FAQ - Frequently Asked Questions
Customer account
How do I create a customer account
You can create your customer account at https://shopify.com/87327473950/account. Simply log in with your email address. You do not need to set a password for access; instead, you will receive a PIN code at your provided email address.
Do I have to create a customer account when ordering?
No, you do not need to create a customer account to place an order; you can order as a guest.
To do this, simply go through the ordering process as usual, without creating a customer account.
However, we recommend creating a customer account to access an overview of your shipments and order history.
Is my data protected?
The protection of your data is important to us, which is why we protect your data in accordance with our Privacy Policy.
How can I delete my customer account?
If you would like to delete your customer account, please send an email with your request to shop@gruenspecht.de.
Order
Can I change my delivery address after completing the order?
Unfortunately, the delivery address cannot be changed after the order has been placed.
When and how do I receive the invoice for my order?
You will receive the invoice together with your goods. We will enclose it in your package.
My order is incomplete. What can I do?
If your order is not delivered completely, please contact us at shop@gruenspecht.de or via our returns portal. Please provide your order number, delivery note number, and the missing items. We will then take care of your request as quickly as possible.
Parts of my order are defective. What can I do?
If your order is partially or completely damaged, please report it via the returns portal and our customer service will get in touch with you.
We will then take care of the refund or the exchange of the item.
I received an incorrect item. What can I do?
If you have received an incorrect item, please contact us via our returns portal and provide your order number, the delivery note number and the missing items from your order. Our customer service will then contact you.
Subscription Policy
How do subscriptions work?
On the product page, you can see if a subscription is available for the selected product. If so, you can choose your desired cycle. The product will then be automatically sent to the specified delivery address in the selected cycle, and payment will be deducted from your specified payment method.
Is the discount automatically applied to a subscription?
Yes, the discount will be applied automatically once you choose a subscription.
Which payment method can I use to pay for my subscription order?
Currently, the following payment methods are available for a subscription order:
- Credit Card
- Debit Card
- Shop Pay
Do I have to pay for shipping every time?
Should you have selected a product for which shipping costs are regularly incurred, then the shipping costs will also be incurred for each order cycle in your selected subscription.
Can I combine multiple subscriptions?
You can subscribe to as many products as you like, either simultaneously or consecutively. However, for technical reasons, your subscriptions will be processed and shipped individually. This also means that shipping costs will be calculated separately for each subscription.
Where can I see which subscriptions I have?
You can view and edit your subscriptions in your customer account. There you can renew, skip or cancel them.
How can I skip a delivery from my subscription?
To do this, log in to your customer account. You will receive the password as a numerical code via email. In your customer account, you can manage your subscriptions.
Where can I view which subscriptions I have?
To do so, log in to your customer account. You will receive the password as a numeric code via email. In your customer account, you can manage and cancel your subscriptions.
What is the cancellation policy?
Some items in our shop can be offered as subscriptions. This cancellation policy outlines how you can change or cancel these types of purchases.
When you subscribe, you will receive recurring deliveries. These will be based on the subscription duration and frequency you selected. Your payment details will be stored securely. Each delivery will be invoiced unless you pay in advance. Some subscriptions may automatically renew at the end of their term. If you do not wish to renew a subscription, you can cancel it. If you wish to cancel or change your subscription, you can do so at any time. Your order confirmation emails will contain links to your order. From there, you can manage your subscription. For more details on returns and refunds, please refer to our return policy.
Payment
What payment methods are offered?
We offer the following payment methods: credit card, PayPal, Apple Pay, Google Pay, Shop Pay, and Union Pay.
I'm having problems with payment. Who can I contact?
If you have any problems with payment, please contact shop@gruenspecht.de.
Shipping & Delivery
How much are the shipping costs?
The shipping costs per shipment are:
- for an order value up to 20.00€ to 5.95€ (incl. VAT)
- for an order value between 20.01€ and 39.99€ to 3.95€ (incl. VAT)
- for an order value over 40.00€ to 0.00€
How long does delivery take?
The delivery time for your order is between three and five business days. You can check the status of your order in your customer account or by using your tracking number at DHL Tracking.
Which countries can I ship to?
We currently only ship orders within Germany.
Which parcel service provider will ship my order?
Your order will be shipped with DHL.
As soon as your order is ready for dispatch, you will receive an email with the tracking number. You can use this to track your parcel at DHL Tracking.
Can I have my order sent to a delivery address other than my billing address?
Yes, you can have your order delivered to a different shipping address than your billing address.
Specify a different shipping address during the order process.
Can I track the shipping status of my package?
Yes, you can track the shipment status. You will receive a tracking number by email, which you can use to view the status of your package under DHL shipment tracking.
My package didn't arrive. What can I do?
If your parcel has not arrived, first check the order status in your customer account or the shipping status under DHL Tracking with your tracking number.
If your parcel is still not found, please contact us by email at shop@gruenspecht.de with your order number. You can find the order number in the subject line of your order confirmation email.
Shipping during holidays
During the Christmas holidays, we will not be able to ship your orders within 5 business days as usual due to inventory and closing times.
Returns & Refunds
Which items can I return?
As a general rule, only complete, undamaged and unopened items can be returned to us. Items sealed with a hygiene seal can only be returned with an intact hygiene seal.
Should your item arrive damaged or incomplete, please contact us via the returns option within your customer account or using the contact form.
How long can I return my order?
You can return your order to us within the statutory withdrawal period. This period is 14 days.
You can read all information about the right of withdrawal here.
Who bears the costs for the return shipment?
The buyer bears the costs for the return shipment. The costs for a return are €5.95. Please register your return using the return process in yourcustomer account.
If your goods arrived damaged or defective, please also report this via the return process in your customer account or our contact form.
When and how will I receive my refund?
You will receive your refund after the returned goods have arrived at our premises. You can check the shipping status of your return using the tracking number on the return label.
Once your return has arrived, you will receive a refund.
My item is defective. What can I do?
If your order is partially or completely damaged, please contact us via our contact form.
If possible, please send us a picture of the damage. This will allow us to process your request more quickly and easily.
We will then take care of refunding the amount or exchanging the items.
Discount Codes and Promotions
How can I redeem a voucher code?
You can redeem the voucher code in your shopping cart. Please enter the voucher code in the field provided.
Can I redeem multiple voucher codes at once?
Whether you can redeem only one or several voucher codes depends on the respective promotion.
Reviews
How are product reviews verified?
We review ratings of our products after publication. Each rating is individually checked to determine whether it was submitted by a consumer who actually purchased the goods from us. This rating is then marked as "Verified Purchase". If a consumer has submitted a rating but has not purchased the product directly from us, the rating is not marked.
We use the Shopify app Judge.me Reviews to create ratings.