FAQ

RETURN AND REFUND

  1. HOW CAN I RETURN AN ITEM?
    Ordered goods can be returned to us within 31 days. Please include the completed return slip in the package to expedite the processing. For more information on returns, click here.
    Goods ordered online can also be returned to our stores.
    For an exchange in-store, the respective item must be available at the time of exchange.

  2. THE ITEM IS DEFECTIVE OR INCOMPLETE?
    You can certainly return incomplete or damaged goods to us. To expedite your complaint, please contact our customer service by phone or email.
    Please have your order number ready and briefly describe the defect or missing item. Our service representatives will then explain the further process.

  3. HOW LONG CAN I RETURN ITEMS?
    Ordered goods can be returned within 31 days of receipt. You can choose a shipping service provider for the return.

    Please send returns to the following address:
    ASMC GmbH
    Returns Department
    Gewerbepark Klinkenthal 55
    66578 Schiffweiler
    GERMANY

  4. HOW LONG DOES IT TAKE TO RECEIVE A REFUND AFTER A RETURN?
    After receiving and inspecting your return, a credit will be issued and processed for payment. Please note that it may take up to 2 weeks for the credit amount to appear in your account.

  5. YOU DID NOT RECEIVE A RETURN SLIP?
    If you did not receive a return slip with your delivery, please request one from our customer service (info@asmc.com) with your order number.

  6. CAN MULTIPLE ITEMS FROM AN ORDER BE RETURNED?
    You can certainly return multiple items from an order. Please include the respective return slips for each item so that we can promptly process your order.

  7. CAN I EXCHANGE ITEMS THAT DO NOT FIT?
    We do not offer exchanges as a policy. However, you can return the items in question and place a new order afterwards. We will credit the value of the returned items within 14 days of receiving the return and process your new order promptly.

  8. YOU RECEIVED THE WRONG ITEM?
    We apologize for this. Please contact our customer service at info@asmc.com immediately. Our service representatives will endeavor to find a timely solution to the problem.

ORDERS

  1. HOW CAN I PLACE AN ORDER?
    To place an order, you have several options: use your customer account or simply place your order by phone through our service center.
    Alternatively, you can also submit your order by mail or fax.
    If you have any questions about the ordering process, you can contact our customer service at any time.

  2. IS THERE A MINIMUM ORDER VALUE?
    The minimum order value is €15. Shipping costs are excluded.

  3. DO YOU OFFER GIFT VOUCHERS?
    Unfortunately, we currently do not offer vouchers in our online shop. However, you can purchase various vouchers in our stores. Please note that these can only be redeemed in our local stores.

  4. DO YOU PROVIDE DISCOUNTS FOR LARGE ORDERS?
    We do not operate wholesale and therefore cannot offer discounted trading conditions.

  5. DO YOU OFFER SPECIAL DISCOUNTS FOR AUTHORITIES?
    Send us your request! We are happy to review your request and will contact you promptly.

    Feel free to contact us by phone or email.
    0800 – 27 62 33 02
    behoerde@asmc.de

  6. HOW CAN I CHANGE OR CANCEL AN ORDER?
    Please contact our customer center if you wish to change or cancel an open order. We will gladly check the processing status and adjust the order according to your wishes if possible.
    Please understand that depending on the payment method, we may not be able to make changes.

SHIPPING AND DELIVERY

  1. CAN I CHANGE MY ADDRESS AFTERWARDS?
    You can generally change the delivery address as long as your order has not yet been shipped. Once it has left our warehouse, changing the delivery address is no longer possible.

  2. HOW DO I RECEIVE THE TRACKING NUMBER FOR MY ORDER?
    Once your package has left our warehouse, you will receive an email with the shipping confirmation and all important information regarding your delivery. This email will also include your personal tracking number, which you can use to track the status of your package.

  3. WHAT ARE THE SHIPPING COSTS?
    You can view detailed information on shipping costs here.

  4. WHAT SHOULD I DO IF THE PACKAGE IS DAMAGED AT THE TIME OF DELIVERY?
    Please inspect the contents of the package before accepting it in such cases! Refuse acceptance of the delivery if you find that part of the order is missing or damaged.
    Immediately inform our customer service that you have refused delivery of your order due to a defect. Once we receive the return and verify the contents, we will repack the items you ordered and send them to you again.

    If you notice the damage after accepting the package, please contact us immediately.

  5. HOW LONG DOES IT TAKE FOR MY PACKAGE TO ARRIVE?
    Once your package has left our warehouse, it usually arrives within the next 2-3 business days within Germany. The delivery time may vary for international shipments.

PAYMENT

  1. WHAT PAYMENT METHODS ARE AVAILABLE?
    We offer the following payment methods:
    • Invoice
    • Credit card (VISA, MasterCard, American Express)
    • PayPal
    • Direct debit
    • Sofortüberweisung
    • iDEAL
    • Amazon Payments

    For more information, please visit our website.

  2. CAN I PAY BY INSTALLMENTS?
    Unfortunately, we do not offer payment by installments at this time.

  3. ARE MY PAYMENT DETAILS SECURE?
    To protect your data, we use the secure SSL encryption method. This ensures that your payment information is transmitted securely during the ordering process.

  4. IS IT POSSIBLE TO ORDER ON ACCOUNT?
    Yes, we offer the option to pay by invoice. Please note that the invoice amount must be paid within 14 days of receiving the goods.