FAQs

Generally  

Determine whether an email, phone call or SMS comes from Shopoutlet24

Shopoutlet24 will never ask you for your personal information in emails, SMS messages or calls. Below you will find some helpful tips on how to determine if a contact is not from Shopoutlet24 and how to report it.

1. How do I know whether an email actually comes from Shopoutlet24?

1.1 Spoof or phishing emails are fraudulent emails that attempt to obtain personal information from you. They are designed as if they came from Shopoutlet24. If you receive an email and suspect it is a spoof or phishing, you should pay attention to the following:

  • Shopoutlet24 never asks for personal information in emails.
  • Shopoutlet24 will never ask you to update payment information that is not linked to a Shopoutlet24 order or Shopoutlet24 service. Go to Orders to confirm. If our website does not ask you to update your payment methods, this email is a fake.
  • Check the sender's address.
    • Click the sender name in the "From" field. Scammers can easily enter a fake name like “Shopoutlet24” linked to a fake email address.
    • The email domain corresponds to the set of letters placed after the @ sign in an email address. Fraudulent emails look like they come from Shopoutlet24, but the email domain cannot be duplicated.

2. How do I know whether a call actually comes from Shopoutlet24?

2.2 If you receive a suspicious call and the caller claims to be from Shopoutlet24, please note the following:

  • Shopoutlet24 will never ask for a payment or offer you a refund that you do not expect.
  • Shopoutlet24 will never ask you to make a payment outside of our website (e.g. via bank transfer, email with credit card information, sharing gift card details over the phone).
  • Shopoutlet24 will never ask you for remote access to your device, e.g. B. by installing an app.

3. How do I know whether an SMS actually comes from Shopoutlet24?

3.3 If you receive a suspicious SMS message claiming to come from Shopoutlet24, this is so-called “smishing”. Smishing messages can be added to a thread with legitimate messages you may have received from Shopoutlet24. If you receive a suspicious SMS message claiming to be from Shopoutlet24, note the following:

  • Fraudulent messages often inform you of a problem with your account, ask you to provide sensitive information, or state that you are entitled to a refund. Shopoutlet24 never asks you for your password or personal information via SMS.
  • Shopoutlet24 will never ask you to make a payment outside of our website (e.g. via bank transfer, email with credit card information).
  • Shopoutlet24 will never ask you for remote access to your device, e.g. B. by installing an app.

If a text message seems suspicious, do not click on any links or call any numbers included in the message.

4. Where do the products come from?

4.1 From our warehouse in Germany

5. Where is the company headquarters?

5.5  The company headquarters is in Munich

6. Are all products in the shop immediately available?

6.6 Yes, all products in the shop are immediately available

7. Have you received any unexpected SMS/email/phone calls/letters that appear to be from Shopoutlet24?

7.7 Stay alert. Please do not open links in these communications and report them as soon as possible. Shopoutlet24 will not call, text or email you about an order you are not expecting, nor ask you to urgently confirm purchase or payment details. You can track your orders at any time in your account under My Orders. Shopoutlet24 will never ask you to provide your personal information or make a payment outside of our website.

My order

1. Can I still CANCEL my order?

1.1 To ensure that your order is processed as quickly as possible, cancellation is no longer possible within a few minutes of placing your order. If you really don't want your order, submit a return request. As soon as the package is back with us, your return will be processed and your order will be canceled.

2. My address is incorrect - How can I change it later?

2.2 To ensure that your order is processed as quickly as possible, changing your address is no longer possible within a few minutes of placing your order.

Option 1: You can have your address adjusted via DHL. After shipping you will receive a shipment link. Use DHL's options to ensure that your package gets to you

Option 2: Or create a DHL account with your email address and change the delivery details. https://www.dhl.de/de/privatkunden/anmelden.html

3. Can I change my ORDER?

3.3 To ensure that your order is processed as quickly as possible, it is no longer possible to change your order just a few minutes after placing your order.

4. Where is MY PACKAGE?

4.4 After handing over the package to DHL, you will receive an email with the current status. You can find out where your package is at any time using the “Track shipment” link.

Payments

1. What payment options are there?

1.1 You can transact with credit card, VISA, Mastercard, AMEX, Paypal, Applepay, Amazonpay, Googlepay, Sofortüberweisung, Shoppay.

2. Are my payments and transactions secure?

2.2 Yes, your data will be encrypted and sent securely to the payment providers.

3. What happens if my payment failed?

3.3 Check whether all data has been entered correctly and there are sufficient account funds. Try it again.

4. Will I be called if my payment failed?

4.4 No, you will not receive a call from us asking you to pay.

Note: Please do not make payments over the phone. These are fraudulent intentions

Shipment

1.    Which parcel service will my order be delivered with?

1.1    We only ship with DHL or a shipping company.

2.    How can I track my delivery?

2.2    You will automatically receive a tracking number (DHL) with every order.

         https://www.dhl.de/de/privatkunden/dhl-versandstracking.html

3.  How can I influence my delivery date or storage location?

3.3  As a registered DHL customer, you can specify when, where and how you would like to receive the package.

https://www.dhl.de/de/privatkunden/kundenkonto/registration.html

4. Where do I enter my postal number if I want to ship to a Packstation?

4.4. During checkout (order completion process) you can add a field when entering data. Click on the (+ address addition) a new field will be added. Enter your postal number there (*numbers only*)

5. How to receive your delivery at a DHL Packstation (Instructions)

1. Activate Packstation service

To use the Packstation service you need a DHL customer account and the Post & DHL app . We have summarized all the information about activating the Packstation service for you.


2. Addressing the shipment

    Enter the Packstation address correctly when ordering

    To receive your shipment at a packing station, enter this as your delivery address in three simple steps.

    1. After your first and last name, enter your personal customer number (also called postal number) in the additional address field. You can find this on your DHL customer card or in the Post & DHL app. It is important that only numbers have to be entered in the additional address field.


    2. Write “Packstation” in the street field and the three-digit number of your desired Packstation in the house number field.


    3. Now just enter the zip code and the location of the desired packing station. Complete.

    • You can find all packing stations with their location and addressing in the post finder .

    3. Receive notification

    • You will be informed by email and via push notification in the Post & DHL app as soon as you can pick up your package at the Packstation.

    4. Pick up the package

    • Collect your shipments when it suits you best. We will keep your package for you for up to seven calendar days.

    6. When will my order be shipped?

    6.6 The order will be shipped ready for dispatch immediately after receipt of payment

    7.    How long does it take until I receive my order?

    7.7    Delivery takes 1 - 2 working days (deviations on certain public holidays)

    8. According to tracking, my order was delivered but I didn't receive anything?

    8.8  It can happen that the parcel service provider (DHL) drops off parcels with neighbors etc. without notification

    9.  What are the shipping costs within Germany (Germany)?

    9.9 Domestic deliveries (Germany) are charged at a flat rate of €6.53 per order. We deliver free shipping for orders over €100.00.

    10. What are the shipping costs abroad?

    10.10 Deliveries abroad such as Luxembourg €12.68 for orders over €100.00, free shipping in Austria €10.10 and Switzerland €13.53

    11. How long does a delivery take within Germany (Germany)?

    11.11 Delivery takes approximately 2 - 3 working days (deviations may occur due to public holidays)

    12. How long does delivery take abroad?

    12.12 The delivery time to other EU countries is approximately 5 - 10 working days (deviations due to public holidays or other influences are possible)

    Return/complaint

    1. Is there a right of return?

    1.1 Yes, you have the right to return the order within 14 days ( please note when returning that we can only take back unopened food and non-food products with the original packaging.)

    2 .   How do I make a return request?

    2.2 On the shop home page, in the *footer* return request or directly via  this link:  **Return link**

    3. What do I do if I received an INCORRECT PRODUCT? 

    3.3 Please contact us directly, tell us your order number/invoice number and inform us about the incorrect product.

    4. How can I RETURN an ORDER?

    4.4 Send us via this link: **Return link* a return request order number/invoice number. You will then receive further information

    When returning, please note that we can only take back unopened food and non-food products with the original packaging.

    System/Software

    1. We use DMARC?

    1.1 Domain-based Message Authentication, Reporting and Conformance (DMARC)

    2. What is DMARC?

    2.2 Domain-based Message Authentication, Reporting and Conformance (DMARC) is a mechanism intended to reduce the misuse of emails, such as phishing.