FAQ

FAQ – Frequently Asked Questions

Frequently Asked Questions – Below you will find information you need to make your online purchase as pleasant and easy as possible. We would like to provide you with answers to frequently asked questions about our BRAUN Hamburg Online Shop to ensure easy and straightforward navigation in our online store.

For special questions, whether concerning the fit, the selection of key pieces of the current season or special requests, we will of course try to find an individual solution for you.

We are always glad to assist you regarding any questions or suggestions. Please simply send us an email to our customer service or give us a call. Our Online Team is available Mondays through Fridays between 8 am and 7 pm CET and will be happy to answer all your questions on every feature of our online store. We look forward to hearing from you!


Order process

How do I purchase items at the BRAUN Hamburg Online Shop?

Shopping at braun-hamburg.com is easy: Do you know exactly which product you are looking for? If you move the mouse over the upper navigation bar, a navigation menu opens up for each main category, and you can select your desired product category from all merchandise groups in the area of menswear, shoes, accessories or also inspirations. With just one click on the link, you'll go directly to your desired category. Narrow your selection as needed, according to your favourite designer, colour, size, or other filter criteria.

Are you looking for particular designer or your favourite brand? Select directly from our list of designers from A as in Adriano Goldschmied to Z as in ZZegna and view all desired products at a glance. Via the search field in the upper part of the page, you can also search directly for particular items and designers.

Once you have found your desired product, select your size and use the "ADD TO SHOPPING CART" button.

After adding all products to your virtual shopping bag, you can review these items again by clicking on "SHOPPING CART" in the upper part of the page. Here you can either remove the products you don't want or edit the desired quantity.

Click on "GO TO CHECKOUT" to continue your purchase in our shop. Now follow these 4 ordering steps:

  1. Login: Log in as a registered customer with an existing customer account using your email address and your password. Are you ordering from us for the first time? You can submit your order with or without registration. Just click on "CONTINUE WITHOUT LOGIN" and follow the next steps. Once you have completed your order, you have the option of creating a customer account.
  2. Address: Select a billing address, if one has already been saved, or enter your billing address and, if required, an additional delivery address. Now click on "CONTINUE TO SHIPPING OPTIONS".
  3. Shipping: Please select your preferred shipping type. Please note that shipping to a Packstation is only possible via DHL Paket. Now click on "CONTINUE TO PAYMENT".
  4. Payment: Select your preferred payment method. You can choose between purchase against invoice (only possible within Germany, for an identical billing and delivery address, as well as shipping via UPS or DHL Paket), SOFORT Überweisung (instant funds transfer), PayPal or credit card (MasterCard, VISA, American Express). Now click on "CONTINUE TO ORDER OVERVIEW".
  5. Order overview: Here you have the opportunity to review your entire order again. By clicking on "Edit", you can make last corrections not only to your address details but also to the previously selected payment method and delivery type. Complete your purchase by clicking on "COMPLETE PURCHASE". By doing so, you are accepting our T&Cs and our privacy and cancellation policy.

Do I have to create a customer account with you to complete an order?

No, it is not required that you register with us. You can also complete your order as a "Guest". But you can also easily create a customer account when ordering and benefit from the advantages of a customer account with BRAUN Hamburg.

  • Simple login with your personal password during your next order without having to re-enter your details
  • Tracking current orders and their status
  • Order history: overview of past orders
  • Option of storing several shipping addresses
  • Option of easy reordering of a past order with one click (availability provided)
  • Subscribing and unsubscribing to our newsletter
  • Creating a wish list

I have lost my password. What can I do?

If you have forgotten your password, you can simply request a new password here or follow the link "Forgotten your password?" under login. You will receive an email with a link for renewing your password and can immediately change it in your customer account.

How do I know whether a product is in stock?

All products displayed in the online store are in stock and deliverable immediately, with the exception of the sold-out sizes. These are marked on the product page as sold-out and cannot be placed in the shopping cart. In certain instances, sold-out sizes may be available again at a later date. Please contact our customer service for more information.

Please note: Even if you have already placed a product in the shopping cart, this product may be purchased by another customer during your shopping tour before you have completed your purchase.

Can I change or cancel an existing order?

Please contact our Customer Service team directly via email or phone to change or cancel an order already placed. We will gladly try to change your order according to your wishes as long as it has not already been processed. In case you wish to change the shipping address, we can try to reroute the order as long as it has not already been delivered. If you would like to add products to an existing order, please also contact our Customer Service department, as long as the subsequent order is still placed on the same day, or immediately place a new order with the desired products.

Which payment methods are accepted?

You can place orders in our online store against invoice, SOFORT Überweisung (instant funds transfer), PayPal or credit card (VISA, MasterCard, AMEX). For payment via credit card, your card will not be debited until the day of shipment.
You can find additional information on payment methods here >> .

How do I receive a promotion code?

Simply subscribe to our Newsletter >> and you will regularly receive BRAUN HAMBURG NEWS with information on latest trends, designers and special promotions. A promotion code is listed in the newsletter for promotions. This may be an exclusive VIP code for a pre-sale promotion or a pre-shopping event, for example.


Payment methods

How can I pay at BRAUN Hamburg?

You may pay your order with braun-hamburg.com by purchase against invoice, instant funds transfer, PayPal and credit card (VISA, MasterCard, AMEX).

Consumers from the Netherlands may also pay with iDEAL.

What is the payment procedure for purchase against invoice?

As we make advance deliveries in case of purchase against invoice, you authorise us to transmit your details for the purpose of a credit scoring/check to Creditreform Boniversum GmbH, Hellersbergstr. 11, 41460 Neuss, Germany. Based on the result of the address and credit check, BRAUN Hamburg reserves the right to refuse a purchase against invoice.

  1. Customers with an identical billing and shipping address in Germany can conveniently order via purchase against invoice. This payment method does not allow shipping to a Packstation, via DHL Express or express courier.
  2. For the purposes of the credit scoring/check, Creditreform Boniversum GmbH, Hellersbergstr. 11, 41460 Neuss, Germany, will send us the address and credit details stored in their database under your name, including derived score values based on mathematical-statistical methods, to the extent that we have credibly demonstrated our legitimate interest.
  3. BRAUN Hamburg provides payment terms of 14 days after receipt of merchandise. Any bank transfer fees are to be borne by the purchaser. In case you have already returned individual items from an invoice, the listed invoiced amount can be reduced by the price of the returned items.

Braun Hamburg GmbH & Co. KG
Commerzbank
Sort code: 200 400 00
Account number: 24 77 420
SWIFT/BIC: COBADEFFXXX
IBAN: DE 78 2004 0000 0247 7420 00

What is the payment procedure for SOFORT Überweisung (instant funds transfer)?

Instant funds transfer is the direct transfer procedure of Payment Network AG and a TÜV-certified online payment system for secure processing of your online purchases. It enables a quick purchase and is considered one of the most secure methods of online payment. A registration is not required – you can pay easily and securely with your online banking details.

Please note: After completing your order, you are immediately forwarded to sofortueberweisung.de, to complete payment with your online banking account. Please remember to have your PIN and TAN ready. In case you have already been redirected to the sofortueberweisung.de page, and you would like to change your payment method again for your order, click on "Cancel" and you will be directed back to our payment page in the online shop. Braun Hamburg will receive a real-time confirmation upon completion of the instant funds transfer and can ship the ordered merchandise immediately. This method of payment meets the high security standards of online banking and offers TÜV-certified data protection.

  1. Choose SOFORT Überweisung (instant funds transfer) as payment method.
  2. Complete your order. You will be forwarded to a secure SOFORT Überweisung (instant funds transfer) payment form.
  3. Log in with your online banking details (access details/PIN) as usual. Only data relevant for processing your payment will be stored. Your PIN and TAN will not be stored.
  4. Confirm the order with a TAN.

Payment procedure via PayPal?

You can pay on our website securely and easily via PayPal. PayPal accepts payments up to a purchase price of max. EUR 8,000.

  1. Select PayPal in the 'Payment' order step.
  2. In the next step, you are automatically forwarded to PayPal for payment.
  3. If you are already a PayPal customer, you can log in there with your user details and confirm the payment.
  4. If you do not have a PayPal account yet, you can open up a PayPal account and then confirm payment. Please note that your order is not complete until payment has been confirmed with PayPal.
  5. Complete your order with us by clicking on "COMPLETE PURCHASE" in the final step.
  6. The merchandise will be prepared for shipment and dispatched on the day of payment confirmation by PayPal or on the following workday at the latest. We generally receive payment within a few minutes of conclusion of contract.

Please note: Credit notes from returns are always credited to the PayPal account used for the purchase. You can individually decide and specify in PayPal whether you would like to further use the credit to your PayPal account directly for PayPal or transfer it back to your bank account or credit card account. We do not have any influence on this.

What is the payment procedure for credit card payments?

  1. First, you enter your credit card details in our SSL secured payment form. SSL (Secure Socket Layer) is an asymmetrical encryption method on the internet that protects your credit card details against hacking and manipulation during transmission.
  2. Please note: The card holder's name has to be entered exactly as stated on the credit card. Please use only letters (a-z or A-Z) without special characters, numbers (0-9) or spaces in this field.
  3. After successful credit card verification by the credit card provider, the invoice amount is initially authorised, i.e. reserved on your credit card, but not yet debited.
  4. Your order will be processed within the delivery period stated under § 6.
  5. The amount due will be debited upon shipment of the merchandise.

Credit notes: Credit notes from returns are credited back to your credit card.

We accept the following credit cards:
Visa
MasterCard
American Express

Additional security when paying with Visa, MasterCard or American Express

The system verifies whether the credit card participates in the 3-D Secure programmes Verified by Visa, MasterCard SecureCode or American Express SafeKey. They involve encryption and security procedures especially developed for these credit cards. If a credit card holder is registered in the 3-D Secure procedure through one of the registration methods, once the order has been completed, an additional query dialogue opens up which is directly linked to your bank and requests that you additionally enter a "secure code" (a password you have chosen or a dynamic password, which you will receive via SMS on your mobile phone after having entered your credit card information). The transaction is only completed using the correct password. If you are not registered, but your card-issuing bank supports the procedure, you will be requested to create the 3-D Secure password. If your credit card or your card-issuing bank is not registered for any of these procedures, the payment is processed without further authentication. For more information on the credit card security procedure, please refer to
Verified by Visa
MasterCard SecureCode
American Express SafeKey

The buyer is not allowed a lien or a right to refuse performance in commercial transactions – with the exception of uncontested or legally final counter-claims.

What is American Express SafeKey?

American Express SafeKey is a 3-D Secure programme, confirming the identity of the cardholder through an additional password.

For you as a customer SafeKey is easy and convenient. If American Express already has the contact data of the cardholder (email and / or mobile phone), the cardholder is automatically registered for Safekey and a 'one time password' will be sent by email and / or sent via SMS to the cardholder.

If this information is not available, or should a cardholder wish to update his contact information, security questions have to be answered before the information can be adapted: < br > E.g. 4DBC (card check digit), date of birth, the last 4 digits of the postal code.

As soon as this has been done, the payment process can be continued and the one time password will be sent. The password must be used within 10 minutes in the payment process. After 10 minutes, a new one time password has to be requested.

Is my payment by credit card at BRAUN Hamburg secure?

Your security for all online activities in our shop is very important to us. That is why we use the latest SSL encryption technologies to securely transmit your personal and credit card information via our systems. We also do not store your credit card information!

All payment information relevant to data privacy protection (such as credit card number, expiration date and security number) is encrypted and transmitted directly to the respective payment service provider, and will not be saved by us.
As a registered customer, you will be able to select the option „Save payment data“ during the order process. Thus, sensitive credit card data will be stored securely and easily via a so-called “alias” (token) in your customer account for later purchases.
In “My customer account” under “My payment data” you can update as well as delete stored information. If you do not wish to store your credit card information in your account, you will be able to enter this information again with every order.

Should you prefer to submit your order by phone, please do not hesitate to contact us at any time. We're looking forward to your call!

What is the payment procedure for iDEAL (Netherlands)?

iDEAL is a method of payment that enables consumers to pay online through their own bank in the Netherlands. A registration is not necessary. Paying with iDEAL, the consumer uses online banking from one of the participating banks. These are e.g. ABN AMRO, ASN Bank, Friesland Bank, ING, Knab, Rabobank, RegioBank, SNS Bank, Triodos Bank oder Van Lanschot Bankiers.

  1. Select iDEAL as payment method.
  2. Select your bank.
  3. Once the order has been completed, you are forwarded to the online banking offered by your bank.
  4. After login, your payment details are already completed, please approve payment.
  5. The bank immediately displays a payment confirmation.
  6. You return to our online store, order and payment have succeeded.

Shipping

To which countries does BRAUN Hamburg currently ship merchandise?

In our online store, you can currently indicate a shipping address in the following countries.

Germany
Austria
Belgium
Czech Republic
Denmark
Estonia
Finland
France
Ireland
Italy
Luxembourg
The Netherlands
Poland
Portugal
Sweden
Slovakia
Slovenia
Spain
United Kingdom
Norway
Switzerland
United States

Should your shipping address be located in one of the following areas, shipping by our logistics partner is unfortunately not possible. In this case, we would like to ask you to check whether a delivery to an alternative address within the Braun Hamburg delivery area is an option:
Alaska, American Samoa, Federated States Of Micronesia, Guam, Hawaii, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, Virgin Islands, Armed Forces Africa / Americas / Canada / Europe / Middle East / Pacific (Army Zones)

Your country is not listed? Please do not hesitate to contact us by email or phone, and we can jointly work out a solution for you.

Which service provider handles transport of the merchandise?

BRAUN Hamburg ships its products within Germany via UPS Standard, DHL Paket or DHL Express, along with courier service within the city limits of Hamburg. The transport risk lies with the shipper. Please note that Saturday delivery is not possible with when choosing UPS as shipping type. When selecting a Packstation as your delivery address, only DHL Paket is available for shipping.

For shipments to all other countries, delivery is made exclusively via UPS. For shipments to Non-EU-countries with an order value higher than 1.000€ (excl. VAT, excl. shipping costs), shipment will be executed by a forwarding company.

How long are the delivery times?

The delivery times are dependent upon the delivery country and the selected shipping type. The merchandise will be ready for shipment no later than on the following workday of your order. Unless otherwise agreed with you, delivery occurs from the warehouse within 1-5 working days to the delivery address you have specified, depending upon the selection of the shipping type and the point of delivery. Possible impediments, however, may cause delays of up to seven days. Please refer to the following table for additional information:

Point of delivery Shipping type Shipping costs** Delivery times
Germany UPS Standard EUR 0.00 1-2 working days
Germany DHL Paket EUR 0.00 2-5 working days
Germany DHL Express EUR 10.00 1 working day*
Hamburg*** Express courier EUR 15.00 max. 3 hours
In-Store Hamburg**** Pick up 0,00 EUR 1-2 working days
Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Ireland, Italy, Luxembourg, The Netherlands, Poland, Portugal, Sweden, Slovakia, Slovenia, Spain and United Kingdom UPS EUR 15.00 2-4 working days
Switzerland and Norway UPS Express Saver EUR 25.00 2-4 working days
United States UPS Express Saver EUR 45.00 2-4 working days

* Orders received by 2 pm CET from Monday to Friday (except for public holidays) are delivered by 12 noon on the next working day.

** For shipping costs with a point of delivery in Germany (domestic) and the EU, the cost of shipping includes VAT. The shipping costs for a point of delivery outside the EU (Switzerland, Norway, United States) does not include VAT.

*** Express courier: Courier delivery is only possible in the city limits of Hamburg and for payment by credit card or SOFORT Überweisung (instant funds transfer). Same day delivery for orders received by 4 pm CET from Monday to Friday (except for public holidays).

**** Pick up in-store - Click & Collect: A pickup in our stores Mönckebergstraße or Kaisergalerie is possible if paying by credit card, PayPal or SOFORT Überweisung. During pick up, a valid photo ID with the name and surname of the customer is required for verification purposes.

For partial shipments, shipping costs are of course charged only once.

Can I specify a Packstation as a shipping address in the online store?

For delivery within Germany, you can specify the option "Delivery to Packstation" as shipping address. Please note that delivery can only be made via DHL Paket. Here as well, delivery is of course free of charge. Please note: When specifying a Packstation as a delivery address, shipping is only possible per DHL and within Germany.

What shipping costs are involved?

The shipping costs for your order are based on the selected point of delivery and can be referred to in the following table:

Point of delivery Shipping type Shipping costs** Delivery times
Germany UPS Standard EUR 0.00 1-2 working days
Germany DHL Paket EUR 0.00 2-5 working days
Germany DHL Express EUR 10.00 1 working day*
Hamburg*** Express courier EUR 15.00 max. 3 hours
In-Store Hamburg**** Pick up 0,00 EUR 1-2 working days
Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Ireland, Italy, Luxembourg, The Netherlands, Poland, Portugal, Sweden, Slovakia, Slovenia, Spain and United Kingdom UPS EUR 15.00 2-4 working days
Switzerland and Norway UPS Express Saver EUR 25.00 2-4 working days
United States UPS Express Saver EUR 45.00 2-4 working days

* Orders received by 3 pm CET from Monday to Friday (except for public holidays) are delivered by 12 noon on the next working day.

** For shipping costs with a point of delivery in Germany (domestic) and the EU, the cost of shipping includes VAT. The shipping costs for a point of delivery in Switzerland (outside the EU) does not include VAT.

*** Express courier: Courier delivery is only possible in the city limits of Hamburg and for payment by credit card or SOFORT Überweisung (instant funds transfer). Same day delivery for orders received by 4 pm CET from Monday to Friday (except for public holidays).

**** Pick up in-store - Click & Collect: A pickup in our stores Mönckebergstraße or Kaisergalerie is possible if paying by credit card, PayPal or SOFORT Überweisung. During pick up, a valid photo ID with the name and surname of the customer is required for verification purposes.

For partial shipments, shipping costs are of course charged only once.

Can I track the status of my order?

  • Shipping via UPS: As soon as your shipment has been dispatched, you will automatically receive an email to the email address you have specified as a shipping confirmation. This shipping confirmation will contain a link to direct delivery tracking via UPS.
    Check UPS status of shipment >
  • Shipping via DHL: As soon as your shipment has been dispatched, you will automatically receive an email to the email address you have specified as a shipping confirmation. Furthermore, you will receive an email from DHL containing a direct delivery tracking link.
    Check DHL status of shipment >
  • Shipping via DHL Express or express courier: If you have requested delivery via DHL Express or via express courier, we would be happy to provide you with information on the status of your shipment by phone. You can reach us on weekdays from Monday – Friday between 8 am and 7 pm CET by contacting the Customer Service Hotline +49 (0)40 33 44 71 33.
    Check DHL Express status of shipment >

Are merchandise orders also dispatched and delivered on weekends and public holidays?

As a general rule, orders are not dispatched or delivered on weekends and public holidays. However, we place a high priority in fulfilling your every wish, and we kindly ask you to contact us on phone +49 (0)40 33 44 71 33, so that our Customer Service Team can attend to your individual case.

I live in Hamburg, can you deliver my order on the same day?

If you live in the city limits of Hamburg, you can submit your order with express courier as shipping type. The flat fee for this service is EUR 15.00. For immediate payment, i.e. for payment by credit card or instant funds transfer, your order will be delivered to the specified delivery address within three hours, if we receive it by 4 pm CET from Monday to Friday (except for public holidays).

How is my merchandise shipped?

We ship our merchandise exclusively in high-quality boxes that are lined with tissue paper to protect the merchandise. You'll receive your merchandise the way it would have been handed over to you in the store: without any annoying outer packaging or tags. Shoes are of course shipped to you in the manufacturer's original box. Should you prefer shipping to include a garment bag and hangers, please do not hesitate to contact our Customer Service Team.

Why do I receive my ordered products without tags and labels?

Some of our customers are astonished that we ship our products without tags and labels of the brands. We would like to inform you that the philosophy of our fashion store is to remove all labels to ensure a standardised merchandise presentation. It has also been our experience that many customers enjoy not having to spend time removing the tags. If you have any questions in this regard, please do not hesitate to contact us at any time:


Customs duties and taxes

What kind of customs duties and taxes incur within the European Union?

No additional taxes or customs duties are charged for articles that are shipped within the European Union. The articles’ prices and shipping costs include VAT and are thus listed as gross prices.

Will I receive a refund on German VAT for an order from a non-EU country?

If you place an order with us from a non-EU country and the merchandise is also to be shipped to that country, you only pay the net prices to braun-hamburg.com, i.e. the sales prices exclusive of 19% VAT. After indicating your country of delivery, the prices are displayed to you exclusive of German VAT during the shopping process. Please note that in case of a return it is not the responsibility of Braun Hamburg to refund any additional incurring costs such as customs duties or import sales taxes. However, you may obtain a refund from your local authorities. Please note that you have to provide proof of export (e. g. bill of sale or airway bill) and proof of payment of duties and taxes.

How can I obtain a Tax Free Form if my place of residence is outside the EU and my shipping address is in Germany?

Please get in touch with our customer service by email at customerservice@braun-hamburg.com, via our contact form or by telephone at +49 (0)40 – 33 44 71 33.
We will be happy to include your original proof of purchase together with the Tax Free Form in your parcel.
Please note that the VAT refund with the Tax Free form is only applicable to customers resident outside the EU and that it is non-transferable. Refunds are only possible at recognised Global Blue refund offices upon presentation of the original proof of purchase and the Tax Free form.

Am I required to pay any applicable customs duties and import sales tax in a non-EU country?

Yes, if delivery is made to a non-EU country, you may have to pay additional customs, taxes or fees (such as a commisson for the provision of funds imbursed by the respective carrier), not to Braun Hamburg, but rather to the relevant local customs and fiscal authorities. We recommend that you consult the customs and fiscal authorities about the details prior to placing an order. We can neither influence nor predict the amount of customs duties and fees to be borne by the purchaser. Please consult your local customs office for further details. Please also note that we cannot reimburse these costs in case of merchandise returns.


Returns and exchanges

How much time do I have to exercise my right of return?

As a general rule, you have 14 days after receipt of the merchandise to try it on and, in case it does not appeal to you, to return or exchange it for another size. We want you to be satisfied with your choice and feel comfortable with it. If you are unsure as to the colours, size or fit, we would be delighted to hear from you and we will try to assist you as best we can.

I would like to exchange an item, what do I need to do?

Please enter the desired size on the return form of the shipment, so that we can exchange the size immediately upon arrival of your parcel. If you inform us in advance of your wish to exchange goods, we will gladly make a reservation for you, as long as the desired size is still in stock. For this purpose, please call us on +49 (0)40 33 44 71 33 or send us an email to customerservice@braun-hamburg.com.

What is the procedure for returning merchandise to BRAUN Hamburg?

Please complete the enclosed return form accompanying the shipment, and repack the merchandise in a box. You may gladly use the BRAUN Hamburg box from your shipment, as long as it is not severely damaged. Please note that shoe boxes are an integral part of our exclusive designer products and should not be used for shipping packaging.
We would like to ask you to use the pre-paid return shipping label from UPS or DHL according to the previously selected shipping type. In this case, BRAUN Hamburg will pay the shipping costs of the return shipment.
We will reimburse you for the purchase price you have already paid immediately upon receiving the return shipment. You will receive the reimbursement amount, depending upon the payment method, in the form of a credit to your account (prepayment or SOFORT Überweisung (instant funds transfer)) or to your credit card account (credit card). Please note that shipping costs will not be reimbursed.
For questions or additional information on the return procedure, please do not hesitate to contact our Customer Service Team:

Phone: +49 (0)40 – 33 44 71 33
Fax: +49 (0)40 – 33 44 71 03
Email: customerservice@braun-hamburg.com
You may refer to the complete cancellation information with exact details as to the beginning of the cancellation period and the consequences of contract cancellation in our CANCELLATION POLICY >.

Please also note that an exchange may only be made for the same item in a different size, as long as it is available.

1. The returns must be shipped back to us in a UPS or DHL parcel. Please use the UPS or DHL return shipping label/waybill included in the parcel for this purpose. In this case, Braun Hamburg GmbH & Co. KG will pay the shipping costs of the return shipment. Please also complete the return and exchange form and include it in the return shipment.

2. Depending upon the selected shipping type, the UPS or DHL return pick-up service is available free of charge.

2.1. Shipping via DHL Paket: For orders within Germany sent via DHL Paket, you can simply drop off your package at your nearest post office or at a Packstation. Should you desire pick-up, please call us and we will arrange a pick-up time with you.

2.2. Shipping via UPS Standard:For pick-up of the returns via UPS, please contact UPS on the following service number (for Germany): +49 (0)1805 882 663. Complete the UPS waybill and hand it over to the UPS driver together with the parcel.

2.3. Shipping via DHL Express:For pick-up of returns via DHL Express courier service, please contact DHL Express on the following service number (for Germany): + 49 (0)1805 345 3001, indicating our Express customer number 50727688747201. Please hand over the completed DHL Express waybill to the DHL driver along with the parcel.

2.4. Shipping via courier service:We will include a DHL return label in your parcel. With this document, you can simply drop off your package at your nearest post office.

If the above-mentioned conditions are observed, the return shipping is carried out at our expense and risk. Braun Hamburg GmbH & Co. KG is not responsible for items not sent back in the manner described above.

How is my money refunded and how long does the refund take?

We will reimburse you for the purchase price you have already paid immediately upon receiving the return shipment and after the obligatory incoming inspection of the merchandise.

You will receive the reimbursement amount, depending upon the payment method, in the form of a credit to your account (prepayment or SOFORT Überweisung (instant funds transfer)) or to your credit card account (credit card). We hope you appreciate the fact that we cannot transfer funds back to other accounts or credit cards for security reasons. Wherever possible, the refund amount will be credited on the same day, no later, however, than the next working day. Please note that in case different banks are involved, this may lead to time delays in bank transfers.

Can I return or exchange reduced items?

Of course you can also return reduced merchandise within the statutory return period or send it back to us without the need to state any reason. The amount of the ordered item will be credited according to your method of payment.

Do I have the right to return personalised products??

According to statutory regulations, the cancellation right does not apply in case of contracts for delivery of merchandise of which the production requires an individual selection or specification by the consumer or which is clearly tailored to the individual requirements of the consumer.

Thus, personalised products, for which you have chosen our Monogram service, are not returnable.

How to handle return shipments from non-EU countries (reimbursement of customs duties/taxes)?

You will receive an invoice inside the packet as well as the commercial invoice on the outside of the packet.
In the case of a return shipment, please hand over the packet – including the return label and the commercial invoice attached to the outside) – to UPS, or take it to a UPS Access Point near you.
The invoice serves as documentation for the customer; the commercial invoice is for the purpose of return shipments.

Procedure for partial returns to receive a reimbursement for paid customs duties/taxes for goods that are not kept:

  • On the invoice, cross out any item that you will keep.
  • Amounts can changed by hand as well.
  • On the invoice, state „RÜCKWARE“ or „RETURN GOODS“.


Your customer account

Do I have to create a customer account with you to complete an order?

No, it is not required that you register with us. You can also complete your order as a "Guest". But you can also easily create a customer account when ordering and benefit from the advantages of a customer account with BRAUN HAMBURG. All you need to do is enter your personal password.

The advantages of a customer account at a glance:

  • Simple login with your personal password during your next order without having to re-enter your details
  • Tracking current orders and their status
  • Order history: overview of past orders
  • Option of storing several shipping addresses
  • Option of easy reordering of a past order with one click (availability provided)
  • Subscribing and unsubscribing to our newsletter
  • Creating a wish list

I have lost my password. What can I do?

If you have forgotten your password, you can simply request a new password here or follow the link "Forgotten your password?" under login. You will receive an email with a link for renewing your password and can immediately change it in your customer account.


Products offered

How can I be sure that the available products are in fact original merchandise?

As a traditional company with a distinctive international reputation, we can assure you that we only sell original merchandise in our Hamburg stores and in our online shop. We are authorised online dealers for all designer merchandise that we offer and guarantee you 100% authenticity of each item of clothing.

Why do I receive my ordered products without tags and labels?

Some of our customers are astonished that we ship our products without tags and labels of the brands. We would like to inform you that the philosophy of our fashion store is to remove all labels to ensure a standardised merchandise presentation. It has also been our experience that many customers enjoy not having to spend time removing the tags. If you have any questions in this regard, please do not hesitate to contact us at any time:

Are there seasonal SALE phases at BRAUN Hamburg?

Like brick-and-mortar stores, the BRAUN Hamburg Online Shop also offers seasonal sales (summer and winter sale).

As soon as we are in a sale phase, the relevant sale category is displayed directly in the main menu bar, but it can also be found in the respective subcategories on fashion, shoes and accessories. Please note that BRAUN Hamburg cannot guarantee equivalent sale prices in the online shop compared to local stores as soon as these are reduced, even though they are generally identical.

Especially with respect to the exclusivity and limited quantities of our products, we also cannot guarantee that all the items will be available for online sale at the end of the season.

Do I have the right to return personalised products??

According to statutory regulations, the cancellation right does not apply in case of contracts for delivery of merchandise of which the production requires an individual selection or specification by the consumer or which is clearly tailored to the individual requirements of the consumer.

Thus, personalised products, for which you have chosen our Monogram service, are not returnable.


Newsletter

How can I subscribe to BRAUN HAMBURG NEWS?

You can request our newsletter under BRAUN HAMBURG NEWS >> , in order to stay informed about all the latest topics, trends and new arrivals in our online store. For promotions and seasonal SALES, you will already receive exclusive information and your personal invitation prior to the promotion launch.

All you need to do is provide your email address for registration.

Of course you can cancel the newsletter at any time by clicking on the link in the newsletter, via email or by calling our Customer Service department.

How can I unsubscribe from BRAUN HAMBURG NEWS?

Of course you can cancel the newsletter at any time by clicking on the link in the newsletter, via email or by calling our Customer Service department. In case you have any problems unsubscribing from our newsletter, please contact our Customer Service team at any time.

Contact

BRAUN Hamburg
Mönckebergstr. 17
20095 Hamburg, Germany

Phone: +49 (0)40 – 33 33 44 70
Fax: +49 (0)40 – 33 44 71 03

BRAUN HAMBURG HOTLINE

+49 (0)40 – 33 44 71 33

Mon – Fri from 8 am to 7 pm CET
Sat from 10 am to 8 pm CET

EMAIL US AT

customerservice@braun-hamburg.com