FAQ

FAQ

1. Orders and processing

1. Do I have to create a customer account in order to purchase products in this shop?

To purchase products in our online shop you don’t have to create a customer account. You can easily create orders as a guest.

You will enjoy some advantages when shopping as a registred costumer though: you can save several shipping addresses, track your order’s status and save articles in a wish list.
» Register now and enjoy the advantages!

2. How long is the delivery time?

The delivery time for products which are ready to be shipped immediately amounts to 1 to 3 working days within Germany. If the delivery time differs you will find the information in the product description and in your order confirmation.
If you chose prepayment as a payment option please note that your order will only be processed and shipped after the complete amount has been registred on our bank account. You will be informed per e-mail as soon as your command leaves our warehouse and will additionally receive a tracking number to track your command under the following portal:» http://www.dhl.de/en/paket/information/sendungsverfolgung.html

3. How can I change or cancel my order?

We endeavor to deliver your products as fast as possible. Changes in your order are at best possible directly after creating it. Please note: after your order has been transfered to our warehouse changes are not possible any more. E-mail: service(at)carl-mertens-shop.com

4. How is a return processed?

We endeavor to pack your products as safe as possible. In case of complaints or transport damages we will be glad to help you. Please register your return in our return portal. You will then immediately receive all necessary further information. In case of transport damages or quality defects we would like to apologize. If the defect is visible on a photograph we would beg you to upload it in the portal. This way we can easily and rapidly process your complaint, for under certain circumstances you will not have to send back the damaged products.
Please do not send us articles back without using our return portal or without contacting us.
link to the return portal  
Using the return portal is not mandatory to exercise your right to cancel.

Please be aware: We can't accept returns from the United States of America. We are very sorry and hope for your understanding.

5. Where is my order?

To know where your order is at the moment you can use the tracking code you received in your shipment confirmation. The tracking can be obtained on the following portal:

» http://www.dhl.de/en/paket/information/sendungsverfolgung.html

6. How much are the shipping costs?

See here for a listing of the shipping costs.


7. May I order by phone?

You can order by telephone via our service number. But please note that the service number chiefly serves to help you in case of urgent questions or technical problems. If you order by phone we can only offer you prepayment as a payment option.



8. Where can I see the current payment status for my invoice?

Purchases on account are processed by our service provider Payolution which you can contact directly under the e-mail address info(at)payolution.com. In the Payolution consumer portal you can also check your invoice status. For this just enter your order’s reference (to be found in your order confirmation) and your birthday:




9. How do we receive an invoice without VAT as an EU company?

We will be glad to send you a VAT-free invoice. Just send us your VAT no. per e-mail.


10. Can I, as an individual, receive a VAT refund if I my products sent to a German adress into a non-EU country?

Therefor you will have to transfer the products in your personal luggage (not by a freight forwarder) while crossing the border. Your domicile has to be in a third country (a country outside the EU) and the products must be transfered within three months after the purchase.

Apart from this we nee the following form:

"Ausfuhr- und Abnehmerbescheinigung für Umsatzsteuerzwecke bei Ausfuhren im nichtkommerziellen Reiseverkehr".

You will receive this form on demand at the custom authorities or you can download it here.

It has to be filled, stamped and signed by the custom authorities while crossing the border.

Please send then this form stating your account details to our address: constancy GmbH, August-Bebel-Strasse 27b, 07743 Jena.

Please note that we can only process demands done with fully filled out forms.








Purchasing products and more

1. I can’t find a certain product in the online shop. What can I do?

You will find all current products of Carl Mertens in this online shop. Products you don’t find are probably not available any more. For further information please directly contact the factory: info(at)carl-mertens-shop.com

2. Where can I find a merchent nearby?

In this listing you will find addresses, contact details and websites of merchents selling Carl Mertens products.

3. Where do I find a current product catalogue?

Find out about the current assortment of Carl Mertens products here in our current catalogue.


4. Is there a factory outlet?

You will find an outlet shop at the Carl Mertens factory. There you can purchase products from the whole Carl Mertens assortment, gift articles as well as price reduced outlet products.

Address:
Krahenhöher Weg 8
42659 Solingen

Fon +49(0)212/24225-0
info@carl-mertens-shop.com

shop hours & contact:
Monday to friday, 10-16
and every first Saturday in the month, 10-14




Using and maintaining Carl Mertens products

1. How do I use and maintain Carl Mertens products in a proper way?

See here for further information on this subject.


User account and newsletter

1. How can I keep in touch with new trends and promotions?

See our current highlights on our home page. Price reduced articles are to be found in the offer and promotion section.
Register to our newsletter to keep permanently in touch with new trends and promotions. Each month you will get an insight in highlights and promotions to come. » Register now!

2. What can I do if I forgot my password?

If you forgot your password, use the link near the entry boxes. Enter your e-mail address and we will send you a new password by e-mail.


3. Which advantages do I have as a registred user?

In principle you can use all the shop’s elementary functions as a guest without any problems and you don’t have to register to place an order.
As a registred user you will be processed through the ordering process much more rapidly, be able to save several shipping addresses and to track your order status as well as save articles in a wish list.
» Register now and use all advantages!











Geschenke und Extras

1. Are there any gift cards in the Carl Mertens online shop?

Gift cards for the Carl Mertens online shop can be purchased in a value going from 25 to 500 €. The code will be sent to you via e-mail.

2. How can I cash in a gift card?

Gift card codes can be entered in the shopping cart just before checkout. It is possible to use several gift cards on one order. The gift cards purchased in this online shop are also only usable in this online shop
Please note that different gift cards cannot always be used in one order in combination with certain promotions.
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