Delivery and payment

You will receive an order entry email from us once we have received your order and a further email once the order has been despatched. The second email will also contain a tracking number link, so that you can monitor the progress of your consignment.

Please contact our customer service through the contact form or by email: webshopsui@spiegelau.com, including the order number, order date, the best way to contact you and a photo of the broken item. Our customer service team will contact you directly after a detailed check.

As soon your order has left our warehouse a order tracking is sent. In addition for our registered customers we offer an order status overview in the account overview. For further questions please contact our customer service team.
 

If you want to send your order to a different country, you need a SPIEGELAU account. When you are registered, you can switch the country on the right top corner. Please be aware that our terms and conditions as well as the pricing and shipping setting will be adopted to the delivery country. If you need further assistance please contact our customer service team. 

We know receiving your items as soon as possible is important so in some cases, ordered items that can already be shipped will be sent before the others are ready. It is not possible to combine orders in one package.

We’re sorry to hear, and hope that the items you ordered arrived intact and complete. If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return. Please note that we cannot provide substitutes for damaged parcels.

This depends on the shipping method and delivery service you have chosen, during your order process. Please contact our customer service team for further help.

Unfortunately, we are not offering this service at the moment.

Yes, you can choose a different invoice and shipping address. Please ensure that you are available at that address on the given delivery date and time.

Currently, deliveries to Packstations can only be made to addresses in Germany. Due to our logistics guidelines, it is unfortunately not possible to send deliveries to Packstations in other countries. Delivery to PO boxes is not possible. To ensure a smooth and safe delivery of your order, we recommend that you provide a physical address in order to receive your order successfully.

This depends on your order status. Please contact our customer service team for help with your request.

We offer the following standard delivery for Switzerland & Lichtenstein.

For orders below CHF 100.00 a freight charge of CHF 20.00 applies
Orders from CHF 100,00 will be delivered free.

We’re sorry if your favorite payment method isn’t available for your order.

Some situations can influence the payment method's availability. For instance, if the delivery address and billing address do not match because of typos, changes of address, family name ...

However, please understand that we also consider that some payment methods may involve higher costs or risks. Like other platforms and shops, we use independent credit bureaus in order to have secure transactions and we reserve the right to decline a payment method for some orders (you can find more details in our Terms & Conditions).

Our Customer Care team has no way of changing the payment methods offered to you at checkout and to keep your data private, we are unable to find out exactly why a payment method is not being offered.

If your favorite payment method is unavailable, we’re sorry in advance. You will still be able to use all of our other services and can select one of the other options, which are all free.

Yes, your information is secure on our website. We take extra steps to keep your financial information private and safe. All transactions occur in a secure area of our site so that you can buy online with confidence. We use industry-standard encryption technologies when transferring and receiving information to process your orders.

SSL: We use 128-bit SSL security encryption in our checkout process. This encrypts the personal information you provide us, ensuring that it is safe and not accessible by any third parties. However, the most important protection is your password, so please make sure you never give it out to others. SPIEGELAU also has a privacy policy and complies with statutory requirements. Your data is used solely for the processing of your order and to continue to improve our services.

Under no circumstances will your personal information be disclosed to third parties without your consent. For more details, please refer to the Terms & Conditions.

You can enter your discount code in the checkout process in the shopping cart at coupon codes. Keep in mind that every voucher has its own terms and conditions that must be met for the discount to be valid on your order.

After entering the voucher code and clicking 'Apply', your discount will be shown immediately. In case the order doesn't meet the requirements of the voucher, no discount will be shown. After the voucher has been successfully processed, the discounted amount will be deducted from the total invoice amount.

It is required by law to charge state and local sales tax for orders shipped to states where we conduct business. Therefore all of our online orders will include sales tax where such taxes are imposed by that destination state.