You have questions about your order, payment, delivery or want to exchange a product?
Here you will find a compilation of frequently asked questions and our answers!
Online ordering & delivery
What are the shipping costs?
Within Germany and Austria, standard shipping is free for orders over 50,- € (except bulky goods). For an order value below 50,- € we charge a transport flat rate of 2,95 € per order. Below an order value of 30,- € the transport flat rate is 4,95 € per order. For bulky goods we charge an additional flat rate of 14,90 € per shipment. Bulky goods are marked separately in the online store. overview of delivery costs abroad.
How does the delivery take place?
We usually deliver by parcel shipment with DHL. In the case of larger items that cannot be sent by parcel, delivery will be handled by a freight forwarder. The delivery method of your order depends on the size and weight of the ordered item.
How long does it take to receive my order?
Generally, deliverable items are set for delivery the next business day, so you will receive your order within 3-4 business days. Please note that due to seasonal factors (especially during the vacation season), there may be a high volume of incoming orders and therefore short-term delays in delivery.
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 delivery, DHL will leave a notification. You can then pick up your delivery at 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 more items at any time without incurring additional postage costs.
Do I have to pay the shipping fee for subsequent deliveries each time?
You will only be charged once for each order, regardless of how many packages you receive from us.
What do I do if items listed on the invoice are missing from my shipment?
Often, for shipping reasons, several packages are sent, but these are combined into one invoice. Normally the outstanding package arrives 1-2 days later. On the invoice, above the section with the customer number, it is also noted how many packages were sent.
Payment & Refund
Why are not all payment methods displayed for an online order?
With every order, an automated standard 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 offered payment methods.
I can no longer find my invoice, who can I contact?
You can request your invoice via our contact form. Please enter your request, your customer number and the order number. We will be happy to send you a copy of the invoice.
Why have I received a reminder?
In order to clarify your request, we would like to ask you to contact us directly via email at email@example.com.
Can I pay several invoices in one transfer or do I have to transfer them all separately?
Of course you can pay all invoices in one transfer. Please indicate your customer number.
Can I simply deduct the value of the returned goods 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 that the return is made within 14 days.
I don'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 we will refund the amount paid. If you have any further questions, our customer service will be happy to help you.
How will the refund be made?
The refund will be made in the same way as the payment.
Return & Warranty
In what period of time can I return items?
How do I make a return correctly?
Please use the completely filled out return bill as a cover letter for the return, so that the return can be processed faster. The return bill is located with the invoice papers, usually as the 2nd page. If you no longer have the return slip, please enclose a copy of the invoice. In advance, please check your mailbox, including your spam folder, whether you have already received the invoice. For a postage-free return please use the enclosed return label, which is on the sheet with the remittance slip. With this address label a return by mail is possible up to 31.5 kg. If the goods are not postable or you need a copy of the invoice, please contact us. Be sure to keep the return delivery bill until the return or claim has been processed.
Can I return an ordered product if I don't like it?
Of course you have the possibility to cancel the contract without giving reasons according to your legal right of withdrawal. We will of course bear the costs of the return shipment.
Can I order other articles when returning the goods?
Please reorder your desired item via our online store.
How long does it take until my complaint is processed?
Usually you will receive an exchange within about 10 business days. If an item is sent to the manufacturer for rework, we will notify you accordingly. Please note that there may be short-term delays in processing complaints due to seasonal reasons (especially during the vacation season).
How long is the guarantee or warranty?
The legal regulations apply. The legal warranty period is 2 years and begins with the delivery of the goods. You can find more information about the warranty in the menu item AGB.
Berger Gift Certificate
Where can I buy a Fritz Berger gift voucher?
You can simply buy the 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 in the order process. For a telephone order, have the gift voucher ready. For a purchase in the store, present the voucher when paying at the checkout. Unfortunately, a cash payment of the voucher is not possible.