FAQ - Frequently asked questions

Overview

1. How does the ordering process work?
2. Do I have to be registered to place an order?
3. Am I obliged to buy the products in my shopping cart?
4. Where can I find advice before making a purchase?
5. How do I get access to my account if I have forgotten my password?
6. Can I order items that are not displayed in the shop?
7. Which payment methods are available?
8. How much does shipping cost?
9. Which logistics provider delivers the goods?
10. How long does shipping take?
11. Can I have the goods delivered to an address other than the invoice address I have given?
12. Does Baushop-Express deliver abroad?
13. Can I collect the goods myself?
14. My package is damaged in transit, what can I do? 
15. Is it possible to return the ordered products?
16. How long is the warranty period?
17. How can I keep up to date with favourable offers from the Baushop-Express?
18. What happens to the data I provided when placing my order?
19. Who will assist me with any technical questions?
20. How does customs clearance work for deliveries to Switzerland or other non-EU countries?

Answers 

1. How does the ordering process work?

• Select the products
  
  To order from Baushop-Express, first place the items in a virtual shopping cart by clicking on the yellow "Add to cart" button of the desired product. When you have selected all the goods you would like to order, click on the yellow "Shopping Cart" button at the top right. This will take you to your virtual shopping basket.
  
  
• Check the selection in the shopping cart
  
  All products and the respective quantity you have selected are displayed here. You can now edit your order by deleting products from the shopping basket or adjusting the respective quantities. Please do not forget to click on "Update shopping cart" to save your changes.
• Complete your order
  
  To complete your order, click on "Proceed to checkout" at the bottom right. Enter the billing address and select a payment method. Please make sure that all fields marked with a red star are filled in. If you order frequently from our shop, it is useful to create a customer account. That way you don't have to fill out the entire form every time and you can access all your previous orders at any time. After you have placed your order, we will get to work immediately. You will usually receive your order within 3-4 working days.
  
  
• General Terms and Conditions and Privacy Policy
  
  The T&C (General Terms and Conditions) and the Privacy Policy provide you with a detailed description of all legal conditions regarding the purchase contract and delivery.
  
  

2. Do I have to be registered to place an order?

No. When entering the billing address, you have the option to simultaneously create a customer account. This has the advantage of not having to fill out all the forms each time you place an order. Additionally, you can check all of your orders at any time and thus maintain a complete overview of your orders.

3. Am I obliged to buy the products in my shopping cart?

No. The purchase contract is only binding once you have sent your order.

4. Where can I find advice before making a purchase?

Our customer service staff will be happy to advise you from Monday to Friday from 7:30-17:00 on +49 (0)831 575 3555 or in person in one of our shops.

5. How do I get access to my account if I have forgotten my password?

It's easy: Instead of logging in, click on "Forgot your password?" below the password entry. You will now be asked to enter your email address. Since we have stored your e-mail address in our system, we can safely identify you and send you a new password.

6. Can I order items that are not displayed in the shop?

Yes. If you would like to order an item through our shop that cannot be found on our website, please contact us by email. We will then clarify whether we can supply the desired item.

7. Which payment methods are available?

The following payment methods are available to you for shopping at Baushop-Express:

• Payment in advance
  
  If you choose to pay the invoice before receiving the goods, this is a very secure payment method. You transfer the invoice amount yourself and do not pass on your account details. We usually receive your payment after 2-3 working days. We will then process your order immediately.
  
  
• Credit card payment
  
  You can pay in our shop with all common credit cards (Visa, Mastercard, American Express). Since there are no additional processing delays, this is a very fast and convenient method of payment. In order to guarantee you an increased level of security, we use SSL encryption for the transmission of your data. You can identify the encryption via the lock symbol displayed by your browser during the checkout process on our site and by the web address beginning with "https://".
  
  
• Paypal
  
  If you are registered with Paypal, you can pay with your Paypal account without giving your account details. Paypal also offers you various security guarantees that go beyond payment.
  
  
• Invoice (only for corporate customers, starting at 300,00€)
  
  As a business customer with a valid credit check, you can also pay conveniently by invoice. In this case, you agree to the credit assessment by selecting "Invoice" as the payment method. Please understand that we reserve the right to ask you to pay in advance or via Paypal, depending on the type of order.

8. How much does shipping cost?

Shipping within Germany:
Shipping within the German mainland is free of charge for orders over 100 EUR incl. VAT. If the order value is less than 100 EUR, we charge a shipping flat rate of 7.50 € incl. VAT (6.30 € plus VAT) per order. For shipping to German islands, shipping costs will be calculated by arrangement.

Shipping to Austria:
Shipping to Austria costs 11,90 € incl. VAT (10,00 € plus VAT) for an order value of 100 € or more. If the order value is less than 100 € incl. VAT, the shipping costs are 20.83 € incl. VAT (17.50 € plus VAT).

For individual products where shipping to Austria is particularly cost-intensive, an additional surcharge will be added. This only applies to special cases and is shown on the product page.

Shipping to the Netherlands:

Shipping to the Netherlands costs 11,90 € incl. VAT (10,00 € plus VAT) for an order value of 100 € or more. If the order value is less than 100 € incl. VAT, the shipping costs are 20.83 € incl. VAT (17.50 € plus VAT).

For individual products where shipping to the Netherlands is particularly cost-intensive, an additional surcharge will be added. This only applies to special cases and is shown on the product page.

Shipping to Switzerland:
For shipping to Switzerland, we charge product specific shipping surcharges, which are already marked on the product detail page.

Apart from the product specific shipping surcharges, no other shipping costs are charged. 

In the case of delivery to Switzerland (non-EU foreign countries), further customs duties, taxes or fees may be charged to the customer, however not to the supplier, but to the customs or tax authorities responsible there. We organise the customs clearance and the clearance fees are all included. If customs duties are charged by Switzerland, you will receive a corresponding invoice from the commissioned shipping company. In our shop you order free of VAT. You will also receive an invoice for the Swiss VAT due from the commissioned forwarding agent.

The customer is advised to contact the customs or tax authorities for details before placing the order. Further information can be found, for example, at http://xtares.admin.ch/tares/login/loginFormFiller.do.

Shipping to other countries:
If you would like us to ship to another country, please contact us via our contact form or at info@baushop-express.com and please state the item with the quantity and the delivery address with the country and the corresponding postcode. We will then inform you at short notice whether we can also ship to the desired country and - should delivery to the desired shipping address be possible - inform you of the shipping costs, as we must ask our shipping partner in advance about the shipping option and costs.

In the case of deliveries to countries outside the European Union, further costs may be incurred in individual cases for which we are not responsible and which must be borne by you. These include, for example, costs for the transfer of money by credit institutions (e.g. transfer fees, exchange rate fees) or import duties or taxes (e.g. customs duties). You can find further information, for example, at https://ec.europa.eu/taxation_customs/home_de and on import VAT at http://auskunft.ezt-online.de/ezto/Welcome.do and especially for Switzerland at http://xtares.admin.ch/tares/login/loginFormFiller.do.

For a few items there is a bulky goods surcharge, this is indicated on the respective product page. In order to offer you the best possible price for the delivery of bulky goods, the costs vary depending on the size and quantity of the items ordered. We base the bulky goods surcharge on the price we have agreed with the shipping company and thus keep the delivery costs as low as possible for you. Whether the bulky goods surcharge is calculated as a flat rate or per item also depends on the charges levied by the shipping company. On the product page of the item you wish to order, you will be informed how much the bulky goods surcharge is and whether it is charged as a fixed rate, i.e. for the delivery of any number of the same item, or per piece.

9. Which logistics provider delivers the goods?

Generally, the logistics companies DPD, GSL and DHL deliver our goods to you. If your delivery contains bulky goods, we work together with various experienced shipping companies.

10. How long does shipping take?

Usually our goods reach you within 2-3 working days after your order (mainland). For deliveries to other European countries, the delivery usually takes 4-5 working days. If there are longer delivery times for certain products, these are indicated on our website. You can find out where your delivery is at any time by using the online tracking service provided by our logistics partners.

11. Can I have the goods delivered to an address other than the invoice address I have given?

Of course you can. When you enter your address, you will see the item "The billing address differs from the shipping address" below the input fields. Simply click on this field and then enter your desired billing and shipping address.

12. Does Baushop-Express deliver abroad?

Yes! In case you wish to make an order from a foreign country please send us a non-binding mail (info@baushop-express.com). The mail should contain any information about the requested products and the target country. In case a delivery is possible we will inform you about incurring costs. After confirmation the order will be committed.

13. Can I collect the goods myself?

It is only possible to collect the goods you have ordered yourself by prior arrangement. Please contact our customer service before placing your order.

14. My package is damaged in transit, what can I do? 

Our experience shows us that you can rely on our logistics partners. Transport damage only occurs in rare cases. If you do notice any damage, please contact us immediately. We will then contact the responsible logistics company and find the best solution for the customer.

15. Is it possible to return the ordered products?

If you are a consumer, you can make use of your right of withdrawal and return the goods within two weeks of receipt. To do so, please contact us by telephone or e-mail. You will bear the direct costs of the return shipment. This also applies to goods sent by forwarding agent. Goods that cannot be sent by parcel post will be collected from you by a forwarding team.

If you are a business customer or company, you cannot make use of the 14-day right of withdrawal.

16. How long is the warranty period?

If you are a consumer, the warranty period is 24 months for the purchased products and begins with the handover of the goods. For businesses, the warranty period is 12 months. Excluded from the warranty are damages that are due to natural wear and tear or improper use.

17. How can I keep up to date with favourable offers from the Baushop-Express?

When you place your order, you have the option of subscribing to our newsletter. Otherwise, we will inform you about our current offers by letter. At your request, we will immediately stop sending you information material by mail or e-mail. An informal e-mail to us is sufficient.

18. What happens to the data I provided when placing my order?

The protection of your data is very important to us. All information you have provided for placing an order will be used by us exclusively for the purpose of processing the contract. Your data will be deleted immediately after tax and commercial law retention periods have expired. You can also delete your customer account at any time without any problems. At your explicit request, we will use your data to keep you informed about our offers by e-mail or mail. If you are no longer interested in our current offers, you can easily cancel the newsletter at any time by sending us an email.

19. Who will assist me with any technical questions?

Our experienced team will support you from Monday to Friday from 7:30 a.m. to 5:00 p.m. under the telephone number +49 (0)831 575 3555. You can also contact us with technical questions at any time by sending an e-mail to info@baushop-express.com.

20. How does customs clearance work for deliveries to Switzerland or other non-EU countries?

In the case of delivery to Switzerland (non-EU countries), further customs duties, taxes or fees may be payable by the customer, but not to the supplier, but to the customs or tax authorities responsible there. We organise the customs clearance and the clearance fees are included. If customs duties are charged by Switzerland, you will receive a corresponding invoice from the contracted forwarding agent. In our shop you order free of VAT. You will also receive an invoice for the Swiss VAT due from the commissioned forwarding agent.

The customer is advised to enquire about the details with the customs or tax authorities before placing the order. Further information can be found, for example, at http://xtares.admin.ch/tares/login/loginFormFiller.do.