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FAQ - Frequently asked questions

Most questions can be answered very often in no time. In order to help you as quickly as possible, we have summarized the most frequently asked questions from customers below.
Before contacting us directly, we ask that you first search here for an answer to your question.

Questions about shipping

When will I receive my order? How long does delivery take?

Our transport service providers (DHL, DHL Express and UPS Express) come to our warehouse every day and pick up all the packages to be sent. With payment methods such as invoice, PayPal, credit card, SOFORT, Giropay, Amazon Pay, Apple Pay, EPS or iDEAL, your goods will be shipped immediately after receipt of the order. If you select the payment method bank transfer, the goods will leave our premises upon receipt of payment on our bank account.

Expect delivery times within Germany of around 1-3 days.
For the transit times via DHL Paket to other countries, please refer to the following source: Transit times for international parcel shipping

You also have the option of using our express shipping via DHL or UPS. Within Germany, the transit time is only 1 working day (delivery on Saturday is also possible with the Saturday Express).
But also internationally, very fast delivery times are achieved by express shipping. (Example Germany to New York via UPS Express: 1-2 days)
For more information about express shipping and our other shipping methods, please see our Shipping information page.

How much are the shipping costs?

The shipping costs are calculated according to weight and destination country. You also have the option of using express shipping via DHL or UPS. This results in additional costs. Detailed information about shipping can be found on our shipping information page.

Can I track my package in transit?

If the package has been handed over to our shipping service provider (DHL, DHL Express or UPS Express), you will be informed of this separately by email. Furthermore, there is a so-called tracking code in this email, with which you can track your package at all times during shipping. You always have an overview where your package is at the moment.

Can I have my order sent to a packing station or post office?

With us you have the option within Germany to send your order to:

a DHL packing station
a post office
a desired neighbor

This is useful, for example, if you work during the day and cannot accept the delivery in person. The goods can then simply be picked up at a desired time using one of the 3 delivery options mentioned above. Everything you need for receiving broadcasts to a packing station or post office is a corresponding packing station or post office number as well as a post number, which you give us in the ordering process in the "delivery address" step. The corresponding data must be requested separately from DHL beforehand.

Do I have the option of a desired delivery?

Within Germany and by shipping with DHL, you also have the option of having your package delivered to you on a desired day and preferred storage location (e.g. carport, garage, hotel reception etc.). You will find the option directly in the ordering process under the selection of the shipping method.

Questions about payment

The payment method "purchase on account" does not work for me in the ordering process! Why?

The purchase on account runs in the background during the ordering process via an external service provider (Klarna), which takes over the receivables and risk management for us. In rare cases, the transaction is rejected by the service provider. Unfortunately, we have no influence on whether the data entered is accepted by the service provider or not. Unfortunately, it is also not possible for us to justify why the transaction is rejected in these cases. This is at the sole discretion of the payment service provider. We ask for your understanding here.

Points to consider when purchasing on account:

The value of the ordered goods must not be higher than 1000€.
The billing address must be the same as the shipping address.
Creditworthiness is required and will be checked during the ordering process based on the data you have entered. We have no influence on this. This is checked directly by Klarna in the background.
The payment target is 14 days. Default then occurs automatically and further costs arise from reminders, collection, etc.

However, if the purchase on account is rejected, this is no cause for concern. Alternatively, we offer you a number of other, very reliable and secure payment methods.

The payment during the ordering process did not work! What now?

If your payment fails during the ordering process (e.g. due to a typo, computer crash or other reasons), there is no need to worry. You have the following options here:

Possibility 1:
If you have a PayPal account, direct payment of the outstanding amount to our PayPal account. The intended PayPal recipient address for "send money" payments via PayPal is: support@trachten24.eu. The payment is then automatically assigned here.

Possibility 2:
Advance transfer of the amount to our company account. The account details for this are:

Payee: Trachten24 GmbH
IBAN: DE93 7504 0062 0360 7009 00
BIC (außerhalb DE): COBADEFFXXX
Credit institution: Commerzbank Regensburg
Purpose of use: *Order number or unique identifier*

Possibility 3:
Retry or re-order with a different payment alternative. In this case, please contact us so that we can cancel the previous order.

Questions about the order

How do I put something in the shopping cart without obligation in order to buy it?

If you want to add something to your shopping cart without obligation, just click on an item. This will take you to the item detail page. There you have the option of selecting sizes and colors, for example, and then placing the item in the shopping cart with a click.

An overview of products that are already in the shopping cart can be found under trachten24.eu/Cart.
Only items that are in the shopping cart can be purchased. You can then complete the ordering process directly from the shopping cart and go to the checkout.

How does the ordering process work?

The ordering process is divided into 3 simple and quick steps. By clicking on "Checkout" in the shopping cart, you initiate this process:

1. Enter billing and delivery address
In the first step, enter your billing and delivery address. Both can be one and the same address.
Note: You do not necessarily have to create a customer account. An order is possible at any time WITHOUT registration.

2. Select shipping and payment method
In the second step, select a shipping method and payment method.

3. Summary
On the last page you will receive a complete summary of all the information you have provided and a list of the shipping costs.
If you confirm here, your order will finally be sent.

Can I order multiple items to choose from?

You can order several items from us without any problems.
Nevertheless, we recommend that you determine the most likely size in advance using our size charts. If you are between 2 sizes and are unsure simply order both sizes to try them on and then send us back the one that doesn't fit. We will then immediately refund the invoice amount to you.

In the event that you only order one size, it is also no problem to exchange it for a different size or model afterwards. Simply send us back the item that does not match and order the new item you want from us in the shop again.

Note:
Please note, however, that you handle the goods with care and return them to us in their original packaging and unworn. Worn and used goods can no longer be accepted by us. The mere fitting is of course excluded from this.

Will I receive a confirmation email after the purchase?

Yes.
After the successful completion of the purchase process, we will send you an email, which again contains all the data for the purchase. (Purchased items, purchase price, payment method and information on payment, delivery address, cancellation policy, etc.) We will inform you separately by email about further steps that are carried out in the course of shipping (e.g. whether the goods have been sent).

Questions about products

With my leather trousers there was 1 leather loop for the braces! Is one missing here?

The fact that there is only 1 leather loop for the braces in the package is correct. This is intentional and not an error.

Explanation:
The strap is used to cross-fix the braces on the back. However, this is only to be understood as optional and is by no means absolutely necessary. You can also wear the braces at any time without this fixation.

Questions about returns

Where can I get a return label for the return shipment?

You can have a free return label for returns within Germany and Austria sent to you by email under this link, print it out and stick it on the package. Shipping is then free for you.

Important note:
You can use our free returns service if you are making a size or style exchange, or returning part of an order. You will not incur any costs. In the case of a complete return of goods, however, we calculate the postage costs in accordance with our General Terms and Conditions. subtract this from the credit.

Furthermore, please never return unfree packages to us. Due to the freight collect shipping, high postage fees are due from DHL, which we unfortunately charge for returns that are freight collect would have to calculate further.

Before returning the goods, always check whether the address printed and given on the return label matches our company address.
Our company address is: Hofer Str. 11, 93057 Regensburg

I did not receive a return label by email! What should I do?

If you do not receive the requested return label within 20 minutes to the email address you provided, please check the following:

Check your SPAM folder. E-mail providers in particular such as GMX, WEB, Hotmail, Gmail etc. incorrectly classify DHL e-mails as SPAM. The email may have slipped into your SPAM filter.
Your email address may have been entered incorrectly. Please fill out the return form to apply for the label again.

Can I exchange goods if they don't fit or return them in full?

Within your 14-day right of withdrawal, you have the option of exchanging the ordered goods or returning them entirely.

Important note:
If it is determined that goods have only been worn once on certain occasions and then returned within the cancellation period, we may be able to claim compensation for the value of the goods be made! The mere fitting is of course excluded. If you are returning goods, please make sure that they are complete (including hanging signs, buttons, packaging, etc.) and returned clean.

Can I send back my package postage paid?

Please never send freight collect packages back to us. If you send items back to us, you can easily and conveniently use a return label.

Since unfree packages are charged with a high "penalty postage", these are sent back to you directly in connection with contractual regulations with our transport service providers. This creates unnecessary costs for you. Therefore, please frank each parcel properly.

When do I get my money if I return goods?

If you revoke the purchase contract, you will usually get your money back within approx. 2-3 working days.

Since the chargeback and the exchange cause an enormous effort, there may be delays in some cases. However, the deadline - according to our terms and conditions - will not be exceeded under any circumstances. As a rule, however, we will try to credit your money back to you before the above-mentioned period of time has expired.

General Questions

Can goods be bought on site?

No.
Shopping on site is not possible. We only sell or ship our goods via our online shop.

How can I contact Trachten24?

The best and quickest way to contact us is via our contact form. We will get back to you immediately and answer your request.

Alternatively you can also call us. The phone number is +49 (0) 941-59952760.

Your question is not included?
Then simply contact us via our contact form or by phone on +49 (0)941 - 599 527 60. We're always happy to help.