FAQ

Is the item available in a specific colour/size?

You can see in the online shop if an item is currently available. In the colour and size selection, we show you which item models are in stock right now. Simply select the one you want.

Will the item I wanted be restocked? How can I find out when the item I want is available again?

You can set up a product alert in the shop. Simply select the model you want on the product page (e.g. the colour and size you need) and then click the "Currently not available
(set up notification)“ button.
You will receive an email from us as soon as the item is in stock again. You can also set up a product alert if the item you want will not be restocked.

I have been looking through the shop and can't find what I'm looking for. Can you order it for me?

Unfortunately we cannot order individual items that are not part of our product range.

I need a customized quote for a school, club, or organization. What do I do?

Unfortunately, we can no longer provide customized offers or offer official invoice purchases, as we have completely automated our ordering process.
You want to order from us as a company? No problem! You can do this in our shop by simply selecting ‘Company’ in the order process. In order to do so, you need a valid VAT identification number. If you have any questions, please use the contact form to get in touch with our customer service team. We are always happy to help!

I received an item that wasn’t ordered. What do I do now?

We will, of course, refund the purchase price in the event that you receive an incorrect item despite our strict quality control. Please return the incorrectly delivered item with a relevant note on the return slip (“Service Info”). We will pay the costs for returning the item.

I am having difficulties with the order. Where can I get help?

There is no simple answer to that question!
Please feel free to contact our customer service with any questions you may have about the order process. The team will be happy to assist you.

Can I change or cancel my order after it has been submitted?

We can only cancel your order up to a certain point in the packing and shipping process. After such time, cancellations are no longer possible. Please note, however, that your order will be ready to ship within just a few hours after we receive it. For this reason, please contact us as soon as possible with your cancellation request. Unfortunately, we cannot make changes to your order, as we are bound by the terms and conditions of our payment service providers.

How can I pay?

You will find an overview of the various payment options right here. All payment types available for your particular purchase will be displayed as part of the order process.

Can I send a payment confirmation of a prepayment by mail or fax to get the delivery sent to me quicker?

We understand – of course – that you want to receive your parcel as soon as possible.
Unfortunately we cannot speed up the shipping process, even if you send us proof of payment. Have a look at “How can I speed up the delivery of my order?” to find out how you can receive your order as quickly as possible.

I have received a payment reminder for my purchase against invoice despite the fact that I have returned the items?

It may be that the payment terms of 14 days for your purchase against invoice were surpassed, before your return was received. You can disregard the payment reminder, once you have received a return confirmation from us by email.

Why can’t I place an order against invoice?

Unfortunately, we too have to be careful when it comes to money matters!
That is why our payment partner Payolution carries out credit checks in the background. In case of a negative result of a credit check, we are unable to offer purchases against invoice. Have a look at our Privacy page for information regarding credit checks.

Where can I find my invoice?

The invoice is sent to you in the parcel with your delivery. We will be happy to send you a copy by email if you can’t find it. Please contact our customer service.

Why can’t I order with my credit card?

For security reasons, we can only accept credit card payments up to a certain value of goods. Please have a look at the Payment Types page to see the limit. We can also not accept credit card payments to packstations or to a delivery address that differs from that of the card holder.

What is the card verification code for payments by credit/debit card?

The card verification number is on the back of your credit/debit card in the signature field.

Has my order been dispatched already?

When your order is dispatched we will send you an email confirming the shipment of your order along with a tracking link for your parcel. You can also check the current status of your shipment in your order history if you have previously set up an account with us. Our logistics department is closed on weekends so any order placed on the weekend will be processed in the following week.

When will my order be dispatched?

Your parcel will typically be dispatched the next working day, if you order in the morning on a working day, and the following day if you order in the afternoon or evening. Our logistics department is closed on weekends so any order received over a weekend will be processed the following week.

What countries can you deliver to?

Currently we only deliver to European countries. Have a look at our shipping costs page for a list of the delivery countries you can select in the shop.

How much will the shipping costs be?

The cost of shipping will depend on the delivery destination. We have put together an overview of the various shipping costs for you.

What do I do in case of transport damage?

Please check your shipment for completeness and transport damage immediately upon receipt and refuse to accept it if there is visible damage. You can find more information here.

I am not at home during the day. Can I have my order delivered to another address?

Sure! As part of the order process, you can enter a delivery address other than your billing address. We cannot, however, deliver to a postbox address.

I have placed several orders. Can they be shipped together?

We process every order as quickly as possible. It is therefore impossible to later put them together for one shipment.

I have received a defective item. What do I do now?

Oh, that shouldn't have happened, so firstly we apologise for the inconvenience. We are very happy to help you find a solution to this problem. Please refer to our complaint page for the best way to contact us.

Will I get my money back?

You have a statutory right to supplementary performance in case of an approved warranty claim. We will refund the money to you if we cannot provide that supplementary performance.

Can I return goods if I don't like them or they don't fit? Where do I get a parcel stamp? How do I package my return shipment?

You can naturally return items which you don't like, or reorder a different size.
We have put together all the information for you on our Returns page.

Can I return items from multiple orders in one parcel?

Yes. If you would like to return items from multiple orders, or your order was delivered in multiple parcels, you can return them in one parcel. Simply place all the items you want to return in a single parcel, include the completed return forms and stick a return label on the outside of the parcel.

Can I exchange an item?

We do not provide direct goods exchange against an offset of payment. You do like the item, but would prefer it in a different colour or size? No problem: Simply return the unwanted item to us. You can then order the new item as a new order via the online shop or customer service. You can see right away in the online shop if the item you want is available in the colour and size you need.
We have put together all the information for you on our returns page.

How do I get my money back if I return something? When will I get the money back for returned goods?

The purchase price will be refunded within 7 days after your return has been processed the same way we received it. Please do not call back payments made via "direct debit" yourself, as this is costly and we would need to bill you for any charges which accrue.

I received an item that wasn’t ordered. What do I do now?

We will, of course, send you the correct item as soon as possible in the event that you receive an incorrect item despite our strict quality control. We can also refund the purchase price if that is more convenient for you. Please return the incorrectly delivered item with a relevant note on the return slip (“Service Info”). We will pay the costs for returning the item.

I don’t want to receive your newsletters!

It is very easy to unsubscribe from our newsletter. Simply click the “Unsubscribe” link at the bottom of the newsletter. Please note that you have to unsubscribe the newsletter for each email address you have registered with us.

I forgot to redeem my newsletter voucher?

The voucher cannot be used as payment for previously completed orders and cannot be combined with other campaign vouchers.
The welcome voucher can be redeemed against a minimum order value of £40 (total after returns). Vouchers received for newsletter subscriptions are redeemable once per person and for one order only.

Where do I find gift vouchers?

We sell gift vouchers for any amount. You can order a gift voucher just like any other item and it will be sent to you in an insured parcel by post.

I forgot my Bergfreunde.eu password – what do I do now?

You can have a new password for our shop generated automatically. Click the account icon in the header of the page and then click "Forgotten password". Your new password will arrive by email in a few moments.

How can I change my password?

You can change your password at any time in your customer account under “Password settings".

I have a question or a problem. Where can I get help?

Contact our customer service! We are available Mo - Fr 09:00 - 17:00 by phone under the number +49 7121/70 12 0. Alternatively you can send us a message using the contact form

Email: Email us
Phone: +49 7121/70 12 0
Monday to Friday: 09:00 - 17:00 o'clock