Frequently Asked Questions (FAQ) – CrownHorse GmbH
Welcome to our frequently asked questions! Here we've compiled the most important information about ordering, payment, shipping, delivery, returns, and our customer service.
1. Order
How can I place an order?
It's easy! Browse our online shop, add the items you want to your shopping cart, and proceed to checkout. There, enter your shipping address, select your preferred payment method, and confirm your order.
Can you buy vouchers?
Yes, you can purchase digital vouchers from us! We can also provide you with physical vouchers upon request.
Where can I redeem the vouchers?
You can easily redeem the voucher in the checkout area. Simply enter the voucher code, and the amount will be deducted from your order.
Where can I find the size chart?
You can find the size chart directly on the product page for each item. This way, you can ensure you choose the right size.
2. Payment
Which payment methods are offered?
With us you can conveniently pay using the most common payment methods:
- credit card
- Instant bank transfer (SOFORT)
- Invoice (via Klarna)
- Google Pay
- Apple Pay
- PayPal
3. Shipping and delivery
Which countries do we deliver to?
We deliver to:
- Germany
- Austria
- Netherlands
- Denmark
- Switzerland
- Italy
- Norway
- Finland
- Luxembourg
- Sweden
How much does shipping cost?
- In Germany : Shipping costs EUR 4.99. Shipping is free for orders over EUR 150.
- Outside Germany : Shipping from 9.90 EUR.
How long does delivery take?
- In Germany : Your order will usually be delivered within 1-3 working days.
- Outside Germany : Delivery usually takes 3-5 working days.
What happens if I order items with different delivery times?
If you've ordered products with different delivery times, we'll send everything in one shipment. This shipment will be based on the longer delivery time. Customer support is also available to help you upon request.
4. Returns and exchanges
How can I return an item?
If an item doesn't fit or you don't like it, you can easily exchange or return it through our returns portal. Select the items and print a return label. Place the return slip and the goods in their original condition in a package and send it back.
Who pays the return shipping costs?
The return shipping costs are 5 EUR, which will be deducted from your refund amount.
How long do I have to return an item?
You have 14 days from receipt of the goods to return them to us.
When will I get my money back?
Once we receive the returned items, we will process your refund within 7 days.
Are there any items that cannot be returned?
Products that have been individually made for you or products that cannot be returned for health or hygiene reasons (e.g. dentures, sealed items whose seal has been removed after delivery) are excluded from return.
5. Customer service
How can I contact customer service?
Our team is happy to help! You can reach us by email at kundenservice@crownhorse.de or via WhatsApp at 015151549904. We will endeavor to respond to your inquiry as quickly as possible.
How long does it take to get a response from customer service?
We strive to answer your questions as quickly as possible. It usually takes only a few hours for you to receive a response from us.
