Shipping and Delivery
All orders are processed at our office in Germany within two business days, subject to payment clearance and stock availability. Order processing may take up to 2 weeks during our tour period. We operate Monday to Friday with the exception of German Public holidays. A preliminary confirmation will be sent by email when your order is placed. Once your package is shipped we will send you a second email with a final confirmation and instructions on how to track and collect your order. Shipping costs will be added to your order and displayed at checkout.
International orders are shipped with DHL Premium service. Please note that the goods cannot be left without a signature and that couriers usually operate between 08.00-18.00 (8am-6pm) on business days. You can specify an alternate daytime delivery address when ordering, for example, your work address (recommended). All orders are fully traceable at the DHL website. Up to date delivery information can be accessed at any time. Please login to your account to begin tracking.
All international orders require a signature upon delivery. We are unable to redirect orders once items have been dispatched. Delivery times are provided as guidelines only. Issues such as payment authorization and destination customs clearance may cause delays. Please note that we are unable to deliver to Post Office boxes.
Clemens en August insures each purchase during the time it is in transit until it is delivered to you. All orders require signature upon delivery, at which point responsibility for the shipment passes to you. If you have specified a recipient other than yourself for delivery purposes, you also accept that a signature by the third party is sufficient evidence of delivery and fulfillment by Clemens en August. Transfer of responsibility will therefore be passed to the recipient.
Taxes and Duties
European Union If your country is part of the European Union (EU), prices include German VAT at 19%. All countries within the European Union are shipped to on a DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the price displayed at checkout.
Rest of the World
Orders to countries outside the European Union may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. Your order is shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties as well as German VAT. We are unable to calculate the exact amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. DHL will invoice you for the local taxes and duties. Since we are unable to make assessments regarding fees, we recommend you contact your local DHL office to obtain an estimate.
- Items must be returned within 7 days of receiving your order.
- Items should be returned to us in perfect condition accompanied by the original invoice.
- Returns will only be accepted if labels and original packaging are fully intact. Clemens en August cannot accept returns where labels have been removed.
- All shoes should be tried on a carpeted surface before wear. Shoes must be returned in their original,undamaged shoe box as this is considered part of the product.
- You are responsible for the shipping of returned items back to Clemens en August. Items lost in transit will not be compensated for.
- All exchanges are subject to availability.
- You may return the goods to us by any secure means (we recommend to use a shipping service that entaisl a tracking number)
Payment and currencies Summary
We accept these credit and debits cards:
- Giropay, ELV
When placing an order the full amount is reserved on your account by Clemens en August. Payment is debited from your card at time of dispatch. All transaction on the Clemens en August Online Shop are processed using SIX Card Solutions (http://www.six-card-solutions.com/), a third party secure online payment gateway that encrypts your card details in a secure environment. All customers paying by card are subject to validation checks. Clemens en August makes the reservation to delay any order if we suspect a further security control is needed. For security reasons, we do not store any payment information in our database.
To help ensure that your shopping experience is safe, simple and secure Acne use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. SSL encrypts and secures the internet traffic you send to us. When placing an order, you can immediately check the security validity by clicking the security device icon at checkout. You will also notice that when you look at the location (URL) field at the top of the browser during checkout, you will see it begin with ´https://´ instead of the normal ´http://´. This indicates that you are in secure mode. To ensure that your information is kept private, we do not store any payment information in our database.
If you have a question about any aspect of your order or product advice, we are available to help you Monday through Friday during German office hours 9:00 am to 6:00pm.Email email@example.com or call +49 (0)89-163 990 20.