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Kundenservice » FAQ

FAQ

QUESTIONS ABOUT ORDER AND PAYMENT

 

The product I want is no longer available, can I still order it?

In this case, an order is unfortunately not possible. Certain classics are produced again at regular intervals. For these products, we can notify you as soon as they are available online again. To do this, open the field "Your size is not showned?" and fill out the form and click on the "Register" button.

 

Which payment methods do you offer?

PayPal Payment

PayPal is an online payment service that allows you to pay online easily, quickly and securely. All you need is a PayPal account, which works like an online bank account. Registration is free. You only have to enter your data there once and you can shop securely at any online shop that offers PayPal without having to re-enter or pass on your data every time. 


Payment process
To pay with PayPal, select the PayPal payment option during the ordering process. After confirming the order, you will be guided quickly through the payment process without having to enter any further data. Once you have completed this process, your order will continue to be processed. Your order will be processed as soon as you have made the payment. 

 

Credit Cards

You can conveniently pay with the credit cards VISA or Mastercard. Credit card transactions are processed by our certified payment provider computop.

 

If you pay with Visa or Mastercard, a form from your credit card company may appear in the next step. In this case, your card uses a 3D security procedure (Verified by Visa or Mastercard SecureCode). Please authorize the payment in the appropriate form. Only then will you get to the confirmation page and your order can be processed further.

 

Instant bank transfer

Instant bank transfer is one of the simplest and most secure online payment services with TÜV-certified data protection. The transfer takes place in real time and is therefore faster than prepayment. You don't have to register, top up an interim account or enter your credit card details. All you need is an online bank account. Instant bank transfer is a free service and there are no transaction costs.

 

Payment process
Select Instant bank transfer as the payment method during the ordering process.

 

After you have confirmed the order, you can log in with your account number and bank code and confirm your payment with PIN and TAN. As soon as the amount has been credited to our account, your order will be processed and shipped immediately. 

 

Prepayment/Bank Transfer

If you decide to pay in advance/bank transfer, you can transfer the order amount to our bank account. As soon as we have received the full amount, your order will be processed and shipped immediately. 


Payment process


Select prepayment as the payment method during the ordering process. After you have confirmed the order, you will receive further information about the payment by email. Then simply transfer the outstanding amount of the order to our bank account. Please make sure that you transfer the amount "free of charge for the recipient". Please state your order number and the name under which the order was placed on the transfer receipt to ensure quick processing (e.g. John Doe 1234). We also ask you to provide this data for e-banking orders. As soon as the amount arrives in our account, we can continue to process your order. Please note that it may take 4-5 business days for us to receive your payment due to the transfer paths between the banks. 

You can find our bank details here:

 

Bank Austria AG
Steinbock Mode GmbH

Steinbockallee 13

6063 Rum

Austria

 

Recipient: Steinbock Mode GmbH

IBAN: AT041200000435080700

SIFT/BIC: BKAUATWW

 

Please note that our bank calculates in euros. In some countries there may be additional costs if the transfer is made in a different currency or to a different country. Please make transfers free of charge for the recipient.

 

When will my credit card be charged?

Your credit card will be charged with the order. If you return the goods, we will credit the amount back to your credit card.

 

I made a mistake when ordering. What should I do?

Please contact our Support Team immediately via email or by phone during our business hours. Depending on the order status, we can make changes to your order. If the desired change is still possible, you will receive a confirmation by e-mai.

 

How can I get an order confirmation?

After your order, an order confirmation will be sent automatically by e-mail. However, it can happen that this e-mail accidentally ends up in the spam folder or cannot be delivered for other reasons. If you have not received an order confirmation, please contact our Support Team. You will then receive a manually issued confirmation from us.

 

How do I get my bill?

Your invoice will be sent at the same time as the shipping confirmation via e-mail.

 

Which countries do you ship to?

We currently ship to the following countries:

Austria, Germany, Slovenia, Hungary, Belgium, Luxembourg, Netherlands, Denmark, Poland, Slovakia, Czech Republic, Bulgaria, France, Italy, Croatia, Romania, Finland, Sweden, Estonia, Latvia, Lithuania, Portugal, Spain, Monaco, Ireland, Switzerland, Lichtenstein, Norway, Iceland, Serbia and the USA.

 

How much are the shipping costs?

The shipping costs and the delivery time in working days can be found in the following table:


 

Land

Laufzeit Werktage

Versandkosten

Austria

1

GRATIS

Belgium

2

15,00 €

Bulgaria

3

20,00 €

Denmark

2

15,00 €

Germany

2

9,00 €

Estonia

4-5

30,00 €

Finland

4-6

25,00 €

France

2-3

20,00 €

Ireland

4

30,00 €

Iceland

3-4

30,00 €

Italy

2-3

20,00 €

Croatia

2-3

20,00 €

Latvia

4-5

30,00 €

Lichtenstein

3-4

20,00 €

Lithuania

4-5

30,00 €

Luxembourg

2

15,00 €

Monaco

2-3

20,00 €

Netherlands

2

15,00 €

Norway

3-4

30,00 €

Poland

3

15,00 €

Portugal

4-6

30,00 €

Romania

2

20,00 €

Sweden

3-5

25,00 €

Swiss

3-4

20,00 €

Serbia

4-8

30,00 €

Slowakia

2

15,00 €

Slowenia

2

12,00 €

Spain

4-6

30,00 €

Czech Republic

2

15,00 €

Hungary

2

12,00 €

USA

7-9

40,00 €

 

 

Do I have to pay customs duties for imports into non-European Union countries?

For orders outside of the European Union you have to bear the costs for customs and, if applicable, taxes or handling fees of the respective country. Please check here for your country's local regulations.
Outside of Europe we ship without Austrian VAT.

 

How long does it take for the ordered goods to be shipped?

Your order will be handed over to our shipping service provider within 2-3 working days. If problems arise due to the availability of goods or unclear information, we will contact you. These cases can lead to a longer processing time. Deliveries outside the European Union may experience customs delays. Therefore, please expect a longer delivery time.

 

With which shipping service provider do you ship?

We ship our packages within the European Union with GLS.
All other countries are sent via Austrian Post.

 

How can I return or exchange something?

We enclose a stamped return label* and a return slip with every package. With this parcel sticker you can send the parcel back to us free of charge at the nearest GLS Packstation. If you do not have a return label, you are welcome to request a new one from our customer service shop@steinbock.at. Please be sure to include your order and customer number here to avoid delays.

Also enclose the return slip with the return to ensure smooth and fast processing.

Please note: Do not send the goods freight collect or without a return label from us. This results in higher costs. Otherwise we will have to charge for the resulting fees. The return of the goods and the processing can take up to 3 weeks.

All countries outside the European Union are excluded from free returns.
Please contact our customer service to register the return. All further steps will then be initiated or you will be informed.

* Unfortunately, GLS does not yet offer any parcel shops in the following countries, so please contact our customer service shop@steinbock.at.
   We will organize a collection of the package for you.
   Bulgaria, Finland, Croatia, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Czech Republic, Hungary, Estonia, Italy, France, Spain, Latvia, Lithuania, Monaco and Sweden.

 

What can I do if the refund amount is incorrec?

If we have supposedly refunded an incorrect amount, please contact our custome service. Please state the following: relevant order number, any invoice reference number and your name. In this way you can help us to find an uncomplicated solution as quickly as possible.

 

 

QUESTIONS ABOUT THE OPERATION OF THE WEBSITE

 

Why can't I put the desired product in the shopping cart?

Make sure you have selected size and color. You can recognize this by the red border. Sizes and colors that are not shown are currently not in stock and cannot be ordered.
We strive to keep our website up to date with the latest technology. If you have problems with the website, please make sure that you are using an up-to-date Internet browser that accepts JavaScript and cookies.

 

How can I delete the shopping cart?

Click on the shopping cart icon in the right corner and click "–" (minus) to set the number of products to 0. The products are then automatically deleted from your shopping cart.

 

I received a voucher code, where should I redeem it?

Enter the voucher code in the "Discount Code" field on the right when completing the purchase and press "Apply". The discounted amount is then automatically displayed. Please note that you can only redeem vouchers that are specifically designed for the Internet shop.

 

I have sent a customer request via e-mail, but have not yet received an answer.

We endeavor to process your inquiries on working days (Mon-Fri) within 24 - 72 hours if possible. If you have not received an answer, please also check your spam filter. At GMX you will find the corresponding item under "Suspected spam". In the Web.de mailbox, for example, under "Spam" or "Unknown".

 

Which internet browser should I use?

Please use a current browser that accepts JavaScript and cookies. We recommend Mozilla Firefox or Google Chrome.

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