FAQs
Here you will find the most important answers to questions about the online shop and your order.
Orders
Where can I view my order?
If you ordered as a guest, you will receive an order confirmation and a shipping confirmation by email, where you can view all the important information about your order.
If you ordered using a customer account, you can also view all important information about the order and shipment tracking in your customer account.
How can I change or cancel my order?
Orders already placed cannot be changed. However, as long as your order has not yet been shipped, you can still cancel it and place a new order if necessary.
Cancellation
Please send us your cancellation request via the Contact form We will take care of it as soon as possible.
If your order is already on its way to you, no problem. Simply return your order to us free of charge within 14 days of receiving the goods.
Reservation
Unfortunately, it is not currently possible to reserve items in our online shop.
Shipping & Delivery
What shipping methods and delivery times are available?
Delivery to Germany
We currently ship all orders to Germany via DHL.
Shipping takes between 1-3 working days.
Delivery to Belgium, Denmark, France, Italy, Luxembourg, Netherlands, Austria, Poland & Czech Republic
Orders from these countries will be shipped via UPS.
Shipping takes between 2-8 working days.
Where can I track my order?
Once we have shipped your order, you will receive an email from us with the tracking link.
Can I change the delivery date of my order?
After the goods have been shipped, you will receive an email from our shipping partners in which you can specify any desired changes to the delivery.
Are shipping costs charged?
Shipping to: Germany
Shipping to Germany costs €4,95. Orders over €250 ship free.
Shipping to Belgium, Denmark, France, Italy, Luxembourg, Netherlands, Austria, Poland & Czech Republic
Shipping to these countries costs €12,95. Orders over €300 qualify for free shipping.
Payment
What payment methods does Papenbreer offer?
We currently offer payment via Paypal, credit card, Klarna (invoice purchase) and Giropay.
Paypal
If you select PayPal as your payment method, you will be redirected to PayPal at checkout. There you can log in to your account or pay as a guest.
Your payment will be confirmed immediately, and your order will be processed directly.
Refund:
- For returns or cancellations, the refund will be automatically credited to your PayPal account
- Depending on your PayPal settings, the amount will either remain in your PayPal account or be transferred to your bank account
- If your PayPal account is no longer active, we will refund you directly to your bank account
More information about PayPal
Credit card
We accept Visa, MasterCard, American Express and
Card banks. Your data is protected by SSL encryption.
Payment by credit card therefore offers a high level of security and
Convenience.
Burden:
The amount is authorized upon completion of the order
and is usually charged within 1–2 days.
Refund:
In the event of a return or cancellation, we will refund the amount
automatically to the originally used card.
Klarna
With Klarna you can choose between different payment methods:
- Purchase on invoice
- installment payment
- instant transfer Sofort
Refund:
Refunds are processed directly through Klarna. Depending on the payment method chosen, Klarna will either credit the amount to your Klarna account or adjust the installments accordingly.
Further information on Klarna
How do I receive my invoice?
We will send you your invoice by email along with the shipment of the goods.
Unfortunately, subsequent changes to invoices are prohibited by law.
Lost your invoice?
No problem. Please contact us using the contact form at the bottom of the page, and we will gladly resend the invoice to you.
Are my payment details secure?
Yes. We use an encrypted connection (SSL/TLS), and our payment provider stores payment information securely. We do not store sensitive credit card information on our servers.
My Customer Account
How can I create a customer account?
On your laptop, you'll find your customer account in the top left corner of our online shop. On mobile devices, you'll find your customer account at the bottom of the menu.
Open your account page and click "register". You will receive a registration confirmation via email.
With a customer account, you benefit from, among other things, a faster checkout process. You can view all your orders and track your shipments directly through your account. You can also use your personal wish list.
How can I reset my password?
To request a new password, simply click on "Forgot your password?" on the login page. Enter your email address there and you will immediately receive an email with a link to reset your password.
How can I delete my customer account?
Please contact us using the contact form at the bottom of this page. We will gladly delete your customer account for you immediately.
How can I unsubscribe from the newsletter?
At the very bottom of each newsletter you will find an "unsubscribe" link, which you can use to remove yourself from the mailing list.
Returns, Exchanges, Refunds
How can I return my order?
You can return your shipment free of charge up to 14 days after receipt in our Returns portal Sign in.
To ensure your return can be correctly processed, please enter the 10-digit order number in the returns portal. You can find this number in the subject line of your order confirmation email.
You can either print a return label and affix it to the return package, or simply present the QR code for returns at the nearest DHL parcel shop. They will then print a return label for you.
To ensure a smooth return process and to avoid claims for compensation, please observe the following instructions:
- Dress: Please try on clothing only as you would in a store. The clothing must be free of signs of wear, odors, or soiling. Please do not remove any labels
- Perfumes: Please return perfumes and cosmetics only in their unopened and originally sealed packaging
- Accessories: Please return all accessories, including all supplied accessories, instruction manuals and original packaging
Is there a deadline for returns?
You can return your items to us free of charge within 14 days of delivery.
When will I get my refund?
Once we have received the returned items, your return will be processed immediately and a refund will be issued within the next 2-3 days.
Depending on the payment method, it may take up to 3 more days for the refund to appear in your account.
Are there any return shipping costs?
Returns within 14 days of delivery are free of charge. Simply affix the DHL return label from our website. Returns portal on the package and drop it off at a DHL parcel shop near you.
Can I return items from different shipments in one package?
Of course, you can return all items together in one package. To do this, please download only one return label and include the completed return form for each order with your return.
How can I exchange an item?
If you would like to exchange an item for a different size or color, please contact us via the Contact form.
If the desired item is available, we will gladly exchange it for you free of charge.
