text: Frequently asked questions
  Open a customer account
  To order at koffer-direkt.de, you do not necessarily have to open a customer account, you can also place your order as a guest. However, you will then not be able to log in to koffer-direkt.de and view past orders, for example.
  Change my data
  If you have created a customer account, you can log in to your protected area at any time using your password. To do this, click on "Log in" at the top left of the page and enter your e-mail address and password. Now you can change your address, your password, your preferred payment method and other personal data and settings.
  Subscribe to or unsubscribe from the newsletter
  If you no longer wish to receive our newsletter, you can either unsubscribe in your customer account under "Profile settings" or click on "Unsubscribe newsletter" at the bottom of the last newsletter.
  Delete customer account
  You can only have a password sent to you if you register as a customer, i.e. open a customer account. If you have ordered as a guest, you will not receive a password, even if you request one.
  Place an order
  Once you have found the item you want, place it in your shopping cart. You can access your shopping cart at any time by clicking on the shopping cart symbol at the top right. There you can view, change or delete your previously selected items. Clicking on "Continue order process" will take you to the next step of the order, where you can select the desired shipping method and payment method. If you want to tell us something, check the box "Add special shipping instructions" in step 2 "Shipping". A comment field will then open in which you can enter your message to us.
  If a selected item is not in stock, we will notify you by email as soon as it is available again. Simply click on "Notification when available" on the item page and enter your e-mail address. You will then be informed by email as soon as the item is back in stock.
  Prepayment by bank transfer
  Please transfer the total amount of your order to the following account at Stadtsparkasse Wuppertal:
  IBAN: DE21 3305 0000 0000 6734 67
  Please state the order number from your confirmation e-mail as the reason for payment. Please note that although the amount will be debited directly from your account, it may take a few days for it to be credited to our account. For domestic transfers this is usually 2 bank working days, for transfers from abroad usually 3 days. Your order will be dispatched immediately after receipt of payment, provided the items ordered are in stock.
  If your transfer takes longer, this is usually for the following reasons: Public holidays and weekends are not bank working days, no payments are processed on these days. If you submit a transfer slip over the counter, the statutory transfer deadline is one day longer than for electronic and online transfers. The cut-off time for bank transfers varies depending on the bank, but is usually between 14:00 and 18:00. If your transfer arrives after the cut-off time, the order will not be processed until the next day. If you want to make sure that your payment is booked and reaches us on the same day, opt for a quick transfer at your bank's counter or pay by 16:00 with the "Euro Express Transfer online" in the online banking area
  At koffer-direkt.de you can pay easily and securely via PayPal. At the end of the order process you will be automatically redirected to PayPal. If you are already a PayPal customer, simply log in to make the payment. Are you not yet a PayPal customer? Then open a PayPal account and confirm the payment to us. As soon as PayPal reports your successful payment to us, your order will be released and processed immediately. If you return an item, the purchase amount will be credited to your PayPal account.
  We accept Master Card, Visa and American Express. The invoice amount will first be reserved on your credit card. Your credit card will not be charged until the item is shipped. In order to offer you maximum security when purchasing, a 3D Secure security request may be made. Please have your required login data ready. If you pay by credit card, your order will be dispatched immediately, provided the items ordered are in stock.
  We are often asked whether we also grant a 5% discount when paying by credit card. In contrast to prepayment, however, you as the customer do not pay in advance, as your credit card is only charged when the goods are dispatched. For this reason, we are unfortunately unable to grant a prepayment discount for this payment method
  Cash on delivery:
  Pay cash on delivery directly upon receipt of the goods. The fee for cash on delivery is 6.50 €. All items in stock will also be shipped immediately when paying cash on delivery.
  Refund of the purchase amount
  Refunds will be made using the payment method used in the order, usually within 14 days. If you do not receive payment from us within this period, please contact our customer service firstname.lastname@example.org or use our contact form. If you have paid cash on delivery, please provide us with your bank details.
  Redeeming a promotional code
  If you have a promotional code or discount code, you can enter this code during the order process. To do this, click on "Enter promotional code" in the shopping cart, type your code into the field and click "Apply". The discount will immediately be included in the total amount.
  Purchase on account for public authorities
  We offer corporate customers, authorities and corporations the payment method invoice. Please contact us after you have opened a customer account. We will then activate the invoice payment method for you. Please understand that we are unfortunately unable to offer this payment method to private customers.
  Orders from abroad
  For foreign customers (outside Germany), any transfer fees (for advance payment) as well as customs duties and taxes shall be borne by the customer. German customs clearance fees are already included in our shipping costs. For orders from outside the EU, we deduct the current German VAT from the value of the goods after your registration in the store (and then also each time you log in).
  Delivery / Shipping
  If an item or a specific color is not in stock, we will inform you of the expected delivery time on the product page. Simply select the desired color and the delivery time will appear next to it.
  If the status is "currently out of stock" or "delivery time on request", please contact our customer service team by phone or email at email@example.com or use our contact form. Please be sure to include the item number with your request.
  Shipping methods and costs
  The products in our range are sent exclusively by DHL (Deutsche Post). Shipments can therefore also be delivered on Saturdays and to packing stations. When shipping to packing stations, please note that oversized parcels will be deposited at the nearest post office. You will then be notified directly by DHL.
  You can see which countries we ship to and what shipping costs are charged on the "Shipping costs" page. From a value of goods of only 40 euros, we deliver all items for you free of shipping costs throughout Germany. You can find an overview of the shipping costs here.
  As soon as your shipment leaves our warehouse, our system will automatically send you the tracking number of your parcel or parcels by e-mail. You can then see where your shipment is at any time in the DHL parcel tracking system and will also be informed of any status changes. If you do not receive this e-mail, please also check your spam folder.
  Collection from our warehouse in Oberhausen is possible from Monday to Friday between 10 am and 3 pm. If you wish to collect your order, please select prepayment, credit card or PayPal as your payment method and enter in the comments field that you wish to collect the item. Your order will then be ready for collection the following day at the specified time.
  In very urgent cases or to arrange a specific collection time, please contact our customer service team by telephone on +49 208 8848250 from Monday to Friday between 09:00 - 16:00.
  Complaint / Repair
  Complaining about an item
  If you would like to make a complaint about an item, please send an email with your order or invoice number, photos and a detailed description of the defect to firstname.lastname@example.org. We will then check the facts and send you a DHL returns link with which you can send the item back to us free of charge. The item will then be forwarded to the manufacturer for repair. Repairs usually take 2 - 4 weeks. If it is a defect that you can easily repair yourself, in some cases it is possible to order suitable spare parts for self-assembly from the manufacturer. In the case of defective new goods (unused), the defective item can be returned free of charge with the enclosed returns documents. The description of the defect must be noted on the returns bill.
  Despite all care, damage may occur during transportation. In this case, we will of course refund the damaged items free of charge. However, please note the following procedure: Transport damage must be reported to the supplier (DHL) immediately upon receipt of the goods and you must then inform us of any transport damage found.
  The warranty periods depend on the respective manufacturer; information on the warranty period of an item can be found on the product page.
  Spare parts enquiries
  We can only offer you spare parts from the manufacturers that we carry in our range and only if they are still available from the manufacturer. Give us a call or send us a photo to email@example.com and we will be happy to make an enquiry with the relevant manufacturer for you.
  Revocation / Return
  Revocation of an order
  You have the right to cancel this contract within 1 month without giving any reason. We have described in detail how to do this in our cancellation policy. If you would like to exercise your right of withdrawal, please click here to read the withdrawal policy.
  We cover the return shipping costs for every delivery throughout Germany from 40€. You can download and print out the returns label from our returns portal . If you want to return an item, stick the label on the parcel and hand it in at your nearest DHL station or post office. We therefore bear the costs for the return shipment.
  The only exception: You must bear the costs of the return shipment if the delivered goods correspond to those ordered and if the price of the item to be returned does not exceed 40 euros or if, in the case of a higher price of the item, you have not yet provided the consideration or a contractually agreed partial payment at the time of the revocation. Please also note our cancellation policy.
  For returns from other European countries, we are unfortunately unable to cover any return costs.
  You can start a return request here: Start return!
  Questions for customer service
  You can reach our customer service Monday to Friday from 09:00 - 16:00 by phone at +49 203 80481315 or by e-mail at firstname.lastname@example.org
  Security when shopping
  We want your shopping experience at koffer-direkt.de to be a pleasant one. The measures we take to offer you a secure shopping experience and what it means that our store complies with the strict guidelines of Trusted Shops certification are explained in detail in the "Security, protection and privacy" section.
  Why is a TSA lock supplied without a TSA key?
  All TSA locks, regardless of whether they can be opened with a key or a combination of numbers, are also fitted with a TSA lock. Only employees of the American TSA (Transportation Security Administration) have a key to this lock so that your suitcase can be opened and relocked for inspection at the airport. Further information on TSA locks can be found here.
  In our material guide, we provide you with an overview of the various suitcase materials, explain their advantages and disadvantages and make recommendations for certain types of travel.
  Sustainability at koffer-direkt.de
  At koffer - direkt.de, sustainability is the focus. We strive for environmentally and socially responsible supply chains and
  thereby optimizing our profitability.
  You as a customer are an important
  Part of this process, as you can help with a little patience,
  To simplify logistics processes and avoid unnecessary journeys. As a thank you
  we offer our unique sustainability discount! Let's
  to slow down the world of e-commerce.
  You can find further information about sustainability at koffer - direkt .de here.