FAQ'S


1.
How do I choose the right bag size?

When you click on a particular product, it will come up with a range of sizes. The size, e.g. 10 x 8 cm, describes the external dimensions i.e. height is 10 cm and width is 8 cm. If you're not sure that the bag you are interested in has the right size for your product, we will be happy to send you a free sample.

2.
What about the drawstring?

The position of the drawstring is shown on a diagram for each bag. If you're not sure that the bag you are interested in has the right size for your product, we will be happy to send you a free sample.

3.
I ordered the wrong size and would like to exchange the bags for a different size. How do I do this?

Simply send the bags back to us and either call us or write to us and tell us which size you require. If the new size is is more/less expensive, you will receive a new invoice with payment details/we will refund the difference (please provide bank account details).

4.
What payment methods do you offer?

There are 3 ways you can pay:
- Advance payment via bank transfer
- Advance payment via PayPal
- Purchase on account (for companies with VAT identification number)
Public bodies should contact us and we will activate this payment option for you. Call us on +49 (0)4132 9398298

5.
How long does shipping take?

Please click 'Shipping and delivery' for details

6.
Can I order per telephone or email?

First-time customers:
Orders are only possible using the Online-Shop
Existing customers:
You can also order per email, telephone, or fax. Please make sure you have your client number or the purchase order number from a previous order.

7.
Payment has been executed. Why hasn't the order been dispatched?

Please keep in mind that the processing time of a bank transfer can vary between institutions and this can take a couple of days.
or:
Please check that there were no errors in the payment order and that the transaction hasn't bounced.
Once the invoice sum has been credited to our account you will receive notice per email and the order will be dispatched on the same day.

8.
The order has been dispatched but I haven't received it. Where is my order?

Once dispatched, you receive notification together with a tracking number with which you can trace the shipment of your order via DHL. Occaisionally the goods may have been left at a neighbour's without you having been informed, but this should be evident in the online tracking details.
Please call us if you require further assistance.

9.
I urgently need the organza bags by tomorrow for an event. Is this possible?
We can dispatch per Express Delivery. The cost of express shipping depends on the size, weight, and time of delivery. Calls us and we will calculate the price for you.

10.
Why have I not received an order confirmation?

After you order you should automatically receive an email, sent to the email address you have provided, confirming the order.
If you don't receive confirmation this may be because:

1.
Your email account may be full, so the confirmation mail cannot be delivered. In this case we then would call you.
2.
Wrong email address. In this case we then would call you.
3.
Please check your junk mail. The confirmation may have landed in spam.

12.
I haven't received an invoice. Will this be sent to me separately?

The invoice is usually in the box with the delivered goods. If it is missing, we will send you a pdf copy.

13.
Where do I find the bank details?

You will find these in the order confirmation, together with the order number and description.

14.
Why has my order been cancelled?

A confirmed order must be paid within 7 days, otherwise the order will be automatically cancelled by our system. We do, however, keep the order in our system a few days longer so that the customer can contact us if there have been difficulties or there has been an error. If we do not hear from the customer then the order will be completely cancelled.

15.
I have a VAT number. What do I need to do?

If your country is part of the EU and you have a valid VAT ID then you can order sales tax free (tax-free intra-community acquisition according to the German tax law §4 1B UStG).
To purchase tax-free, please enter your VAT ID when creating a customer account. This will be checked online and the tax-free option immediately activated. Prices shown will then be net prices.

Note:
For orders which are first shipped within Germany and then forwarded to another European country, a signed (with original signature) confirmation of delivery must be posted to us.
We can send you the form for this per email if required.

16.
Do you ship goods to DHL Packstations?

Yes we do. Enter your post number and the number of the DHL packsation as the delivery address. For example:

Joe Blogg
1234567
Packstation 114
10243 Berlin


17.
I'm not sure which size bag I need. Can you send me a sample?

Yes we can. Click here for further information: Samples
 
Any further questions? Simply contact us and we will be happy to help you!