Partner program

If you are interested in working with us, please contact the following e-mail address.

kontakt@gipfelfreund.de

General information

Is my customer data secure?

All data on our website is absolutely secure thanks to SSL encryption. We handle all data with the utmost care and transmit it to our payment services in compliance with data protection regulations.

My order is not working, what is the reason/what can I do?

If you are unable to complete your order, it may be for one of the following reasons:

  • Please open another web browser (Safari, Chrome, etc.) and try again. We also recommend deleting the cookies and cache.
  • Please also make sure that all contact fields are filled in completely during the ordering process.
  • If your payment is still rejected, you can choose another payment method. You can also contact us by e-mail. Our customer support team will be happy to help you.

Can I also store in your local stores?

In order to be able to offer our products to everyone at relatively low prices, we can currently only sell them via our official online store.

We will be happy to inform you about the latest news by newsletter.

We are currently holding back on local shopping opportunities, as using local stores can be quite expensive.

I received the wrong/defective item, what now?

If you have received the wrong item, we apologize for the inconvenience.

In this case, please send us a photo (e.g. a size label) that clearly shows that the product is incorrect.

As soon as we have received the photo, our customer service team will send you the correct or a replacement item as quickly as possible.

Customer service

What is the quickest and most effective way to contact you?

The best way to contact our customer service is by e-mail.

I have already written an e-mail - when will I get an answer?

Our customer service usually responds within 24 hours.

If you wait longer than 24 hours for a reply, please do not write to us again.

By writing several times, your e-mail will be placed at the end of the queue each time. This significantly increases the response time.

Our customer service team is always working at full speed and will respond as quickly as possible. Thank you for your understanding!

Will I get a reply more quickly if I send several e-mails?

Please do not send more than one e-mail. This will result in your e-mail being placed at the end of the queue and your waiting time will be significantly longer.

Our customer service team is working at full speed and will respond to you as quickly as possible.

I don't see a reply in my mailbox - what now?

If you do not receive a reply within a few days, please proceed as follows:

  • Check your e-mail spam folder. In some cases, emails may end up in your spam folder. 

  • If you have not yet received a reply in your spam folder, please be patient.

  • Do not send multiple emails. This will move your request to the end of the queue and increase your response time. 

How can I subscribe to your newsletter? What advantages do I have?

You can subscribe to our newsletter simply by entering your e-mail address.

What are the advantages?

You will receive all exclusive offers, promotions and news simply by e-mail and be the first to know about them. We will also keep you up to date on the adventures of our Gipfelfreund team. 

It's guaranteed never to be boring! Please don't worry. We do not send spam.

Delivery & Shipping

Will I receive a confirmation of my order?

Of course. After completing your order, you will receive an e-mail with your order confirmation.

If you do not see this in your inbox, please check your spam folder.

You may not have received an order confirmation because you accidentally entered an incorrect e-mail address during the order processing. 

In this case, please contact our customer support by e-mail. We will change your e-mail address and send another confirmation e-mail to the correct e-mail address.

I have not received an order confirmation/dispatch confirmation by email - what now?

If you have not received an order and/or shipping confirmation from us, it is very likely that you have mistakenly provided us with an incorrect email address during the ordering process. We always send updates on your order to the email address you provided during the ordering process. In this case, please contact our customer support by e-mail. We will be happy to change your email address for you and send your order and/or shipping confirmation to the correct email address again.

I entered an incorrect address or incorrect customer information when ordering - can this be corrected afterwards?

Please contact us immediately by e-mail (kontakt@gipfelfreund.de) and let us know the correct delivery address or customer information.

 

Customer information such as e-mail address/telephone number can be changed at any time. Changes are possible. 

Please inform us of any changes as soon as possible. A correct delivery address is important for punctual delivery by our shipping partners. For this reason, it is extremely important that we receive your exact and complete delivery address so that we can pass it on to our shipping partners promptly.

Unfortunately, it is not possible to make changes after the shipment has been dispatched, as the shipping data has already been transferred to the shipping partner and can no longer be changed by them.

We therefore strongly recommend that you check all details/addresses before completing your order in order to avoid delivery delays or problems.

I am not at home on the day of the announced delivery, is that a problem?

No, that's perfectly all right.

Depending on the delivery service, you can use the delivery notification e-mail to inform us that you would like to receive the delivery on a different day, or to issue a delivery authorization (if none is available yet).

Alternatively, you can also collect the item from a delivery branch specified by the delivery service (if you are not present at the time of delivery). To do this, the delivery person must inform you by letterbox or e-mail that the goods have been delivered to the delivery branch. Please be sure to collect it from the delivery branch within the specified period.

Will I receive e-mails from DPD or DHL with delivery information?

Of course, you will receive delivery updates from each delivery service, provided we are given the correct contact information.

We strongly recommend that you reply to and make a note of all emails regarding delivery/delivery notification/collection of the parcel from the courier store (if you are not present at the time of delivery).

We are not liable for any lost/not collected (too late) orders from parcel stores of customers who have provided incorrect address details or were not present at the time of delivery or did not respond to emails regarding prompt collection from the parcel service.

How high are the shipping costs?

We offer all our customers in Germany free shipping with no minimum order value.

Where will my parcel be sent from?

The origin of your parcel depends on the current local availability of the items you have ordered.

As soon as your order is completed, it will be automatically forwarded to our warehouse.

Your order will be shipped primarily from our main warehouse in Switzerland. If demand is high and your desired product is not available in our main warehouse at the time of your order, your product will be shipped directly from our central warehouse to avoid waiting times and deliver your package as quickly as possible.

Can I track my order along the way?

Of course. You will receive the tracking number assigned to your order in your shipping confirmation email. You can easily track your parcel at any time using this tracking number.

Important: After shipping, it usually takes 1-2 working days until the tracking information is available. If your tracking number does not work immediately, simply check again in a few days. 

How long does the delivery to me take?

Delivery times vary depending on the delivery destination and shipping location. As soon as your order has been completed, the goods will be handed over directly to our logistics team.

Depending on the size and type of items you order, it will take 1-2 working days to prepare and process your order. We carefully check the quality of your order, make any necessary adjustments, pack the product and hand it over to our delivery partners.

transit time from our international distribution center to the place of delivery:

  • Germany 5-10 working days,
  • Austria 5-10 working days,
  • Switzerland 5-10 working days to destination.

*All shipping times do not include customs duties or customs delays. Delivery times may be shorter or slightly longer depending on order volume and seasonal promotions such as Black Week, Black Friday and Christmas. Please be patient if demand is high. Thank you for your patience. 

Which countries do you ship your goods to?

We ship our products worldwide and offer free shipping to Germany with no minimum order value.

Exchanges & returns

How can I return my order?

If you are not satisfied, you can also return your order or parts of your order.

Please note that we can only take back and refund items that are unused, clean, odor-free and in their original condition. Soiled, worn items are not suitable for resale and will not be refunded. Thank you for your understanding.

If you would like to return an item, please contact us by e-mail. Further information will be sent to you by e-mail as soon as possible.

When returning goods, please enclose the returns slip that will be sent to you by e-mail. This serves to speed up returns processing and ensures that returns can be assigned to orders within our system.

What are the costs of a return?

Unfortunately, as a start-up, we are currently not in a position to cover the entire cost of return shipping. In addition, for environmental reasons, we would like to reduce the number of delivery routes and minimize the number of return routes. Thank you for your cooperation.

Do you have a regional returns warehouse?

Our central warehouse is located in China. The majority of our orders are shipped from there. Returns are received and processed there.

How long can I redeem the credit I have received?

Credits do not expire and can be redeemed at any time.

How long do I have to return my order?

However, you must return your goods no later than 30 days after receiving them.

Please always use the returns address provided by us! 

If the return is sent to an incorrect warehouse address, we will not be able to process it or refund any money.

Payment

What payment methods do you offer?

We offer the following payment methods:

  • PayPal 
  • Klarna invoice
  • Instant bank transfer via Klarna
  • Credit card
  • Installment purchase via Klarna 

Do you offer purchase on account? Is it possible to pay after I have received my order?

You can easily pay your invoice after receiving your goods by selecting "Klarna purchase on account" as the payment method at the checkout.

Of course, there are no additional costs. It is important to us that our customers are satisfied with our products after receiving them. 

I forgot to enter my discount code during the order process. Can it still be redeemed after the order has been completed?

Once your order has been completed, we are unfortunately unable to make any changes or deduct any discounts for accounting reasons.

After that, only the delivery address can be changed by us before delivery. If a discount code is valid for a longer period of time, use it with your next order and enter it at the checkout.

I have received my Klarna invoice, but my order has not yet arrived. What can I do?

If your Klarna invoice is due and you have not yet received the goods, you can track the status of your order in your shipment tracking. If the order is already on its way to you, we recommend that you pay the invoice. This means you will not incur any further costs from Klarna. Alternatively, you can move the invoice date directly in your Klarna app.