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FAQ - Frequently asked questions

How can we help you?

Below you will find answers to the most frequently asked questions. If you can't find the answer you're looking for, simply contact us!

Ordering

How can I pay?

You can find an overview of the possible payment methods here . You will be shown the payment methods available for your purchase during the ordering process.

Where can I find my invoice?

We will send you your invoice by email with the delivery confirmation.

How can I get my order as soon as possible?

All orders with the payment method PayPal, credit card, debit card can be processed by us immediately. Please do not write us a message in the message field such as "please send quickly", so we have to rework the order, which even delays the processing! With the payment method "prepayment" we can only process the order further when the payment has been received in our bank account. As a result, shipping may be delayed accordingly.

Can I modify/cancel my order afterwards?

We can modify or cancel your order as long as it is not yet ready for shipping. After that, no changes are possible. However, your order is typically ready for shipping just a few hours after it is placed. Therefore, please contact us as soon as possible with your request for changes.

VAT refund

If an item is exported to a non-EU country for non-commercial travel (Section 6 (3a) UStg), we can refund the VAT under the following conditions:

The delivery address is within the EU
The invoice address is outside the EU (e.g. Switzerland)
The invoice has been stamped by customs, alternatively the export and customer certificate has been completed and stamped by customs
The documents are sent to us in the original: scubaonline.de, Eisenbahnstr. 39, 74360 Ilsfeld
The total value of the delivery including VAT exceeds 50 euros

If we have received all the original documents in full, we will refund the VAT via the original method of payment.

Returns

Can I send goods back if I don't like them or don't like them?

Of course you can return items if you don't like them or order the right size.

The return steps
Four simple steps - This is how the return
works Your statutory right of withdrawal is unaffected by this, however, the following procedure makes it easier for us to process. < br />
1. Fill out the form - Please fill out the return form included in each shipment so that we can process your return as quickly as possible.
2. Pack the goods - Please send the goods back in the undamaged original packaging and in a suitable shipping box.
3. Please frank the package sufficiently and send it to: scubaonline.de, Eisenbahnstr. 39, 74360 Ilsfeld. Please do not send the goods freight collect, otherwise we will have to deduct the postage incurred from your credit.
4. You get your money back - As soon as we have received the goods, we will check and process them immediately. For the repayment we use the same payment method that you used for the original transaction.

We would like to inform you again that the return costs, according to the cancellation policy, are to be paid by the buyer.

Can I exchange items?

A direct exchange with clearing is not possible. Do you like an article, but would you like it in a different color or size?
No problem: Please send us the unwanted item as a return. You can order the new item as a new order via the online shop. In the online shop you can see immediately whether the item is still available in your desired color and size.

I have received an item that differs from the order. What do I do now?

Should it happen that you have received the wrong product despite our careful quality control, we will of course send you a replacement immediately. Optionally, we will refund the purchase price. Please return the incorrectly delivered item to us with a note on the return slip. We will of course pay the return shipping costs.

Delivery

Has my order already been dispatched?

When your order is packed, you will automatically receive an email with the tracking link and the invoice.

When will my order be shipped?

DHL picks up parcels from us every day. Our logistics are closed at the weekend. Should you still receive an email with a tracking link at the weekend, our colleagues will put in a special shift. The parcels will then be picked up by DHL on Mondays.

Are you sending me package notifications?

You will receive a link with the shipping confirmation, which will forward you to DHL shipment tracking. There you have the option to set notifications. You will receive this by email directly from DHL.

Which countries do you deliver?

You can find a list of the delivery countries that can be selected in the shop at our Versandinformationen .

How much are the shipping costs?

The amount of the shipping costs depends on where the package is to be delivered. As an overview, we have summarized the different shipping costs .

I am not at home during the day, can I have my order sent to a different address?

This is not a problem: You have the option of entering a delivery address or packing station that differs from the billing address during the ordering process. Please note, however, that we unfortunately cannot ship to post office boxes.

I have placed several orders. Can the orders be merged?

We process every order as soon as possible. Orders can be merged as long as they are not yet ready for dispatch or have already been packed.

Payment

How can I pay?

You can find an overview of the possible payment methods here . You will be shown the payment methods available for your purchase during the ordering process.

Where can I find my invoice?

We will send you your invoice by email with the delivery confirmation.

How can I get my order as soon as possible?

Can I fax or email a receipt in advance to speed up delivery?

Of course we understand that you want to receive your package as soon as possible. However, we cannot speed up the shipping process, even if you send us a proof of payment. The goods will be dispatched to our account after payment in advance after receipt of money.

Vouchers

Where can I find gift vouchers?

You can order vouchers from us in the shop here . The voucher will be sent to you by email immediately after payment and you can then print it out.

I forgot to redeem my newsletter voucher?

The voucher cannot be used for orders that have already been executed and cannot be combined with other promotional vouchers.

Customer service

I have a question or a problem. Where can I find help?

Just contact our customer service! You can reach us Monday to Friday from 10 a.m. to 5 p.m. by phone at +49 (0) 7062 6649913. Or simply write us a message at: [email protected]

The data sent will only be processed for the purpose of processing your request. You can find more information in our Privacy Policy

FAQ - Frequently asked questions

How can we help you?

Ordering

Returns

Delivery

Payment

Vouchers

Customer service

Payment & Shipping

Our brands

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