FAQ
FAQ - Frequently Asked Questions
How can I order the items offered?
The easiest way to order is to order directly from the online shop by selecting the desired items one after the other without obligation by clicking on the "Add to cart" button.
If you want to purchase products from your shopping cart, you can select the "checkout" button on the shopping cart page.
How do I delete items from my shopping cart?
You can delete items from your shopping cart in the shopping cart. This is located at the top right of your screen. Click on the "Remove" button (represented by a trash can) for the item you want to remove. Or change the number of items from "1" to "0" and then update the shopping cart.
Can I save my shopping cart?
Your shopping cart is saved automatically when you have registered and logged in. You can register or log in using the "Log in" option in the top right.
What is the minimum order value?
There is no minimum order value
Do I have to register?
No, you can also easily order from us as a guest.
After you have clicked on the "Checkout" tab in the shopping cart, the option "Check out as a guest" appears in the next menu.
What advantages do I have by registering?
As a registered customer, you have an overview of your orders, the option to change your address details or enter additional details, rate items on our homepage or subscribe to or unsubscribe from our newsletter. In addition, other options are available to you, such as creating a wish list, notifications of price changes or product availability, etc.
How do I cancel my order?
Please send us an email: info@sonnewelt.de
We will try to stop your shipment immediately. If you have already paid, the order amount will be refunded to you afterwards.
The bill has disappeared. What should I do?
Please contact us using our contact form.
Or please send us an email: info@sonnewelt.de
We will then send you the invoice again by email.
I'm looking for a specific product but can't find it. What can I do?
If you cannot find a desired product, please feel free to contact us;
The best thing to do is to write an email to our customer service using the contact form.
What should I do if I receive defective goods? Parcel service:
If the package was handed over to you personally by the parcel service driver and there is already visible and noticeable damage to the package and the product itself, check the entire contents for defects upon receipt (even if there are no external defects) and report these to us, if possible, within 3 days of receiving the shipment, including pictures, by email using our contact form.
forwarding agent:
Please check the goods for damage immediately upon delivery; obvious transport damage to the packaging, or possibly to the goods themselves, must be documented on the delivery note of the shipping driver.
What should I do if I receive defective goods?
In case of extreme or obvious damage that affects the functionality of the piece of furniture, we ask you to refuse acceptance and, if necessary, to send us photos by email.
If the goods are defective after receipt, please send us an email using our contact form with a description and a few clear pictures of the damage. In both of the above cases, we will look into the matter as quickly as possible and get back to you with a proposed solution (e.g. exchange, price reduction, return).
My shipment arrived incomplete - what should I do?
If parcel service shipments contain products with different delivery times, we normally send the products in stock in advance as a partial delivery. Therefore, when completing the order, please note whether there are any items with different delivery times in the order.
It can also happen that parcel services separate the parcels in one delivery and deliver them on different days. Please note in the shipping confirmation whether the shipment will be delivered in multiple packages and the respective individual shipment processes.
You will receive an overview of the shipment status in the email you received to confirm shipment.
Here you can view your shipment history:
If the shipment status does not change after a few days, please inform us in writing by email so that we can investigate your case.
I couldn't accept the shipment - what should I do?
Parcel service:
The commissioned parcel service will attempt to deliver again on the following working days. Alternatively, the driver will leave a notification card stating which parcel shop the shipment can be picked up from. If the notification card is missing, you can view the status of the delivery (via the shipment history (stored in our shipping confirmation by email). The parcel services offer the option of viewing the parcel shop on their website.
forwarding agent:
If our shipping partner was unable to find you within the specified time period, the furniture will be taken back to the responsible branch of the shipping company in your region, unless you have previously given permission for it to be left there. Our shipping partner will then arrange a new appointment with you by phone or email.
There is a claim within the warranty period. How do I proceed?
Please send us an email
- Order number
- Description of the product problem
- Photos or videos
We will handle your case separately and respond to you in writing by email and offer possible solutions.
I would like to pay for the order cash on delivery. However, this option is not displayed.
Unfortunately, cash on delivery shipments are generally not possible. We ask for your understanding.
Why don't I get a response or email from you?
With every request you will receive a confirmation from us that we have received it and are processing it. We will try to process your request as quickly as possible.
Because we send hundreds of emails to our customers every day, some providers have put us on the "blacklist" and mistakenly filter our emails as spam. Please check your spam folder again - our reply has probably ended up there.
Didn't find your question? Use our contact form!
Or write to us: info@sonnewelt.de
