FAQ - Frequently Asked Questions
FAQ - Frequently Asked Questions
1. I placed an order but did not receive a confirmation email.
Don’t worry – sometimes the confirmation email enters to your spam. Please first have a look to your spam or junk mail folder and in case you can’t find an email kindly contact our customers service with either your order confirmation number or the full name with which you have placed the order.
2. Do you offer any discount codes?
Currently we are unfortunately unable to offer any discount codes. Discount codes provided by other websites have not been issued by us and are therefore not valid.
3. Do you offer any alternative shipment methods?
We ship all our parcels either via FEDEX, DHL Premium Airmail.
4. I did not receive a shipping confirmation mail.
We try to ship all our articles as quickly as possible but depending on the article we have to order it from our main stock, which takes around 2-3 business days. Kindly allow this period of time before contacting us. Please also make sure to check your spam for the shipment confirmation mail.
5. There is no state displayed in my shipment address. Will my parcel reach me?
In Europe we do not give states as part of the shipment address. Delivery of your parcel will not be affected by the missing state.
6. My tracking link is not being updated.
After you have received the tracking link kindly allow up to 24 hours until the tracking link is being activated by our shipment provider. Overseas orders have to be processed by customs, which sometimes causes a delay in times of high demand. If your parcel has left Germany, but has not reached your country yet, kindly allow some business days for the processing of your parcel. The tracking link will only be updated once your parcel has been cleared.
7. Where are you based? Where are the articles shipped from? Do you have a physical store?
We are based in Germany and all our articles are shipped from Germany as well. We do have a store in Heidelberg, Germany.
8. Do you ship internationally?
Yes, we ship worldwide. For an overview of the countries we are shipping to kindly visit our shipment section.
9. The amount has been withdrawn twice on my PayPal account
We work with a pre-authorization system, which means that when placing the order, the amount will only be reserved on your account. At first glance this might look like a transaction, but it is only a pre-authorization. We will only withdraw the amount with start of shipment. This contributes to the security of our transactions.
10. I am not from the EU. Do I have to pay import taxes on the order? Are they already included in the price?
As a non EU country you don't have to pay the German tax of 19 %, but unfortunately we can't deduct the tax of the given country. As soon as you choose a delivery country outside of the EU all prices are automatically shown without the German VAT. The VAT will not only be withdrawn during the checkout process. The import tax/fee is not included in our prices and for more information on the exact amount you would have to pay we kindly ask you to contact your responsible customs office.
11. Can I return a product? If so, how?
You can return all products within 14-days after receipt if they are in new and unused condition for either a refund or an exchange. If you would like to return products please fill the Goods Return Note (second page of the invoice delivered with the parcel), describe your wishes, and send it back with the product.
If you like to exchange for another size or colour, please note what you desire.
Please return the goods to the following address:
Pohl Handels GmbH
As soon as the parcel will have arrived back, we will let you know and proceed with the next steps.
12. I have returned a product. Did you already receive it?
We will process your return within 1-2 business days after we have received it. As soon as it has been processed you will receive a confirmation email. Kindly also check your spam for it.
13. I have returned a product. When do I receive my refund? Where does the refund go?
All refunds are transferred to the payment method that had been chosen for the order like credit card, PayPal, or bank transfer. Depending on your credit card company it might take some business days until the money is back in your account.
14. Is there a warranty on the products? If so, how do I proceed, if my article is faulty?
All our products do have a two-year manufacturer warranty. If you feel like your article is faulty, kindly contact our customer service and we will do our best to assist you.