FAQ - Frequently asked questions

1.) Is there a minimum spend?

There is no minimum order value in the FALKE online shop.

2.) Which payment methods are available to me in the FALKE online shop?

  • Germany
  • Payment by invoice
  • Payment by credit card
  • Payment via Paypal
  • Instant transfer
  • Amazon Payments
  • Austria
  • Payment by invoice
  • Payment by credit card
  • Payment via Paypal
  • Netherlands
  • Payment by credit card
  • Payment via Paypal
  • iDeal
  • France, Switzerland, England
  • Payment by credit card
  • Payment via Paypal
  • All other EU countries:
  • Payment by credit card

3.) How can I return items?

As a consumer, you have a legal right of withdrawal. You are entitled to cancel your order within 14 days of receiving the goods. In this case, please return the goods as follows: Simply go to www.falke.com (>Online returns) and print out your free returns label. Stick the label on the parcel and take it to a post office of your choice. If you have any questions, you can contact our Customer Service team at any time: 00800 22033022/online@falke.com.

4.) How can I contact the FALKE online shop?

If you have any questions relating specifically to the FALKE online shop, please contact us at the following addresses:
E-Mail: online@falke.com
Postal address: FALKE Online-Shop, FALKE KGaA, Oststraße 5, 57392 Schmallenberg, Germany
You can call our hotline from Monday to Friday between 8 a.m. and 6 p.m. FALKE SHOP hotline: 00 800 220 330 22
We look forward to hearing from you! If you have any questions, comments, suggestions or feedback, please e-mail us at the following address:
E-Mail: online@falke.com

5.) Can I change my order's delivery address?

Changes to the delivery address can only be made before the order is paid for and/or shipped. If you have any questions about address changes, please e-mail our Customer Service team at online@falke.com or call 00 800 220 330 22.

6.) When can I expect my order to be delivered?

The FALKE online shop requires 3-5 days for delivery, providing the order is received on a weekday (Monday - Friday by 2 p.m.). The FALKE online shop will e-mail you to confirm receipt of your order and to notify you that your order has been processed successfully.

7.) Which service provider will be used to ship my order?

Orders are shipped by DHL unless the delivery address is in Switzerland, in which case it will be DPD.

8.) Will I receive a shipping confirmation?

A shipping confirmation will be sent to the e-mail address provided as soon as your order has been forwarded to DHL (Switzerland: DPD). This e-mail will contain a parcel tracking number so that you can track the exact location of your parcel. Please note that it can take up to 48 hours to process the parcel tracking number on weekdays. You won't be able to track your parcel until this number has been processed.

9.) What happens if I'm not at home to receive the delivery?

If you are not there to receive your order on the first delivery attempt, a second delivery attempt may be made or your parcel will be stored at a post office/depot. Either way, you will be notified that an attempt was made to deliver your parcel and you will receive information on how to proceed.

10.) What should I do if my order is incomplete or if I have received an incorrect item?

If an item listed on the delivery slip does not appear in the parcel or you have received an incorrect item, please e-mail our Customer Service team immediately at online@falke.com or call 00 800 220 330 22.

11.) What should I do if my order has been damaged in transit or if there are technical problems?

If you notice when you receive your order that it has been damaged in transit, please make a note of this on the respective shipping documents and have the delivery company sign for this. If you don't notice the damage until later, please contact us and describe the extent of the damage in as much detail as possible.

12.) What if I don't like an item?

If you wish to cancel your order, simply return the item to us along with the returns form provided by Customer Service.

13.) Can I exchange the item I ordered?

Unfortunately, we cannot exchange items for a different size, colour or model. Of course, you are welcome to place a new order if the item you would prefer is still available. Any returns will then be deducted from your new order.

14.) When and how will I receive an invoice?

Invoices are automatically sent to the e-mail address you provided.

15.) Will I receive acknowledgement of receipt for any returns?

As soon as we have received and thoroughly inspected your returns, we will send an e-mail to the e-mail address you provided. The relevant amount will be refunded as quickly as possible.