Frequently Asked Questions

How does the ordering process work with Klarna?
Further information under the following link: https://www.klarna.com/de/smoooth-mehrzuklarna/

1. Add the items you wish to order to your shopping cart. You can see the contents of your shopping cart at any time by clicking on the "Shopping Cart" link on the top right-hand side of every page (first step in ordering process).
2. From the shopping cart, you will then proceed to the checkout. In the event you already have an e-shop-direct account, you may enter your login information now (e-mail address + password). If you do not have an account, you will create one now.
3. During the next step, you will choose your delivery and payment methods. Depending on the selected payment method, you will be directed via a secure SSL connection to your payment service provider in order to enter your payment information. As a guest payer on PayPal, you will only be directed to the corresponding page to enter your bank information once you have submitted the order to us.
4. Specify your billing and delivery address in the payment section.
5. In the final step of the ordering process, verify that all of the information you entered is correct. If you would like to make changes to any of the information you entered, simply click on the step you would like to go back to in the ordering process chart on the top of each page. If all of the information is correct, click on the "Submit Order" button.
6. We will send you an order confirmation e-mail as soon as we receive your order.
   

Of course. At the checkout you have the opportunity to check all entries again, before it will be sent to us. Ist there anything wrong? No problem! Now you still have the option to change all the information. Just send us your o‍rder, if all entries are correct. After that you will receive an o‍rder confirmation by email, automatically.

Unfortunately, there is no changing possibility, after receiving the o‍rder confirmation.

If you have chosen one of our built-in products, you can find a specialist dealer of your choice with the help of the dealer search. Afterwards, you can choose one of the espacially offered installation dates.

After successful completion of the o‍rder, all required data and the product(s) will be sent to the dealer. The dealer will contact you as soon as possible to inform you of the exact time of installation.

You pay the installation costs directly to the installation dealer - we only inform you about the installation costs.

Ordered products which won’t be required for an installation at one of our specialist dealers will be sent to you separately as soon as possible with our usual shipping service.

Due to various automatisms, it isn't possible to cancel the o‍rder after receiving the o‍rder confirmation.

In o‍rder to be able to ship on the same day, we need your o‍rder by 1 p.m. at the latest. For orders placed at a later time, we can't promise shipping on the same day any longer.

You can see the receipt of your o‍rder by using the sent tracking link. The average delivery time for GLS deliveries is about 2-3 working days after receiving the o‍rder confirmation. Please note that longer times may be possible for forwarding consignments. Here the delivery is always notified in advance by telephone.

If we can't deliver an o‍rder at once, the delivery will be split up. Of course you will receive an information about this. You don't incur any additional freight costs.

Every product which can be added to your shopping card in our onlineshop is available from stock. As soon as the goods are ready for dispatch, you will receive an e-mail. In this e-mail you will be informed about how you will be supplied. After the goods have been dispatched, you will receive another e-mail including the tracking id of your shipment.

As soon as an o‍rder has been sent to you, you will receive an email with the tracking number of the shipment (parcel service). Now, you can easily track the delivery status online. Simply click on the link which is given in the email or enter, if necessary the tracking number of the shipment.

Unfortunately, detailed shipment tracking isn't possible for freight forwarding shipments. These shipments are always notified by telephone.

You are also welcome to contact our customer service if you have any questions regarding the exact delivery date.

Unfortunately this is not possible for some technical reasons. You are welcome to leave a written message with a parking permit at your neighbours house to the parcel service. As a rule, the parcels will be delivered there accordingly.

Deliveries to non-EU-countries incur additional duties, taxes and fees. You will be charged for this when the shipment is delivered. With the held of the following link you can find further information of customs duties: http://ec.europa.eu/taxation_customs/customs/customs_duties/tariff_aspects/customs_tariff/index_de.htm

For further information of import sales taxes: http://auskunft.eztonline.de/ezto/Welcome.do 

Further information especially for Switzerland: http://xtares.admin.ch/tares/login/loginFormFiller.do.

We charge you the costs, which are charged to us by a parcel service or shipping company.  You can see the exact shipping costs by looking in your shopping cart before submitting the o‍rder. For doing thias you have to be logged in or registered, because this is the only way for letting us know your delivery address, which will be used to determine the freight costs.

If we make partial deliveries, we will no longer charge you. You always pay the cheapest price, as if everything was sent at once.

In our shop you have several possibilties to pay easily and safe.You can pay by credit card (MasterCard or Visa), PayPal or Paypal guest payment. In some countries you can either pay easily by invoice through our partner Klarna. If you choose the credit card payment you have to enter the secure code. For this code you have been informed by your bank or you have defined it by yourself. If you have any questions about this payment method, please contact your credit card issuing bank. Paypal guest payment offers you the possibility of using this method as a guest payer without having a Paypal account. PayPal provides various and typical payment methods.

At the time of ordering the payment is only authorized. Your credit card account or PayPal account will be debited when the goods are ready for dispatch. At this point you will receive the invoice by email. If you choose paying on open invoice, the payment period of 14 days begins with the invoice date.

Don't worry - no payment-related data from you will be saved. This data is entered directly at your payment service provider.

If the shipment is obviously damaged upon arrival, unpack the goods in the presence of the deliverer in order to check for damage to the contents. Please always have the deliverer confirm any damage to the packaging in writing. 

And please contact us immediately if the goods inside the damaged packaging have also been damaged.

As a part of the ordering process, the payment providers check your credtitworthiness. If there are any discrepancies, this payment method will unfortunately be rejected.

However, you can contact Klarna directly and use your data to inquire why the payment was declined.

https://www.klarna.com/de/kundenservice/ (Attention, if you click on the link, it will takes you to the Klarna homepage)

Validity

All of our promotional vouchers are predefined validity. You will always find this directly on the received voucher.

 Voucher types

We differentiate between different types of vouchers:

Minimum o‍rder value

The minimum o‍rder value is the amount paid in the online shop at the end of the purchase process.

Minimum purchase value

This differs from the minimum purchase value - the value of the goods actually retained counts here. If the value of the goods after return falls below the minimum value determined by InterCaravaning, the voucher is no longer valid.

 Compatibility

Only one voucher code can be redeemed per o‍rder. A combination isn‘t possible at any time.

 Additional Information

If you have problems distinguishing between the number 0 and the letter O - our voucher codes consist only of the letter O.

If you cannot redeem the voucher, please note the minimum purchase value -> If this is not reached, the voucher cannot be redeemed.

In o‍rder not to damage the pricing policy strongly, it isn't possible to issue a volume discount.

Please always use the return label provided by us. The correct address for returns is stored there.

1. Are you already registered as a customer? Then please proceed as follows:

a. Log in to your customer account

b. S‍elect the menu item "Orders"

c. Find the o‍rder from which you want to return the items

d. Click on the "thunderbolt"  and s‍elect the items which have to be returned

e. After selecting the reason for the return and sending the return, you will receive the return label from GLS for printing

f. Please print out the return label and the delivery note for returning

g. Place the delivery note in the package, pack it and fasten the return label well

2. You ordered as a "guest"?

Please contact our customer service directly using our contact form, stating the o‍rder number and the reason for contact. The return label will then be sent to you by email.

3. Would you like to return shipping items? *

a.  As a registered customer (1.) click through the returns portal

- As soon as a freight forwarding article has to be returned to us, "freight forwarding" is automatically selected as the return option

- After successfully submitting the return request, our partner carrier will contact you by phone within 3 working days to arrange a pick-up date. If you are not available, you will be notified by email / SMS.

 b. If you have ordered as a "guest" (2.), please contact our customer service by giving the o‍rder number and the reason for contact.

- The shipping company will now contact you as soon as possible to arrange a pick-up date

* Please note that you are responsible for the immediate costs of the return. The return costs incurred will be offset against the credit of your return.

Even if something like that shouldn't happen, it can happen. It is important to note that if the packaging already shows signs of damage, it should not be accepted as a "pure receipt". The damage must be confirmed immediately by the respective parcel service provider.

Of course, you still have the right to check the contents of the package for possible damage in the presence of the parcel service provider. If the content is broken either, the easiest way would be to refuse to accept the package.

Alternatively, you can log in to your customer account in the online shop and print out a return label, as well as a package label and send the items back to us. If it is a freight forwarding item, we ask you to contact us by phone so that we can arrange a pick-up.

In both cases, we will endeavor to process the claims as quickliy as possible.

Unfortunately, an exchange in advance isn't possible, because the damage has to be checked by our quality assurance.

We're very sorry for the trouble and work with the acquired item. Due to the manufacturer's legal right of rectification, we can't take back the item withour further ado. After receiving your return, the article will be send to the manufacturer, where it will be checked again. If it is repairable, the manufacturer will surely repair it. In isolated cases, the manufacturer also offers a new exchange. If this would be the case, we will surely do our best and ask him for a credit note.

Due to the high demand, the coveted "short-term" appointments are unfortunately always allocated very quickly. Please try again in a few days.

In this case, please contact the respective retailer directly and cancel the appointment as early as possible. Ther specialist dealer will, if requirde, handle the return of the goods. As soon as we have received and checked the goods, the value of the goods will be refunded by using the original payment method.

Everyone starts small.

It is very important for us to offer you the best service in the most uncomplicated way right from the start. Therefore, the awnings aren't available in the online range, yet.

We are constantly working on our product portfolio and will also include the awnings of the well-known manufacturers in the online shop in the near future. Until then, please be patient.

If you have any questions, our customer service of course will be competently available for you.

The staturtory warranty right apply to all goods from our shop.