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E-Store: Questions and answers /Help

  • 1. Ordering
    • Q: Why is the article not available in a particular (desired) colour and/or size?
      As we work with live data, we always show our current stock. In case your article is not available we invite you to fill out the necessary details and we will inform you in case this article is back on stock.
    • Q: Where can I find the information about the sizes of the products?
      Next to the button "Choose size", you can find the Size Chart. Just try and click on it. If you are between two sizes, we recommend choosing the bigger size to generate an optimal wearing comfort.


    • Q: How is the fitting of Gaastra articles?
      The sizes of the products are geared to the European standards. Renowned Institutes generate these standard sizes through regular measurements. How the product fits to your body depends on different factors i.e. posture or figure. For making your decision as easy as possible we always try to optimize the ordering and returning process. Please notice the fitting explanations in the article descriptions.
    • Q: Where can I buy Gaastra offline?
      We do not have information about availability in offline stores regarding your desired article. An overview of offline stores who you might want to contact yourself can be found via our
      store-locator.
    • Q: Is there a minimum order value?
      Please note that we have a minimum order of EUR 20,- excluding shipping fees. Also in case of using a voucher the minimum order value remains EUR 20,- excluding shipping fees.
    • Q: Is there an order limit?
      Basically, we don’t have an order limit. We do, however, reserve the right to decline an order. If you have any questions, please contact us by writing an e-mail to:
      service@gaastraproshop.com.
    • Q: I did not receive an order confirmation, what to do?
      Please contact us and refer to the shipping address you used upon ordering.
      contact
    • Q: I want to change my placed order, is that possible?
      Please contact us as soon as possible and let us know what you would like us to do for you. We will do our utmost to service you correctly.
      contact
  • 2. Payment
    • Q: Which payment methods are available?
      You can choose between the following payment methods:

      1. Credit card (Worldwide)
      2. PayPal (Worldwide)
      3. iDEAL (The Netherlands)
      4. Sofortüberweisung (Germany, Austria)
      5. Invoice (The Netherlands) depending on creditworthiness
      6. DIRECTebanking (Belgium, Austria)
      7. Prepayment/Vorkasse (Austria, Belgium, Bulgaria, Saint Barthelemy, Canada, Switzerland, Czech Republic, Germany, Denmark, Spain, Finland, France, UK, Guernsey, Italy,
      Liechtenstein, Lithuania, Luxembourg, Latvia, Saint Martin, Martinique, Norway,
      New Zealand, Poland, Romania, Serbia, Russia, Sweden, Slovenia, Slovakia,
      Turkey, Ukraine, United States)

      Bankingdetails:
      Gaastra E-Store
      Bank: UniCredit Bank Hamburg
      Bank code: 20030000
      Account number: 606984078

      IBAN: DE94200300000606984078
      SWIFT/BIC: HYVEDEMM300

      If you choose Prepayment you have the possibilitty to pay by SEPAP (Single Euro Payments Area). If you pay by SEPA there will be only low bank charges.
    • Q: What is the CSV/CVV code?
      It is an important new Internet security feature that now appears on the back of most Visa/MasterCard and Discover cards, and on the front of American Express cards. This new code is a three or four-digit number which provides a cryptographic check of the information embossed on the card.
      The security code helps validate that the customer placing the online order actually has the credit card in his/her possession, and that the credit/debit card account is legitimate.


    • Q: When will you actually charge the order amount?
      For orders paid by Credit Card Gaastra E-Store will charge your card the day your order is shipped. For PayPal orders, your account will be charged on the date in which your order is placed. In any case you will only pay for the items that have actually been shipped.
    • Q: Do I have to pay extra taxes on my order?
      VAT tax has already been included in the product price, as shown on all pages of the website and in your Shopping Bag. There will be no extra duties charged on your order, except for Switzerland where customers are responsible for any duties that still might have to be paid upon importing our goods.
  • 3. Shipping
    • Q: What are the shipping fees being charged?
      Country Shipped by Delivery time Shipping fee
      France DHL 3-5 working days free
      UK DHL 3-5 working days EUR 5
      Belgium UPS 2-4 working days free
      Netherlands UPS 2-4 working days free
      Germany DHL 1-3 working days free
      Switzerland* DHL 2-5 working days free
      Austria UPS 2-4 working days free
      Rest of Europe* DHL/UPS 3-5 working days from EUR 7,50
      Rest of the world* DHL 5-20 working days from EUR 40

      *Shipments made outside of the European Union may be subject to import duties and taxes, which are levied once your package reaches the country of destination and are the responsibility of the recipient.
    • Q: How fast is the delivery of Gaastra E-Store?
      We try to deliver as fast as we possibly can. Within European Union we cover most countries within 3-5 working days.
    • Q: Can I get my order on a specific date?
      Unfortunately it is not possible for Gaastra E-Store to guaranty specific dates for your order. A delivery within Germany should require regularly 2-3 working days. You have the possibility to choose DHL-Express for your delivery against a surcharge of EUR 5,-. If you order your goods from Monday till Friday until 12 o' clock you will receive the package on the next day – even Saturday.
    • Q: What is a Tracking Number?
      It is a reference number that the courier associates with every shipment. You will find this number in the Shipping Confirmation e-mail. Always use it if you want to contact UPS or DHL directly or to track your order.
    • Q: Where can I track my order/return?
    • Q: What happens if there is no one there to accept the delivery?
      Depending on the delivery country you will be notified about the various options (pick up later at different location, another delivery attempt, or returned to our warehouse). Either way, please make sure you will have the parcel shipped to any address where the goods can be received.
  • 4. Returns
    • Q: How do I return?
      General information:
      You have, for a period of 14 days, the right to exchange or return the ordered articles. Please use this fair service with sense.
      Please Note:

      The item must be unworn, unwashed, not modified or damaged and repacked in its original packaging
      The identification tag must still be attached to the product with the disposable seal
      The products must be shipped back to us within 14 days from the date in which the order was delivered.

      Use the return form of the invoice, fill in the reason for returning and insert this return form into the package.
      Send your return with sufficient postage to the following address:
      fuljoyment AG
      c/o Gaastra E-Store
      Heinrich-Seidel-Str. 5
      19071 Brüsewitz
      Germany

      Please note that packages with insufficient postage will not be accepted.

      For returns from Germany, Belgium, Luxembourg and The Netherlands different possibilities and other conditions apply:

      Returning from Germany (free of charge):

      1. Use the return form of the invoice, fill in the reason for returning and insert this return form into the package
      2. You can hand in your parcel at any post office as well as every DHL "packstation". You can find the post offices via www.deutschepost.de/filialen

      Returning from Belgium (free of charge):

      1. Use the return form of the invoice, fill in the reason for returning and insert this return form into the package
      2. 2.Please call UPS in order to arrange for them to collect the parcel at the desired date, time and location.
        UPS Belgium N.V.
        Customer Service: 078-250-877

      Returning from Luxembourg (free of charge):

      1. Use the return form of the invoice, fill in the reason for returning and insert this return form into the package
      2. 2.Please call UPS in order to arrange for them to collect the parcel at the desired date, time and location.
        UPS Luxembourg S.A.
        Customer Service: 8002 2510

      Returning from The Netherlands (free of charge):

      1. Use the return form of the invoice, fill in the reason for returning and insert this return form into the package
      2. Please call UPS in order to arrange for them to collect the parcel at the desired date, time and location.
        UPS Nederland B.V.
        Customer Service: 0800-099-1300

    • Q: Where can I track my order/return?
    • Q: Can I exchange one product for another?
      You can exchange purchased articles, however only for either another size and/or a different colour. Please inform us about your wishes by means of completing the return form.
    • Q: Has my return been received?
      If we receive your return in our distribution centre, you will get a confirmation by e-mail. If you returned your package longer than a week ago and didn't receive a confirmation yet, please contact us.
    • Q: I returned my order correctly, when can I expect my refund?
      Credit or Debit Card: the time for the refund to show on your Card Statement will depend on the card Company's policies. Refunds made to your bank/PayPal account will show within 7 days after receipt of the return on the statement of your bank/paypal account.
  • 5. Contact
    • Q: How do I contact customer service?
      Customers can contact us either via our contactform.
    • Q: How can I get in contact with the Gaastra E-Store management?
      Please contact us via our contactform.
  • 6. Others
    • Q: How can I subscribe or unsubscribe from the Newsletter?
      Please visit the following link Newsletter Subscription.
    • Q: Where can I find the general terms and conditions?
      Please visit the following link T&C.
    • Q: Gaastra imitations
      Being a successful brand means being copied. Beware of cheap imitation Gaastra products offered on Internet, for example on auction sites. If you think you have seen a counterfeit Gaastra item, or if you see our products somewhere other than one of our stores, please inform our customer service department at trademark.alert@gaastra.eu.
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