Price & Payment

Questions about pricing, taxes, payment options etc.

Question

I do not live in the EU and I want to order from compagnon. Will my order include VAT/tax?


Answer

No, for orders to non-EU countries the VAT/tax will be deducted during checkout. Any shipping address outside the EU will qualify for tax-free checkout. For deliveries within Germany a deduction of tax is not possible. Further info on taxes, import and fees, please see below.



Question

I live within the EU and run a registered business/company with VAT registration. Can I order without tax?


Answer

If your business enables you to input tax deduction and you can provide a valid VAT/tax ID during checkout, VAT will be deducted from your order amount. Please make sure the provided VAT ID is correct and your delivery address does match your registered business address. Within Germany a deduction of tax for businesses is not possible.



Question

What are my payment options for my purchase?


Answer

Depending on your home country you will have various payment options available, PayPal, bank wire, credit card (Visa, Mastercard, Amex), Apple Pay, Klarna. Invoice payment will be provided by our payment partner Mollie or PayPal. A registered PayPal is not mandatory for this payment option. Invoice or rate/slice-it payments via Klarna or PayPal (if available) will automatically guarantee the order amount for us so payments have to be made to the payment institution only. Please follow the information provided by the payment provider after purchase. All requirements and deadlines must be observed under any circumstance and we are not able to consult, changed or waive any artcile of contract. Certain payment options may not be available to you based on risk assessment. We do not receive information about decision factors or individual cases, as this is an external measure carried out by our payment partners.



Question

I want to send the order amount using regular bank wire. How can I do that?


Answer

Our bank wire information will be provided to you at checkout confirmation site and within your order confirmation mail. Please make sure to use your Order Number and your name as reference. Without appropriate reference the accounting process will take more time and thus will delay the shipment of your order. Please note that international bank wires can take up to 6 bank working days to be completed. In case you have lost our banking details, please do use the following account: compagnon GbR // IBAN: DE71666500850008779457 // BIC: PZHSDE66XX // Sparkasse Pforzheim Calw

Delivery & Shipping Options

Questions about shipping times, delivery dates and carrier options

Question

What are the shipping cost?


Answer

Shipping costs can vary according to delivery country and parcel weight and will be calculated during checkout. Generally, within Germany orders over 20€ are shipped for free. Within the EU shipping cost is 10€, Switzerland, Liechtenstein & Norway are 15€. Outside the EU/Overseas shipments using DHL Premium International start from 29€, Worldwide Express (significantly faster delivery, usually Expedited service) starting at 39€. For non-EU countries the shipping cost is calculated during checkout.



Question

How long will my delivery take to arrive?


Answer

International deliveries within the EU typically take between 5-10 working days to arrive, depending on destination country. Please note that import/customs of your local authorities can take a varying amount of time and cannot be influenced by us even though our shipments are prepared for quick transition to your local carrier. Outside the EU delivery times range from 12-25 working days with DHL Premium, delays due to local import process possible. Faster Worldwide Express shipping is available at surcharge and typically arrives within 5-10 days including import process. Please make sure to consider the delivery time plus possible delay in your planned arrival date of your order.



Question

The compagnon I want to order is not in stock. What does the delivery date next to the product mean?


Answer

First come, first serve. Delivery dates are updated as soon as we receive dependable information. Sometimes, the estimate can change quickly, sometimes it does not. These delivery times estimate when a product arrives back in stock at our facility and is then available to preorder customers. Any valid and paid order qualifies as a preorder and your ordered product(s) are reserved from the anticipated restock. Without any valid order and completed payment you are not entitled to a spot on the waiting list. In some cases an anticipated restock can be sold out with preorders before it arrives. As a result delivery times for this article will remain or increase on the product page. We're working hard to keep these cases to a minimum but with small, handmade batches and working with small, traditional suppliers, delays and waiting times can occur.



Question

Which carrier will handle my shipment?


Answer

Deliveries within Germany are handled by DPD or DHL. Typically, all regular parcel shipments provide tracking and/or DPD Predict incl. individual delivery options and services. International shipments within the EU are handled by DPD International or DHL and may, according to shipping destination, offer similar tracking information. Non-EU international orders are shipped using DHL International Premium or UPS. We focus on shipping CO2-neutral where possible.



Question

Are international orders subject to additional costs/fees?


Answer

According to customs and import regulations of your country of residence additional fees can apply. Our logistics department prepares every shipment carefully for a quick and easy customs transition. Local authorities determine the amount to be paid for customs/import of your order. Specific information on this matter can be found with your local board of customs or imports.

Returns & Withdrawal

Questions about returns, exchange, warranty etc.

Question

How can I return my order for a refund?


Answer

You can return your new, unused compagnon articles (excl. digital products like downloads) within 14 days upon receipt of your order for a full refund (including cost of the cheapest shipping option available for your order). Shipping costs for return shipments are the customer's responsibility. In case you would like to exchange your article for another one, please create a new order with our shop. Our return address can be found in our GTC and in all emails or documents provided with your purchase. Please note: Our Element and Adapt Line products do come with brand/product tags and can only be returned with these tags still on the product. Removing the tags voids the new/unused condition. If the product condition is not unused, damaged, dirty or in other ways diminished, a full refund of the order is not possible.



Question

I would like to exchange my ordered product for another model/size/color option. How can I do that?


Answer

For technical reasons we are not able to offer direct product exchanges. To avoid mistakes in the exchange process, please return the unwanted item in refundable condition (see above) and place a new, separate order for the desired alternative product. This will allow us to process your return as usual and issue a refund.



Question

What can I do when there is a fault on my compagnon or it gets damaged?


Answer

Should a compagnon develop a fault, please get in touch with us using this prepared mail and let us know about what kind of problem you have. Generally, all faults that have not been caused willingly or due to improper use and occur within two years after purchase are covered by our compagnon guarantee. A necessary service/repair is free of charge for you. Even after that two year span we will help you out with service and/or repairs for a contribution towards expenses (29 Euros) for damages that can happen over time. Repairs on our artisan products are difficult and require extensive working hours. Please note that an repair will generally take 4-6 weeks to complete. Extensive damage caused by improper use or willingly carried out damaging do not qualify for a repair service towards expenses.