Shipping & Returns

Shipping & Returns

 

Shipping Delivery areas


We currently deliver to the following countries:

Germany
Zone 1: Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Great Britain, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus
Zone 2: Albania, Andorra, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Georgia, Gibraltar, Iceland, Kazakhstan, Kosovo, Croatia, Liechtenstein, Moldova, Montenegro, Northern Macedonia, Norway, Russia, San Marino, Switzerland, Serbia, Svalbard and Jan Mayen, Turkey, Ukraine, Vatican City


Deliveries to countries other than those listed here are unfortunately not possible - we thank you for your understanding.

 

Deliveries to Germany:

From an order value (net value of goods) of 200,00 € and above we deliver free of shipping costs. 
For an order value below 200,00 € we charge shipping costs of 6,64 € net.

 

Zone 1:


We charge shipping costs of 10.84 € net for deliveries to Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Great Britain, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus.

From an order value (net value of goods) of 200,00 € and above we deliver free of shipping costs. 

 

Zone 2:
We charge shipping costs of 12.52 € net for deliveries to Albania, Andorra, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Georgia, Gibraltar, Iceland, Kazakhstan, Kosovo, Croatia, Liechtenstein, Moldova, Montenegro, Northern Macedonia, Norway, Russia, San Marino, Switzerland, Serbia, Svalbard and Jan Mayen, Turkey, Ukraine, Vatican.

 

For deliveries to non-EU countries, additional fees, taxes and customs duties may apply. These fees vary from country to country. We have no influence on these fees. You can find more information here:


Customs information application

EU Taxation and Custom Union

 

 

Delivery time


Unless otherwise stated in the products offered, delivery of the goods in Germany will take place within 2 to 4 days after conclusion of the contract (in the case of agreed advance payment, after the time of your payment instruction).

For deliveries abroad, the goods will be delivered within 3 to 14 days after conclusion of the contract (in the case of agreed advance payment, after the time of your payment instruction).

Please note that there is no delivery on Sundays and public holidays.

If you have ordered items with different delivery times, we will send the goods in one shipment, unless we have made different arrangements with you. In this case, the delivery time is determined by the item with the longest delivery time.

Delivery will be made by DHL or UPS. We ship directly from our warehouse in 31171 Nordstemmen (Germany).

Unfortunately, a selection of the parcel service is not possible at the moment.

 

Return

If you do not like an ordered product, you can return your order within 14 days of receipt of your order (according to the deadlines defined in our terms and conditions).


In order to process returns after you have exercised your right of withdrawal, we ask you to do the following:
Please make sure that the goods are unworn and unwashed. The product must be packed in the original packaging (this only applies in the event of a timely withdrawal), and the original shipping packaging or an equally damage-proof packaging should be used so that the original packaging of the product is not damaged. All parts belonging to the product must be included.
Please also include the invoice or order number as a note in the package so that we can match the product to the correct order for the subsequent refund.
Then send the package to the following address with a shipping service provider of your choice:

El Puente GmbH
Lise-Meitner-Straße 9
31171 Nordstemmen.

As soon as we have received and checked the package, we will refund your purchase amount.
If you wish to exchange a product for a different size, or want to make a complaint due to a defect, please see below.

 


Exchange


If you would like to exchange a product you have ordered for a different size or colour, you can return your order within 14 days of receipt of your order (according to the deadlines defined in our terms and conditions).
To process an exchange after you have exercised your right of withdrawal, we ask you to do the following:


Please email us at: vertrieb@el-puente.de.

We will then send you a DHL return label. Exception: Unfortunately, we cannot issue DHL labels for customers who live outside of Germany. Send the package with a delivery service of your choice and send us an email with the receipt and your bank details. We will then reimburse you for these shipping costs.


Please make sure that the goods are unworn and unwashed. The product must be packed in the original packaging (this only applies in the event of a timely withdrawal), and the original shipping packaging or an equally damage-proof packaging should be used so that the original packaging of the product is not damaged. All parts belonging to the product must be included.
Also, please include a note in the package with the new size or color you want.
The package can then be returned to any post office.


As soon as we have received and checked the package, we will send you the product in the desired size or color.
If you wish to complain about a product due to defects, please see below.

 

 

Reclamation


If you want to return a product due to defects, you can do so within the general statutory warranty rights (according to the periods defined in our terms and conditions).
In order to process complaints after you have exercised your right of withdrawal, we ask you to do the following:
Please send us an email to: vertrieb@el-puente.de stating the order number.

We will then send you a DHL return label. Exception: Unfortunately, we cannot issue DHL labels for customers who live outside of Germany. Send the package with a delivery service of your choice and send us an email with the receipt and your bank details. We will then reimburse you for these shipping costs.


The original shipping packaging or equivalent damage-proof packaging should be used to avoid damaging the product. All parts belonging to the product must be included.


In order for us to match the product to the correct order for the subsequent refund/exchange, please also include the invoice or a note in the package stating whether you would like a refund or a new product free of defects.


The package can then be returned to any post office.
As soon as we have received and checked the package, we will refund your purchase amount or send you a new product.