Copenhell Festival Shop - faq

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faq

Delivery costs

Orders are delivered via DHL package.

Delivery costs
Germany 0,00 €  - free shipping for all orders over 1,00 €
Austria0,00 €
Switzerland18,00 €
Liechtenstein25,00 €
EU, Norway, Island16,00 €
Rest of the world outside EU and EFTA30,- €

Please note: additional costs will apply when ordering via cash on delivery! (see below)

There shall be a minimum order value of EUR 1,00.

The costs for the delivery outside the EU including any possible customs duties are to be borne by the customer.

Delivery

Your order will be sent out as soon as all items are on stock. Items marked as “Available for immediate delivery” usually will be sent out within 24 hours. In order to wait for potentially missing stock, your order can be on hold for up to 4 weeks until all products are available. After those 4 weeks all available items will be sent out. Products not included need to be re-ordered.

Shipping Damage

Please pay attention to the condition of your delivery on its arrival. It can be opened while witnessed by the postman. Don’t accept any damaged or pre-opened packages – otherwise you accept the receipt of the undamaged delivery in silence (if in doubt, note the name of the postman or employee of shipping).

Payment Options (PayPal, Credit Card, Payment in Advance, Cash on Delivery)

Essentially we accept PayPal, Credit Card, Payment in Advance and Cash on Delivery. However the options the shop offers, might be restricted based on billing address, country of delivery, order volume and other factors.

We don’t accept cheques – we will send back or destroy any cheques we receive.

Advice for Payment in Advance

Payment in Advance means you'll have to wire the funds to us in advance. Details and information for the transaction will be included in your order confirmation mail. Your order will be processed after we have received the full payment. Delays may occur. The ordered items will be reserved for 4 weeks. After this period the order will be cancelled.

Advice for Cash on Delivery

You pay on receipt of goods to the postman or employee of shipping in cash.
We strongly advise against this payment method! It is more expensive and problems occur regularly. .
Additionally we have to charge you an additional cash on delivery fee of €4,90 on top of the shipping costs. Furthermore an extra fee of €2,- will be charged by the postman or employee of shipping at the door. Payment per cash on delivery is only available for orders to Germany.

Refund

Refund

No problem: you have the right of return for 14 days!
Excluded are audio- and video data medium (e.g. CDs, LPs, DVDs, videos, audiocassettes, etc.) with a broken seal and goods you purchased at a festival, tour or pop-up-store of ours.

Postage of return

You will need to bear the standard costs for the return, unless we delivered wrong products.
Please contact our customer service for any questions. Non-prepaid packages won’t be accepted.

Postpaid Return from Germany

In order to make use of postpaid return delivery for packages from Germany, please make use of our free returnportal to print your prepaid return label.

Return

Please include the completed return slip in your return package. The return slip is included in your delivery. Please find a PDF version of the return slip here (sorry, German only).
The processing of your return can take a few days. We hope for your understanding. The respective amount of money will be transferred to you or the replacement will be delivered. Please find a PDF version of the return slip here.

Please send your returns to:
Universal Music GmbH
c/o Eurotape GmbH
Buckower Chaussee 134
12277 Berlin / Germany

Replacement

Replacing your item directly is not possible, sorry. You will have to return and order again through our store.

Refund

The refund can only be made if the returned items arrive in perfect condition and the return took place in time. The refund will be transferred via the same way the payment was received.
Please note for cash on delivery: in order to transfer the refund we require your bank information. Those can be sent via email.

Order Status / Registration / Delivery Address / Coupons

Status of your order

You can find the status of your order under 'My account'.

Change your order: complaint / reversal / adding products

Please contact our customer service via email or phone. Keep your full name, address and order number ready. If possible mention your customer ID.

Registration

Registration is free of charge - our privacy policies apply. unseren Datenschutzbestimmungen.

Forgot your password?

In order to get your password sent to you via email, please find the reset link “Password forgotten?” under “My account”.

Different delivery address

Your delivery address and invoice address don’t need to match. During the checkout process you can find a form to “Enter a new shipping address”.

Redeeming coupons

Coupons can be redeemed during the checkout process. You can find the field to fill in your code beneath the list of products in your shopping cart. The coupon then will be listed in your shopping cart and the respective amount will be deducted from your total.

Coupons can only be redeemed within their period of validity. After the expiration date it becomes invalid.

Coupons can only be redeemed in connection with a valid order. In case the reduction value is greater than the order value, the outstanding amount will expire.

© 2017 Bravado Merchandise GmbH