FAQ

RETURNS AND REFUNDS

1. HOW CAN I RETURN AN ITEM?
   Ordered goods can be returned to us within 31 days. Please enclose the completed return slip in the package to speed up the processing procedure. You can find more information about returns here.
   Goods ordered in the online store can also be returned in the stores.
   The prerequisite for an exchange on site is that the item in question is available there at the time of the exchange.

2. THE ITEM IS DEFECTIVE OR INCOMPLETE?
   Of course you can return incomplete or damaged goods to us. So that we can process your complaint promptly, please contact our customer service by phone or e-mail.
   Please have the order number ready and briefly describe the defect or which item was not included in the scope of delivery. The service staff will then describe the further processing procedure.

3. HOW LONG CAN I RETURN ITEMS?
   Ordered goods can be returned within 31 days of receipt. You can use a shipping service provider of your choice for the return shipment.
   
   Please send returns to the following address:
   ASMC GmbH
   Returns Department
   Industrial Park Klinkenthal 55
   66578 Schiffweiler
   GERMANY

4. HOW LONG DOES THE REFUND TAKE AFTER RECEIPT OF THE RETURN?
   Once we have received and checked your return, we will issue a credit note and instruct you to make payment. Please note that it can take up to 2 weeks for the credit amount to be credited to your account.

5. YOU HAVE NOT RECEIVED A RETURN SLIP?
   If you did not receive a return slip with your delivery, please request one from our customer service (info@asmc.de), stating your order number.

6. CAN SEVERAL ITEMS FROM ONE ORDER BE RETURNED?
   Of course you can also return several items from one order to us. To do this, please enclose the respective return slip with your return so that we can immediately assign the corresponding items to your order.

7. CAN I ALSO EXCHANGE ITEMS THAT DO NOT FIT?
   In principle, we do not offer exchanges. However, it is possible to return the items in question and then place a new order. We will credit you the value of the returned items within 14 days of receiving the return and process your order promptly.

8. HAVE YOU RECEIVED THE WRONG ITEM?
   We are sorry about that. Please contact our customer service immediately at info@asmc.de. Our service staff will endeavor to find an individual solution to the problem as soon as possible.

ORDERS

1. HOW CAN I PLACE AN ORDER?
   There are several ways to place an order: Either use your customer account or simply place your order by telephone via our Service Center.
   Alternatively, you can also send us your order by post or fax.
   If you have any questions about the ordering process, you can contact our customer service team at any time.

2. IS THERE A MINIMUM ORDER VALUE?
   The minimum order value is 15€. Shipping costs are excluded.

3. DO YOU ALSO OFFER VOUCHERS?
   Unfortunately, we do not currently offer vouchers in our online store. However, you can purchase various vouchers in our stores. Please note, however, that these can only be redeemed in the local stores.

4. DO YOU OFFER DISCOUNTS FOR BULK BUYERS?
   In principle, we do not operate a wholesale business and therefore cannot offer discounted trade conditions.

5. DO YOU GRANT SPECIAL DISCOUNTS FOR PUBLIC AUTHORITIES?
   Send us your request! We will be happy to check your request and get in touch with you as soon as possible.
   
   Feel free to contact us by phone or e-mail.
   0800 – 27 62 33 02
   behoerde@asmc.de

6. HOW CAN I CHANGE OR CANCEL AN ORDER?
   Please contact our customer center if you would like to change or cancel an open order. We will be happy to check the processing status and, if possible, adjust the order according to your wishes.
   Please understand that, depending on the payment method, we may not be able to make any more changes.

SHIPPING AND DELIVERY

1. CAN I CHANGE MY ADDRESS LATER?
   In principle, you can change the delivery address at any time as long as your order has not yet been dispatched. As soon as it has left our warehouse, it is no longer possible to change the delivery address.

2. HOW DO I GET THE TRACKING NUMBER FOR MY ORDER?
   As soon as your parcel has left our warehouse, you will receive an email with the shipping confirmation and all the important information about your delivery. You will also find your personal tracking number in this email, which you can use to track the delivery status of your parcel.

3. WHAT ARE THE SHIPPING COSTS?
   You can find detailed information on the shipping costs incurred here here.

4. WHAT SHOULD I DO IF THE PARCEL IS DAMAGED AT THE TIME OF DELIVERY?
   In such a case, please check the contents of the parcel before accepting it! Refuse to accept the delivery if you notice that any part of the order is missing or defective.
   Inform our customer service immediately that you have refused to accept your delivery due to a defect. As soon as we have received the return and checked the contents, we will repack the items you ordered and send them to you.
   If you have accepted the parcel despite the defect and subsequently discover that the delivery is incomplete or damaged, please contact a nearby post office and file a damage report there.

PAYMENTS

1. WHICH PAYMENT OPTIONS ARE AVAILABLE?
   You can find information on the individual payment methods here.

2. WHEN WILL I RECEIVE THE CREDIT NOTE FOR MY RETURN?
   Returns will be refunded within 10 to 14 working days after confirmation of receipt of the return.

FILIALS

1. ARE THE CUSTOMER CARDS ALSO VALID IN THE STORES?
   Of course you can also get your customer card discount in our stores. If you have forgotten your discount card at home, you can give us your customer number and verify your identity using your ID card or driver's license. As the customer cards are not transferable, we unfortunately cannot grant you the discount without proof. We ask for your understanding!

2. CAN I HAVE A PARTICULAR ITEM DELIVERED TO A STORE?
   Please contact our customer service. We will be happy to deliver the desired item to a store of your choice within 3 to 5 working days. However, we can only deliver products to the store if they are available in our online store at the time of ordering and can therefore be delivered immediately.

3. DOES DELIVERY TO A STORE OBLIGE ME TO BUY THE GOODS?
   You are not obliged to buy the items delivered! You are welcome to have your desired items delivered to the store for viewing or size selection without entering into a purchase contract. You decide on the spot which items you want to buy!

4. IS MY DESIRED ITEM AVAILABLE IN A STORE?
   Please contact our customer service for more information. If your desired item is not currently available in a particular store, you can have the desired products delivered to a nearby store for viewing or size selection. Our service staff will be happy to provide you with information about availability and will order the desired item to a store of your choice.

5. WHERE CAN I FIND AN ASMC STORE?
   You can find us at four locations across Germany. All addresses and opening hours of our stores can be found here.

6. CAN I ALSO CONTACT THE STAFF IN THE BRANCHES BY PHONE?
   Unfortunately, you cannot contact our employees in the branches by telephone. If you have any questions, our service staff will be happy to answer them.

7. CAN I RETURN GOODS PURCHASED ONLINE TO THE STORES?
   Of course, you can also return items that you have purchased in our online store to our stores. However, an exchange on site is only possible if the desired item is in stock in the store. We ask for your understanding.

ARTICLE

1. FOR WHAT REASONS CAN A FELDPOST ORDER BE (PARTIALLY) RETURNED?
   Please note that we are not allowed to supply field post addresses with batteries or spray cans and are forced to return these items, which often results in returns. In the event of a return, we will reorder your order and refund the corresponding amount. You will then receive your order without the returned items and don't have to worry about anything else.

2. WHY ARE ORDERED DANGEROUS GOODS ITEMS NOT INCLUDED IN THE SCOPE OF DELIVERY OF MY ORDER?
   Please note that a separate shipment is required for dangerous goods items such as ammunition or fireworks. This can lead to delays in partial deliveries of your order. Dangerous goods are usually delivered 2 to 3 days after the regular order delivery.

3. HOW LONG DOES THE DELIVERY OF MY NAME TAPES TAKE?
   Name ribbons are also delivered separately and can take up to 14 working days. Delivery takes place in an envelope and is sent by an external service provider. Please note that individual production takes more time and delivery may therefore be slightly delayed.