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FAQ - Frequently Asked Questions

Order and pay

  • How does the Buy Now... purchase work?

    Die Sofort. is an online payment system based on proven online banking with PIN/TAN input for secure and fast processing of your online purchases. Sofort. was developed by Payment Network AG and has already been used in numerous online shops. Via the secure payment form of Payment Network AG, which is not accessible to merchants, Sofort. automatically enters a transfer into your online bank account in real time. The purchase amount will be transferred immediately and directly to the bank account of the merchant.

    Your advantages with the Sofort.:

    • Convenient
      Immediately after completing your order at getgoods you can make the transfer directly at getgoods.com. It is no longer necessary to switch to your bank's website. That saves time!
    • Practical The data for your transfer are already prefilled (invoice amount, payment recipient, order number, etc.). The tedious typing in and filling out of the transfer form is not necessary.
    • Sicher
      The system accepts the same PIN and recognizes the valid TANs of your bank, because you log in with these data at your bank. Further information on Sofort. can be found at www.sofortueberweisung.de
  • How does credit card purchase work?

    With us you can pay online comfortably and safely with your VISA, MasterCard or American Express. We offer our customers the following additional protection: With MasterCard Secure Code and Verified by Visa your shopping is now even safer. When you pay, an additional input field opens that connects you to your bank. There you enter your personal password and identify yourself as the legitimate cardholder. This password is a security value that only you and your bank know. This protects your cardholder data. This query is controlled by your bank, we as Hänuler do not store any personal data

    at this point.
  • How does buying with PayPal work?

    With PayPal you can easily, securely and quickly pay for your purchases. Pay with just 2 clicks, without entering any bank or credit card details (your PayPal account only needs to be set up once) We will receive your payment within seconds, so your goods can be shipped immediately if available. Your bank and credit card details will not be passed on to third parties.

    How easy and fast payment with PayPal works: After selecting the payment condition "PayPal" and submitting your order on www.getgoods.com you will be automatically forwarded to the secure payment form of PayPal. Please log in if you already have a PayPal account. Otherwise, click "Configure Account"and follow the instructions.

    Through the final confirmation of your PayPal payment, the amount will immediately be credited to us. Further information about the security of PayPal is currently available at www.paypal.de.

  • Can I pay my order by cash on delivery?

    Cash on delivery payment is currently not possible.

  • Is there a getgoods gift certificate?

    Currently you cannot purchase shopping or gift vouchers for getgoods.

  • I have chosen the payment condition prepayment. To which account do I have to transfer the amount?

    Our bank details are as follows:

    Postbank Nuremberg
    IBAN: DE26760100850852006852
    BIC: PBNKDEFF

  • Why is the payment method invoice / direct debit not offered to me?

    Every order at getgoods.com will be checked individually from case to case.
    Payment terms offered will be excluded from time to time.
    We refer to this in our terms and conditions under point 6.6.

  • Why was my prepaid order cancelled?

    For orders by cash in advance the ordered goods will be reserved for you 7 days. If we have not received any payment by then, your order will be cancelled. Should you nevertheless wish to order the articles, please let us know via the contact form. We will be happy to send you the corresponding bank transfer data again.

  • Why was my credit card order cancelled?

    The total amount of your credit card order will be reserved on the credit card for getgoods for 27 days. If articles are not available within this period, they can no longer be delivered due to the expired reservation of the amount. The goods must be ordered again.

    Please note that a new order with the payment method "credit card" can only be placed via the Internet.

  • Why was my credit card declined?

    For privacy reasons, the credit card issuing bank getgoods cannot give the reason for the rejection of your credit card. Therefore we ask you to contact your credit card issuing bank personally to clarify the reason for the payment refusal.

    Contact your bank to clarify any security restrictions. Your bank may register an unexpected activity on your card. This includes initial orders and high-value orders, regardless of coverage or credit limit. Your bank may need your approval in writing to continue the transaction.

    Contact your bank for daily withdrawal or purchase limits. Most banks allow the credit card holder a certain limit on how much money can be withdrawn or debited in one day. If you exceed this daily limit, your bank may block your account for further transactions. It may be necessary for you to request an increase in the daily limit in order to complete the transaction.

    Contact your bank for payment authorizations and reserved refunds. When you place an order with getgoods.com, we will contact your issuing bank to confirm that your credit card has a valid number and has not been reported as lost or stolen. This information is transmitted by means of a full authorization of the purchase amount.

    If your payment is rejected due to a missing credit limit, we ask you to contact your bank to clarify whether the reserved amounts are authorizations. In this case, we ask you to ask your bank to remove any excess authorization to release the credit line on your account again.

  • Why did I receive a payment request?

    Please take the reason for the reminder from our letter to you. Reasons are usually an uncovered account, a wrong bank account, an expired account or the objection against our collection. For clarification please contact our customer service:

    Telephone:0911 25509955
    Accessibility: Mo. - Fr. 9:00 - 17:00 hrs
    14 cent/min. from the German landline network, maximum 42 cent/min. from the mobile network (prices include VAT).
    Fax: 0911 25509956
    Accessibility: Always ready for you
    14 cent/min. from a German landline, maximum 42 cent/min. from a mobile network (prices include VAT).
    eMail info@getgoods.com

Shipment and delivery

Return and warranty

  • I would like to return ordered items. What do I have to do?

    Information for the return of goods you receive here.

  • There was no return note in my parcel. What do I have to do?

    If no corresponding form is enclosed with your delivery, you can download and print this here. If you do not yet have a program for viewing pdf documents, you can here download and install Adobe® Reader® free of charge. Further information on returning goods can be found here.

  • What can I do if a return has not been received by getgoods?

    Please send us a copy of the receipt by mail, by fax to 0911 25509956 or simply by mail to info@getgoods.com. Upon receipt, we will immediately investigate the whereabouts of the shipment and send you a replacement delivery.

  • What can I do if my item is defective and the warranty has expired?

    Please send the defective item with the original delivery note and a detailed description of the defect to the following address:

    get your goods GmbH
    Klaus-Conrad-Straße 1
    92240 Hirschau
    Germany

    After receipt we will check your goods immediately

  • What is the warranty for accumulators, batteries and lamps?

    Batteries, batteries and lamps are consumables. Please check the articles immediately after receipt. Should a defect occur after 6 months, please note our AGB. Extract from the General Terms and Conditions:

    "Get your goods GmbH warrants that the products are free from material defects and defects of title in accordance with §§ 434, 435 BGB at the time of transfer of risk. [...]
    The warranty period for new goods is two years. [...] (She) begins with the receipt of the goods by the customer. [...]
    The prerequisite for warranty claims is that the defect has not been caused by improper use or overuse. If a defect only becomes apparent later than 6 months after delivery, the customer must provide proof that the goods were defective at the time of transfer of risk. Otherwise, Re-In is free to prove that the item did not have any material defects upon delivery."

  • right of withdrawal

    You can view our cancellation policy on the corresponding Info page.

Webshop and customer account

  • Is there a getgoods catalogue?

    Our company is specialized in the Internet trade. Therefore you find our complete assortment under www.getgoods.com. Unfortunately we do not have a printed catalogue.

  • How can I change my password?

    After you have logged in to your personal area at www.getgoods.com, you can change the password completely according to your wishes under "Change my data".

  • How can I change my personal data?

    To change your personal data, proceed as for changing the password. Log in to the personal area under www.getgoods.com There you can change your personal data as well as your address and your password under "Change my data".

  • I forgot my password. How can I request a new password?

    If you have forgotten your password or the password is no longer accepted, you can request a new one via the function "Forgotten Password" on the Internet. You will receive the new password after a few minutes by email. After you have received the new password, you can log in to the personal shop and change the password according to your wishes under the heading "My data".

  • How can I subscribe to the newsletter?

    If you don't want to miss anything in the future and want to benefit from great offers and exclusive promotions, click hier for registration.

  • How can I unsubscribe from the newsletter?

    If you no longer wish to receive our free newsletter, simply click on the unsubscribe link at the end of each newsletter.

    Please understand that it can take up to 48 hours to unsubscribe from our servers and that you can still receive newsletters during this time.

  • Why is an item that is sold out still displayed on the internet?

    In order for our customers who have already purchased a product from us to be able to inform themselves about it later or download the data sheet, the product information pages of sold-out articles will not be removed directly from our pages.

  • What do I do if I have technical problems with the website?

    Please send us a short message via our contact form with a description of the error and answers to some questions so that we can reproduce the error as best as possible.

    As soon as we receive your information, we will have the error checked immediately by our technical department and inform you as quickly as possible.

    Which browser do you use?
    Which browser version is it?
    Is a firewall activated?
    Which virus scanner is used?
    Which operating system do you use?
    Are cookies and Java activated?

Privacy and Security

  • How is my personal data protected and encrypted?

    Of course your personal data will be highly secured and exclusively SSL-encrypted.

    SSL (Secure Socket Layer) makes the communication between web browser and server more secure. SSL establishes a protected communication channel and thus enables the transmission of sensitive information according to a modern security standard. Data access by unauthorized persons is impossible.

    To send as little data as possible in encrypted form, only the security-relevant area (frame) is transmitted. Therefore it can happen with some browsers that corresponding security flags are not displayed, although the encryption works correctly.

  • How do I recognize a secure connection (SSL)?

    You can recognize a secure connection by the fact that the address displayed in the browser begins with "https://..." instead of "http://..." and a padlock appears at the bottom right of the window. We secure our website and other systems through technical and organizational measures against loss, destruction, access, modification or distribution of your data by unauthorized persons.

  • How secure is my data with the Sofort.?

    In the case of Sofort., an SSL-encrypted connection to your bank is established. You must register with your bank in the same way as on the online banking page.

    The bank indicates which iTAN you should use.

    Of course, data such as PIN or TAN are neither stored by getgoods nor by Payment Network AG, the provider of the instant service. The transmission of data is SSL-encrypted.

  • How secure is my information when paying by credit card?

    When paying by credit card, your data is of course secure. getgoods does not store any credit card data of the customer.

    The credit card processing is not carried out by us, but by the company Ogone, a specially certified service provider, in order to guarantee security. This is certified according to PCI DSS (current status October 2008) and must therefore meet certain guidelines for which it is regularly checked.

    The connection is made via SSL encryption directly from the customer to the service provider. This means that the credit card payment process takes place in a specially certified environment and not directly in the shop environment.

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