FAQ
Order
How do I contact customer support?
Our customer support is available via email. (service@hard-nights.com) reachable.
During periods of high demand, there may be a slight delay before you receive an email response. Please also check your spam folder to see if the reply has arrived there.
How will I know if my order was successful?
After completing the order process, you will receive an order confirmation via email. If you have not received an order confirmation, please contact our customer service.
Can I add more items to my order after it has been placed?
Unfortunately, you cannot add any further 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 will I receive my invoice?
The invoice will be automatically sent in a separate email after the order has been placed.
If you cannot find the invoice, please send 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 added to your shopping cart will not be reserved.
Change or cancel your order
If you would like to change your order, please contact 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 provider.
Shipment & Delivery
My delivery address differs from my billing address. Is that a problem?
No problem, simply enter a delivery address that differs from the billing address. Follow the instructions during the ordering process.
Can I track 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?
With a purchase value of over 100€ Shipping is free in Germany.
Shipping costs
🇩🇪 Germany: 4,95 €
🌍 International: 8,95 €
Shipping times
🇩🇪 Germany – 3-5 days
🌍 International – 3-8 days
You can find all additional information in the section:
I received damaged or defective 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 soon as possible.
How long will it take to ship?
Our shipping time is 3-5 working days within Germany.
Outside of Germany, the shipping time is 3-8 working days.
Please note that delivery delays may occur with large orders, discount promotions and on certain holidays.We always strive to meet these delivery times, however, occasional delays may occur.
My package has not arrived.
If you haven't received your order, please contact our customer support. (service@hard-nights.com), This allows us to submit a trace request to our shipping provider. Please note that DHL typically requires 2-3 weeks for shipments within Germany and 4-6 weeks for shipments outside of Germany. We will contact you as soon as we receive a response.
Can I change the delivery address after placing the 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 handed over to the shipping service provider.
If the package is already on its way, you have the option to change your address yourself via 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 specified.
For large orders, discount promotions and on certain holidays.
Other factors, such as delays with the delivery partner, traffic delays or discrepancies in the delivery 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:
It's possible we shipped some items in separate packages. Therefore, please check your emails to see if any of your items are still on their way.
This item may no longer be in stock. Please check your emails to see if we have sent you an email about it.
If this is not the case, please send an email to our customer support with the name of the item and your order number. (service@hard-nights.com).
exchange
How does a return/refund process work?
You can cancel orders from Germany and return them to us within 14 days of receipt.
You can find all additional information in the section:
When will I receive my refund?
Once we have processed your return and issued the refund, you will receive an email confirmation from us. We will refund the purchase price to the payment method you used for your original order. The legally required processing time is up to 14 business days.
Can I exchange an item?
Unfortunately, we do not offer exchanges. It's best to return your initial order and place a new one.
Item defective after 14 days?
If your item is defective after the 14-day return period has expired, please contact our customer support. (service@hard-nights.com)
I haven't received a refund after 14 days.
If you haven't received a refund after 14 days, please contact our customer support by email. Include your order number and customer number so we can help you quickly.
payment
Which payment methods are accepted?
You have the following payment options in our online shop:
- Credit card (MasterCard) & Visa & American Express)
- PayPal
- Klarna
- Apple Pay
- Google Pay
Are my payment details secured and transmitted in a way that is not visible to third parties?
Your personal data is transmitted securely using encryption during the ordering process. We protect our website and other systems through technical and organizational measures against loss, destruction, access, alteration, or distribution of your data by unauthorized persons. Even in the case of refunds, complete credit card details cannot be viewed. Additional protection is provided by the respective authentication procedure when paying with Visa or Mastercard.
Where can I find my invoice?
When you make a purchase with Klarna, you will receive your invoice directly from Klarna. Since we cannot access any payment information held by Klarna, please contact Klarna directly if you have any questions regarding your invoice.
When you pay with 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 any additional costs?
Orders within the European Union will not incur any additional costs.For shipments to non-EU countries, additional taxes or costs (e.g. customs duties) may apply to your order. These are not collected or invoiced by us, but must be paid by you directly to the relevant customs or tax authorities.
Is VAT already included in the price?
The prices shown include VAT.
I'm returning part of the order; will my invoice be updated automatically?
You only pay for the items you keep. Please adhere strictly to our return policy.
Products & Size
How do I know which 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 further questions, please feel free to contact our customer support at any time. (service@hard-nights.com) turn around.
Data protection & Security
Is my data safe?
The protection of all your personal data is important to us. Therefore, you have the right to access or correct your data at any time in accordance with legal requirements. We will obtain your explicit consent before using this data for advertising and market research purposes, as well as for sending you offers and information via email. z.b. You provide your data during the ordering process or when subscribing to the newsletter. You can revoke your consent to the use of your data at any time with effect for the future. Detailed information on data protection can be found in our privacy policy.
What does your privacy policy include?
Personal data that you provide to us will be treated with strict confidentiality. Please read our privacy policy for more information.
How old do I have to be to place an order?
The legal minimum age for online shopping is 18 years.