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FAQs and answers
1. General Questions
1.1. How do I order?
Shopping at hhv.de starts with filling your virtual cart by clicking the „ADD TO CART”-button within the detail view of your item of choice.
All items you are able to add to your shopping cart are in stock and will be sent out to you immediately after submission.
You’ll find your shopping cart’s status on the upper right side of our website. Click this symbol in order to check, delete or amend your cart’s content.
Submit your hitherto non-binding order by hitting the „CHECK OUT”-button on the upper right side of our website beneath the cart. Follow the three steps of submission and use the „BACK”-button in order to adjust your entry.
Step 1 recaps your selected items and adds up the amount.
You can change each item’s order size with the pull-down menu in the quantity column – please affirm every entry with the „UPDATE”-button! You can also add further items via their ID, enter discount codes or gift voucher codes, and you’ll find the amount of your bonus coins which you can convert in our For Free Section.
Click „PROCEED” in order to get to the next step.
Step 2 requires your name, address, phone number and e-mail address. You already have an account at hhv.de? Then just log in and your details will automatically be uploaded.
Please note: Every *-marked box requires a complete entry in order to process your request and keep you updated! If your delivery address deviates from your billing address, let us know right here.
Click „PROCEED” in order to get to the next step.
Step 3 shows all your details again. Make sure they’re correct and choose your payment method by clicking the according check box.
Shipping charges vary according to method of payment, order size and destination.
We advise you to read and accept our General Terms and Contitions by marking the according check box – the submission can only be completed after your agreement and clicking „Buy”.
We’ll automatically send you a confirmation e-mail with all the details.
1.2. Why should I set up an account?
Your benefits are:
- Your address will be automatically included in your order.
- You have at any time an overview of your previous orders in your account.
- You can use our wish list.
- You can make different individual preferences for the use of our web shop.
1.3. What ist the wishlist for?
The wishlist enables you to preorder upcoming items when they’re currently sold out or not available. You’ll be sent an information e-mail as soon as they’re back in stock – ready to add them straight to your cart.
The wishlist also works out fine as virtual notepad. Same as putting items to your cart, memorising items is a non-binding feature.
Remember: You can only use the wishlist when logged in.
1.4. Why was I able to order an item that is actually out of stock?
We’re sorry! This is a very unlikely event of internal supply difficulties. Hard to wipe out completely with over 80.000 goods in stock. Please contact our Customer Care Team!
2. Shopping and Delivery
2.1. Can I add further items or assemble two orders after submission?
Once your order has been submitted, adding further items isn’t possible. But we can assemble orders after submission – as soon as they’re not paid yet (only for advanced payment!). Therefore, use the comment field at step 3 of completing your order, and note joining your current order with the other order’s tracking number. You’ll be sent an e-mail containing the new final amount.
Please note: Due to subsequent amendment delay may occur!
2.2. How can I amend my order?
As long as your order isn’t paid yet, and hasn’t been processed yet, you sure can amend it. Concerning method of payment, delivery address, e-mail address or discount codes, please contact our Customer Care Team!
Please note: Due to subsequent amendment delay may occur!
2.3. Where can I view my order after submission?
Use your account to check your current order and order historyIn case you don’t have an account, use the link sent to you with the confirmation e-mail.
2.4. How can I cancel my order?
As long as your request hasn’t been processed yet, you can cancel it. Please contact our Customer Care Team!
2.5. How long does the delivery take?
Your order will be processed within 24 hours after payment receipt, and handed over to UPS or Fedex, who again delivers within 1 or 2 days within Germany and 1-7 days international. With DHL more than 90% of parcels are delivered on the next day in germany.
2.6. Do you deliver to Packstations?
Yes, we deliver to Packstations in germany. Packstation is a free service from DHL that allows you to choose whether your Deutsche Post parcel is sent to your home or to a parcel machine (PACKSTATION) of your choice. An e-mail or text message notifies you as soon as your parcel is placed in the machine. Available 24 hours a day, 7 days a week, you are free to pick it up whenever you like. As long as your request hasn’t been processed yet, you can, of course, also contact our Customer Care Team!
Please note: Due to subsequent amendment delay may occur!
2.7. What about Express Service / Parcel Service / Same Day Delivery Service?
We could offer Express Service for payment methods: Credit Card, PayPal or Directbanking. Please contact our Customer Care Team!
2.8. Can I collect the order myself?
Come get your goods at „HHV.DE Selected Store, Revaler Str. 9, 10245 Berlin-Friedrichshain, GERMANY by choosing „Store pick“ at step 3 of completing your order. You can pay cash, via EC card or credit card and skip any further service expenses or portage!
Please note: You can pick up your order after having received our confirmation e-mail – usually on the following working day from 12 pm on. Orders, that have been placed later than friday 8 am, will most likely be in the store on monday. You’ll be informed about further details and our business hours after submission.
2.9.Has my order been shipped out yet?
You’ll be sent an e-mail as soon as we receive your payment as well as when your order is dispatched from our stock. A tracking link to the parcel service allows you to follow your order on it’s way to you.
3. Discount Codes, Gift Vouchers, Credits und For Free Items
3.1. How do I use my discount code?
In case you have a discount code, type the numbers into the according box at step 1 of submission. If you have a problem with the encashment or you have forgotten to use your discount code, please contact our Customer Care Team!
Please note: The numbers on our gift vouchers are not valid as a discount code.
3.2. How do I use my hhv.de-gift voucher?
Gift vouchers have to be checked by our Customer Care Team. Please type the numbers into the comment field at step 3 of submission).
3.3. I still have a credit that hasn’t been refunded yet – how do I use it?
If you are expecting a refund our Customer Care Team will, of course, charge the amount against your current order. Please use the comment field in step 3 of your order submission and let us know that you have a credit left.
3.4. How do I add a For Free item to my order?
In order to add a For Free item, there must be something in your cart – thus you collect virtual bonus coins that can be converted in For Free items. A value of goods between 10 and 14 Euro gets you 10 bonus coins, a value between 25 and 29 Euro gets you 25 bonus coins, and so on.
Please note: bonus coins are not valid for bonus items! Bonus coins belong to the For Free section; bonus items (such as an extra-wallpaper on top of a CD) belong to the Bonus section!
In order to select your For Free item(s), click your virtual cart. First, you see your item(s) of choice. Beneath, you’ll find the For Free section with the amount of your bonus coins and a tagged link to follow. Convert your bonus coins into (a) For Free item(s) by hitting the For Free button next to the according item, and simple as that it’ll be added to your order without any extra-costs.
Please note, too: Every item you put to your cart the usual way, will be charged regularly – even if it’s available as a For Free item. So in this case: Delete that item from your cart, and add it via our For Free section!
4. Methods of Payment
4.1. How do your payment methods work?
Prepayment (via bank transfer)
Prepayment means that you pay the total amount of your order as a remittance in advance. As soon as we receive the payment, we’ll send out your goods. You will receive a confirming e-mail with our bank account number after having submitted your order. Please note: The process of a bank transfer will require 2 or 3 days’ time.
directbanking.com
A remittance from your bank account will be transferred a lot faster via directbanking.com. Check out further information here: https://www.payment-network.com/deb_com_en
PayPal
PayPal is an internationally accepted method of payment. In order to benefit from PayPal, you’ll need to create an account:
PayPal has two big advantages: It works all over the world, and money is being issued immediately. That makes it faster than a regular remittance.
Please note: Always use the PayPal tool on our website so we can connect your payment to your order and dispatch it way faster.
Setting up a PayPal account is free of charge. You choose, if PayPal issues your bank account or credit card or if you upload your PayPal account in advance. The remittances work with e-mail addresses instead of regular account numbers.
NO FURTHER EXPENSES will be charged – we’ll have that for you!
Check out further information here:
Credit Card
After submitting your order you will be shown the payment tool for your credit card.
Please note: The procedure will have to be accomplished completely – leaving your details won’t suffice! An e-mail confirming that your order has been placed doesn’t necessarily mean we received your payment. Please note, too: Credit card details will have to be filled in with every order as we don’t store them.
NO FURTHER EXPENSES will be charged – we’ll have that for you!
Cash on Delivery - Only in Germany!
If you wish to pay your goods on delivery, we’ll send out your order immediately and you pay at your door. Cash on delivery requires portage from our side at the amount of 4,00 €. Other than UPS, you will be charged another 2,00 € when choosing DHL as parcel service.
Collection by Customer
Of course, you’re welcome to collect your goods in our „HHV.DE Selected Store“, Revaler Str. 9, 10245 Berlin-Friedrichshain, GERMANY. Here, you can pay cash, via EC card or credit card. No portage or any further expenses for this service!
4.2. How can I change the payment method?
Only advance payment methods that aren’t paid yet can be changed: Prepayment via bank transfer, directbanking, PayPal, or credit card. You can change the payment method using your registered account or the link within the confirmation e-mail.
If you chose cash on delivery or collection by customer, we’ll have to sort out, if your order has been processed yet. In this case, please contact our Customer Care Team
Please note: Due to subsequent amendment delay may occur!
4.3. Where do I find your bank details?
By choosing prepayment via bank transfer as payment method, you’ll be shown our bank details at the end of the ordering process. In addition, you’ll be sent an e-mail.
4.4. Where can I check if you received my remittance?
You’ll automatically be sent an e-mail as soon as we receive your payment.
Please note: The process of a bank transfer will require 2 or 3 days’ time. In case we haven’t received your payment after 7 day, we’ll remind you via e-mail.
By choosing PayPal or credit card, we’d like to remind you that an e-mail confirming that your order has been placed doesn’t necessarily mean we received your payment.
4.5. Can I pay via invoice?
Unfortunately, payment via invoice isn’t possible.
4.6. Do I have to pay value-added tax (VAT) when ordering from outside EU?
No, orders don’t require VAT as long as payment and delivery address are located outside the EU.
In order to see the prices without VAT on hhv.de, you’ll need to be registered and logged. The VAT-free option is to be found in your account settings.
4.7. I’m a foreign trader with a European value-added tax identification number (VAT-No.). How do I transmit it?
For ordering as a trader, setting up an account is necessary. For further procedure, please send your VAT-No. and enterprise details to our Customer Care Team!
4.8. What’s the affiliate program?
Hyperlinking items between our and your website enables you to earn commission, in case you make a person buy something on our webshop.
Find out how this works out exactly in our affiliate program condition terms and FAQs at: partner.hhv.de