YOUR ONLINE HELP

We have compiled a list of frequently asked questions about our online shop for you here, grouped into subject categories. Find all the information you need quickly and easily on our online help pages!

YOUR QUESTIONS

Order
Payment
Delivery
Returns

Prices & Discounts
Buying
Service

Quality
Availability
Safety
Fraud prevention

Order

Is there a minimum order value?

The minimum order value in our online shop is 29 EUR.

Can I track the status of my order?

If you created a customer account for your online purchase, you can easily view your personal order information and delivery status using the functions of the “My account” section. To do so, click on “Log in” at the top right hand side of the online shop. If you are already logged in, you will already see the words “My account” here. For any further questions regarding your order, our Customer Service team is happy to inform you about the status of your delivery. Please visit our Help Center to get in touch.

Can I change my order after it has been made?

Provided your order has not yet been sent, you can contact our customer service with subsequent requests for changes to your orders in our Help Center. Please be aware that address alterations cannot be made once the order has been received for technical reasons. However, it is possible to cancel a current order that has not yet been processed.

At what point is the transaction complete?

In the last step of the order process, all selected items are displayed in a table under “Check & submit”. Your contact details and chosen payment method are also displayed once more for you to check. With your order, you accept our General Terms & Conditions (GT&C), which you can read using the link of the same name underneath the list of items. Finally, click on the “Buy now” button.

Do I get a confirmation that my order has been received?

Once you have placed your order, you will receive an e-mail from us confirming the receipt of your order. For your records, this confirmation contains all items ordered from us as well as the delivery address you entered. You will also receive an e-mail confirming that your items have been dispatched (as soon as your order has left our warehouse) and a confirmation that your payment has been received.

Can I also have my order sent to another delivery address?

Yes. After logging in with your e-mail address and password, you will see an overview with your personal data. Here, you can choose and enter an alternative delivery address. The goods as well as the invoice will then be sent to your alternative delivery address. In your personal area under “My account” you can keep multiple delivery addresses and easily select the appropriate address for your order.

Is it possible to change my delivery or billing address for an order I have already placed?

No, unfortunately this is no longer possible. The order is already being processed after a short time and can no longer be changed.

Is it possible to add or cancel items to my order at a later date?

No, unfortunately this is no longer possible. The order is already being processed after a short time and can no longer be changed.

Why do I have to register before making a purchase in the online shop?

If you have not yet made a purchase in our online shop, you first have to register online. To register, you enter your personal data and choose a personal password. We save this data so that the next time you shop you can log in safely and easily with only your e-mail address and password. The data that you entered is then automatically recalled. You can of course change your data at any time. This registration enables you to shop comfortably and quickly in the online shop. We value your trust, which is why we take utmost care and use the highest security standards to protect your personal data from unauthorised access.

Can I also make a purchase in the online shop without setting up a customer account?

Of course. In this case, simply select “Order as a guest” on the login page. Please be aware that you will have to completely re-enter all of your information and that it won’t be saved for a quick purchase.

What happens if I forgot my password?

If you ever forget your password, click on the “Forgot your password?” link on the login page and we will send you your password again by e-mail.

Is it possible to exchange my order?

Unfortunately not. Please return the incorrectly ordered goods and place a new order.

Payment

How do I redeem a voucher?

In case you have a promotion voucher, you can enter the voucher code straight in your shopping basket.

Every voucher includes a voucher code, which you enter in the designated field. Then, confirm by clicking on the “Redeem” link. In the summary of your order, the value of the discount will appear separately and will be offset against the invoice amount of your order.

Please consider the following: Most online vouchers can only be redeemed once. Only one online voucher can be redeemed per order and online vouchers are not always valid in brick-and-mortar stores. Concerning this, please read the information on the voucher in question.

Do I get an invoice with my delivery?

Yes. Every delivery includes an invoice.

Do I have to pay VAT on my order?

The value of the goods already includes the statutory VAT. The prorated taxes are nonetheless shown separately on your invoice.

Are discounts and rebates granted?

Unfortunately, we cannot grant any discounts and rebates.

Delivery

How long does delivery take from the time of ordering?

Ordered items are always delivered as quickly as possible. You can find the estimated delivery time on the checkout page.

Which countries does the online shop deliver to?

With the online shops of GERRY WEBER and SAMOON, we can deliver to customers in the following countries:

Worldwide to all countries that you can select in the country selection
Germany
Austria
Switzerland
the Netherlands
Poland

Can orders be placed and/or delivered on the weekend?

Our online shop is available for you 24 hours a day, 7 days a week. Therefore, you can place orders online at any time. However, goods are usually only dispatched on work days from Monday to Friday, not including public holidays.

Are items packaged properly, appropriately and with care?

All items are packaged appropriately and with care by our employees before they leave our warehouse. If you discover damages to the package, please communicate this to the delivery personnel. In case that is not possible, please contact us immediately via our Help Center.

Are there delivery costs and if there are, who pays them?

You can find the delivery costs on checkout page.

Who do I contact if my items have not arrived at the appointed time?

If your order has still not arrived after 7 working days, please contact us via our Help Center.

Returns

Can I return items that do not fit or damaged items without a big ordeal? If so, within what time frame?

Your satisfaction is our greatest mission. If you are not happy with something about your order (e.g. damaged items, wrong size, wrong cut, wrong design), you can return the items to us within 14 days of cancellation. Unfortunately, we cannot issue refunds for damages to items for which you are responsible. Exchanges in brick-and-mortar stores are not permitted.

Do I have to provide a reason for not accepting/returning items?

No. It is enough if you adhere to the 14 day return period and fill out the returns form satisfactorily.

When returning items, do they have to be in their original packaging and do I have to fill out a returns form?

Please visit our returns portal for any further information. Return the items together with the completed returns form. Please use the original packaging if possible. Include the completed returns form with the package so that the items can be correctly allocated and the invoice amount can be credited to you as quickly as possible.

To what address do I return the items?

Please visit our returns portal for any further information.

When I make a return, can I immediately order a new item of clothing or request an exchange?

Please don’t include any new orders or exchange requests with your returned items. You can place new orders quickly and easily in our online shop, which is available for you 24 hours a day, 7 days a week.

Prices / Discounts

Do I get a discount if a certain product value is exceeded?

Unfortunately, we cannot grant any discounts.

Can I benefit from subsequent price changes after my order has been placed?

No, the price at the time purchase applies for all items.

Buying

How can I search for a product?

There are two ways of finding your desired product in the online shop:

1. Browse through our shop using the main navigation menu.
2. Enter a specific term in our search function.

Browse

You can get an overview of the categories in the online shop using the top menu bar. There, you will find categories such as New, Collection, Inspiration and Sale. Clicking on one of these terms will take you to the corresponding section.

Under the main navigation menu, the subcategories of the selected category will also be displayed. Example: Click on “Collection” and you will see the subcategories “Blazers”, “Trousers”, “T-shirts” etc. By clicking on your desired subcategory, the entire product range from this group will be displayed.

You can narrow down your selection using various filter options located above the products (e.g. your size or the colour). Select your desired filter settings and click on “Apply”. The filters being used will be displayed under “Your selection”. If you would like to remove a filter, please click on the cross behind the corresponding filter or click on “Clear all filters”. By clicking on a product image, you will be taken to detailed information about that product. Here, you will find the colours and sizes on offer, among other things, and can place the desired product in your shopping basket.

The “Inspiration” section gives you an overview of current colour schemes and trends. The “New” section contains all products that have just arrived in the online shop. In the “Sale” section, you will find our reduced items.

The search function is also located in the top menu bar, right next to the categories. Enter your search term (e.g. Blazer) and click on the magnifying glass symbol. The search results will then be displayed in a concise list with product images and prices. Should no results be found, alter your search term. By clicking on a product image shown in the search results, you will be taken to detailed information of that product.

You can return to the start page at any time by clicking on the brand logo on the top of the screen.

How do I place items in my shopping basket and how do I change/delete my shopping basket?

Once you have decided on one of our items (see the description under 1. “Browse”), select the desired size and click on the button “Add to shopping basket”. The quantity and price of the items in the shopping basket is then displayed under “Shopping basket” at the top of the screen on the right. You can look at your shopping basket and change it at any time by clicking on “Shopping basket”. The “Continue shopping” button takes you to the section of the shop you visited last, where you can continue browsing and place new items into your shopping basket.

If you would like to remove items from your shopping basket, click on “Remove” next to the correct item and it will be deleted from your shopping basket. Once all items that you would like to order are in your shopping basket, click on the “Go to checkout” button. This will take you to the customer login screen or registration for new customers.

What assistance and advice does the online shop offer me to help me combine different items harmoniously?

In the category “Colour themes”, you can combine all products from a specific colour theme within one colour palette in order to create your individual dream outfit. If there is already an item that you particularly like, go to the details page of that item where you will already find an outfit suggestion at the bottom of the page under “Shop the look”. At this point you have the opportunity to place several or all of the items from the outfit directly into your shopping basket.

Can I order an item of clothing in different sizes and/or different colours?

Of course. Go back to the product and select the relevant size and colour. Add the item to your shopping basket. If the product is no longer available in the right size, the size will appear greyed out or won’t be shown.

How do I know my size?

On the details page of every product, you will find the link “Size chart” above the size selection on the right. The size chart shows you where you should measure yourself. You can then compare your measurements to those in the corresponding size overview. In this way, you can find the right dress size for you in the blink of an eye.

Is there a single shopping basket for GERRY WEBER, TAIFUN and SAMOON? And if there is, how does it work?

While you shop in the online shop, you can use your shopping basket for items from all three shops. On the top left of the screen, above the brand logo, you will find the link “Other brands”. By clicking on this link, you will be presented with an overview of the different brand shops (GERRY WEBER, TAIFUN, SAMOON), as well as the market place HOUSE OF GERRY WEBER, where you can see and buy products from all three brands in one shop. You can switch between the shops quickly and easily by clicking on the respective brands. Under “Shopping basket”, you will see the brand, size, colour, item price and total cost of your selected items. Your items will be delivered to you. Items from all brands will be listed on the invoice.

Can I also recommend products from the online shop to a friend?

Where can I find store addresses?

You can search for the addresses of our stores by going to the “Store finder” link at the bottom of the online shop. Select the country and city. You will see our stores in your vicinity by clicking on the “Find stores” button.

Service

Who can I contact in case I have questions?

Should you require any further information or assistance, please visit our Help Center.

How and where can I inform myself about the latest news? Is there a newsletter?

Don’t miss a thing. Simply request our free fashion newsletter. We will regularly inform you by e-mail about the latest fashion trends, colour themes and current promotions, such as competitions. You can request our fashion newsletter at the bottom of every page. Simply enter your e-mail address and you won’t miss a thing.

How can I change the frequency of the newsletters or unsubscribe?

There is a link at the end of every edition of our fashion newsletter, as well as in your personal customer account in the online shop, which you can use to change the frequency with which you receive the newsletter, or cancel it.

Where can I find information about the company's different brands?

For a short introduction to our brands, click on the “Our brands” link at the bottom of the page. This link directs you to our company page, containing detailed information regarding the whole company.

Where can I leave my praise and criticism?

Your opinion is important to us! What do you think about our online shop? Do you have suggestions for improvement? On the bottom of the screen, you will find a form under “Contact” where you can share your praise and criticism, and also ask us specific questions which you would like our Customer Service team to answer.

Quality

Does the quality of products in the online shop match that of the retail stores?

All products meet the quality standards of the brands GERRY WEBER, TAIFUN and SAMOON. It makes no difference whether you purchase our products in one of our stores or in our online shop.

Where can I inform myself regarding the proper cleaning and care of the products?

The cleaning and care information of products from our online shop can be found by clicking on the term “Material” under the “Add to shopping basket” button. Alternatively, you can also scroll further down on the page yourself. There you will find information on the material composition as well as the washing and care instructions. For more detailed information, use your mouse pointer to click on the respective care symbols.

Can I take an even closer look at the material of the item than I get from the product images?

Yes, there are selected detailed pictures of the item on the details page of every product. If you click on the magnifying glass on the product image (top left), another window will appear with the corresponding, enlarged picture.

Availability

Are all items shown in the online shop always current and available at any time in respect to design, size and colour?

All items listed in our online shop are of course current and available for as long as they appear in the shop. If individual sizes are already sold out, they will no longer be offered for sale, and will be faded or greyed out.

How often is the product range updated? I saw a product yesterday, but today it’s gone. What happened?

Our online product range is continuously updated for you. If an item that was recently displayed is no longer in the shop range, it is either currently no longer available or has already sold out.

Is it possible that currently unavailable products will become available again at a later date?

It can indeed be the case that currently unavailable items are available at a later date. Don’t hesitate to contact our staff regarding this. We are happy to answer your enquiries on the phone or by e-mail.

Safety

How safe is my data when I place an order in the online shop?

We value your trust, which is why we take utmost care and use high security standards to protect your personal data from unauthorised access. Your order, your personal data and your payment details are protected by technical security systems. For the transfer of data, we use the SSL security system (Secure Sockets Layer). This technology is also used by banks for protecting users’ data on online banking.

How safe is my data from unauthorised access by a third party?

We adhere to the general guidelines under German data protection legislation and are committed to withholding customer data from third parties, provided this is not absolutely necessary for the processing of the order.

Who uses my data?

During data processing, the interests of our customers that merit protection are always taken into account. While doing so, we act according to the provisions prescribed by the legislative authority. We process personal data for order processing as well as for managing customer relationships and if necessary also pass it on to third parties, such as delivery companies, or to service providers acting on our behalf for the purposes of credit checks.

Fraud prevention

What are online fake web shops?

Currently, more and more fake shops are appearing on the internet. These are online shops that imitate the online offers of well-known brands and manufacturers. After making a purchase, the customer either does not receive the products or is getting a completely different product of inferior quality.

How can you recognise an online fake web shop?

The most conspicuous feature is the very cheaply offered products in an online shop that obviously does not belong to the manufacturer or brand. If you are still unsure whether it is a safe online offer, search for the imprint. The imprint and the general terms and conditions should be complete and not reveal numerous errors at first glance. Payment in advance as the only payment option is also typical of fraudulent intent.

You can find more information on recognising fake web shops on the following website: How to detect fraudulent sites selling fakes

Please do not hesitate to contact one of our customer services consultants if you have a question that has not been answered above. Simply complete our contact form and somebody will be in touch with you right away.