Payment
What are the payment options?
Pre-payment
PayPal
Credit cards (Visa, MasterCard, American Express, Discover)
SEPA direct debit
Can I pay in instalments?
It is not possible at present to pay in instalments.
Can I subsequently change invoice details (e.g. method of payment)?
It is not possible at present to subsequently change details.
Credit card payment– What does 3D-Secure mean?
In addition to your name, credit card number, validity date and verification code you are also requested to provide a security code, depending on the credit card provider, as applicable. This 3D Secure-Code is intended to reduce the risk of fraud. Visa's service is called "Verified by Visa", MasterCard's "MasterCard SecureCode" and American Express calls their service "SafeKey". To pay using 3D Secure you are forwarded to your card issuer's website during the payment procedure to confirm your identity. Depending on which institute has issued your credit card, the authentication procedure differs and may for example be conducted using a password or a security question. The code is not saved or noted on the card itself; it should not be confused with the verification code on the rear of the credit card. Only when the authentication has been successful, will the credit card payment be made.
When do I receive my order confirmation?
Following successful ordering we will send you an order confirmation. After we have processed your order we will send you a binding order confirmation via email.
When do I receive my invoice?
You receive your invoice by post after the products have been delivered.
Do the delivery address and the invoice address have to be identical?
The delivery address can differ from the invoice address for all methods of payment. However, both addresses have to be located in the same country.
Delivery
How high are the delivery costs?
The amount of the delivery costs depends on the size and the value of the products.
It is shown in the order summary and in the order confirmation.
Can I also collect my products myself?
You are very welcome to collect your furniture at our base in Aschau. Please contact us shortly before your order is complete on info@moormann.de or 08052/90450
How and where do you deliver?
Depending on the size of the delivery we shall dispatch via DHL, UPS or our shipping partner Rhenus. We determine the respective method of dispatch and note it on the order confirmation. We only deliver within Germany and Austria.
How do I find out the dispatch date?
After we have processed your order, you get an order confirmation via email. This contains the dispatch method and dispatch date for your order. If you choose the pre-payment method you receive an email with the dispatch date after payment has been received. If you do not receive an order confirmation contact us on info@moormann.de.
When is the delivery date?
The exact date of your furniture delivery depends on the respective method of dispatch. DHL and UPS packages are generally delivered within approx. 10 working days following receipt of payment. The dispatch date is sent via email prior to delivery.
The Rhenus shipping company generally delivers 10 to 15 days following receipt of payment. Rhenus contacts you 1 to 2 days prior to delivery by phone on the number provided to arrange the delivery date. Rhenus can plan the delivery time to the day exactly. Please allow for a generous timeframe considering the respective volume of traffic.
Can I trace the delivery?
Your dispatch confirmation includes a link to trace the delivery, with which you can view the current status of your delivery at any time.
What do I need to know about the delivery and assembly?
In the case of all dispatch methods in our online shop the products are only delivered “free kerb” – removal to the place of use, assembly and disposal of packaging material or dispatch pallets are not included and you are responsible for these.
Can I book an assembly service?
It is possible to forward the shopping cart to a Moormann retailer near you and have them process the delivery or assembly. Ordering is then processed by the retailer
Can I also receive a delivery on Saturday?
In the case of orders from our web shop, deliveries can only be made from Monday to Friday at the usual office hours. Saturday delivery is not possible.
What happens if I am not at home when the delivery arrives?
In the case of absence at the time of delivery the products can be delivered to neighbours. DHL packages are stored at your local post office for collection within a week.
Can the delivery date be postponed?
We do everything to ensure that your order arrives as speedily and on time as possible. In some cases unscheduled delays may occur as we and our shipping agents have no influence on events: such as incidents caused by weather conditions and traffic. Therefore we cannot accept liability for rescheduling of delivery.
Will my order be dispatched in one delivery?
In general we try to deliver all articles ordered together. If one article takes longer to deliver, we will contact you.
Returns
How and within which time period can I return a product?
You have a 14-day revocation deadline for products you have ordered from our online shop. Please contact us on info@moormann.de or +49 8052/90450, so we can organise the return transport. You can find more information under right of revocation.
How and until when can I cancel my order?
It is possible to cancel your order at any time until the order confirmation has been received. The cancellation of your order always has to be made in writing. Please contact us for this on info@moormann.de
What do I do if my order is delivered incomplete or damaged?
If, contrary to expectations, there is something not right with your products and there is reason for complaint, we will clarify and eliminate the issue immediately. Contact us on service@moormann.de or by telephone on +49 8052/90450.
What do I do if I have received the wrong products?
If you have the impression that you have received the wrong products or the wrong model of your article, please initially check your order confirmation and the article illustration in our online shop. Contact us on service@moormann.de or by telephone on +49 8052/90450.
How long does it take to process my return?
The refund is made after the returned products have been received and is paid onto the same account from which the payment has been made.
How long do I have a guarantee on a product?
The legal guarantee for your article is 2 years. If you have received products with obvious shortcomings, please inform us of these immediately on delivery.