Shipping policy
PAYMENT METHODS AND TERMS
We generally accept advance payment by bank transfer, credit card, PayPal, SOFORT bank transfer and Giropay. A payment is considered received only when the funds are at our disposal. We do not accept money orders, cheques or bills of exchange. Our invoices are payable immediately and without deductions. Payment is considered completed only when the amount is at our disposal.
The customer is in default if payment has not been made within fourteen days of the due date and receipt of an invoice or equivalent payment statement, provided that the invoice or statement notified the customer of this consequence. In the event of default, we may charge consumers interest at the statutory rate.
If your payment is overdue, we reserve the right to send chargeable reminders and to invoice reminder fees after issuing a payment reminder. We expressly reserve the right to claim further reminder costs. After two unsuccessful reminders, the receivable will be passed to a debt collection agency for further recovery, without any claims arising for the customer.
The goods remain our property until payment has been made in full.
We offer the following payment methods:
PayPal Plus
If you select PayPal Plus, you can use various payment methods provided by PayPal. Log in to PayPal as usual with your email address and password and confirm the payment. PayPal lets you pay simply and securely, without additional fees or having to re-enter your bank details each time. Your PayPal account is debited directly for the invoice amount, and you receive confirmation by email. Your order is covered by PayPal Buyer Protection.
With PayPal Plus, customers can pay by credit card (VISA/MasterCard), direct debit or invoice, even without a PayPal account. After you click the purchase button, the system sends your details (first name, surname, order and purchase price) to the PayPal payment page using an encrypted protocol.
Credit card (VISA/MasterCard)
If you select credit card payment, you do not need to be registered with PayPal to pay the invoice. Immediately after you confirm the payment instruction and verify that you are the lawful cardholder, your credit card company processes the transaction at PayPal’s request and charges your card.
Direct debit
If you select direct debit, you do not need to be registered with PayPal to pay the invoice. By confirming the payment instruction, you grant PayPal a direct debit mandate. PayPal informs you of the debit date in advance (pre-notification). Immediately after confirmation, PayPal submits the mandate and instructs its bank to initiate the transaction. The payment is processed and your account is debited.
Payment by invoice (via PayPal Plus)
Payment by invoice allows you to pay for your goods up to one month after your order is received. You transfer the amount to PayPal’s bank account. We and PayPal provide the destination account details. When you select payment by invoice, PayPal performs a risk assessment, which may include obtaining credit information from various credit reference agencies.
Many merchants wish to offer private customers who provide an address in Germany the option to purchase goods or services in their online shop on invoice and pay by bank transfer. PayPal developed its “Purchase on Invoice” product for this purpose. Merchants wishing to offer it must either use PayPal Plus (see the Terms for the use of PayPal PLUS) or sell on eBay. There is no entitlement to approval for Purchase on Invoice. PayPal reserves the right not to offer it to a merchant and to terminate or restrict it, in whole or in part, at any time, including the right not to purchase receivables for certain products, product groups or sectors.
Under Purchase on Invoice, PayPal purchases from the merchant all receivables against a customer arising from use of that product (“PayPal Invoice Agreements”). PayPal credits the purchase price of those receivables to the merchant’s PayPal account after the customer completes the order and before the customer settles the invoice and pays the outstanding amount to PayPal.
Purchase on Invoice can generally be used for transaction amounts between EUR 1.50 and EUR 1,500.00.
As soon as a customer selects Purchase on Invoice, PayPal conducts an identity and credit check in its own name (“credit check”). This payment method is refused if the result indicates that the customer cannot be approved for the intended PayPal Invoice Agreement. PayPal may conduct the check according to its own standards and assess customers as eligible or ineligible. If PayPal decides that a customer is ineligible, a rejection message is displayed immediately. No PayPal Invoice Agreement is then concluded, and the customer is returned to the merchant’s payment page.
You authorise PayPal to agree the terms of use for Purchase on Invoice with the customer, setting out the specific conditions of the PayPal Invoice Agreement, including, but not limited to, late fees for which the customer is liable in the event of default.
To use Purchase on Invoice, the customer must accept its terms of use, the privacy policy for users without a PayPal account and the information on the credit check. These conditions can be viewed and downloaded in German and English on PayPal’s website at http://www.paypal.de/agb.
Advance payment by bank transfer
New customers are required to pay in advance by bank transfer as payment security. We send you an invoice, and you pay the invoice amount in advance into our account: Account holder: STELO UG, Berliner Sparkasse, account number 191072095, bank code 100 500 00, IBAN DE87 1005 0000 0191 0720 95, BIC: BELADEBEXXX. Please quote the order and invoice numbers. Your order is dispatched promptly once the invoice amount has been credited to our account. If we do not receive full payment within 10 working days after you receive this confirmation email, we cancel your order.
SOFORT bank transfer (Klarna)
SOFORT bank transfer is an innovative payment method developed and provided by SOFORT GmbH, with TÜV certification and TÜV-tested transaction security. Through SOFORT GmbH’s secure payment form, which merchants cannot access, sofort.com automatically sets up a transfer in your online banking account in real time. The purchase amount is transferred immediately and directly to STELO UG’s bank account.
TÜV-tested transaction security ensures a payment process as secure as your usual online banking. SOFORT GmbH acts only as a technical intermediary between us and your bank, like a postal carrier delivering PIN and TAN data in a sealed envelope. Your PIN and TAN are not disclosed; your data is transmitted to your bank in encrypted form. TÜV Saarland checks the security of data transmission, particularly the encryption and security of PIN and TAN data, and has also awarded SOFORT GmbH its “Verified Data Protection” seal.
Requirements and procedure: You can generally use SOFORT bank transfer if you have an activated online banking account using the PIN/TAN procedure. Please note that sofort.com is not yet available at a small number of banks. HBCI (Homebanking Computer Interface) with a chip card is not supported. You do not need to register with sofort.com. You only need:
- a bank account enabled for online banking
- your account number or bank details
- the PIN and TAN for your online banking account
Step 1: Select SOFORT bank transfer as your payment option.
Step 2: In the secure payment form, complete the order details with your bank code and account number.
Step 3: Confirm the transfer using your PIN and TAN.
Giropay
Giropay online payments are offered by more than 1,500 banks and savings banks. Based on online banking with a PIN and TAN, the service allows simple, quick and secure payment by online bank transfer. You only need a current account with online banking at a participating bank or savings bank. With Giropay, you make the transfer within your bank’s secure online banking environment. Sensitive data (PIN/TAN) is therefore exchanged only between you and your bank. No third party can view your personal account or transaction information.
Payment by invoice (Klarna)
In cooperation with Klarna GmbH (www.klarna.de), Theresienhöhe 12, 80339 Munich, Germany, we offer payment by invoice. Please note that Klarna Pay Later is available only to consumers and that payment must be made exclusively to Klarna. Further information is provided during checkout and in our privacy policy.
We send you an invoice, and you pay the amount conveniently by bank transfer. The invoice must be paid without deductions within 30 working days after receipt of the goods.
DELIVERY AND SHIPPING TERMS
We send smaller, lighter items such as fittings, bathroom accessories, small parts and spare parts by parcel service. Delivery is made exclusively within the Federal Republic of Germany. The delivery period starts when payment is received and may vary by item. For items available for immediate dispatch, the standard delivery period is approximately 2–3 working days for parcels and approximately 4–5 working days from receipt of payment for goods sent on pallets by freight carrier. Longer delivery times may occur during busy periods. Special order and delivery times apply during company holidays, Christmas and New Year.
Working days are Monday to Friday, excluding public holidays in the state of Berlin. If goods are not in stock, the approximate delivery times shown for the individual items in the online shop apply. We have no influence over the time taken for payment to arrive, which may be up to four banking days for bank transfers.
Please note: For orders containing items with different delivery times, particularly backorders, the longest stated delivery time generally applies. The items are shipped together as one delivery. We deliver the goods ourselves or engage third parties to deliver to the address specified in your order. Unless otherwise agreed, freight deliveries are to the kerbside at ground level and parcel deliveries to the first entrance door. Shipping and service costs are borne by the customer. This also applies if partial deliveries are made at the customer’s request and increase shipping costs compared with a single delivery.
If we cannot deliver on time due to force majeure, strikes, lockouts or other circumstances beyond our control, the delivery period is extended for the duration of the event. This applies in particular if our own suppliers fail to deliver correctly or on time.
Our products are allocated to different parcel sizes according to their dimensions and are packaged as standard.
Shipping and service costs are stated in the product descriptions, the order confirmation and any acceptance confirmation. Any customs duties or additional insurance or handling costs are always borne by the customer, unless the right of withdrawal is exercised. This also applies if delivery is otherwise free of shipping charges.
We deliver all standard-size orders within Germany free of charge from a net goods value of EUR 99. The free-shipping threshold is based on the invoice amount: the order value less any amounts attributable to a partial withdrawal. If a partial withdrawal subsequently reduces the remaining invoice amount below the threshold, we may charge shipping costs retrospectively for the items you retain. If the customer requests special delivery arrangements costing more than standard delivery, the customer alone bears the difference.
Shipments are generally insured. Please ask the carrier to confirm in text form (for example, by letter, fax or email) any damage visible on receipt, including damage to the packaging. Customers must report obvious damage to the goods; failure to do so may result in the loss of claims for compensation.
If ordered goods are wholly or partly out of stock and delivery is delayed as a result, we notify the customer promptly in text form (for example, by letter, fax or email). In this case, the seller may make partial deliveries to an extent reasonably acceptable to the customer. The seller bears any additional shipping costs. The customer’s statutory rights arising from delay remain unaffected.
If the selected product is unavailable when the customer orders, it can still be backordered on our website. A corresponding notice appears beside the quantity display. In this case, delivery takes approximately 30–40 working days. Exact delivery times can be requested directly from the customer service hotline.
Delivery by freight carrier
Bulky or particularly heavy items, including bathroom ceramics, baths, shower trays, bathroom furniture and shower enclosures, are sent only by freight carrier. Shipping costs depend on the goods’ weight and dimensions. After receiving your order, we contact you to explain any additional freight charges.
Freight charges apply to one delivery to one address. The goods are dispatched after the full invoice amount has been received. The ordering party must allow for and bear any payment transaction charges.
All prices are ex warehouse Berlin, plus statutory VAT.
Delivery within Germany, excluding German islands, is to the kerbside, without carrying the goods further, at the shipping cost specified for the individual case. Standard delivery hours are Monday to Friday, 9:00–16:00. Special freight trips are possible for an additional charge and only by prior agreement.
Goods are delivered on pallets. The seller has no obligation to take back product or transport packaging from consumers. The customer therefore bears all costs of disposing of that packaging.
If the selected product is unavailable when the customer orders, the seller informs the customer in writing by email.
The customer alone is responsible for providing the correct delivery address.
Before delivery, the freight carrier responsible for transport calls you to announce the delivery. The goods are released for delivery only after an appointment has been agreed with you, which may extend the delivery period. Please provide a correct, valid telephone number where you can be reached.
If the carrier cannot find the customer on the agreed delivery day during standard delivery hours despite prior notification, or if the customer cannot accept the goods that day for any reason, the carrier may charge us for a second visit depending on the number of pallets, and we must pass those costs on to the customer. This applies where the carrier arrived at the address and left again with the unaccepted goods.
If the carrier returns the goods to the seller because delivery failed despite prior notification due to incorrect customer contact details (telephone number or email) or other reasons for which the customer is responsible, the customer bears all costs we incur for the unsuccessful shipment, including outward and return transport.
Collection in person
There are no shipping charges for collection in person. If you wish to collect your order from our warehouse at Magdeburger Str. 3, 14641 Wustermark, please contact us briefly by email or telephone to agree a collection date and time.
Goods can be collected from the warehouse Monday to Friday, 9:00–16:00.
Please note: Collection in person is not possible if you have selected PayPal as your payment method.