IMPORT DUTIES AND TAXES
(only for countries outside the EU)
You may be subject to import duties and taxes. Customs policies vary widely from country to country and we have no control over these charges, we cannot predict what they may be. When in doubt, please contact your local customs office for further information.All additional charges for customs clearance are the responsibility of the customer.Thank you!
FAQ and Sales Terms & Conditions
The following information are based on the distance selling act:
• Company name, postal address and other contact details
• Product description
• Prices including taxes
• Payment methods
• Shipping date and mean
• Freight costs
• Right to cancel
The contract of purchase between Gress Schuh GmbH and the customer is legally valid only upon delivery of the goods by our partner DHL.
The Gress Schuh company reserves the right to cancel orders after receipt of the order confirmation by the customer. This can for example be necessary due to a faulty presentation of our website caused by a technical problem.
How may I return or exchange shoes that do not fit or I do not like?
In case you are not satisfied with the products you have received, you have for sure the option to send the goods back to us, latest 30 days after reception of your parcel. Please be so kind to send us the goods which you do not wish to keep in the original Birkenstock® shoe box and without any trace of usage. The shoes should not have been in any way modified or changed. In case you do not want an exchange, we can refund you the complete order value (however excluding the freight costs) or the value of the shoe you have sent us back. We will then make the restitution of the order/shoe on the credit card you have used for placing your purchase order or transfer the money on your account in case you have chosen advance payment.
Please be so kind to use the packing slip you got with your parcel to accompany your returns or use the return form you find here or received with your order confirmation. This will help us to allocate the return to your order. Please let us know whether you wish an exchange or a refund.
We will try our best to deal with your return the fastest. In case you need your shoes as soon as possible, we recommend you to pass a new order on our website (however you will need to once again pay for postage).
Our customers have to carry all freight costs for returning goods to us. Please note that additional costs can occur if sending with courier services like Fedex, GLS and others. These extra costs won’t be borne by our company!
For returning goods to us, please be so kind to use the original Birkenstock® shoe box.
You have the option to use any courier or delivery company for sending the goods back to us.
Our postal address for returns is as follows:
Gress Schuh GmbH
Please be so kind to indicate your customer number in our address. This helps us a lot to treat returned parcels at the customs.
Kindly be informed that we try our best to ensure that article descriptions and illustrations are as accurate as possible. However, slight variations might occur. Please consider that colours might differ according to your computer screen resolution and settings.
Credit Card payment
To make credit card payments as safe as possible we apply SSL encryption technology. This means that the credit card data we receive from our customers are only transmitted via an encrypted link.
The following data are concerned:
• Type of credit card (American Express, MasterCard or Visa)
• Name of credit card holder
• Credit card number
• Verification code
• Expiry date
The name of the credit card holder as well as the credit card numbers and the expiry date are shown on the front side of the card. Visa and MasterCard have a three-digit verification code (three numbers at signature field) on the back side of the card. American Express cards have four-digit verification codes on the front side of the card. These codes increase your payment security.
How can I pay my order?
The easiest way to pay your order is via credit card. The following cards are accepted: VISA, American Express, MasterCard und Eurocard.
You have also the option to create a PayPal account for free (for more information, please check “www.paypal.com“).
In case you do not wish to pay via credit card or PayPal, you can choose advance payment. On your order confirmation you will find our International Bank Account Number and Bank Identification Code (IBAN and BIC),to transfer the whole amount of your order. Your order will be dispatched as soon as we have registered your payment. Please consider that this might last a couple of days.
How does our company conduct refunds?
In case you have sent your parcel back to us and wish a refund, we will then proceed it on the credit card you have used to pass your order or on your PayPal account if you had chosen this payment method. The lead time is approx. 3 to 6 days before reception of the refund on your account. Depending on your credit card institute, it might be that you first see the refund on your credit card statement at the end of the month.
In case you chose advance payment while passing your order, we need you to communicate us your account details, such as your International Bank Account Number (IBAN) and your Bank Identification Code (BIC). You can find these information on your bank account statement or please ask your bank institute.
How do I know that my purchase order was validated?
Few minutes after you have passed your order and it was correctly registered in our system, you will receive your order confirmation per email. In case you have not received our email, please check your spam order. If you really cannot find your order confirmation, this probably means that your order did not go through. In this case, please inform us per email under email@example.com, so that we can check what happened and inform you accordingly. In the event you have received two order confirmations per email, please contact us as soon as possible. It might be that you accidentally have ordered twice.
I did not get any answer to my mail
If you have sent us an email and did not get any answer within 24 hours (except weekend) your computer has possibly classified our answer as a junk-email or spam. Please check the spam or junk-email file of your mail account.
Are my personal data secured?
Our website is SSL secured (Sockets Layer Software). This means that all your personal information and data will go through an encryption process and converted, so that no third party can have access to these information. Your references remain in our company and system and will not be at any case forwarded to other companies. Since you order on our website, this gives us the right to contact you, as regards your purchase order, either per email, post or telephone.
Can I cancel my purchase order after confirmation?
If you wish to cancel your order, please send us an email under firstname.lastname@example.org and mention your order confirmation number. We can stop the shipment of your parcel and cancel your order if we have not yet forwarded your data and order details to our logistic partner. We would then refund you the complete order value.
What can I do in case I have noticed a mistake in my order confirmation?
In case you have noticed that you have for instance ordered the wrong item or the wrong shoe size, please send us the soonest an email under email@example.com. We can stop the shipment of your parcel and cancel or modify your order, only if we have not yet forwarded your data and order details to our logistic partner. Please check your order very carefully before confirmation.
What can I do in case I have received defective goods?
The name and company Birkenstock® stands for very good quality and high treatment of best materials. However failures may happen. Please inform us as soon as possible per email under firstname.lastname@example.org, in case you have received defective goods and be so kind to mention your order confirmation number or customer number. We will handle your reclamation as soon as possible.
I have a question to whom I did not find any answer to.
In case you have other questions or comments, do not hesitate to send an email under email@example.com. We will answer you the soonest possible.
Last modified: 12.04.2018