Where is my package?
Once your order has been packed and ready for shipment, you will receive a notification via email. This message will tell you that your package has been shipped and which tracking number has been assigned. The tracking number will not be active until the parcel service has picked up and scanned your parcel. If the label has been created for your parcel after the day pickup has taken place, you will not be able to detect a change in the shipping status on the shipment tracking link until after pickup the following business day.
How long can I withdraw my order?
The cancellation period is 14 days from the date of receipt of the goods. If you want to cancel your order, please contact our customer service in advance. You can find the contact form in the Customer Service section under Contact. A refund of the purchase price is no longer possible after the deadline.
Who bears the costs for the return?
Do you wish a refund of your payment, you bear the cost of the return. Please send us only cleared packages
Has my return received?
You will be informed by us as soon as the return has been processed by us. A notification upon receipt of the return is not yet. However, you will receive an email as soon as your return in the first step
When can I get my payment back?
As soon as your return has been processed by us (within 10-14 business days), we will refund the amount immediately to the means of payment selected by you when ordering. For the credit card payment method, the chargeback to your account can take up to four weeks, depending on the credit card company.
Wrong delivery or defect
If you have received a wrong delivery or a defective item, we ask you to register this using the contact form in our shop and to provide us with a photo of the defect. You can find the contact form in the Customer Service section under Returns and Defective Product. After your registration we will send you the right or an undamaged article as soon as possible. For the return you will receive a return slip, which will be sent to you by email from DHL (please check your SPAM folder). You print this and glue it to the package. Now you can give this free of charge at the post office.
Can I also pay via PayPal?
Yes, a payment via PayPal is possible at any time. Upon completion of the order at Louis Ry, you will be redirected to PayPal as usual to complete the payment.
Which payment methods are still available?
Przelewy24, Stripe, Sofort Transfer, iDeal, giropay and bank transfer
I have not received an order confirmation
After you have ordered in our online shop, you will receive an order confirmation via e-mail. If you did not receive it within an hour, it could have
- Was the wrong e-mail address entered?
- Did the e-mail land in the SPAM folder of your e-mail account?
- The order was not completed successfully. Please check in your user account under "my orders" if the order has been registered in our system. If this is not the case, please place the order again.
If none of the cases described apply, please wait one day. You will usually receive another notification about your order within this timeframe. If this is not the case, please contact our customer service.
Can I change my order afterwards?
Your order will be processed and shipped within a short time. We can thus guarantee fast delivery times, but make no subsequent changes.
Which shipping options are there?
Within Germany, the EU and outside the EU, we deliver with standard DHL / German Post and ePacket shipping.
How fast will my order be shipped?
All orders are continuously handed over to our shipping center. The order will normally be handed over to DHL, German Post or ePacket within 24 hours. You will receive a notification by e-mail with the tracking link and the tracking number as soon as your order is ready for despatch and waiting to be picked up by the parcel service. Shipping on the weekend is currently not yet.
How long does delivery take?
Shipped within 2 to 5 business days. Exceptions are the countries of Russia and Switzerland, as delays occur due to customs clearance
How long does it take to ship personalized products?
Affected Products: https://louis-ry.de/en/product/single-schluesselanhaenger/
The shipment will be delivered by the American postal service company ePacket. Once the item has been picked up from the warehouse it will take:
- Austria 7-15 business days
- Germany 7-15 business days
- Rest of the world: 10-25 business days
What are the shipping costs and in which countries will be sent?
We deliver within Germany for 5,10 € and all other countries of the European Union as well as Switzerland and the USA for 7,99 €
What advantage does a user account bring?
Once you have registered, a user account will be set up for you, which you can access at any time through the "My Account" box. After successful registration, you can access your order history, change billing and delivery addresses or subscribe / unsubscribe to the newsletter. In addition, further orders can be placed easily and without re-entering the personal information.
I have forgotten my password
If you have forgotten your password, you can simply use the "Forgotten Password" feature in your user account.