CUSTOMER SERVICE

Our chatbot can help you with most customer service issues immediately and easily help. Just give it a try:

Or fill out our contact form.

to the chatbot
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I would like to return a pair of reading glasses, how do I do that?

The color of your new reading glasses looks different than expected? The selected reading power does not match your eyesight perfectly? Or do you not like the design of the glasses? Then you can return your reading glasses to us within 14 days

From now on you can easily send your return via this link create your return.

When will I receive my refund for the return shipment?

Once we have received and processed your return, we will refund you the corresponding amount within 14 working days. The refund will be made via the payment method you used.

Returns policy

Returns policy for reading glasses at Klammeraffe-Lesebrille.de

We want you to be completely satisfied with your purchase from us. Should you decide to return a pair of reading glasses, we ask that you follow the guidelines below to make the process as easy and hassle-free as possible for you:

1. condition of the items: We accept the return of reading glasses as long as they are unused. Wearing the glasses to try them on is of course okay and does not stand in the way of a return.

2. stickers and labels: Please make sure that all original stickers and labels are still attached to the reading glasses. These are essential for the return process.

3rd case: The felt case must also be returned.

4. packaging: Please sort each pair of glasses carefully into the correct packaging bag. This will help us to process your return quickly and efficiently.

Processing fee: We understand that mistakes can happen. However, we reserve the right to charge a handling fee of €5 if the above returns policy is not followed. This fee is to cover the cost of processing non-compliant returns.

We thank you for your understanding and cooperation.

Where should I send the return if I don’t want to use the returns portal?  

Philip Kurzenberger e.K.
Order number: #KA _ _ _ _ _ _
Fallstraße 9
81369 Munich
Germany

How can I complain about reading glasses?

Please do not send us any defective glasses without consulting us.

Please start our chatbot (there is a button at the top of the page) and click on“Complaint“. You will receive all further information there.

My glasses are broken after a short time, what can I do?

Please start our chatbot (there is a button at the top of the page) and click on“Complaint“. You will receive all further information there.

What payment methods are available?

We offer the following payment methods:

  • Paypal
  • Klarna purchase on account
  • Klarna buy now
  • Credit card
  • Bank transfer
  • Instant bank transfer
  • Giropay
  • EPS
Can I also pay by invoice?

You can choose to purchase on account via Klarna. You will need a Klarna account for this. You can find more information here:

https://www.klarna.com/de/sicher-bezahlen/

Where is my parcel?

We do everything we can to ensure that your order arrives at your home as quickly as possible. If individual items have a longer delivery time, your order will be split into several deliveries.

After your order has left our warehouse, you will receive an e-mail with a link to track your shipment. You can use this to view the current status of your order at any time.

Delivery by German Post or DHL Paket

We send orders for individual Klammeraffe reading glasses by post as a consignment (with tracking). Our boxes are optimized for posting in normal letterboxes, so you don’t usually have to wait at home for delivery or walk to the parcel store to collect your Klammeraffe reading glasses.

Orders of six or more reading glasses are sent by DHL as a parcel. To receive this shipment, it is unfortunately necessary for you (or a friendly neighbor) to accept the parcel and acknowledge receipt. If you are not available and neither is a neighbor, the parcel will be left for collection at the nearest post office or DHL parcel store.

There are no shipping costs for orders over 29 euros.

Delivery time

We ship your reading glasses immediately after receipt of payment. If we receive your order and payment by 15:00 on weekdays, the shipment is usually handed over to our shipping service provider on the same day.

All payment methods offered – with the exception of bank transfer – are designed for immediate receipt of payment. When paying by bank transfer, it may take 1-2 working days for your payment to be credited to our bank account. In this case, the delivery time will also be extended by 1-2 working days.

Delivery times (after shipment):

Germany: 1-3 working days

Austria: 3-5 working days

Italy: 4-7 working days

France: 4-7 working days

Note on vacation periods:
During the Bavarian school vacations – especially in the summer months – there may be slight delays in processing and shipping. We are a small, dedicated company and will do our best to deliver your order as quickly as possible even during this time.

How high are the shipping costs?

We currently only deliver our reading glasses to Germany and Austria:

Germany

Shipping costs: 2,90 € (free shipping from 29,00 €)
DHL: 1-2 working days

Austria

Shipping costs: 2,90 € (free shipping from 29,00 €)
DHL: 3-5 working days

My package should have arrived already!

Please check the shipment tracking to see if the parcel has been left with a neighbor. If it is not with a neighbor and the shipping status has not changed for 5 days, please contact us – you will find our contact options below.

Have you already ordered but entered the wrong delivery address?

If your order has not yet been packed, please do not hesitate to contact us and let us know what changes you would like to make. We will do our best to implement them by forwarding a request to our logistics team.

However, we cannot guarantee that the change can be made in time before dispatch.

 

How do I contact customer service?

Our virtual assistant can answer many questions via our chatbot. Alternatively, you can write to us at any time using the contact form.

When is customer service available?

Monday to Friday from 10:00 to 13:00. There may be different times during the Bavarian vacations. We usually reply within 24 hours.