Shipping
What are the shipping costs?
As a clubhummel member, you will receive free delivery on orders over 50 EUR. If you are not a member, free delivery applies on orders over 70 EUR. Below your applicable threshold, delivery is available at a cost of 3,45 EUR. The delivery charge is not included in the product price and is advised to you during checkout before you confirm your order.
What is the delivery time?
We deliver in 3-6 business days after you have placed your order with us.
During holiday or promotional periods (such as Black Friday and Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to significant increases in order volume.
Can I track my delivery?
Yes, once your order has been dispatched, you will receive an e-mail from us containing your invoice and tracking number.
My order seems to be delayed – what should I do?
If you haven't received your parcel 6 working days after placing your order, it may be due to delays with the courier, or our warehouse being unusually busy. Please contact us so we can ensure you receive your parcel as quickly as possible.
Please note: Longer delivery times during certain campaigns, such as sales and Black Friday, may occur.
Returns
How do I return my order?
Are you a customer from Czech Republic, Romania, Slovakia or Slovenia? Please go to our return policy. Otherwise please proceed as follows:
1. Use our return portal
If you wish to return an item, please use our return portal here. Follow the steps in the portal. You will then receive an email with a return label that must be printed and attached to your package. Please note that returning an item will incur a return fee.The return fee will be automatically deducted from the refund amount.
2. Prepare the package
Pack the item(s) carefully. Place the printed label on the parcel. Make sure it is clearly visible and that address, and barcodes are not covered. Please note: If you have to return items from more than one order, these should be sent separately as refunds cannot be combined.
3. Return your package
Drop of the package at your nearest post office and send it to the address provided on the printed label. Remember to obtain and keep a receipt for delivery of the parcel.
How long is my right of withdrawal?
You have a 14-day right to cancel when you shop on the Website. Are you a member of clubhummel you have a full 100-day right to cancel your order. This right to cancel starts from the date on which you receive the item(s). If this deadline falls on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline will be extended to the following working day.
What is the return fee?
Returning an item will incur a return fee of 3,50 EUR. The return fee will be automatically deducted from the refund amount.
How long will it take before I receive my refund?
Once your return has been registered in our warehouse, we will process your return and refund your money as quickly as possible. Please note that it can take up to 14 days from the time we receive your package until your money is refunded to your account.
The refunded amount will always be transferred to the same payment card used for the purchase. You will receive an email as soon as your return has been processed. How long it takes for your account to be credited depends on your bank and what payment method you used when ordering. Note that refunds to Mastercard credit card take longer, often up to current month + the next month until your refund is visible on your bank statement.
Make a claim: My product is faulty - what should I do?
We have a very strict quality control and we ensure that our products are tested regularly. However, should you need to file a complaint regarding a product purchased on hummel.net, you can read more about how to make a claim in our return policy.
Please note that we are not able to handle claims on products purchased at another retailer.
Can I exchange an item instead of getting a refund?
Unfortunately, we are not able to offer an exchange service. Instead, your order will be refunded and you can place a new order.
Items purchased at sale or with a discount code can only be re-ordered with the same offer if the offer prices are still valid.
Orders
I haven't received an order confirmation – is my order accepted?
Please check your e-mail spam filter first. In case you don't find your order confirmation here, there is a risk that your order hasn't been properly registered. Please contact us to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.
Can I make changes to an order I made?
Unfortunately, we cannot make changes to your order or address information once the order has been placed, since our order processes run automatically. However, we might be able to stop your order from being dispatched, depending on the status of the order. In case you regret the content of your order, you can deny receiving it and it will be returned to our warehouse and refunded for a return fee. In case you accidently made an error in the address information, the shipping carrier might also return it to us depending on the type of error. In that case, your order will be refunded.
Discount codes
How do I use a discount code?
The discount code is to be entered at check-out before you complete your purchase. There will be a box where you can type in or paste in your discount code. Please be aware that it is case sensitive and there must be no spaces.
What do I do if my discount code is not working?
Please note that the discount codes are case sensitive and no spacing must be used. If you have received a discount code by e-mail, we recommend you to copy-paste this into the discount code field to avoid typing errors and similar.
Moreover, there may be particular conditions and/or requirements set for your discount code. Check to see if the discount code can be used with the items that you have in your basket. The conditions will be set out in the e-mail you received containing the discount code.
If you are still experiencing problems, please feel free to contact our customer service.
Can I combine several discount codes?
No, it is not possible to combine discount codes. You can only use one discount code per order.
I have already completed my purchase - can I use my discount code?
No, unfortunately, you cannot use a discount code if your purchase has already been completed. All the orders are handled as quickly as possible after completion and for this reason it is not possible to use a discount code on an order that has already been completed.
I have used a discount code on my order and wish to return it - will I get a new discount?
If you have made a purchase using a percentage discount (e.g. 10%), you will get the purchase amount refunded to your payment card and we will not issue a new discount code.
Payment
Which payment options do you provide?
We provide the payment options below:
Payment methods
I am experiencing problems during checkout – what do I do?
Please try another browser - preferably Google Chrome, Safari or Mozilla Firefox. If this doesn't help, there might be a technical error and we would love to hear from you in order for us to solve the problem and help you complete your order.