Order

How do I contact customer support?

Our customer support is available by email (service@hard-nights.com) reachable.

If we are particularly busy, you may have to wait a while before you receive a reply 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 order process, you will receive an order confirmation by email. If you have not received an order confirmation, please contact our customer service.

Can I add more items to my order later?

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

When and how do I receive my invoice?

The invoice will be sent automatically in a separate email after sending.

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

Shipping & Delivery

My delivery address is different from my billing address. Is that a problem?

No problem, just enter a shipping address that is different from the billing address by following the instructions during the order process.

Can I track the delivery of my order?

Once 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. For purchases over €80, shipping within Germany is free.

Shipping within the EU costs in

Zone 1: 7.95€,

Zone 2: 9.95€

Zone 3: 12.95

All additional information can be found in the section:

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 and 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.

How long will it take for shipping to arrive?

Our shipping time is 3-5 working days within Germany

Outside Germany, shipping time is 3-8 working days

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

My package didn't arrive

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 needs 2-3 weeks for shipping within Germany and 4-6 weeks outside Germany. As soon as we have received a response, we will get in touch with you.

Can I change the delivery address after placing my order?

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 is 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 within the delivery time

We are sorry if you did not receive your item within the delivery time we stated.

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 stay up to date on the current delivery status.

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

My order was incomplete

We are sorry that your order was incomplete.

Before contacting our customer service, please check the following:

We may have shipped items in separate packages, so please check your email to see if any items may still arrive.

This item may be out of stock. Please check your email for an email notification.

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

exchange

How does a return work?

You can cancel orders from Germany and return them to us within 14 days of receipt.

All additional information can be found in the section:

shipping costs & times

When will I receive 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 your first order and place a new order.

Item defective after 14 days?

If your item is defective after the 14-day cancellation period, 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 transmitted to third parties?

Your personal data is transmitted in encrypted form during the ordering process. We use technical and organizational measures to protect our website and other systems against loss, destruction, access, alteration or distribution of your data by unauthorized persons. Even in the event of a refund, the complete credit card details cannot be viewed. The respective authentication process 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 see any payment information from Klarna, please contact Klarna if you have any questions about your invoice.

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

Are there additional costs?

There are no additional costs for orders within the European Union. If your order is shipped to a non-EU country, additional taxes or costs (e.g. customs duties) may be incurred as part of your order. These will not be paid or invoiced by us, but must be paid directly by you 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 strictly adhere to our return policy.

Products & Size

How do I know what size I need?

To determine your size, please 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 in the package  If you have any further questions, please feel free to contact our customer support (service@hard-nights.com) turn around.

Data Protection & Security

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 the legal requirements. For the use of this data for advertising and market research purposes, as well as for offers and activities via email, we obtain your express consent, e.g. as part of 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 effect for the future. You can find detailed information on the subject of data protection in our privacy policy.

What does your privacy policy contain?

Any personal information you provide to us will be treated as strictly confidential. Please read our privacy policy.

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

The legal minimum age for online shopping is 18 years.