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YOU have
a question?

Do you have questions about your order, payment, delivery or would you like to exchange a product?

Here you will find a list of frequently asked questions and our answers!

Order online & delivery

What are the shipping costs?

Within Germany and Austria, standard shipping is free of charge for orders over €50 (excluding bulky goods). For orders under €50, we charge a flat-rate shipping fee of €2.95 per order. For orders with a value of less than €30, the transportation fee is €4.95 per order. For bulky goods, we charge an additional flat-rate freight fee of €14.90 per shipment. Bulky goods are marked separately in the online store. overview of delivery costs abroad.

How is delivery carried out?

We usually deliver by DHL parcel service. For larger items that cannot be sent as a parcel, delivery is carried out by a forwarding agent. The delivery method for your order depends on the size and weight of the item ordered.

When will my order be delivered?

As soon as your order leaves our warehouse, you will receive a shipping confirmation by email. You can track your order using the tracking number from the shipping confirmation. It sometimes happens that your order is split into several parcels. If this is the case, you will receive several shipping confirmations.

We usually hand over all deliverable items to the shipping company the following day so that you receive your order within 3-4 working days.

Please note that there may be seasonal fluctuations that lead to short-term delays in delivery, especially during the vacation and vacation periods.

I was not at home at the time of delivery - What now?

The majority of our parcel items are delivered by DHL. If you are not at home at the time of a parcel delivery, DHL will leave a notification. You can then collect your delivery from the specified post office within the next 7 days.

Can I add more items to an open order?

If the order is not yet complete, you can add further items at any time without incurring additional postage costs.

Do I have to pay the shipping costs for subsequent deliveries each time?

No. You will only be charged the shipping fee once for each order, regardless of how many parcels you receive from us.

An item was missing from my order

We are sorry that your order has not arrived in full. Sometimes it happens that we send orders in several parcels. This happens, for example, if the items are stored at different locations or are shipped directly from our stores or partners. In this case, you will receive a separate invoice and a separate shipping confirmation by email for each parcel. Please check the respective invoice to see whether the missing item should be included in this parcel. Items not listed on the invoice will automatically be delivered to you as soon as possible. Normally, the outstanding package will arrive within a few days. We always strive to offer you the best service and apologize for any inconvenience.

I have moved / my details have changed - what do I need to do?

If you have a customer account in our online store, you can change your details there yourself at any time. In the 'My account' section, you will find the options to change your personal details, delivery addresses and password. Your information will always be up to date and we can offer you an even better service.
>> To the customer account

Payment & refund

Why are not all payment methods displayed when I place an order online?

With every order, an automated commercial check of the address and order data is carried out. After this check, we reserve the right to exclude certain payment methods during the ordering process. We ask for your understanding. In this case, please choose one of the payment methods offered.

I can no longer find my invoice, who can I contact?

You can request your invoice via our contact form. Please state your request, your customer number and the order number. We will then be happy to send you a copy of the invoice.

Why have I received a reminder?

To clarify your request, please contact us directly by email at accounting@fritz-berger.de.

Can I pay several invoices in one transfer or do I have to pay them all individually?

Of course you can pay all invoices in one transfer. Please state your customer number.

Can I simply deduct the return value from a bank transfer?

Of course you can deduct the value of the returned goods from the bank transfer. If you pay by direct debit, only the difference will be deducted from your bank account, provided the return is made within 14 days.

I can't remember which payment method I chose.

On the invoice you will find information on how to pay the invoice.

When will I receive my refund?

As soon as the returned goods have been booked in our warehouse, you will receive a confirmation from us by e-mail. A few days later, the amount paid will be refunded. If you have any further questions, our customer service team will be happy to help you.

How is the refund made?

The refund will be made in the same way as the payment.

Return & guarantee

I want to cancel my order - what do I have to do?

If you want to cancel or cancel your order, please contact us as soon as possible. We will do our best to accommodate your request.
However, please note that orders are often processed immediately to ensure fast delivery. If your order has already been dispatched, it is unfortunately no longer possible to cancel it. In this case, you can simply refuse to accept the shipment as soon as your parcel is being delivered. Alternatively, you can return the goods to us within 30 days of receipt and make use of your right of return. Please also take a look at our returns policy for more information.

During what period can I return items?

The statutory provisions apply, see General Terms and Conditions and Cancellation Policy.

How do I make a return correctly?

Please use the fully completed return slip to accompany the return so that the return can be processed more quickly. The return slip can be found with the invoice documents, usually as the 2nd page. If you no longer have the return slip, please enclose a copy of the invoice. Please check your mailbox in advance, including your spam folder, to see if you have already received the invoice. For postage-free returns, please use the enclosed return label, which is located on the sheet with the remittance slip. This address label can be used to return goods weighing up to 20 kg via DPD to one of over 7,800 DPD parcel stores. If the goods cannot be posted or you need a copy of the invoice, please contact us. Be sure to keep the returns delivery bill until the return or complaint has been processed.

Can I return an ordered product if I don't like it?

Of course, you have the option at Fritz Berger to cancel the contract without giving reasons in accordance with your statutory right of withdrawal. We will of course bear the costs of the return shipment.

Can I also order other items when returning goods?

Please reorder your desired item via our online store.

How long will it take for my complaint to be processed?

As a rule, you will receive an exchange within approx. 10 working days. If an item is sent to the manufacturer for repair, we will inform you accordingly. Please note that there may be short-term delays in processing complaints due to seasonal factors (especially during vacation periods).

How long is the guarantee or warranty valid for?

The statutory provisions apply. The statutory warranty period is 2 years and begins with the handover of the goods. You can find more information about the warranty in the menu item General Terms and Conditions.

Berger gift voucher

Where can I buy a Fritz Berger gift voucher?

You can simply buy a Fritz Berger gift voucher in a store near you or conveniently order it online. You can choose any amount between €10 and €200.

How can I redeem the Fritz Berger gift voucher?

If you order online, you can enter it during the order process. Have the gift voucher ready for a telephone order. For in-store purchases, present the voucher when paying at the checkout. Unfortunately, it is not possible to pay out the voucher in cash.

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