FAQ - Frequently asked Questions
The Heisenberg FAQ gives you the opportunity to get more information on topics such as ordering, shipping, payment options or return.
Who can order something?
Only customers who are registered can order goods on heisenberg.shop.
Can my order be changed after it has been placed?
This depends on how you ordered or paid for your goods:
- If you have paid for your goods directly via credit card or instant transfer, a change may no longer be possible.
- In the case of an order with payment in advance or cash on delivery, it is possible to change your order after consultation, provided that the goods have not yet been handed over for shipment. In both cases, please do not hesitate to contact our customer support if you have any queries. If possible, we will be happy to help you.
Is there a minimum order?
There is a minimum order value for orders made via cash on delivery. For these orders the minimum order value is 75,00€.
Furthermore, for orders shipped to England (UK), the minimum order value is now 159€ or 135£.
Is there a maximum amount for orders?
The maximum order value per order is €800.00. For larger orders please contact us by mail or phone.
What do I have to consider when buying tobacco?
We do not sell or deliver tobacco outside Germany. If you purchase hookah tobacco within Germany, you as the purchaser must undergo an age verification for youth protection reasons. For the same reasons, consignments containing tobacco cannot be delivered to a packing station or accepted by persons other than the buyer himself.
When is my order with me?
We usually ship our products immediately after receipt of payment. If there are weekend days in between, a maximum of 2-3 days after receipt of payment. (Exception: In case of high order volume, the processing time may be extended to a maximum of 5 working days).
- The standard delivery time for DHL within Germany is between 1-2 working days,
1-5 days EU-wide and 5-14+ days worldwide.
Which countries do you ship to?
We supply our customers worldwide with the exception of the United States (USA), Belarus and Russia.
With which logistics company is sent?
We ship our goods within Germany via DHL (premium shipping).
Do you deliver to packing stations?
Yes. Simply enter your postal number in the "company name" field and the number of the packing station in the "address" field when you place your order. Please also leave a short note in the comments field. Exception: If the order contains tobacco or other goods that require an age check, delivery to a packing station is not possible for reasons of youth protection. Please note: Since 2018, payment by cash on delivery to packing stations is no longer possible.
Will my package be packed neutrally?
Yes. All shipments are packed neutrally. The sender is PCP-Trading GmbH.
Who can accept my package?
The DHL guidelines apply here. In addition to you as the customer, family members, other members of your household or even direct neighbours can accept parcels. It is also possible to specify a desired location or neighbour to which the delivery can be made.
Exception: Orders containing tobacco or other articles with a restricted sex rating of 18 will only be shipped via DHL. When delivering these items, only you as the designated recipient are entitled to accept the package for reasons of protection of minors.
Do I get a tracking number?
Yes, you will be provided with a tracking ID for your parcel when you receive the shipping confirmation. You can use this ID to check the status of your parcel via DHL shipment tracking. Please note that our parcels are collected in the morning and often do not arrive at the shipping centre until midday.For this reason, the shipment number is often only available from the afternoon onwards.
Note: After completing your order, you will first receive an order confirmation. However, this does not contain a tracking number. In case you have not received a shipping confirmation, please check first if it has been intercepted by your SPAM filter. If this is not the case, please contact our support to obtain your tracking ID.
How much are the shipping costs?
This depends on whether the delivery takes place within Germany, in other EU countries or outside the EU:
- Within Germany: If the order value is less than €29.00, the shipping costs are €5.90 for DHL shipping. Orders over €29.00 are free of shipping costs.
- Special case (only in Germany): Orders paid by cash on delivery are only possible from an order value of min. €75.00. Cash on delivery orders are only possible in combination with shipping via DHL.
- Deliveries outside Germany are exclusively sent via DHL shipping.
To other EU countries: The shipping costs are EU insured shipping €15.00. Orders from €199.00 are free shipping.
- Deliveries outside the EU: We charge €25.00 for deliveries via the worldwide insured shipping.
Is there a possibility of a free shipping?
Yes. In Germany, orders with a minimum order value of €29.00 are free of shipping costs. Delivery to other EU countries is also free of shipping costs if the order value exceeds €199.00.
Can I pick up my goods myself?
Pick-up by the customer can be considered after prior consultation with the PCP-Trading GmbH and after payment via advance payment or with cash payment upon handover of the goods. A photo ID / identity card must be shown when collecting the goods.
Which payment options are available?
We accept payments via instant transfer, cash in advance / bank transfer, cash on delivery as well as common credit cards (Visa, MasterCard).
Can I order by invoice?
No, ordering by invoice is not possible at the moment.
Can I expect additional costs?
If you place an order within Germany, this is not the case unless you order outside Germany. For orders outside Germany to the recipient country, additional charges may apply, e.g.: VAT, import customs charges, account management fees or risk fees.
Why can't I complete the payment process?
In most cases, this is because your order contains tobacco products. If you are under 18 or are placing an order outside Germany that contains tobacco or tobacco substitutes, you will not be able to complete your order.
Can I return an order?
Yes, that is possible.
How much time do I have to return an order?
You have 14 days after receipt of the goods to cancel your order. After revocation, you have 14 days to return the goods to us.
Can I return an opened package?
Yes and no. If you have ordered an item and notice upon receipt of the item that you no longer want it (for example because you do not like the color or a spare part does not fit) you can give it back on condition that it is still unused. In this case, contact our support immediately, so that we can help you. We do not take back perishable goods such as food or tobacco, where the tax seal has already been broken.
Can I return a used article?
No, this possibility does not exist.
What do I have to do to return an order?
If the value of goods exceeds €40.00, please contact our customer support directly. After consultation, you will receive a return note via email with which you can return the product to us free of charge. If the value of the ordered product is less than €40.00, you must return the item to us at your own expense. For each purchase, you will receive a return note together with the invoice, which you must complete and enclose with the goods.
Who pays the return costs?
For returns within Germany, we will pay the shipping costs if the delivered goods do not correspond to the ordered goods. You will receive a DHL return note from us by e-mail. Print it out, fill it in and stick it on the packaged goods ready for dispatch. We will also bear the costs if the goods delivered correspond to the goods ordered but you do not like them (condition: the value of the goods exceeds €40.00, the goods have been paid for in full or in part, the goods are returned within the 14-day period).
The received goods are damaged. What do I have to do to get a replacement?
If you receive damaged or non-functional goods, we require proof of this from you. Send us photos of the damaged goods by e-mail. The deadline in which transport damage must be reported is 5 days. If the complaint is justified, we will refund the value of the goods or send you a replacement delivery at our expense. The return of damaged goods is not necessary.
Did you not find the information you need in our FAQ or on our information pages? Then turn to our trustingly Customer Support! We help you anytime!