In the Klarstein online shop, different delivery options are available depending on the product category and package size. In the final step before completing your order, all applicable shipping costs will be displayed.

Our products are shipped with various logistics partners such as UPS, DHL, DPD, GLS. For larger items, we work with DACHSER, HES, Rhenus. Only with the carriers HES and Dachser, you will be contacted by telephone to set a delivery date.With other shipping service providers (DPD, DHL and Co.), you can only try to use the change options in the tracking.

Order Status

No, because the choice of the transport company is made directly in the warehouse and mainly depends on packaging dimensions and delivery country. After all, we want your delivery to arrive as safely as possible. If you have any questions or comments, please do not hesitate to contact us.

In the confirmation e-mail sent to you after the goods have been shipped, you will find all the contact details of the respective courier service.

Only HES deliver the parcel right into the flat. The other shipping service providers sometimes do this to save time with smaller parcels, but are not obliged to do so.

Only speditions call the customer shortly before delivery. With other shipping service providers, the customer must use the tracking information to prepare for delivery.

Currently, we can not yet provide you with a free choice of shipping days, but we will keep you informed about the status of your delivery.

Shipment information can rarely be changed.

You can only change the shipment information before the product is released for shipment and if you paid through bank transfer.

In this case you can contact our customer service and we will change the shipment information.

In case the package is already on its way and has been assigned to a specific route, it will not be possible to change the address, since once the payment will be processed and the item be shipped, we will use the information you provided to assign a delivery service provider for your order.

As we cannot contact the delivery service to provide additional information about a shipment that is already in transit, we recommend that you contact the delivery service directly to change the delivery information.

We are currently not able to offer relay options. If you have any further questions, please do not hesitate to contact our customer service.

If something went wrong when you received the tracking information for your order, please contact our chatbot. We will provide you with updates as soon as possible.

If your shipment is more than 3 days late or you did not receive the tracking information after checkout or if you see in the tracking that the product has been returned to the sender, please contact our customer service. We will give you more information about how to proceed.

In case you received only part of the set or some pieces of the product are missing, you should first to check the tracking as this will always update accordingly. Sometimes, our couriers will ship the items in different packages for logistical reasons.

If this is not the case, please contact our customer service. We will provide a solution for you.

If you discover damage to the product upon opening, please take photos and send them to us. You can request a replacement, a repair or refund.

If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return.

Register the return online via our self return tool in just 3 easy steps:

Register the return

If by checking the tracking status it seems that all your ordered products have been delivered, but if you received an empty parcel or you have not received any parcel

• please fill out our AFFIDAVIT confirming that the box was empty or that you have not received any parcel

If by checking the tracking status it seems that all your ordered products have been delivered, but some packages are missing, or some arrived empty

• please fill out our PARTIAL AFFIDAVIT confirming that you didn't receive one/some packets or that the box was empty

Please fill the document out, sign it by hand and send it to our e-mail address. Additionally, mention in the same email, how you wish to proceed.

• We can offer you a new shipment or a refund of the item price. Please note that we can only proceed with your request upon receipt of the signed document. We are obliged to warn you that any untruthful statement may result in legal action against you.

Remember: If you signed a storage contract with the carrier to leave your parcel at a desired location, we cannot accept your Affidavit and you have to report the case directly to the carrier.

In case you ordered multiple items, that should have been sent in the same parcel and one item seems to be missing, or In case you received all items, but only a spare part/accessory (f.e.a remote control, the wheels of a chair) is missing

• you can contact us through our customer service. We will organize a new delivery for you.

Our customer service will send you a new return label so that you can send us the missing part.