When will I be charged?

It depends on the type of your payment method.

Credit Card

If you used a credit card to order, you will be charged as follows:

• You’ll be charged when the order leaves the warehouse. When you place the order we authorise the amount, then after the order leaves the warehouse we capture the amount.

PayPal

If you used PayPal, you’ll be charged when the order leaves the warehouse. When you place the order we authorise the amount, then after the order leaves the warehouse we capture the amount.

Where can I find my order number?

A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder. If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email. But don’t worry, your order will still be processed as normal.

If you have registered an account with us, you can check in My Account > Order history

How can I check my order status if I haven’t received a confirmation email?

If you have registered an account with us, you can check in My Account > Order history. If you placed your order as guest - please contact us.

How can I be sure to never miss another confirmation email?

Before completing your order, please make sure that you have entered the correct information. Better still, create an account to securely save your details for future purchases. You’ll also be able to check your recent orders under 'My Account' when you log in.

Which payment methods do you accept?

We accept the following payment methods in the online shop: PayPal, Visa, MasterCard, Google Pay and Apple Pay.

Can my delivery and billing address be different?

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country.

All you need to do is untick the box that says 'My billing information is the same as my delivery information’ and then you can enter in your correct billing details.

Why is my online order cancelled?

Sometimes we have to cancel orders. This can be due to a number of reasons, including:

• Stock availability. It is most likely that your size ran out of stock before we could process your order.
• Payment issues. Your payment did not go through or we were not able to verify your payment details.
• Delivery address issues. You may have accidentally entered an incorrect or incomplete delivery address which we couldn’t process.
• If you have requested delivery outside of Singapore.
• If product(s) shown on the website contain a (manifest) error such as being incorrectly priced or otherwise incorrectly described.

You are not charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.

What emails will I receive regarding my order?

Typically, you’ll receive the following emails in regards to your order:

• Order confirmation email to acknowledge we have successfully received your order
• Shipping email containing your tracking number

How do I know if my order is processed?

You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully.

You can check the status of your order in the "My Account" section. This will tell you at which stage of the delivery process your order is.

Why can't I find my order in my order history?

It may be that you placed your order using the guest checkout option. In this case, the order is not associated with a registered account. If that is not the case, please contact us.

Do I need to create an account to buy from your online shop?

You don't need to have an account to place an order. However, having an account can save you time during checkout as it securely saves your address for future purchases. It’s not necessary though if you just want to place an order.

How long after receiving my confirmation email will I be able to track my order?

After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there’s a weekend in between.

How long does delivery take?

We offer fastest delivery. If you have placed your order before 1 pm (CET), shipment should reach you next day. If ordered after 1 pm (CET) shipment could take one day longer. Delivery will be done business days.

Please note that delivery could take longer, if there is a public holiday in Hong Kong.

How do I check my order or delivery status?

If you have registered for an account, you have two options to check the status:

You can track your order by following the link in your Shipment Confirmation email - this will lead you to the order history in the My Account section

Login and go to order history in the "My Account section". Click on your order number for details.

If you made the purchase as guest, please refer to the emails sent to you or contact customer service.

Why is my order late?

We always aim to deliver your order within 1 -2 business days, but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:

Your order was shipped during our sales and promotions season.

You ordered more than one product. In exceptional circumstances your order may arrive in different packages and on different dates.

Your order was placed during a German public holiday or a local public holiday. Our main warehouse is in Germany, and it is home base for each and every one of our products.

There were unpredictable circumstances beyond our control.

Do you want to find out the current delivery status of your order - check your order history.

Why can’t you ship my order?

There are a few reasons that can keep us from being able to ship your order.

Here are a few possible causes:

The product(s) you ordered are out of stock.

You live in a remote area, and we cannot deliver there.

You specified a PO box as your delivery address. Unfortunately, we are not able to deliver to PO boxes, because our deliveries need to be signed upon receipt.

A payment issue might have occurred when you placed the order.

Shipping

DELIVERY

Bauerfeind Singapore Pte Ltd ("Bauerfeind") ships most orders the same-day of receipt within the Singapore. Transit times are based on business days.

Orders billing to credit cards are shipped once credit card approval and address verification is made.

Orders received after 2pm (Singapore Time) will not be processed until the next business day.

DOMESTIC SHIPPING (SINGAPORE) - SELF-COLLECTION:

Bauerfeind Singapore Pte Ltd now offers self-collection option at our flagship store Cambridge

INTERNATIONAL DELIVERIES

Bauerfeind Singapore Pte Ltd currently does not ship internationally.

Returns

A return authorization (RA) must be issued from Bauerfeind Singapore Pte Ltd by contacting customer service at info@bauerfeind.com.sg

Any return without a return authorization number will be refused. A time limit of 7 days from the date of purchase for returns applies for all consumer purchases. All returns must be in original packaging and received in new and resellable condition. Credits for returns are issued only to original purchaser. Bauerfeind strongly recommends to make the return / exchange directly at Bauerfeind Office. Bauerfeind is not responsible for returned packages lost by any delivery service.

What happens to my voucher if I return my online order, or part of it, or if my order is cancelled?

It depends which type of voucher you used.

If you used a voucher that gave you a percentage discount (e.g. 10% off), the voucher can be replaced if you return the order, or part of it. It can also be replaced if your order got cancelled, or if you cancelled the order yourself.

If you used a voucher that gave you a monetary discount (e.g. $10) the voucher can be replaced if you return the full order, if your order got cancelled, or if you cancelled the order yourself. If you return part of the order, you will receive a refund for the amount applied to that part of the order. The invoice gives you a comprehensive breakdown of the split of discount across products.

Unfortunately it is not possible to reactivate redeemed vouchers. Please contact us by phone +65 6396-3497 or contact form to request a replacement voucher. If you plan to make a return, please do so prior to requesting your replacement voucher.

How do I use my voucher?

With a voucher, you're able to get a discount when you purchase products through our online store. Here's how to claim your discount:

Pick a product (one that's applicable for a voucher discount) from our online store.

Go to your shopping cart by clicking the 'Check out' button at the top of the screen.

Click ‘Enter promo code’ in your cart

A voucher field will appear. Type your voucher code into the field and hit ‘Apply'.

Keep in mind the voucher:

Is only valid for a limited time.

May not be applicable to all products.

Cannot be applied after you've placed an order.

Cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount.

You can find the Terms and Conditions related to voucher usage stated on the bottom of your email, or on the voucher.