Can I return products in the store?
Unfortunately, the return of in-store purchases is not possible due to the lockdown and will only be available to you again when the store opens. The withdrawal period will be extended according to the lockdown time. In addition, the withdrawal period will be extended if we read your return e-mail late due to the current high volume of e-mails and therefore contact you late. The return will also be possible in such cases.
Can I still purchase Modulor vouchers?
Normally you can buy our Modulor vouchers in our retail store at Moritzplatz, but unfortunately not online. They are also redeemable in the store and not online. Because our store is closed due to the lockdown, you can unfortunately not purchase a voucher directly from us.
Alternatively, you can buy a voucher on the platform Atento. Please note that the voucher can only be redeemed after the reopening of our store. It is valid for three years from the following year. The vouchers must be redeemed completely at the first purchase, a partial redemption is unfortunately not possible (remaining credit would expire).
Why is my product currently not available?
The general supply problems in these special times do not stop at us. We work tirelessly to ensure that your product is soon available again.
In addition, the increased number of orders during the lockdown pushes us to our personnel and space limits. And although we are receiving more orders than usual, unfortunately, they are not compensating for the shortfalls we are experiencing due to the store closure during the lockdown. In other words: we are fighting for survival and have to keep an even closer eye on our costs than usual. For this reason and in order to relieve our employees in customer service and logistics as best as possible in this situation, we have decided to no longer offer the following items in particular until further notice:
- all sizes larger than 70 x 100 cm, except table tops
- all cuts, except table tops
- running meter cuttings
- various fragile and bulky products
We thank you for your understanding.
Minimum order value? Why and how long?
We have decided on a minimum order value of 39 €. The reason: Due to the renewed closure of our store, we are currently in an uncertain situation. The increased number of orders during the lockdown leads us to our personnel and spatial limits. And although we receive more orders than usual, they unfortunately do not compensate for the losses we have to accept due to the store closure during the lockdown. In other words, we are struggling to survive and have to keep an even closer eye on our costs than usual. With the minimum order value we want to make sure that the number of orders is manageable for our staff and that you get your goods on time. The minimum order value is a temporary measure.
Can I still order products to the store for pickup?
Yes, store pickup is available for certain assortments. Please note that the minimum order value of 30€ also applies for store pickup. As soon as your goods are ready for you, you will receive an e-mail from us. In the e-mail you will also find out in which period you can pick up your order. Because only a certain number of pickup slots are available per day, it may take a few days before you can pick up your goods. Please wait for the email with the exact time before you head out. We are working to expand the number of pickup slots per day. The pickup will take place at our goods issue, which is located in the courtyard (entrance Oranienstraße between CLB Berlin and denn's Biomarkt). The pickup itself is free of charge for you and takes place Monday to Friday from 9-14 clock.
Can I still contact customer service?
Yes, but please be patient, because we are currently receiving many inquiries. Feel free to contact us at: [email protected]. At the moment it can take more than a week until you receive an answer. This is also the reason why we are not able to advise you on your project at the moment. We will respond to your e-mail in any case and are already working on a faster response. Thank you for your understanding.
What about your delivery times?
We are very happy about the large number of orders and would like to thank you. This sometimes leads to longer processing times, because our colleagues in logistics are very busy. Current delivery times can be found on every product page in the online shop.
You are already looking forward to your delivery and want to know when your parcel will arrive?
You will always receive a shipping confirmation from us as soon as your goods leave our warehouse. Please be patient.
What Covid-19 measures are taken at your shipping service providers?
Our standard delivery service GLS no longer requires a signature when your parcel is handed over - it is therefore done as contactlessly as possible. Our courier Flexpress can continue to carry your parcel to your front door, with as little contact as possible.