Help and FAQ

ORDER INFORMATION

HOW CAN I ORDER ON FRAUENSCHUH.COM?

Order around the clock, quickly and conveniently in our online shop. Simply pick the appropriate size of your favourite item and click the “Add to cart” button. Once the item has been added to your shopping cart, the “mini shopping cart” will open showing all items which are currently in your shopping cart. You can change the desired selection at any time until your order is submitted. S You can take a look at your shopping cart by clicking on the symbol on the top right. To complete your order, first select “Go to cart” and then “Continue to checkout”.

Your order will generally be delivered within two to four days via DHL or UPS.

TELEPHONE ORDERS

In order to offer you a comprehensive service, you now also have the option, in addition to ordering online, of submitting your order over the phone.
Our customer service team will be happy to help you with your order.
Telephone: 0043 5356 64288 18
Monday to Friday 8:00 AM to 6:00 PM

HOW CAN I CANCEL MY ORDER?

If you want to cancel your order, or part of it, simply send us an email with your request to eshop@frauenschuh.com. Please ensure that this contains your order number - we will take care of everything else as quickly as possible.

DO I NEED TO SET UP A CUSTOMER ACCOUNT AT FRAUENSCHUH.COM?

You can buy on Frauenschuh.com without a customer account. During the checkout process, you can either order as a guest or create a customer account if desired. If you want, you also have the option of creating a customer account at the end of the ordering process. Once you have entered your address details and the delivery and payment methods, you can confirm your order.

If you create a customer account with us, you benefit from the following advantages:
• You can view purchases you have previously made.
• You can add items to a wishlist
• You can edit all details of your customer account, your address details, and your email settings at any time.
• You can view the status of your order
• You can track the history of your order
• All invoices for orders are saved.
• You can change your password.
• You can subscribe to and unsubscribe from the newsletter.

HOW CAN I CHECK THE STATUS OF MY ORDER?

After completing your order, you will receive an order confirmation by EMAIL. In this email, you will find a link under which you can check the current status of your order. As a registered customer, you have the option of checking the current status of your order under “My orders” in your “Customer account”.

HOW DO I KNOW THAT FRAUENSCHUH HAS RECEIVED MY ORDER?

A few minutes after receipt of your order, you will receive an order confirmation from Frauenschuh by email.
If this is not the case, then it should be assumed that a transmission error has occurred in inputting the data or payment. In this case, please try again or contact us over the phone on: 0043 (0) 5356 64288 18 from Monday to Friday 8:00 AM to 6:00 PM.

DELIVERY & SHIPPING COSTS

Items are shipped exclusively through our logistics partners DHL and UPS. All FRAUENSCHUH.com deliveries are insured against theft and damages. The insurance shall lapse upon written confirmation of receipt when goods are delivered by our service partner.

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED AND HOW MUCH ARE THE SHIPPING COSTS?

Shipping is free for a short time now. The shipping methods and delivery costs which are available in the delivery country which you have selected can be found in the table below:

Delivery CountriesShipping
Standard
Shipping
Express
Cash on deliveryBack pickupdelivery time
Austria EURO 0,00 EURO 10,00 Shipping + EURO 4,00 EURO 0,00 1 work day
Germany EURO 0,00 EURO 20,00 Shipping + EURO 4,00 EURO 0,00 1 work day
Belgium EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 2-3 work days
Bulgaria EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Denmark EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Finland EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
France EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Greek EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Great Britain EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Ireland EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Italy EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Latvia EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Lithuania EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Luxembourg EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Malta

EURO 0,00

EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Netherlands EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Poland EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Portugal EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Romania EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Sweden EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Slovakia EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Slovenia EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Spain EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Czech Republic EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Hungary EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Cyprus EURO 0,00 EURO 20,00 Shipping + EURO 4,00 responsible 3-4 work days
Switzerland EURO 0,00 EURO 30,00 Shipping + EURO 4,00 responsible 3-4 work days

 

 

HOW CAN I CHECK THE STATUS OF MY DELIVERY?

You will be informed by email as soon as our logistics partner collects your shipment from us. This email contains your parcel tracking number. You can use the link provided to check the status of your parcel, schedule the time of your delivery, or change and track the delivery address.

www.dhl.com
www.ups.com

CAN MY PARCEL ALSO BE DELIVERED TO AN ACCESS POINT?
If your desired shipping service provider is able to offer an access point, then we are happy to have your order delivered to an access point.

CAN I ALSO COLLECT MY ORDER?
If you are in Kitzbühel or are planning to come to Kitzbühel, then you have the option of collecting your order from the Frauenschuh store. Please note that we are not able to offer an exchange of goods. If you want to return or exchange an item, please get in touch over the phone on: 0043 (0) 5356 64288 – 18

WHAT INTERNATIONAL SHIPPING OPTIONS ARE OFFERED ON FRAUENSCHUH.COM?

Delivery within the European Union:

No additional tax or customs are payable on goods which are shipped within the European Union. The item prices and shipping costs include the applicable value added tax and are therefore given as gross prices.

The following countries are part of the EU:
Germany, Austria, the UK, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, the Czech Republic, Hungary, Cyprus (southern part).

Delivery outside the European Union.

For orders in a non-European country, the prices are shown excluding customs and tax. Applicable import-turnover tax and any customs duties which must be paid are calculated by your local customs office and will then be invoiced to you by the appropriate service provider (UPS or DHL).

We are not able to accurately estimate these costs. You should therefore get in touch with the appropriate customs authority. Please note: if you do not pay the applicable import-turnover tax and any customs duties which must be paid, then Frauenschuh reserves the right to invoice your for the additional costs incurred as a result.

IS SHIPPING TO THE USA POSSIBLE?
Unfortunately, shipping to the USA is currently not possible.

CUSTOMS AND TAX
If the goods are to be delivered to a non-EU country, you only pay the NET PRICE to FRAUENSCHUH.com. Once you have entered your shipping details, you will see the prices excluding the Austrian value added tax. Please note that we bear the costs for door-to-door transport, insurance of goods, and any costs for the accompanying papers. The applicable import-turnover tax and any customs duties which must be paid are invoiced separately by the delivery company (UPS or DHL). Please note that no customs duties or import-turnover tax will be reimbursed in the event of a return.
The shipping costs are displayed clearly once again in your shopping cart and order confirmation.

PAYMENT METHODS

WHAT PAYMENT METHODS DOES FRAUENSCHUH.COM OFFER?

We offer 5 different payment methods: credit card, PayPal, direct debit (SEPA), prepayment, and cash on delivery. Regardless of how you pay, we protect your bank details with an SSL connection.

CURRENCY:

Prices are always stated in EUROS including statutory VAT. The rate and amount of VAT are both indicated in the invoice.

PREPAYMENT (ADVANCE TRANSFER)
You can transfer the order sum to our account within four days.

Austria/ Germany
Acc. no.: 143 172 449
IBAN: AT 6916 4300 0143 172 449
BIC: BTVAAT22
Sort code: 16430
Bank: BTV

Switzerland
Acc. no.: 143 172 449
IBAN: CH920 8525 000S A310 43AA
BIC: BTVACH22
Bank: BTV Swiss

Please note that your order will be cancelled automatically if we do not receive full payment
within 5 days for domestic bank transfers.
within 7 days for foreign bank transfers.

INSTANT TRANSFER

With INSTANT transfer, you can conveniently transfer the appropriate sum from your online bank account whilst placing your order. Frauenschuh Bekleidungs GmbH receives a real-time confirmation when the INSTANT transfer is complete. Your order can therefore be processed immediately.

CREDIT CARD
You can pay by MasterCard, Visa, or American Express. The credit card details are transferred in a secure, Wirecard CEE payment window.

Our payment system participates in the "Verified by Visa" or "MasterCard Secure" 3D security programme. These are special security procedures developed by the credit card-issuing banks, which check whether the lawful card holder and the lawful online traders are currently participating in a transaction.

If this security parameter is provided by your credit card, an additional query screen from your bank in which you must confirm the transaction by entering your "Security Code" appears upon completing payment. The transaction can only proceed if the correct password is entered.

More information on security procedures is available here:
“Verified by Visa” or “Mastercard Secure”

Credit from returns will always be charged back to the credit card account used for the purchase.

PAYMENT BY CASH ON DELIVERY
With this payment method, payment is made upon delivery of the goods to your specified location.
Cash on delivery fees:
Austria 4.00 Euros
Germany 4.00 Euros

PAYMENT BY PAYPAL
Select “PayPal” in the “Payment method” step of the order. You will automatically be forwarded to PayPal. If you are already a PayPal customer, you can login there with your user details and confirm the payment. If you do not yet have a PayPal account, you can open a PayPal account and then confirm the payment. Credit from returns will always be charged back to the PayPal account used for the purchase.

PAYMENT BY PAYPAL EXPRESS
Orders using the PayPal Express purchasing process allow the ordering process to be shortened. No ALTERNATE customer account is required, the details you have saved in your PayPal account are used as the address.

RETURNS & EXCHANGES

All items purchased from FRAUENSCHUH.COM can be returned or exchanged. If you would like to exercise your right to return goods, please ensure the following:
• Items must be returned within 14 days of delivery
• All return items must be unworn, unwashed and in perfect condition.
• Labels must not be removed.
• Returns must be made in one shipment. If several items are to be returned, therefore, these must be returned to Frauenschuh.com in one single shipment.
• Free returns (Austria, Germany) can only be made through the shipping provider that delivered the order. If returns are not made through the stated shipping provider, then the purchaser shall be responsible for costs and risks.
• Returns from all other EU countries must be paid for by the purchaser themselves. The returns slip must always be filled out carefully and returned with the item of clothing. You will receive this form with your order.
We can only accept returns that comply with all aforementioned terms. Please note: in the event of a return, the invoice amount excluding shipping costs will be refunded to you.

Once we have received your return and the sum has been refunded to your credit card or account, you will receive a credit note by email stating the refund amount. Please allow 10 to 14 days from receiving your returns for a full refund of the purchase price.

The time that it takes for you to receive this refund depends on each individual credit card provider. However this normally takes place within two credit card statements. If the recipient indicated in the order is not the purchaser of the goods, the debit amount is always reimbursed to the purchaser and the card and/or account holder. Please note that we can only accept returns from the corresponding delivery country. For example, if the delivery was sent to Germany, the returns can only be sent from Germany. Please also note that shipping costs for returns will not be reimbursed. If you would like to exchange an item, please make a note of this on the attached return note or get in touch with us.

EXCHANGE CONDITIONS

The right to exchange only applies to unworn, unwashed items which are in perfect condition and from which the labels have not been removed.
Returns must be made in one shipment. We reserve the right to reject multiple returns at different times from the same order
The shipment is returned using the same shipping provider which delivered the parcel (DHL or UPS)
We can only accept returns from the corresponding delivery country. For example, if the delivery was sent to Austria, the returns can only be sent from Austria. We regret that the exchange is otherwise not free of charge; the import and delivery costs are borne by the purchaser
Personalised or custom-made items cannot be exchanged.
Further information about the right to exchange can be found in our Terms and Conditions.

An exchange is generally processed as soon as we have received the return shipment. Further information about returns and exchanges can be found in our Terms and Conditions.
For more information, or if you have further questions, please contact us at eshop@frauenschuh.com or call us on 0043 5356 64288 18, Monday to Friday, 8:00 AM to 6:00 PM CET (excluding public holidays).

HOW CAN I RETURN AN ITEM (Austria / Germany)

The same shipping provider which delivered the parcel is used for the return.

Should an item fail to meet your expectations or if it doesn’t fit, you can, of course, return the goods worry-free within 14 working days at our expense.
You can conveniently print your return note yourself. In order to process returns as quickly and conveniently as possible, we recommend that you use the DHL or UPS returns portal for this.

What do you need to do for this?

1. Click on the “Go to the DHL returns portal” button. You will be forwarded to the external DHL site.
2. Fill in the fields of the DHL form and click on “Continue”.
3. On the next page, you can print out the return label by clicking on “Open and print PDF”.
4. Attach the printed label to your parcel and take it to the nearest post office or Packstation.

Please note: the return label is only valid for your current return to Frauenschuh.

A corresponding returns form is enclosed in your order; please complete it and send it back to us with your returns.
The detailed conditions for returning your order can be found in our Terms and Conditions (T&Cs).
Please use the returns label enclosed in your parcel for returns. By doing so, FRAUENSCHUH.com pays the shipping and insurance costs of your returns. Detailed return instructions are always enclosed with your order.

For collection of returns, please contact UPS on the following service number

Germany:
Service number: 01806 88 26 63

Austria:
Service number: 0159 91 42 030

Availability:
Monday-Friday 7:00 AM to 8:00 PM, Saturday 8:00 AM to 4:00 PM

For collection of returns, please contact DHL on the following service number

Germany:
Service number: 0228 43 33 112

Availability:
Monday-Friday 8:00 AM to 6:00 PM, Saturday: 8:00 AM to 2:00 PM

Austria:
Service number: 01 253 53 55

Availability:
Monday-Saturday: 7:00 AM to 8:00 PM

RETURNS FOR ALL OTHER COUNTRIES
No returns label is provided for returns from all other EU countries. Please send the goods to us using a shipping method of your choice, ensuring that they reach us within the stated deadline of 14 days from delivery. Send the parcel to the following address: Frauenschuh Bekleidungs GmbH, Josef-Pirchlstr-50,6370 Kitzbühel.

WHEN WILL MY ORDER NOT BE ACCEPTED?
Please note that Frauenschuh can only provide refunds for unworn, unwashed items which are in perfect condition and from which the labels have not been removed. If the item shows signs of use, acceptance of the item may be declined.

MONEY – REIMBURSEMENT

WHEN AND HOW WILL I GET MY MONEY BACK?
Once your return reaches us and the item is checked, we will refund the corresponding amount to you within a few days. The corresponding amount (excluding shipping costs) will be refunded to your listed account – please note, however, that a refund to your credit card may take longer than a bank transfer. We regret that we are unable to affect the speed of refunds, these are dictated by the respective banks.

I HAVE FORGOTTEN MY PASSWORD?
If you have forgotten your password, please follow this LINK. After entering your email address, you will receive an email with a link to reset your password.

SIZE GUIDE

Our size guide, which you can find on the detailed product page under size tip for the appropriate item, helps you to choose your size. Here, you can see at a glance how the various sizes stack up.
For each item, we let you know whether the sizing corresponds exactly or whether you are better off getting one size larger or smaller.
For more information, or if you have further questions, please contact our customer service team at eshop@frauenschuh.com or call us on 0043 5356 64288 18, Monday to Friday, 8:00 AM to 6:00 PM CET (excluding public holidays).

HOW CAN I LEARN MORE ABOUT FRAUENSCHUH.COM?
In order to find out about the latest news and events, simply subscribe to the newsletter. You can find the relevant field at the bottom of our homepage. You can follow Frauenschuh.com on Instagram, Facebook, and Pinterest.

CUSTOMER SERVICE

HOW CAN I GET IN TOUCH WITH FRAUENSCHUH.COM:
You can reach us by email at eshop@frauenschuh.com or by telephone on 0043 5356 64288 18
We are at your disposal Monday to Friday from 8:00 AM to 6:00 PM (excluding public holidays).