FAQ

I have placed an order but haven’t received an order confirmation – is my order accepted?
Please check your e-mail spam filter first.
In case you don’t find your order confirmation here, there is a risk that your order hasn’t been properly registered. Please contact us to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.
Can I make changes to an order I made?
Unfortunately, we cannot make changes to your order or address information once the order has been placed, since our order processes run automatically.
In case you regret the content of your order, you can deny receiving it and it will be returned to our warehouse and refunded.
In case you accidently made an error in the address information, DHL might also return it to us depending on the type of error. In that case, your order will be refunded.
My order seems to be delayed – what should I do?

If you haven’t received your parcel 5 working days after placing your order, it may be due to delays with DHL or our warehouse being unusually busy. Please contact us so we can ensure you receive your parcel as quickly as possible.

Please note: Longer delivery times during certain campaigns, such as sales and Black Friday, may occur.

What is the delivery time?

We deliver in 3-5  business days with DHL after you have placed your order with us.

During holiday or promotional periods (such as Black Friday and Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to significant increases in order volume.

Can I track my delivery?

Yes, once your order has been dispatched, you will receive an e-mail from us containing your invoice and tracking number.

How do I use a discount code?

The discount code is to be entered at check-out before you complete your purchase. There will be a box where you can type in or paste in your discount code. Please be aware that it is case sensitive and there must be no spaces.

My discount code is not working?

Please note that the discount codes are case sensitive and no spacing must be used. If you have received a discount code by e-mail, we recommend you to copy-paste this into the discount code field to avoid typing errors and similar.

Moreover, there may be particular conditions and/or requirements set for your discount code. Check to see if the discount code can be used with the items that you have in your basket. The conditions will be set out in the e-mail you received containing the discount code.

If you are still experiencing problems, please feel free to contact our customer service.

Can I combine several discount codes?

No, it is not possible to combine discount codes. You can only use one discount code per order.

Can discount codes be used on reduced items?

No, unless specifically stated, discount codes cannot be used on reduced items.

I have already completed my purchase – can I use my discount code?

No, unfortunately, you cannot use a discount code if your purchase has already been completed. All the orders are handled as quickly as possible after completion and for this reason it is not possible to use a discount code on an order that has already been completed.

Can I buy a gift certificate for the hummel online shop?

Unfortunately, we are not able to offer gift certificates for use in the hummel online shop. But if you are looking for a present, remember that the recipient is welcome to return it. Just keep the return label and the confirmation of shipment as these will be required for return.

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