FAQ
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General
Whom shall I contact if I have questions to orders, products or services?
Our support team will be happy to assist you. Please contact us by phone: 0049 (0) 8341 9777-0 or by E-Mail: shop@goerlach-gmbh.de
Order
Why are certain items suddenly no longer available?
The manufacturer has removed certain products from the assortment or these are not in stock.
What are the advantages of registering?
- Direct contact partner for individual requests and product consultation
- No minimum order size
- No initial purchase required when starting as a partner
- Listing of prices excluding VAT
- Special discounts for all product offers at wholesale prices
- Special discount for large orders on request
- Regular customer newsletter
- Packaging units tailored to wholesale
- Latest product trends and offers available one year in advance already
- Delivery at your desired date
- Option to change the terms of payment into ‘on account’ after three successfully delivered orders
- Access to recent orders
How secure is my data?
All data is transmitted with an SSL-encryption. Data is not shared with third parties.
Is there a minimum order?
There is no minimum order. Starting at a net purchase value of € 50.00, shipping is free of charge within Germany.
How secure is online payment?
Online payment is very secure. Thanks to the SSl encryption, all data is securely transmitted.
What are my payment options?
You have the option to order using different payment types. An overview of the payment types can be found here.
Can I purchase on account?
This is possible for registered customers who have placed at least 3 orders.
Where can I find the bank account information and deadline when buying on account?
Both the bank account and the terms of payment are listed at the bottom of the invoice.
How can I redeem a promotional voucher?
Promotional vouchers are redeemed directly in the shopping cart.
Can gift vouchers be purchased?
No, we do not yet offer gift vouchers.
How long are vouchers valid?
All vouchers can be redeemed at any time. Only one voucher is accepted per order.
What happens to any remaining credit?
If desired, the remaining credit can be settled with the next order. Otherwise, the remaining credit can also be refunded by bank transfer.
What happens if the product cannot be delivered?
In the event that items cannot be delivered, we offer an alternative product to our customers.
Can I cancel an order? If yes, how?
Orders can be cancelled at any time by telephone or email.
How can I be sure that the Swarovski products are real?
Using the QR-code and the Swarovski seal on the packaging.
Can I also place an order by telephone?
Telephone orders are also possible during our office hours.
How do I know that my order was received?
Once your order has been received by us, we will send you an order receipt and order confirmation including the delivery date of your item.
Can I still change an order?
As long as you have not received a shipping confirmation from us, you can change an order at any time.
How can I search for products?
Using the product filter, you can limit a selection of items or use the keyword search.
Can I save my shopping cart?
All items that are not removed from your shipping cart are automatically saved.
Returns
How can I return items?
Products are sent back to us in their original packaging with the returns sheet.
How long does it take until my money is returned to my account?
Once the returned item has been received, approx. 3-4 business days.
Is there a contact person for returns?
They will be directly forwarded to the clerk responsible for the online shop.
Can I exchange all goods?
All products in their original packaging can be replaced or returned. Unfortunately, we cannot replace or credit packages that are open.
How much time do I have to return an item?
Ordered items may be returned within 14 days.
Where do I send my returned items?
Returned items should be sent directly to Sudetenstr. 86, 87600 Kaufbeuren Germany.
Will I incur costs for the return shipment?
We only reimburse return postage costs for goods that were shipped incorrectly.
Customer Service
I forgot my password. What can I do?
Reset password here or contact customer service.
Is there a newsletter? How do I sign up?
Yes. You can subscribe by submitting your email address at the bottom of our website. New subscribers receive a €5 voucher.
Can I unsubscribe from the newsletter, too?
Any time, free of charge.
How do I contact Customer Service?
We are reachable at: 0049 (0) 8341 9777-0
When is the Customer Service available?
Mon-Thu 7.30 AM – 05.00 PM
Fridays 7.30 AM – 12.30 PM
Where are the General Terms?
The General Terms are available here.
Data protection and security
Is my personal data transmitted securely?
All data is securely transmitted using SSL-encryption.
Shipment and delivery time
How is my order delivered?
You have the option to receive the ordered goods via different shipping methods or to collect these at a UPS Access Point yourself. An overview of the shipping types is available here.
My address has changed. – What can I do?
Please communicate a change of address by telephone or email to shop@goerlach-gmbh.de and change the address book in the customer account.
How long does it take until my order arrives?
Depending on the product’s availability, 4-7 business days.
Will I receive a shipping confirmation?
You will receive an email with the invoice as a PDF file and an order tracking number on the day of shipping.
Can I have my parcel shipped to a German ‘Packstation’ or post office?
You may have your parcel shipped to a ‘Packstation’ or post office if so desired.
Can I submit a billing address that deviates from my delivery address?
Yes, you may submit a deviating delivery address.
What happens to my parcel if I am not at home on the day of delivery?
Depending on the forwarder, a new delivery attempt will be made. In the event that the deliverer does not encounter the recipient again, the parcel is automatically sent back to the sender.
What do I do if the delivered item is incorrect or deficient?
Should you receive an incorrect or deficient delivery, please contact Customer Service by telephone or email.
Can I submit a desired delivery date?
You may gladly inform us when a delivery is optimal for you.
Supplier and product review
Is my review anonymous?
Yes, you may submit a nickname.
Which products can be reviewed?
All products may be reviewed.
Where can I find my review?
In your customer account under ‘My customer reviews’.
How can I submit a new review or change an existing review?
In your customer account under ‘My customer reviews’.
Your contact person
