Help / FAQ

News

Important information on the current situation with COVID-19

You can find current information here.


Ordering

Is there a minimum order value for the SCHIESSER online shop?

No, there is no minimum order value.

Can I order by phone?

Unfortunately we cannot accept orders by phone.

Our customer service center will gladly help you if you have any questions regarding carrying out an online order, a complaint or the return process. You can reach us by toll-free phone on the German landline and mobile network at: 0800 723 78 11. From other countries, you can reach our customer service at: +49 1805 212699 (depending on your telecommunications service provider, charges may apply for an international call to Germany).

Can I change or cancel an order?

Orders that have been sent out cannot be changed or canceled due to the fact that it's a fully-automated process.


Payment

Which payment methods can I use in the SCHIESSER online shop?

We offer you the following payment methods to choose from:

  • Invoice
  • PayPal
  • Amazon Pay
  • Credit card (VISA/MasterCard/American Express)
  • Advance payment
  • SOFORT bank transfer

Payments on account and by Sofort bank transfer are currently only available for orders placed within Germany and Austria. We offer prepayment only in countries with the € currency due to higher transaction fees. More information can be found under Payment Methods.

Why is my preferred payment method not available?

We apologize if your preferred payment method is not available. Before each order, our system checks how secure this order is and offers you appropriately secure payment methods. This way, we protect both you and us from misuse. Please understand that we cannot intervene in this automated process. Possible reasons why your payment method is not available:

  • Delivery and billing address do not match
  • You have outstanding amounts from previous orders at the time you are placing your order
  • You may have exceeded a certain order amount that is unusually high
  • The combination of name and address is not known. Maybe you have mis-typed, got married or recently moved?


Shipping and delivery

When do I receive my order?

Within Germany, it generally takes three to five business days for a package to arrive.

International shipments are normally delivered within four to six working days. You can track your order at any time using DHL Tracking.

Is express shipping possible?

Unfortunately, we don't offer express shipping at this time.

Where and how can I check the delivery status of my order?

You will receive a track & trace code from DHL together with your shipping confirmation. You can use this code here to check your shipment status.

I didn't receive my order, but it should have come according to the delivery status.

In this case, please contact our customer service.

Which logistics company does SCHIESSER use to ship its goods?

We ship with DHL Paket.

For deliveries outside of Germany, delivery can be made by a local parcel service on behalf of DHL.

Which countries do you deliver to?

www.schiesser.com delivers only to Germany, Denmark, Finland, France, Ireland, Italy, Luxembourg, Netherlands, Belgium, Austria, Poland, Sweden, Slovenia, Spain, Czech Republic and Hungary.

For deliveries to Switzerland and Liechtenstein, please visit schiesser.ch.

Is delivery to a Schiesser store possible?

Currently, delivery to a SCHIESSER store or SCHIESSER outlet is not possible

How much are your shipping costs?

Shipping costs are completely free – we at SCHIESSER will cover the shipping costs.

What happens if I'm not present at the time of delivery?

If you are not at home when your package arrives, the courier will leave a notification for you. It's possible that the postman has left your package with a neighbor or you can pick it up at the specified post office. You are welcome to check the current status in your shipping confirmation email and the shipment number it contains.

An item from a shipment is missing. Do you resend it?

In this case, please contact our customer service.

How can I see if an item is in stock?

All items on our online shop are usually immediately available for shipment.


Returns

How do I return an item?

For return shipping, please affix the enclosed return label to the package. The package can be sent from the nearest post office at no cost to you. Alternatively, you can also deposit the package in a DHL Parcel Box. If no return label is enclosed with your package, you can generate one here.

What are the conditions for returning an item?

If an item does not meet your expectations, you can send it back to us free of charge within 14 days. Please understand that we can only accept unworn, flawless goods with their original packaging. We also ask that you not remove any labels or other attachments when trying the item on. To return an item, please fill out the enclosed return form and list the quantity being returned. Please also indicate the reason for your return so that we can continuously optimize our service to you.

How do I receive a return label?

The return label is included in your package for orders from Germany. If you need a new return label, please contact our customer service. For returns from abroad, you can create the return labels yourself. More info can be found here.

Can I return multiple orders together?

This is not a problem. You're welcome to return multiple orders to us in one package. Please note, however, that an assignment can only be made correctly if the completed return slips are enclosed.

How long does it take for me to get my money back when I return an item?

After the return has been received in our warehouse, you will receive a return receipt and a credit note a short time later. This will be refunded to you according to your payment method. It can take approx. five working days between the receipt of your return and the payment of the credit.

How do I complain about an item?

If it is an item that you have purchased in our online store, you can contact customer service directly. Please let us know the order number so that we can assign your request.

If you purchased the item from a brick-and-mortar retailer, please contact the respective retailer directly.

How can I exchange an article?

Unfortunately, direct item exchange is not possible. Please return the affected item to us using the enclosed return label and place a new order. If no return label is enclosed with your package, you can generate one here.


Vouchers

How can I redeem a coupon or promo code?

Detailed instructions on redeeming a coupon or promo code can be found here.

What are your voucher terms and conditions?

Vouchers and discounts cannot be combined with other promotions/discounts or vouchers. Cash payment is not possible. Only one voucher can be redeemed per order. When redeeming a gift certificate, the total cost of goods purchased must correspond to the value of the voucher. Please note that the shipping and handling fee is not included in the value of the goods. For returns, percentage discounts will be proportionally charged to the credit note. SCHIESSER reserves the right to deduct the value of the voucher from your credit in the case of returns if the purchase value is less than the specified minimum purchase value. The minimum purchase value and voucher period are shown on the vouchers. Information on our general voucher terms and conditions can also be found here.

What does minimum purchase value mean in your voucher terms and conditions?

Please note that our vouchers generally apply to the minimum purchase value AFTER return. That is, the value of goods that you actually keep. This can lead to the fact that you unfortunately no longer qualify for the selected voucher after partial order return and fall below the minimum purchase value. You will therefore have to pay the full invoice amount.

Can I pay with a gift card/voucher?

You have the option of redeeming a coupon code (without spaces) during the purchase process. When redeeming a gift voucher, the total cost of goods purchased must correspond to the value of the voucher. Please note that the shipping and handling fee is not included in the value of the goods.


Customer account

Why should I set up my own customer account?

With your own customer account, many functions are available to you that make shopping in the SCHIESSER online shop much easier. You enter your data for billing and your delivery address only once. These will be saved in your customer account so that you don't have to enter them again for each new purchase. The following functions are also available to you:

  • Checking the shipping status of your order
  • Order and return history
  • Exclusive promotions, offers and much more

Can I delete my customer account or change my account if I move?

Of course, you always have the option of either deleting your customer account or changing individual fields. To do this, simply log in to your account and click on the My Account box.

How do I change my address?

To do this, simply log into your account. Under My Account, select My Address book and change your address accordingly.

What do I do if I've forgotten my password?

You have the option to have an email sent to you by clicking on the question mark in the registration area. This e-mail contains a link you'll need to click. This confirms that the request came from you. You will then receive a second e-mail from us with a newly generated password.


Newsletter

What are the advantages of a newsletter?

By subscribing to our newsletter, you will always be informed about the latest trends and promotions and you won't miss out on any news.

As a thank you for your newsletter registration, you will also receive a € 5 voucher* for the SCHIESSER Online Shop (*minimum purchase value € 20). Please note that the same promo code will always be sent upon repeatedly subscribing to the newsletter using the same e-mail address; it is not possible to redeem the same promo code multiple times.

How can I unsubscribe from the e-mail newsletter?

To unsubscribe from the newsletter, you can simply click on the unsubscribe link in one of our newsletters. Alternatively, you can unsubscribe from the newsletter directly here in the online shop. Simply enter your email address in the text field on the following page for to unsubscribe and confirm it by clicking the button.


Service

How do I find a store near me that carries Schiesser products?

You can use our store finder search to find the nearest store in your area that carries Schiesser products. To do this, simply enter your zip code or your desired location. We will find the nearest store for you and show you the best way to reach it. You can access the store search here.

How do I find the right size?

Schiesser items are released in standard sizes. If you are ever unsure of what size is right for you, you can use our Size table. If an item still doesn't fit, you can of course return it free of charge.

Where can I find my favorite items if they're not on the online shop?

In this case, use our storefinder. Here you will find all retailers, SCHIESSER stores and outlets that sell our items.

Lexicon: if you don't know what a certain technical term means.

You can find our lingerie ABC here.

Service hotline / Contact

Do you have any questions about any of our products or do you need individual advice? Then please contact our customer service. They can be contacted both by telephone on the service hotline 0800 / 723 78 11 (free of charge from German landlines and German mobile networks) or by email at kundenservice@schiesser.com . We would be pleased to assist you.

For calls from abroad, you can reach us at +49 1805 212 699 (depending on your telecommunications service provider, charges may apply for an international call to Germany).

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