Order

How do I contact customer support?

Our customer support can be reached via email ( service@hard-nights.com ) .

If the workload is particularly high, there may be a wait before you receive a response by email. Also check your spam folder to see if the reply has been received there.

How do I know if my order was successful?

After completing the ordering process, you will be sent an order confirmation by email. If you have not received an order confirmation, please contact our customer service.

Can I add additional items to my order later?

Unfortunately, you cannot add any additional items to an order that has already been completed. If you would like to order additional items, please place a new order.

When and how will I receive my invoice?

After sending, the invoice will automatically be sent in a separate email.

If you cannot find the invoice, write an email to our customer service ( service@hard-nights.com ) so that we can send you your invoice.

Are items in the shopping cart reserved?

The items you add to your shopping cart will not be reserved.

Change or cancel order

If you would like to change your order, please write to our customer support ( service@hard-nights.com ) . However, we can only make a change to your order if the package has not yet been handed over to the shipping service provider.

 

shipping

My delivery address is different from the billing address. Is this a problem?

No problem, just enter a delivery address that is different from the billing address. To do this, follow the instructions during the ordering process.

Can I track the delivery of my order?

When your order has been processed, you will receive a shipping confirmation email with your tracking reference and a link to our shipping provider's website where you can track your order.

How much are the shipping costs?

Shipping within Germany costs €4.95. If the purchase value is over €60, shipping in Germany is free.

Shipping within the EU costs in

Zone 1: €7.95,

Zone 2: €9.95

Zone 3: 12.95

You can find all additional information in the area:

Shipping costs & times

I received damaged or faulty goods

We are sorry that you received a faulty item.

We want you to receive a flawless, high-quality product. To do this, send an email with photos and a description of the damage and your order number to our customer support ( service@hard-nights.com ) .

We will take care of your request as quickly as possible.

What shipping time should I expect?

Our shipping time is 3-5 working days within Germany

Outside Germany the shipping time is 3-8 working days

Please note that delivery delays may occur for large orders, discount promotions and certain holidays. We always endeavor to meet these delivery times, but delays may occasionally occur.

My package hasn't arrived

If you have not received your order, please contact our customer support ( service@hard-nights.com ) so that we can submit an investigation request to our shipping service provider. Please note that DHL usually takes 2-3 weeks to ship within Germany and 4-6 weeks outside of Germany. As soon as we have received an answer, we will contact you.

Can I change the delivery address after ordering?

If part of your address is missing or there is a typo in the address, please contact our customer support ( service@hard-nights.com ). However, we can only change the delivery address if the package has not yet been sent to the shipping service provider.

If the package is already on its way, you have the option of changing your address yourself using the tracking link.

The tracking link can be found in the shipping confirmation.

Please note that this is only possible once the package has left our warehouse and has been scanned by the shipping service provider.

My order did not arrive in the delivery time

We are sorry if you did not receive your item in the delivery time specified by us.

for large orders, discount promotions and on certain holidays.

Other factors, such as delays with the delivery partner, traffic delays or discrepancies in the receiving address, also influence the delivery time.

With the help of shipment tracking, you can keep up to date with the current delivery status.

If you do not want to keep the delayed item, you can of course send it back to us within the next 14 days.

My order was not complete

We are sorry that your order was not complete.

Before contacting our customer service, check the following:

We may have sent items in separate packages. Please check your email to see if some items may still arrive.

The item may no longer be in stock. Please check your email to see if we have sent you an email about this.

If this is not the case, write an email to our customer support ( service@hard-nights.com ) with the name of the item and your order number.

exchange

How does a return/return work?

You can return canceled orders from Germany to us within 14 days of receipt.

 

When will I get my refund?

As soon as we have processed your return and the refund has been made, you will receive an email confirmation from us. We will refund the purchase amount to the payment method you used to place your original order. The statutory processing time is up to 14 working days.

Can I exchange an item?

Unfortunately we do not offer exchanges. The best thing to do is to return the first order you placed and place a new order.

Item defective after 14 days?

If your item is defective after the cancellation period of 14 days has expired, please contact our customer support ( service@hard-nights.com )

I have not received a refund after 14 days

If you have not received a refund after 14 days, please contact our customer support by email. Include your order number and customer number so that we can help you quickly.

payment

Which payment methods are accepted?

You have the following payment options in our online shop:

• Credit card (Master Card & Visa & American Express)
• PayPal
• Klarna
• Apple Pay
• Google Pay

 

Will my payment details be secured and not visible to third parties?

Your personal data will be transmitted encrypted during the ordering process. We secure our website and other systems through technical and organizational measures against loss, destruction, access, modification or distribution of your data by unauthorized persons. Even in the event of possible refunds, the complete credit card details cannot be viewed. The respective authentication procedure offers additional protection when paying with Visa Card or Master Card.

Where can I find my invoice?

When you make a Klarna purchase, you will receive your invoice from Klarna. Since we cannot view Klarna's payment information, please contact Klarna if you have any questions regarding your invoice.

When you make a PayPal purchase, you will receive your invoice from PayPal. If you cannot find your invoice, please contact our customer service ( service@hard-nights.com ) .

Are there any additional costs?

There will be no additional costs for orders within the European Union. When shipping to non-EU countries, additional taxes or costs (e.g. customs duties) may be incurred as part of your order, which are not paid by us or invoiced by us, but rather by you directly to them to be paid to the relevant customs or tax authorities.

Is VAT already included in the price?

The prices shown include VAT.

I return part of the order, will my invoice be updated automatically?

You only pay for the items you keep. Please follow our returns policy carefully.

Products & Size

How do I know what size I need?

To determine your size, you can use our size guide.

How do I best care for my product?

You can find the care instructions on the respective care label, which is included in the package. If you have any additional questions, please feel free to contact our customer support ( service@hard-nights.com ) at any time.

privacy

Is my data safe?

The protection of all personal data is important to us. You are therefore entitled to information or correction of your data at any time in accordance with legal requirements. To use this data for advertising and market research purposes, as well as for offers and activities via email, we obtain your express consent, for example during the ordering process or when registering for the newsletter. The consent you have given to use the data can be revoked at any time with future effect. You can find detailed information on the subject of data protection in our data protection declaration.

What does your data protection declaration contain?

Personal data that you provide to us will be treated as strictly confidential. Please read our data protection declarations.

How old do I have to be to place an order?

The legal minimum age for online shopping is 18 years.