FAQ

Pricing & Billing

?Q     I'm living outside the European Union and want to order from compagnon. Do I have to pay the full retail price displayed in the shop?

!A     No, retail prices for non-European orders will exclude 16% VAT/Tax. The reduced net price for overseas orders can be found next to every article. For orders shipped to U.S. territory no additional import duty and taxes will be added to the displayed net price of the product (if the total value of the order is below 800 USD). You can preview calculated product prices in USD by switching currency on the main shop display. US Dollar prices are just for reference, billing and payment will be in Euro, applying exchange rates are determinded by your payment institution.



?Q     I'm based in the European Union and I run a registered business. Is tax exempt billing available for me?

!A     Yes, if your business enables VAT deduction in your home country and you can provide a valid business registration number, you will qualify for 16% sales tax deduction on the displayed retail price. You can enter your VAT number in a dedicated field during the checkout process. The VAT number will be validated again after the order is completed. Make sure the entered number is valid and correct. Total amounts will be automatically recalculated accordingly. Tax deduction is not available for orders delivered in Germany.



?Q     What are my payment options?

!A     You can choose between PayPal payment, Amazon Pay, bank wire transfer, credit card (Visa/Mastercard/Amex, processed via Paypal Plus) or flexible pay rates via Klarna (coming soon). Credit card or invoice payments are hosted by Paypal. A registered Paypal account is not necessary for these payment options.



Shipping & Delivery

?Q     What are the shipping costs to my destination?

!A     Shipping costs will vary according to destination. The individual cost will be calculated for you during the Check-Out process. Shipping rates: Germany: Free. European Union: 10 Euros. Switzerland, Liechtenstein & Norway: 15 Euros. Non-EU & Overseas: DHL Premium 25 Euros, World Express from 39€ (depending on destination and parcel size).



?Q     How long will I have to wait for my order to arrive?

!A     Shipping usually takes 5-20 business days for international orders. Please note, that clearing customs and import checks may add a significant number of days to total delivery time. For faster shipping and processing times, there are World Express options for overseas deliveries available upon checkout. Our deliveries are prepared in the best way possible for a smooth transition to your destination country. Currently, due to the pandemic, significantly lowered air cargo capacities and high demand, delivery times will increase on most orders (national & international) significantly. Optional Express shipping (e.g. UPS Expedited or DHL Express Curier) are less effected. Thank you for your understanding.



?Q     The product I like is currently in backorder. What does that mean for my delivery time?

!A     First come, first serve. Delivery times are indications generally. The times may vary in some cases. The delivery times shown with the article in our shop only apply to valid preorders. With completed order and payment your order becomes a valid preorder, thus your order items are reserved for you immediately. Without completed order and payment, you do not qualify for a spot on the waiting list. Keep in mind that certain items might sell out again while they are on backorder. So don't wait on the status to change in the webshop before placing your order. Obviously we're doing everything in our power to keep the waiting times to a minimum.



?Q     Which carrier will handle delivery of my oder?

!A     International orders shipped outside the EU are handled by DHL International Premium or UPS Expedited. The latter is subject to Express Surcharge. Orders to Germany and EU countries are handled by DPD or DHL. Once the order is shipped, you will receive a confirmation email by the carrier. Availability and detail of tracking information provided by the carrier may vary depending on destination. compagnon deliveries are environmentally friendly and carbon-neutral.



?Q     Are there any additional fees/charges on international orders?

!A     According to your home country's import & customs regulations additional fees may apply. To find out more please refer to your governmental information services.



Returns, Exchange & Support

?Q     How can I return my order?

!A     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 Line products do come with brand tags and can only be returned or exchanged with these tags still on the product. Removing the tags voids the new/unused condition.

?Q     What can I do when there is a fault on my compagnon?

!A     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. The 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 (25 Euros). Repairs on our artisan products are difficult and require extensive working hours. Please note that an repair will generally take 4-5 weeks to complete.

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