Frequently Asked Questions about SpaceCamper-Shop
Here you will find frequently asked questions and answers on the following topics:
Shipping
How long will it take for the order to arrive?
If we receive your order via online payment, e.g. PayPal, on a business day before around 3 p.m., the package will be picked up by DHL from our warehouse on the same day in the afternoon. Within Germany, the delivery usually takes 2 to 6 working days. Due to the Corona pandemic, however, DHL is currently very busy, so there are delays every now and then because ready-packed containers simply cannot be picked up. As long as DHL has problems, we will try to get the problem under control using other logistics partners. We kindly ask for your understanding.
If a product is not in stock, we give you the corresponding delivery time on the product page.
If you need to get your order asap, you have the option to have your order shipped using express delivery.
How does express shipping work?
In order for your order to arrive on the next business day, your order must be received by us before 12 o'clock (noon) on the previous business day and must be processed via an online payment method, e.g. PayPal.
UPS Express carries out deliveries from Monday to Friday, excluding public holidays.
Which countries do you deliver to?
Our store ships to almost all European countries and to some countries outside Europe. A current overview can be found on the .
Switzerland is excluded from our shipping area. If you have the possibility to send your order to a German address, you can still place an order as a Swiss customer. Please note (particularly when paying via PayPal) that, the billing address must also be outside of Switzerland.
Can I pick up my order instead?
Yes, every order can also be picked up at our warehouse in Aachen, Germany. So if you are in the vicinity of the Dreiländereck, you can take your purchase directly with you.
Only the warehouse is located there, which is why we do not have a showroom or product consultants on site. If you still have questions about the products, please contact us in advance, e.g. by telephone.
Also, all payments for pick-up orders must be made in advance.
What's the deal with freight forwarding delivery?
Some products in our assortment are too heavy or too big for shipping via DHL. You can pick up these products from us or have them delivered to you by a freight forwarder. In order for the shipping company to arrange a delivery date with you, we will ask you for your phone number during the order process.
The cost of freight forwarding delivery to Germany is 60 Euros. For Austria, it costs 80 Euros. For all other countries kindly inquire directly by email.
Sending so many parcels can't be good for the environment, right?
Yes, that is not optimal. We try to be as environmentally friendly as possible, for example by shipping in boxes made of recycled cardboard and packing and padding the products in the boxes with as little plastic as possible.
Payment methods
Which payment methods can I use?
We offer the following payment methods:
- Pre-Payment
- Paydireky
- Sofort (formerly Sofortüberweisung)
- PayPal
- Credit card via PayPal
- Pay upon invoice via PayPal
- SEPA direct debit via PayPal
- Amazon Pay
Which payment method will allow my order to be dispatched the fastest?
If you would like your order to be shipped as soon as possible, please use one of these payment methods:
- Paydirekt
- Sofort (formerly Sofortüberweisung)
- PayPal
- Credit card via PayPal
- Pay upon invoice via PayPal
- SEPA direct debit via PayPal
- Amazon Pay
All of these payment methods are processed equally fast.
Orders paid via pre-payment are usually shipped one business day after we receive your payment.
Why are not all of the mentioned payment methods available to me?
Depending on the billing address and shipping method, not all payment methods are available. For example, payment in advance can not be combined with the shipping method "pickup". For purchases via invoice, credit card payments, and direct debit we use PayPal as a payment processing service. PayPal collects information about your date of birth for some payment methods before these payments are processed. This data can also result in a payment method not being available.
Vouchers
How long does it take to receive a voucher?
If you order one of our gift vouchers and pay via an online payment method, then you will receive the voucher within one hour by email with the attached voucher as a PDF.
Online payment methods in our store include all payment types except for pre-payment.
Is it possible to get a gift card for a specific amount?
Whether it's a date of birth, a license plate number, or a repdigit - all amounts are possible. Simply send us an e-mail at service@spacecamper-shop.de and we will make it happen.
Returns
What are the return conditions?
Within 14 days after delivery of the order, you can return the products to us free of charge and get a refund. The 14 days count from the day you or a person authorized by you received the package.
These returns are made through your Right of Withdrawal. Even after more than 14 days, there may be reasons to return a product. You can read more about this below in the section "The delivery was more than 14 days ago".Your checklist for simple returns
- The delivery took place no more than 14 days ago
- The shipping address of the order is in Germany
- The product can be shipped by DHL, it is not a freight-forwarding product
Returning a product - this is how it works
- Pack product securely as a package
- Contact us by E-Mail, and we will send you a return label for free return shipping
- Stick the printed return stamp on the package and send it off.
- Notify us of the return, preferably by e-mail at service@spacecamper-shop.de, stating whether you would like to exchange or return the product.
- Receive exchange product or refund
The delivery was more than 14 days ago. What should I do if I want to return a product now?
If you notice any defects or damage to the product after these 14 days, please contact us, e.g. by e-mail at info@spacecamper-shop.de or via our contact form, so that we can help you.
I live outside Germany and would like to return a product within the period of 14 days after delivery. What should I do?
In this case, you may have to pay the return shipping costs yourself.
I would like to return a freight forwarding item. How can I do this?
In this case, you may have to pay the return shipping costs yourself.
Customer Account
How can I create a customer account?
You can either create a customer account independently of an order by registering here. here. Or you can create a customer account after placing your order. Your order will then be automatically linked to your customer account.
What advantages does the customer account offer?
In your customer account you can see your previous orders and store your address. This helps to speed up the order process.
Data Protection
How will my data be used?
Your data is used as described in our . We limit the collected data to the minimum which is necessary for our online store.
I want to have all my data deleted. What should I do?
Please send us an e-mail from the e-mail address, which you used for your customer account or your order. We will then delete all data. Due to the obligation to retain tax-relevant documents, we may not be allowed to delete your order from our system. In this case, the order will be anonymized and your personal data will be deleted.
I have concerns about data security. Who should I contact?
We are always open to hear your thoughts concerning data privacy and security. You can contact us via telephone ( +49 2407 554 86 76 ) or email at service@spacecamper-shop.de. Alternatively, you can contact our data security officer Bernd Fuhlert (datenschutz-add-yet@integer-net.de, +49 2175 1655 0, Schloß Eicherhof, 42799 Leichlingen).
Customer Service
How can I contact customer service?
If your question has not yet been answered on this page, we will be happy to help you. You can reach us by telephone at +49 241 957 851 58 , or send us an email with your request to service@spacecamper-shop.de. Additionally, you have the possibility to contact us via our contact form.
When can I contact customer service?
We are there for you via telephone on Mon - Thu from 9 to 16:30 o'clock and Fr from 9 to 13 o'clock. You can also contact us around the clock by e-mail or via the contact form. Your request will be processed as soon as possible.