FAQ
Order
How do I contact customer support?
Our customer support is available via email (service@hard-nights.com) reachable.
Due to particularly high demand, you may have to wait a while for a response via email. Also check your spam folder to see if your response has been received there.
How do 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 later?
Unfortunately, you can no longer add 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 do I receive my invoice?
The invoice will be sent automatically in a separate email after submission.
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 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 changes to your order if the package has not yet been handed over to the shipping service provider.
Shipping & Delivery
My delivery address differs from my billing address. Is that a problem?
No problem! Simply enter a shipping address that's different from your billing address. Follow the instructions during the checkout 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 orders over €80, shipping is free within Germany.
Shipping within the EU costs
Zone 1: 7.95€,
Zone 2: 9.95€
Zone 3: 12.95
All additional information can be found in the section:
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 so, please 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 address your request as quickly as possible.
How long will it take for shipping?
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, during discount promotions, and on certain holidays.We always strive to meet 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 typically requires 2-3 weeks for shipping within Germany and 4-6 weeks for shipping outside of Germany. We will contact you as soon as we receive a response.
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 to change 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 keep up to date with 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 not complete
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 have yet to arrive.
This item may be out of stock. Please check your email for 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:
When will I receive my refund?
Once we have processed your return and the refund has been processed, you will receive an email confirmation from us. We will refund the purchase amount to the payment method you used for your original order. The statutory processing time is up to 14 business days.
Can I exchange an item?
Unfortunately, we don't offer exchanges. It's best to return your first order and place a new one.
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 haven't received a refund after 14 days, please contact our customer support team via email. Please include your order number and customer number so we can assist 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 not visible to third parties?
Your personal data is transmitted in encrypted form 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 event of a refund, your credit card details cannot be viewed. The respective authentication process provides additional protection when paying with Visa or MasterCard.
Where can I find my invoice?
When you make a Klarna purchase, you will receive your invoice from Klarna. Since we cannot view any payment information from Klarna, please contact Klarna if you have any questions regarding your invoice.
When you purchase 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 additional costs?
No additional charges will be incurred for orders within the European Union. For shipments to non-EU countries, additional taxes or costs (e.g., customs duties) may be incurred as part of your order. These charges 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 am returning part of my 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 therefore have the right to access or correct your data at any time in accordance with legal requirements. We will obtain your express consent to use this data for advertising and market research purposes, as well as for offers and activities via email, for example, during the ordering process or when registering for the newsletter. Your consent to the use of your data can be revoked at any time with future effect. You can find detailed information on data protection in our privacy policy.
What does your privacy policy contain?
Any personal information you provide to us will be treated with the utmost 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.