item with a tear-resistant film and press the ends under the item so that it is the film does not slip.
3. If necessary, wrap the goods with cardboard.
4. Tie the shipping goods with ribbons. Please note that the item must not protrude beyond the pallet on the sides.
How do I get my money back when I return my goods? < / strong>
For repayment, we use the same form of payment that you used in the original transaction. Unless otherwise expressly agreed with you.
You can find all information on the subject of revocation under our Cancellation Policy