we ship orders using dhl germany, ups and fedex depending on your delivery destination and carrier of choice.
we deliver to almost every country in the world with one of our carriers. please see the reference below for the exact cost and delivery duration.
public holidays: please note that on public holidays our warehouse is closed and all carriers cease their operation. a list of german public holidays can be found here.
please ensure that all information is correct when providing your shipping information during checkout. we may be required to contact you if there is any incorrect and/or missing information, which may cause delays in shipping your order. delays may also occur due to pending payment verifications, customs clearance, and weather conditions.
once your order has left our warehouse, we will send your tracking information via e-mail and/or sms. you can also seamlessly track your order via your customer account. please contact us if you did not receive tracking information or if something is wrong with tracking.
we send all orders ddu, meaning no duties are paid for by us. you are responsible for all import taxes & duties, as well as brokerage fees by the carrier. please inform yourself about those fees before making an order.
if an order is undeliverable due to unpaid customs & duties fees, a.plus will deduct any additional cost imposed (such as customs & duties, return shipping fees) from your refund
your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. you are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific destination or region.
we accept returns and exchanges for 30 days from the day at which you received your parcel. all returned products must be in new/original and resalable condition with all tags and the original packaging intact.
please use our returns platform below to return the item. it will make returning a breeze.
within germany we offer free returns. you will find a pre-paid returns label in your package or contact us to have one sent over. for all other countries you can either send the item back on your own cost with the carrier of your choice or print a pre-paid label via our returns center. the cost will be deducted from your refund.
please note that we do not offer refunds of shipping cost for delivery outside of germany.
you must make sure the package is securely packed and that the items will not be damaged during the return. please note when returning footwear that the shoebox is part of the product. if it is damaged during transport, we might not be able to accept the return. the product is your responsibility until it is accepted into our warehouse.
if the item you received was defective, missing or incorrect, please contact our customer service so we can resolve the issue to your satisfaction. please include your order number, photographs of the item(s) and a description of the defect when contacting us for a swift support.
to return an order, please use the free return label included in your package if you are from germany. for all other countries, please send the order back at your own expense to:
CTBI Trading GmbH
Wendenstrasse 255
20537 Hamburg
Germany
please make sure to properly pack the order so it does not get damaged on the way to us. please do not use the shoe box as a shipping box but double box it so it does not get damaged. thank you.
we offer several of the most common payment methods to make your online purchase a breeze. all payments are processed in euros and are based on the exchange rate at the moment of the order.
we accept all major credit cards including visa, mastercard and american express.
we accept papal payments for all registered paypal customers. for more information on how paypal works please visit paypal.com.
we accept apple pay payments for all users with the payment method enabled. for more information on how apple pay works please visit www.apple.com/apple-pay/.
we accept google pay payments for all users with the payment method enabled. for more information on how google pay works please visit www.google.com/pay/.
for most european customers we offer payment via sofort by klarna. it is a quick and easy payment method. you only need your online banking credentials.
we take payment and data security very seriously. our checkout is secured by shopify with state of the art technology. at no point will we have access to your card data and/or paypal or bank account. all payment data is encrypted and not stored on our servers.
we reserve the right to request and obtain credit card information from customers to ensure and verify that payments made are legitimate. if the customer does not provide the information we reserve the right to cancel transactions or orders as well as suspend the customers account. we will never ask for full credit card data or any passwords.
foreign transaction fees might be charged by your card issuing bank once the payment is settled. a.plus has no control over these fees and cannot be held liable for them. for further details please get in contact with your bank.
all refunds are being credited to the original payment method. we cannot refund to a different card or paypal account. the processing of the refund can take additional time depending on the payment method and the bank.
please feel free do drop us a line here or call our customer service:
+49 (0) 40 38 6996 20 (mo-sa: 11:00 am - 7:00 pm)
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