FAQs
We are happy to help you and have already answered the most common questions.
Q1 - When can I expect my order?
A1 - Our average delivery time is 7-15 working days. This is because our products are sent directly from the supplier to you. This business model saves us storage and transportation costs and enables us to offer the products at a lower price than our competitors and cover the shipping costs ourselves. If we have a lot to do, this can sometimes lead to longer delivery times. We will do everything we can to arrange delivery to you as quickly as possible. Click here to track your order
Q2 - The expected delivery time has passed, where is my order?
A2 - In almost all cases, orders are delivered within the expected delivery time. Unfortunately, it can sometimes happen that an order is delayed. You can check the status of your order via the link below: Click here to track your order.
Q3 - I am missing one or more products in my order, how is this possible?
A3 - As we work with different suppliers, products can be sent separately. If items are missing from your order, you will usually receive them in 2-3 days. We apologize for any inconvenience this may cause.
Q4 - What are the shipping costs?
A4 - We negotiate with suppliers to achieve competitive prices, so our prices include shipping.
Q5 - Why don't you have customer service by phone?
A5 - In order to be able to offer customer service by phone, we would need to have permanent staff who can answer the phone at all times. This means that we have to buy and/or rent an office and telephones. Without all these costs, we can offer you more competitive prices. Lisa is available every day of the week via our email address info@pretenoris.de. Lisa's passion and mission is to make and keep our customers as happy as possible, so Lisa likes to go the extra mile!
Q6 - I am not satisfied with my product, can I return it?
A6 - Although we do our best to provide you with the best products, you can return any order within 30 days of delivery without giving any reason.
Q7 - I want to return an item, what do I need to do?
A7 - If you are not satisfied with your order, you can exchange or return it within 30 days of receipt. Products must be returned in their original condition and with all labels and tags attached. The product must not show any signs of use.
A return must always be accompanied by a track & trace code. The sender is always responsible for the shipment.
Once we have received the goods you have returned, we will ensure that the purchase amount is credited to your account within 5 days.
Q8 - Where do I find my Tack-en-Trace code?
A8 - Click here to track your order. Enter your email address and order number on this page to track your package.
Q9 - The thank-a-trace code gives no information, how is that possible?
A9 - From the moment your package arrives at the mail order company, the tracking information is available. Please note that there may be delays as your order is still being processed. Once the processing time has expired, the track-and-trace code will work. The treatment time is usually 1-3 days.
Q10 - I have not received an order confirmation, how can this be?
A10 - Have you placed and paid for an order but received no confirmation?
First, check your spam folder. If you do not receive an email from us there either, please contact us.
Q11 - I want to cancel my order, is this possible?
A11 - If you want to cancel an order while it has not yet been shipped, you can do so free of charge. We recommend that you do this as soon as possible as 99% of our orders are automatically forwarded to our suppliers. Once an order has been sent, we can no longer cancel it.
Has your order already been shipped and you want to cancel it? In that case, you must return the package to us.
Q1 - When can I expect my order?
A1 - Our average delivery time is 7-15 working days. This is because our products are sent directly from the supplier to you. This business model saves us storage and transportation costs and enables us to offer the products at a lower price than our competitors and cover the shipping costs ourselves. If we have a lot to do, this can sometimes lead to longer delivery times. We will do everything we can to arrange delivery to you as quickly as possible. Click here to track your order
Q2 - The expected delivery time has passed, where is my order?
A2 - In almost all cases, orders are delivered within the expected delivery time. Unfortunately, it can sometimes happen that an order is delayed. You can check the status of your order via the link below: Click here to track your order.
Q3 - I am missing one or more products in my order, how is this possible?
A3 - As we work with different suppliers, products can be sent separately. If items are missing from your order, you will usually receive them in 2-3 days. We apologize for any inconvenience this may cause.
Q4 - What are the shipping costs?
A4 - We negotiate with suppliers to achieve competitive prices, so our prices include shipping.
Q5 - Why don't you have customer service by phone?
A5 - In order to be able to offer customer service by phone, we would need to have permanent staff who can answer the phone at all times. This means that we have to buy and/or rent an office and telephones. Without all these costs, we can offer you more competitive prices. Lisa is available every day of the week via our email address info@pretenoris.de. Lisa's passion and mission is to make and keep our customers as happy as possible, so Lisa likes to go the extra mile!
Q6 - I am not satisfied with my product, can I return it?
A6 - Although we do our best to provide you with the best products, you can return any order within 30 days of delivery without giving any reason.
Q7 - I want to return an item, what do I need to do?
A7 - If you are not satisfied with your order, you can exchange or return it within 30 days of receipt. Products must be returned in their original condition and with all labels and tags attached. The product must not show any signs of use.
A return must always be accompanied by a track & trace code. The sender is always responsible for the shipment.
Once we have received the goods you have returned, we will ensure that the purchase amount is credited to your account within 5 days.
Q8 - Where do I find my Tack-en-Trace code?
A8 - Click here to track your order. Enter your email address and order number on this page to track your package.
Q9 - The thank-a-trace code gives no information, how is that possible?
A9 - From the moment your package arrives at the mail order company, the tracking information is available. Please note that there may be delays as your order is still being processed. Once the processing time has expired, the track-and-trace code will work. The treatment time is usually 1-3 days.
Q10 - I have not received an order confirmation, how can this be?
A10 - Have you placed and paid for an order but received no confirmation?
First, check your spam folder. If you do not receive an email from us there either, please contact us.
Q11 - I want to cancel my order, is this possible?
A11 - If you want to cancel an order while it has not yet been shipped, you can do so free of charge. We recommend that you do this as soon as possible as 99% of our orders are automatically forwarded to our suppliers. Once an order has been sent, we can no longer cancel it.
Has your order already been shipped and you want to cancel it? In that case, you must return the package to us.