Frequently asked questions
How do I place my order?
To order an item from our online shop, please follow this procedure: When you have found the item you like, please select the desired size and colour. After that put it into your shopping cart by clicking "Add to Cart". All of the items that you have selected will be stored in the shopping cart until the completion of the order. When you want to complete your order, go to your shopping cart and click on "Checkout". Now follow the system instructions that will take you step by step through our ordering and payment process. After completing the order, you will receive an order acknowledgment from us by email, which will list the products that you have selected again. Please note that this order confirmation is not a final acceptance of your purchase order.
How will I know if my order was completed successfully?
After the end of the ordering process, you will be sent an email. In the unusual event that you have not received an order confirmation, please contact our Customer Service Department:
Tel. +49 176 66 88 99 00
Please note that the sending of the order confirmation still does not mean that an effective purchase contract has come into existence. Please refer to our General Terms and Conditions in this respect.
Can I add additional items to my order later?
Unfortunately, after an order is complete, you cannot add any further items. If you want to order additional items, please simply create a new order.
Why was my order not accepted or cancelled?
If the goods you have ordered are not available or if your credit and identity check had a negative result, this may result in the cancellation or non-acceptance of your purchase order. In addition, your order may be cancelled or not accepted if you have selected bank transfer as your payment method and the complete payment amount has not been transferred to Souve within seven (7) bank business days. Please refer to item 5.6 of our General Terms and Conditions for more information.
Which payment methods are accepted?
The following payment options are available in the souve.net online shop:
Please transfer the amount of your order confirmation to your bank account. Upon receipt of payment to our account your order will be sent.
Credit card payment (MasterCard, Visa, American Express)
If you decide on a payment with your credit card, please do not interrupt the payment process from an early stage. After your order that is subject to costs the forwarding is done at your bank to confirm the credit card payment in conclusion.
If you choose a payment via PayPal please note that you have set up a functional PayPal account. After selecting this payment option you will connected to PayPal.com during your payment to complete the process.
I selected bank transfer as my payment method. Where can I find your bank details?
Our bank details are:
Bank code: 701 900 0
IBAN: DE13 7019 0000 0002 2566 22
You can also find our bank details on your order confirmation.
Please enter your order number under "Purpose" on all payments. This will enable us to allocate your payment to your order.
I have already transferred the amount for my order by bank transfer. Why have the goods not been shipped yet?
Please note that we only ship the goods when we are able to determine receipt of payment in our account. Often, a bank transfer can take several days. This period of time depends primarily on your bank and we have no influence on it.
I paid by credit card but am still waiting for my order. What has happened?
Please note that the goods ordered can only be shipped if the credit card details you have entered are accepted. All of the security information on the card must therefore be entered. After the details have been checked successfully, the goods ordered will automatically be shipped from our warehouse.
Have my payment details been stored and transmitted to third parties without my knowledge?
Your personal data are sent online in an encoded form during the ordering process via SSL (secure sockets layer). We secure our website and other systems by means of technical and organizational measures to prevent loss, destruction, accessing, modification or distribution by unauthorized persons of your data. Access to your customer account is only possible by entering your personal password. Even in case of any returns, the complete credit card details cannot be viewed. If you are paying by Visa or MasterCard, the associated authentication systems - Verified by Visa or MasterCard Secure Code - offer additional protection.
Delivery & Shipping
How are goods delivered?
Delivery takes place by mail. We work with the shipping company DHL, which delivers our goods. For further information on DHL's delivery services, see http://www.dhl.de/de/paket/hilfe-kundenservice.html.
How much are the shipping costs?
Shipping costs for Germany are only 4.50 Euro, outside of Germany we charge 9.50 Euro per carton box (up to 10kg per box). We don´t offer express shipping for Germany, EU or worldwide orders yet.
When will the delivery be made and what happens if I miss it?
Delivery by our logistics partner is generally performed between 7:00 AM and 7:00 PM. Under certain circumstances, receipt of a delivery must be confirmed by signature. If you are not there to receive the package, the delivery company will leave you a note stating when it will attempt to redeliver the package or where you can pick up the package. Unfortunately, we cannot make deliveries on public holidays, so please expect delivery on the following business day.
My delivery address is different from my billing address. Is that a problem?
No, you can easily enter a delivery address that is different from the billing address, just follow the instructions during the ordering process.
Can I have my delivery sent to a Packstation in Germany?
Yes, that´s possible.
Delivery – Switzerland
Kindly note that it might take up to nine business days from the point that your order has been processed until the parcel reaches you. We are looking into alternative delivery options in order to offer you a better service.
How can I check where my shipment is? Can I track its status?
As soon as our logistics partner has picked up your shipment from our premises, you will receive an email generated by the logistics partner with a tracking number. You can use this number to track the status of your shipment. If you do not receive an email, you may contact our Customer Service Department at any time.
Returns and Exchanges
I would like to return something:
To make returns easier when exercising the statutory right of revocation and in case of exchange in case of Article 7 of our General Terms and Conditions, please do the following:
1) Send a mail with your return wish to email@example.com
2) Our customer service gets back to you with the return courier sheet
3) Pack your return box and arrange the return courier sheet on it
4) Bring your return box to your local DHL station
5) You´ll get a mail from our customer service when we got your return
If you have any further questions, please contact our customer service:
Tel. +49 176 66 88 99 00
Otherwise please refer to Article 7 of our General Terms and Conditions.
I received a defective item. What now?
Quality is a priority for us. Our aim is therefore for all customers to always receive high-quality products from us. If you are of the opinion that an item is defective, please inform us immediately by contacting our Customer Service Department (firstname.lastname@example.org).
I received the wrong return amount. What should I do?
We are sorry there was an error in your return. Please contact our Customer Service Department, which will try to solve the problem for you as quickly as possible.
I would like to exchange an item. Is that possible?
We grant you the right to exchange goods ordered within 28 days by returning them. Please note that exchange is only possible for identical goods of the same price in a different colour and/or size on condition that the new goods you would like are available. Please inform us on the return slip of the desired colour and size. Otherwise please refer to item 7 of our General Terms and Conditions of Business.
When can I expect the repayment of the amount I paid in case of a return?
Please note that the processing of the return and the repayment of the amount you paid can take up to 14 days.
Data Protection & Security
Have my data been collected in a secure way and can I shop on www.carlandco.net without any worries?
The souve online shop has the highest security standards. All orders are processed by secure and proven SSL encoding procedures.