Shipping, Returns & Exchanges
1. SHIPPING
1.1. Will I receive a shipping confirmation?
When your package has been shipped, you will receive a shipping confirmation with your tracking number to the email address you provided. You can then track your package on www.dhl.de yourself. Please always check the spam folder of your email inbox.
1.2. Which sender will send my package?
We send your package with DHL, so shipping to a packing station is also possible without any problems. You can simply enter a different delivery address during the ordering process.
Small items, such as masks, are sent by DHL as an insured letter. A tracking number is also stored here.
1.3. What does courier service mean - personal delivery
- Currently not possible - Alternative: Click & Collect
In the postcode area around our flagship store in Nuremberg, we offer the option of personal delivery in addition to shipping. The shipping method will be visible for selection at the end of the order process next to DHL shipping if the delivery address is in our defined postcode area.
Our team will then personally deliver the desired order. Delivery will take place Monday to Friday between 4 p.m. and 10 p.m.
A free return label from DHL is of course included with your order.
1.4. How much are the shipping costs?
We ship within Germany and to Switzerland.
Germany: 5,40 €
Switzerland: 10 €
Different return costs for Germany
We will bear the direct costs of returning the goods if the return is made within Germany.
Return costs from Switzerland are to be borne by the customer.
Shipping to Austria had to be stopped due to the Austrian Packaging Ordinance, which was updated on January 1, 2023.
Return labels
Without prejudice to your legal rights, we will provide you with free return labels for your return within Germany. The return label will be enclosed with your shipment. You can drop off the return at a parcel shop of the respective provider in Germany.
2. RETURNS AND EXCHANGES
2.1. How long can I return my item?
We grant our customers a right of withdrawal of 30 days for unworn, non-reduced goods and 14 days for reduced goods. The date of the postmark is decisive. Worn or washed items cannot be returned.
2.2. How do I get my money back?
As a rule, you will receive your money back in the same way you paid. If you paid by credit card or PayPal, the amount will also be refunded in this way. As soon as we have received and checked your return, we will transfer the money back. The time it takes for the refund to be processed varies depending on the payment method, but on average it takes 9 days.
2.3. Can I also return my item in store?
If you want, you can hand in your return directly at the cash register in our store (Breite Gasse 18, 90402 Nuremberg). You will receive a written confirmation of the return. Please note: A direct refund on site is unfortunately not possible (see previous paragraph)!
2.4. How long does a refund take?
Depending on capacity, a refund takes an average of 9 days.
2.5. Exchanges at:
a) COMPLAINT: In the first step, please send us pictures of the defect, stating the order number, to the following email address: onlineshop@craemerco.de
Here we will discuss with you whether a repair, discount or exchange is possible, depending on the availability of the item.
b) DIFFERENT SIZE REQUEST: It is not possible to exchange sizes within an order. Therefore, please send us the item that does not fit within the return period.
We will then issue you a return/credit note. Please place a new order in our online shop for the desired size.
SERVICE & RETURNS
1. SIMPLY ORDER
We offer you a comprehensive service:
- Shipping of goods
- Return of goods for use of the repair/alteration service
- Free repair/alteration of trousers (Free Service)
AN ORDER
Order around the clock, easily, quickly and conveniently in our online shop. Simply choose your favorite item, click on it, select the size and order directly. Experience how effortless and safe online shopping is at Crämer&Co.
SECURITY
When you order from us online, we handle your personal data very carefully! All entries that you make when ordering on our website are protected from unauthorized access by technical security systems. When transferring data, we use the so-called 128-bit SSL system (Secure Socket Layer). This encryption technology meets the highest security standards.
2. RETURNS
Crämer&Co offers you a right of withdrawal of 14 days. What is important is not when we receive your package, but the postmark.
When it comes to returns, a distinction must be made between basic services and our additional services.
BASIC SERVICES:
- RETURN/CANCELLATION
- COMPLAINT
- INCORRECTLY DELIVERED GOODS
ADDITIONAL SERVICES:
- FREE SERVICE (free repairs and modifications)
Different return costs for Germany
We will bear the direct costs of returning the goods if the return is made within Germany.
Return costs from Switzerland are to be borne by the customer.
Shipping to Austria had to be stopped due to the Austrian Packaging Ordinance, which was updated on January 1, 2023.
Return labels
Without prejudice to your legal rights, we will provide you with free return labels for your return within Germany and Austria. The return label will be included with your shipment. You can drop off the return shipment at a parcel shop of the respective provider in Germany.
2.1. Procedure:
- The return form is included in every package as a delivery note/return note
- Fill out the return form,
- Pack the goods together with the completed return form in a parcel
- Stick the return label that was included with your order onto the package – we will cover the return costs for you (D + AT)!
- Drop off the package at the nearest post office/parcel shop/pack station
2.2. What happens when my return is received?
As soon as we have received and inspected the return, we will refund the amount using the same method we received it. The time it takes for the refund to be processed varies depending on the payment method, but on average it takes 9 days.
Please note:
- Worn or washed items will not be returned.
- If you pay cash on delivery, we will need your bank details for the refund.
- The refund amount includes the price of the returned item plus the shipping costs paid if the entire order was returned.
- You are not required to provide reasons for your return or exchange. However, feedback can help us improve our service.
2.3. Return label
a) Orders with a delivery address in Germany always have a return label to stick on in your order. If you can no longer find this, please send us an informal request via our Contact form . We will then send you a new label to print out via email.
c) Return shipping from Switzerland is at the customer’s expense to the following return address:
Newseum
by Crämer & Co
Online shop
Brunnengasse 3-9
90402 Nuremberg
3. COMPLAINT
In the event that the delivered goods are defective, the statutory warranty period of 2 years applies. In the event of a complaint, you can request a return label from us, which will of course be provided to you free of charge.
3.1. Procedure:
- You can find the return form to print out >>> here
- Fill out the return form and state the reason for the complaint
- Pack the goods together with the completed return form in a parcel
- Stick the return label on the package and we will cover the return costs for you!
- Drop off the package at the nearest post office
3.2. What happens once my complaint has been received?
We will examine your complaint immediately. If the complaint is accepted, the item will be rectified and you will receive a replacement or a refund.
Please note:
A complaint is made when the goods being complained about have a defect. This defect means that certain promised or expected properties are not present. There is no reason for complaint in the case of normal wear and tear or improper handling. A complaint should not be confused with our free service.
DOWNLOAD RETURN FORM
4. INCORRECT DELIVERY
If we make a mistake and you receive the wrong goods, we will of course take care of limiting the damage immediately. It is best if you contact us by phone and let us know about our mistake so that we can react immediately.
4.1. Procedure:
- You can find the return form to print out >>> here
- Fill out the return form and note the incorrect delivery
- Pack the goods together with the completed return form in a parcel
- Stick the return label that was included with the order onto the package. We will cover the return costs for you!
- Drop off the package at the nearest post office
4.2. What happens if my incorrect delivery is received?
We will exchange the incorrect item directly for the correct one and send your package back to you.
Please note:
If you no longer want the original item, please provide your bank details. We will then refund the amount to your bank account. To speed up the process, it would be a good idea if you noted "wrong delivery" on the package. This way, your package can be processed before normal returns!
5. FREE SERVICE
Regularly purchased trousers receive our Free Service stamp ─ as long as you wear them, you will receive our comprehensive service:
- Free changes - now or later
- Free repair service as long as you wear the pants
5.1. Procedure:
- You can find the change form to print out >>> here
- Fill out the change form, enter what needs to be changed / what needs to be repaired
- Pack the goods together with the completed change form in a parcel
- Postage the package and send it back to us
5.2. What happens when my alteration return is received?
When we receive your package, we will pass your trousers directly on to our tailors. Alterations will be returned to you within a few working days, repairs can take up to 4 weeks depending on workload. After you have paid for the shipping to us, we will send the altered trousers back to you at our expense!
Please note:
If you want your trousers to be shortened, please read our shortening instructions carefully – you can find them here .
This is the only way we can ensure that there are no misunderstandings between you and our tailors!
To make it easier for you to return the item, we include an unstamped address label with our delivery – so all you have to do is add your own address!
