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Frequently Asked Questions

Ordering & Payment

How do I see if my order was successful? Will I receive a confirmation email? Which payment options are available?

It depends on the type of your payment method.

Credit Card PayPal
When you place the order, we authorise the amount and after the order has left the warehouse, we collect the money. When you place the order, we authorise the amount and after the order has left the warehouse, we collect the money.

Please do not forget to return to our website after payment. Here your order will be completed and you will receive a confirmation of your payment. As soon as the order leaves our warehouse, you will receive a shipping confirmation.

A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder. If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email. But don’t worry, your order will still be processed as normal.

If you have registered an account with us, you can check the order number in "My Account > Order history".

If you have not received an email after approximately 10 min, please also check your spam folder.

If you have registered an account with us, you can check the order status in "My Account > Order history". If you placed your order as guest - please contact us.

Before completing your order, please make sure that you have entered the correct information. Better still, create an account, to securely save your details for future purchases. You’ll also be able to check your recent orders under 'My Account' when you log in.

It is not possible to get a VAT invoice. However, the VAT amount and rate of your purchase is stated on your invoice.

If you need your invoice, please contact us.

We accept the following payment methods in our online shop: Credit Cards and PayPal.

  • PayPal
  • Visa
  • MasterCard

Credit Card:

You can pay with VISA, American Express or MasterCard - simply select credit card as the payment method during the order process. We guarantee the highest level of security with the latest encryption techniques, such as the Secure Socket Layer (SSL) and the 3D Secure procedure. All order and credit card data is only transmitted in encrypted form.

Payment is only made as soon as the order leaves the warehouse. When you complete the order, we authorise the amount and after the order leaves the warehouse, we collect the amount.

Paypal:

With PayPal, you can make cashless payments easily and securely. To use it, you create a PayPal account once by entering your bank or credit card details - so you don't have to re-enter them for every purchase. You then pay by entering your email address and a password and receive a payment confirmation by email - your order is then processed immediately.

Payment is made as soon as the order leaves the warehouse. When you complete the order, we authorise the amount and after the order leaves the warehouse, we collect the amount.

Please do not forget to return to our website after payment. Here your order will be completed and you will receive a confirmation of your payment. As soon as the order leaves our warehouse, you will receive a shipping confirmation.

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country.

All you need to do is untick the box that says 'My billing information is the same as my delivery information’ and then you can enter in your correct billing details.

Sometimes we have to cancel orders. This can be due to a number of reasons, including:

  • Stock availability. It is most likely that your size ran out of stock before we could process your order.
  • Payment issues. Your payment did not go through or we were not able to verify your payment details.
  • Delivery address issues. You may have accidently entered an incorrect or incomplete delivery address which we couldn’t process.
  • If you have requested delivery outside the UK.
  • If product(s) shown on the website contain a (manifest) error such as being incorrectly priced or otherwise incorrectly described.

You are not charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.

We will not automatically send you an invoice. If you need it, please use the contact form to request it. We will email you a PDF copy of your invoice.

Typically, you’ll receive the following emails in regards to your order:

  • Order confirmation email to acknowledge we have successfully received your order
  • Shipping email containing your Track & Trace code

If you have not received an email, please also check your spam folder.

You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully.

You can check the status of your order in the "My Account" section. This will tell you at which stage of the delivery process your order is.

It may be that you placed your order using the guest checkout option. In this case, the order is not associated with a registered account. If that is not the case, please contact us.

You don't need to have an account to place an order. However, having an account can save you time during checkout as it securely saves your address for future purchases. It’s not necessary though if you just want to place an order.

After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there’s a weekend in between.

Delivery

When will my order arrive? Where is my order currently located? Where can I check the delivery status?

We offer the fastest possible delivery. If you have placed your order before 12:30 pm, the delivery should usually reach you the next day. Deliveries are always made on working days.

Please note that deliveries may take longer around nationwide holidays in Germany and unfortunately we have no influence on delays caused by the shipping service provider or customs.

However, you can assume that the delivery will be with you after 5 days at the latest.

If you have registered for an account, you have two options to check the status:

  1. You can track your order by following the link in your Shipment Confirmation email - this will lead you to the order history in the 'My Account' section.
  2. Login and go to "Order history" in the "My Account" section. Click on your order number for details.

If you made the purchase as guest, please refer to the emails sent to you or contact customer service.

We always aim to deliver your order within 1 -2 business days, but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:

  • Your order was shipped during our sales and promotions season.
  • You ordered more than one product. In exceptional circumstances your order may arrive in different packages and on different dates.
  • Your order was placed during a German public holiday or a local public holiday. Our main warehouse is in Germany, and it is home base for each and every one of our products.
  • There were unpredictable circumstances beyond our control.

Do you want to find out the current delivery status of your order - check your "Order history".

There are a few reasons that can keep us from being able to ship your order.

Here are a few possible causes:

  • The product(s) you ordered are out of stock.
  • You live in a remote area, and we cannot deliver there.
  • You specified a PO box as your delivery address. Unfortunately, we are not able to deliver to PO boxes, because our deliveries need to be signed upon receipt.
  • A payment issue might have occurred when you placed the order.

Please check you delivery status in your account

Order has status ‘Cancelled’. Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled.
Order stuck on status ‘Order created or processing’. It can be that the product you ordered is out of stock. In that case please contact us via the contact form or via +44 20 38850032. We will cancel your order in this case.
Order has status ‘Order completed’. Your order has left our warehouse and is now in the hands of the carrier. Please see the according email for tracking code. You could also contact us.
Order has status ‘Order completed’. The track & trace code has status ‘Delivered’ but the package wasn’t delivered. Please contact us via the contact form or via +44 20 38850032. We may have to request a proof of delivery.

Warranty & Return

When is an exchange of my product possible? How can I return my product? When do I get my refund?

Quality is paramount to us. We thoroughly test all our products in real-life conditions to make sure they are in the best possible position to stand up to the uses they were designed. But it’s an inevitable reality that products can get damaged on their way to the buyer.

If a product you purchased from our online shop has a quality issue and you want to return it, you must return it through the official process. Once you do, our quality assurance department will inspect it.

You are refunded if we assess that the product was damaged during the manufacturing process, or if they are in a different condition to how they are supposed to come from the factory. We compensate costs for defective products.

We cannot compensate for products that were damaged for other reasons, including damage by negligence, misuse or wear and tear. We cannot compensate if the product was bought from anywhere other than our online shop. Please see the Terms & Conditions for details.

Please note the life expectancy of a product depends on the individual using it; their characteristic wear pattern and the conditions in which it’s used. Products damaged by normal wear and tear, or products that have exceeded their reasonable lifespan, will not be not replaced.

Products to be returned must be in the following condition:

  • The product(s) must not have been used or damaged beyond normal inspection use.
  • The product(s) must be returned in its original packaging (and save shipping packaging).
  • The product(s) can only be accepted if the original label has not been removed.

The Product must be returned (following the instructions on the Website) to:

Bauerfeind AG
Retouren / Tor 38
Weißendorfer Str. 5
D-07937 Zeulenroda-Triebes

The easiest and our preferred way to return your products is to follow the steps in the return section of the Website, because this both returns the products and notifies us of your desire to withdraw from the contract of sale in one go.

If you return your products by following the above instructions, we shall bear the costs of returning the products. Returns not made in accordance with the instructions set forth above shall be at your own risk and at your expense.

We shall notify you via email once we have received and processed the returned product(s).

We do not refund products ...

  • ... obtained from a source other than the website;
  • ... that are not returned in the conditions named in 2.15 of the T&C;
  • ... that have been damaged by abuse or negligence (e.g. exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.); and/or
  • ... that have been damaged by misuse or activities other than the intended purpose (e.g. use of running shoes for court sports or hiking footwear as work boots, etc.)

Please note the life expectancy of any product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. Products damaged by normal wear and tear or that have exceeded the reasonable lifespan of the product are not replaced.

Follow these steps to return your order:

  1. Fill out the return form that was included in your shipment and include it in your parcel. (Is there no return form and label in your parcel? Use the contact form to get one.)
  2. Click here to prepare your shipping label, print it and put it on your parcel over the original label.
  3. Take your parcel to your post office. (Service available in the majority of Post Offices branches)
  4. Get your refund back within 14 days after we have recieved your return.

Products to be returned must be in the following condition:

  • The product(s) must have not been used or damaged beyond normal inspection use.
  • The product(s) must be returned in its original packaging (and save shipping packaging).
  • The product(s) can only be accepted if the original label has not been removed.

The Product must be returned (following the instructions on the Website) to:

Bauerfeind AG
Retouren / Tor 38
Weißendorfer Str. 5
D-07937 Zeulenroda-Triebes

(This address is stated on your return form and the official shipping label that you can print.)

If you return your products by following the above instructions, we shall bear the costs of returning the products. Returns not made in accordance with the instructions set forth above shall be at your own risk and at your expense.

We shall notify you via email once we have received and processed the returned product(s).

Our customer service team is available to assist you. Please don't hesitate to contact us with your questions and comments.

After you drop off your return package at the local drop off point, it can take 2-7 business days for the package to get to our warehouse in Germany.

Once it arrives at our warehouse, it can take up to 24 hours to process. During peak times the processing time may exceed 24 hours.

We refund the cost (of any defective products) through the payment method used by you when purchasing the goods within fourteen (14) days from the date we have received your return shipment.

If you placed your order from our online shop and received the wrong product, please contact us by phone +44 20 38850032 or via contact form and we’ll help you with the return and refund process. If you received a product that's the wrong size, you can return the product to us and re-order at our online shop.

Voucher

How can I redeem my voucher? Do I get my voucher back after a cancellation?

It depends which type of voucher you used.

If you used a voucher that gave you a percentage discount (e.g. 10% off), the voucher can be replaced if you return the order, or part of it. It can also be replaced if your order got cancelled, or if you cancelled the order yourself.

If you used a voucher that gave you a monetary discount (e.g. £10) the voucher can be replaced if you return the full order, if your order got cancelled, or if you cancelled the order yourself. If you return part of the order, you will receive a refund for the amount applied to that part of the order. The invoice gives you a comprehensive breakdown of the split of discount across products.

Unfortunately it is not possible to reactivate redeemed vouchers. Please contact us by phone +44 20 38850032 or contact form to request a replacement voucher. If you plan to make a return, please do so prior to requesting your replacement voucher.

With a voucher, you're able to get a discount when you purchase products through our online store. Here's how to claim your discount:

  1. Pick a product (one that's applicable for a voucher discount) from our online store.
  2. Go to your shopping cart by clicking the 'Check out' button at the top of the screen.
  3. Click ‘Enter promo code’ in your cart.
  4. A voucher field will appear. Type your voucher code into the field and hit ‘Apply'.

Keep in mind the voucher ...

  • ... is only valid for a limited time.
  • ... may not be applicable to all products.
  • ... cannot be applied after you've placed an order.
  • ... cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount.

You can find the Terms and Conditions related to voucher usage stated on the bottom of your email, or on the voucher.