Frequently Asked Questions

After receiving your order, we will send you a confirmation email with your order number. If you don't find an email in your inbox, please check your spam folder. If you use Gmail, please check your advertising folder. Please note that it may take some time before we send the 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 > Orders".

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

If you have created a user account with us, you can check the order status after logging in under "My Account > Orders".

If you have placed your order as a 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.

Of course, you can also enter your preferred payment method or additional delivery addresses here.

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 Card: You can pay with VISA 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.

Online bank transfer: Online bank transfer is a money transfer from one bank account to another, used by millions of customers worldwide. If you choose Online Bank Transfer, you will be taken to a page that displays bank names based on your location. You choose your bank and log in as usual. Two-factor authentication may be required to confirm your identity. After logging in, you select your account and proceed with the transaction. As soon as the payment is completed, you will be redirected back to Bauerfeind. Bauerfeind receives immediate confirmation that the payment has been made and you can quickly get your Bauerfeind products.

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 the billing address, please note our terms and conditions regarding the delivery region.

All you have to do is select a different address under "Change shipping address" when ordering or create a new address to be able to use it in the future.

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.

In the event that you have not completed the payment process or the payment has not been successfully completed, you will also receive an email advising you of this. Please note that only orders with full payment will be processed for delivery.

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. If you have ordered as a guest, this option does not exist.

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.

After receiving the shipping confirmation, it can take up to 24 hours before you can track your package online. This is because the shipping company has to scan the package before you can track it. It can take even longer if the shipment is made just before a weekend.

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

• You can track your order by following the link in your delivery confirmation.
• Log in with your access data and click on the corresponding order number in "Orders" to get details.

If you placed the order as a guest, please refer to the emails you received from us or contact customer service.

We always aim to deliver your order within 1 -3 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.
• A payment issue might have occurred when you placed the order.

Please check you delivery status in your account.

The Order has status ‘Cancelled’.

Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled.

The Order stuck on status ‘In Progress’.

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.

The Order has status ‘Shipped’.

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.

The Order has status ‘Shipped’ and ‘Done’, 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.

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
DE – Germany

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 2.11.5 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? Request the form here.)
2. a) You have ordered with a customer account:
   Please log in to your account, under "Orders" you will find the link to create the shipping label for each order.
   b) You have ordered as a guest:
   With your order you have received a dispatch confirmation by email, which allows you to view the order in detail. Here you will also find the link to create the shipping label. Note the space in the postcode (e.g. N12 JJ7).
   
3. Please fill in the shipping label completely, print it out and stick it over the original parcel label.
   
4. Take your parcel to your Parcelforce Worldwide office.
5. 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.

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

(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.

Our customer service team is available to assist you. Please don't hesitate to contact us with your questions and comments. Contact us by phone +44 20 38850032 or here.

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.

After arrival in our warehouse, processing usually takes place within two working days. During peak periods, processing may take longer than 48 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.

Have you placed an order in our online shop and chosen the wrong size or you don't like the colour?

Simply fill out the return form from your order, create the shipping label and take the package to a Parcelforce Worldwide office of your choice. Get your refund back within 14 days after we have received your return.

You can order your new desired colour/size as usual in our online shop.

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. Above the "Proceed to checkout" button you will find a field for entering the voucher code. Enter your code in the field and confirm the entry.

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.