Frequently Asked Questions about Ordering, Delivery & Returns
Here you will find answers to the most frequently asked questions about your purchase at Hallerstede.
From ordering and delivery to returns and payment, as well as personal consultation. This gives you quick access to the most important information, so you can shop with confidence and clarity.
Shipping within Germany is expected to take 2–4 business days.
Shipping costs within Germany are €4.90. For orders over €80, we offer free shipping.
Within Germany, shipping is free for orders over €80. We offer free shipping to Austria and EU countries for orders over €200. For Switzerland, Norway, and the United Kingdom, we provide free shipping for orders over €250.
Yes, delivery to a DHL Packstation is possible. The Packstation can be selected as the delivery address during the ordering process.
Yes, DHL Express is available within Germany. The costs depend on the weight of the order. If the order is placed by 1:30 PM, delivery is expected on the next working day. Delivery by express to Packstations or post offices is not possible.
Yes, Hallerstede also delivers to Austria, other EU countries, as well as to Switzerland, Norway, and Great Britain.
The delivery time to Austria and other EU countries is expected to be 4–6 working days.
Shipping to Austria costs €10.95. For orders over €200, shipping to Austria is free. Shipping to other EU countries costs €15. For orders over €200, shipping to EU countries is free.
Yes, Hallerstede also delivers to Switzerland, Norway, and Great Britain. The shipping costs are 20 €. Shipping is free for orders over 250 €. Please note that additional costs may arise due to VAT and customs duties.
Yes, as soon as your order has been handed over to DHL, you will receive a shipping confirmation with a tracking number.
Hallerstede offers a 30-day return policy.
The return can be registered via the returns portal. For this, the order number and the email address used to place the order are required. Alternatively, you can contact customer service.
For the returns portal, you will need the order number and the email address used to place the order.
No, this is not required, but care must be taken to ensure that the ordered goods are returned with adequate protection.
Returns are usually processed on the day the return shipment arrives with us. Depending on the payment method, it may take up to 10 business days for the refund to be credited back to your account.
Refunds will be made to the original payment method. Upon request, this can be deviated from if the customer provides the appropriate account details.
If an item does not fit or is not to your liking, you can return it within the return period. Returns can be registered via the returns portal.
Defective items can be reported through the returns process. Alternatively, you can contact customer service.
If the contents of the package have been damaged, it is important to immediately file a damage report with DHL. To do this, you should visit a Deutsche Post/DHL branch as soon as possible (within 1-2 days) to submit the damage report. Afterwards, please send us a copy of the damage report by email. We will take care of everything else.
Yes, as long as you have not yet received a shipping notification from us, we can make a change or even cancel the order.
At Hallerstede, various payment methods are available, including PayPal, Klarna, Apple Pay, Google Pay, Mastercard, Visa, American Express, and Shop Pay.
Yes, your payment will be securely processed through the respective payment service providers.
The invoice will be sent automatically by email. If you have not received an invoice, you can also contact our customer service by email or phone.
The Hallerstede customer service is available via WhatsApp, email, and phone.
WhatsApp: 0441 / 219751919
Phone: 0441 / 219 751 919
Email: support@hallerstede.de
Yes, Hallerstede offers personal consultation for questions regarding product selection. The customer service supports with questions about products, sizes, and suitable models.
Yes, Hallerstede is also represented with a specialist retailer in Oldenburg.
Hallerstede is a specialist retailer with a long tradition. The company is run in its 6th generation and stands for over 175 years of experience. In addition to the online shop, there is also a physical store in Oldenburg.
Kofferworld was part of Hallerstede GmbH & Co. KG. The online trade and the specialist retailer were merged under the brand Hallerstede.
Hallerstede combines online shopping with the expertise of a specialist retailer. Customers benefit from personal advice, many years of experience, and a specialized range of travel luggage, bags, backpacks, and school satchels.
Yes, tax-free shopping is possible under certain conditions. Information is available for EU companies with a valid VAT identification number as well as for travelers from non-EU countries.
Promotional vouchers can only be redeemed before completing the order process. Retroactive crediting is not possible.
If the required minimum purchase value is not met due to a return, the voucher may become invalid.
Customers can rate products when they are logged in and can view their orders in their customer account.
Are there any questions remaining?
Our support team assists you quickly and personally. Simply write to us via WhatsApp.
Alternatively, you can also reach us by email: support@hallerstede.de
Availability: Monday to Friday, 9:00 AM – 3:00 PM.
Since you are speaking with real people, there may occasionally be short waiting times. Requests outside our service hours will be answered as quickly as possible on the next working day.
