FAQs

Extended return policy: We have extended the time slot in which you are able to return your order during christmas time. Orders placed between 1st of December 2019 and 24th of December 2019 may be returned and refunded through your initial payment method until 11th of January 2020.

Shipping cost

How much are the shipping costs?

Where do you want to ship?

Orders under 70 €: 5,00 €

Orders over 70 €: free

Shipping with  DHL

Within Germany and Switzerland we ship with our shipping partner DHL.
DHL will attempt delivery up to two times. If you cannot accept the shipment, the package will be stored at your next post office for up to 7 business days, after which it will be returned to us.

We ship international shipments with our shipping partner UPS.
As soon as your order has been shipped, you will receive a confirmation e-mail, in which you can find a link with your UPS tracking number that takes you directly to the tracking on UPS.com providing you with real-time delivery status information.

DHL Logo

UPSedited

Deliver time & shipment tracking

How long does the delivery take?

Germany: Standard 1-2 working days

Europe: 1-3 business days

International: 2-4 business days
may differ due to customs clearance in the country of destination

For payment in advance, your order will be shipped after the full invoice amount has been received. If the money does not reach us within 14 days, your order will be canceled.

How can I track my shipment?

When your order has been dispatched you will find a relevant link in your dispatch confirmation email. This enables you to track the current delivery status of your order online. Please note that it can take a few hours until the tracking is updated.

You can also see the current status of the consignment by clicking on the current order in your Asphaltgold customer account.

You can, of course, also collect orders from our store in Darmstadt. Please select "Collection in store (AGC) in Darmstadt" at the check-out. There are no dispatch costs and you can collect your item from as early as 1:00 p.m. on the next working day.

When will my order be dispatched?

Orders that are placed before 10:00 a.m. and which we have already received payment for, will be dispatched on the same day (Monday to Friday). You will receive a dispatch confirmation including tracking number, as soon as we have transferred the consignment to the dispatch service provider. Please note that it can take a few hours until the tracking is updated.
Orders by prepayment can only be dispatched when we have received payment. Please note that transfers, depending on the bank carrying out the transaction, can take up to 3 working days within Germany; up to 5 working days for transfers overseas.

You can find information about delivery time here: PAYMENTS AND SHIPPING

Collection by the customer

You can also, of course, collect orders from our store in Darmstadt. For this, please select "Collection in store (AGC) in Darmstadt“ at the check-out. There are no dispatch costs and you can collect your item from as early as 1:00 p.m. on the next working day.

Express dispatch with UPS

Orders that are placed before 12:00 p.m. Monday to Friday and for which payment has been received are dispatched on the same day.

You can find information about delivery time here: Payment & shipping

Returns

Return policy during christmas time

We have extended the time slot in which you are able to return your order during christmas time. Orders placed between 1st of December 2019 and 24th of December 2019 may be returned and refunded through your initial payment method until 11th of January 2020.

What is the return policy?

You may return the merchandise within 14 days. For more information, check out our terms & conditions

How may items be tried on?

In order to guarantee that items can be taken back and refunded, they should only be tried on in the same way as is usual in a retail shop. Shoes, for example, may not, therefore, be tested on the street. Unfortunately, we cannot take back items that have traces of usage.

New return label

For customers from Germany: For customers from Germany we offer free return dispatch for goods with a value of at least 40 euros. If this applies to your order, but a return label was not enclosed, please contact our Customer Service, stating your order number. We will then send you a new return label, which you then just need to print out.

How do returns work with KLARNA?

  • If you want to return some or all items of your order to us, please reckon on a few working days (excluding weekends and public holidays) before your return reaches our warehouse again. We will send you a confirmation email as soon as we have received your return.
  • Klarna will send you your invoice by email as soon as your order has been dispatched. Please note without fail the invoice due date, which is stated on your invoice. Klarna invoices are due 14 days after you have received the invoice. Your statutory right of cancellation, as well as the Asphaltgold return provisions remain unaffected by this time limit. Ultimately, you only pay for the items that you actually receive.
  • If you have just returned one or several items and the invoice due date is approaching, we recommend that you register the return in the Klarna portal. Klarna Customer Service will gladly help you with any questions about this.

If you have received a reminder, although you have already sent back your item or order:

  • If the date of the payment due date on the invoice has passed, Klarna will automatically send you a reminder. In this case, please contact Klarna Customer Service directly.

If you are waiting for a refund:

  • Klarna will automatically refund you the amount for items that you have returned and already paid for. For this purpose, wait for the updated invoice that confirms to you that the return has been received. After that, you can reckon on approx. 2-5 working days until the amount is on your account again.

If you have any further questions about your Klarna account, please contact Klarna Customer Service directly.

How long does it take to process my return?

Please ensure without fail that you are given a proof of posting when you take the return to the post office. You can keep track of the current status of your return by means of the returns number on the receipt.
Please reckon on several days from within Germany and up to 14 working days (excluding weekends and public holidays) from overseas for your return consignment to reach us.
We will send you a confirmation email as soon as our returns department has examined and processed the returned goods. This can take 3-4 working days after receipt of your return consignment.
Please contact our Customer Service Team if you have still not received any confirmation after the respective return and processing period. Please notify us of the order number so that we can process your request straightaway.

Return for orders from Germany:

For goods with a value of over 40 euros, return within the 14 days right of return is free for orders from Germany. Please use the attached return label and ensure that you are given a proof of posting when handing over the package. Returned items should be sent back to us in the original condition and in the original packaging. Please complete the return form, and attach it to the package. In this way, you ensure that your return can be correctly allocated in our warehouse. If you are nearby you can, of course, also return items bought online to our store. The refund will then be made on the following working day in the same way as we received the payment.

Return address:
asphaltgold GmbH & Co. KG
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany

Returns for orders outside Germany:

We offer free returns only for domestic customers. Therefore you have to cover for the return costs and can choose the parcel service that works best for you (but we recommend secured shipping). You can send the unworn und originally boxed items back to the following address within 14 days after delivery:

asphaltgold GmbH & Co. KG
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany

Please add the invoice and write "return" on the outside.

After we have received and checked your return, you will receive a refund (excluding shipping). If you are looking for another model or size please place a new order.

Exchange for orders from Germany:

For our customers from Germany we offer free exchange for goods with a value of over 40 euros. Please enter the item that you would like to exchange, with size and item number, in the attached return form. When your return has been processed the new item will be sent to you. You are welcome, of course, to contact our Customer Service Team.

Exchange for orders outside Germany:

At the moment we do not offer an exchange service for our customers from overseas. If you return an item to us, we will automatically refund the purchase price to you and we ask you to place a new order for the desired item.

Are there restrictions when taking items back?

If you would like to return items, and these are not in the original condition or are in an unusable state, we reserve the right to decide whether we refund you the value of the goods. The same applies to goods that are returned to us beyond the return deadline of 14 days.

Payment

HOW CAN I PAY?

  • Pre-payment

  • Paypal

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  • Amazon Pay

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  • Payment by invoice

Klarna

  • Direct debit

Klarna

  • Pay over time

Klarna

  • Credit card

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  • Sofortueberweisung

Klarna
Do I have to pay german VAT if I order something from outside the country?

VAT of 19% will be automatically deducted from the invoice amount on orders from Switzerland or outside the EU. This will depend on the delivery address.

Gift vouchers

We do of course also offer vouchers with varying amounts here. You can choose between a PDF to print out yourself, or a voucher that will be sent to you via DHL. Gift vouchers can be redeemed in our online shop or in either of our stores in Darmstadt.

Discount or voucher codes

At the checkout you'll find an "APPLY COUPON"-field below the total of your order. As soon as you click on it, a text input field will appear. Apply your valid coupon and verify it by clicking the "ADD COUPON"-button. The discount will be displayed immediately.

When will my credit card be debited?

As soon as your credit card has been authorised it will be debited immediately. You will then receive a confirmation email from us with the information that your order has been successfully completed. Please note that in the case of returns the refund might not be shown until the next statement.

Miscellaneous

My question wasn't answered!

Please send your question to hello@asphaltgold.de.
Or give us a call at +49 (0)6151 - 62 92 10
Mo – Fr: 8.30 a.m. – 6.00 p.m.