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Frequently asked questions

BEFORE YOU BUY

Customer account

What are the benefits of a user account?
Once you have registered, a user account will be set up for you, which you can access at any time via the “My account” box. After successful registration you can access your order history, change your billing and shipping addresses or subscribe to / unsubscribe from the newsletter. You can also easily place further orders without having to re-enter your personal details.
I've forgotten my password, what should I do?
If you have forgotten your password, you can simply use the “Forgot password” function.

Shipping

What shipping options do I have?
Within Germany and the EU, we ship using the DHL/ UPS standard delivery service. Deliveries to all other countries outside the EU use the UPS Express Saver service. Within Germany you can also select the express shipping option for a small extra charge.
How long will it take for my order to be despatched?
All orders are continuously passed on to our despatch centre. In normal circumstances, the order will be passed on to DHL or UPS within 24 hours. You will receive a notification e-mail with the shipment tracking link as soon as your order is ready and waiting for collection by the parcel services provider. We do not currently ship at weekends.
How long does shipping take?
Your order will be delivered within 1-5 business days. This does not apply to Russia and Switzerland, where delays may arise due to customs formalities. For further information, please refer to our shipping information
How high are the shipping costs and to which countries do you ship?
Our shipping costs within Germany and Europe are EUR/GBP3.90. In the case of orders with a value in excess of EUR/GBP90.00, we deliver to these countries free of shipping charges. Deliveries to Russia, the USA/Canada and Mexico are subject to a shipping charge of EUR/GBP19.00. Deliveries to Asia cost EUR/GBP30.00, to the United Arab Emirates EUR/GBP35.00 and, to the rest of the world, EUR/GBP39.00. Our online shop in the US is available to all customers from the United States, Canada and Mexico. Shipping to Mexico / Canada and the US is carried out directly from our warehouse in California.
By which delivery service will my order be handled?
We use DHL for shipments to Germany, Switzerland and Russia. For deliveries to all other countries we use UPS.
How can I find a store near me?
You can find the Store Locator at the top right in our online shop. You can find all stores stocking our products there. As not all stores stock our complete range, please check in advance whether the store of your choice has your desired product in stock or if it can order this for you.
Can I try on all the products in the stores?
As the stores are independent retailers, they also have the right to decide which items from the range they are going to stock. We would therefore recommend that you contact the store in question to ask about the availability of the desired item.

WHEN YOU BUY

Order process

I haven't received an order confirmation.
Once you have ordered in the online shop, you will receive an order confirmation via e-mail. If you haven't received this within one hour, this might be for one of the following reasons:
  • Did you perhaps enter the wrong e-mail address?
  • Has the e-mail ended up in the spam folder of your e-mail account?
  • The order wasn't completed successfully. Please check in your user account under "My orders" whether the order has actually been entered into our system. If it hasn't, please submit the order again.
If none of the above apply, please wait for another day. You will as a rule receive another notification concerning your order within this period of time. If this doesn't happen, please feel free to contact our Customer Service team.
Can I change my order subsequently?
Your order will be processed and shipped within a very short time. In this way we can guarantee fast delivery times but are unable to make any retrospective changes.

Payment options

Can I also pay with PayPal?
Yes, payment by PayPal is possible at any time. Having completed your order with PAUL HEWITT, you will be forwarded as usual to PayPal so you can make the payment.
What should I bear in mind when paying by direct debit?
With this payment method, we work with the Payone service provider. Payone reserves the right to put orders on hold for four full business days after verification of the return debit risk. Once it has been cleared by Payone, we will be permitted to pass your order on to the shipping warehouse.

Minimum order value

Is there a minimum order value?
No, there's no minimum value for orders from us.

Discount codes

How can I redeem a discount code?
Enter the discount code in the field provided at the checkout in order to redeem it.
Can discount codes be credited retrospectively?
Please note, that an order that has already been completed may not be amended due to data protection reasons and therefore retrospective crediting of the discount is not possible.
How often can I redeem a discount code?
Please note that all discount codes can be redeemed once per order and once per customer.
Can discount codes be combined with one another?
Discount codes cannot be used in conjunction with other discount codes and/or vouchers. Discount codes cannot be redeemed for the purchase of sales items. Cash payment is not possible.
When is the discount valid with a minimum order value?
If the discount code is tied to a minimum order value and if this has not been reached when completing the order, excluding shipping costs, then the discount code shall not be redeemable.
Am I entitled to get my discount code back if I return my order?
If you would like to make use of your right of return, then the reduced purchase price will be refunded. You are not entitled to a refund or replacement of the discount code. The discount code will expire if you return your complete order. Therefore it cannot be used again for your follow-up order.
Am I entitled to get my discount code back if I partially return my order?
We reserve the right to cancel the discount code in cases where the minimum order value falls subsequently short due to items being returned.

AFTER YOU BUY

Order status

Where is my package?
As soon as your order has been packed and is ready to ship, you will receive an e-mail notification. This notification will tell you that your package has been shipped and give you a tracking number. The tracking number will only become active once the parcel service provider has picked up and scanned your package. If the label for your package has been created after the daily collection, you will see movement in shipment tracking link only after collection on the next working day.

Cancellation

How long do I have to cancel my order?
The withdrawal period is 14 days from the date on which you receive the goods. If you wish to cancel, please contact our Customer Service team in advance. It will no longer be possible for us to refund the purchase price after this deadline has passed.

Returns

Who bears the costs of the return?
If you want a refund, you will need to bear the cost of returning the goods. Please send only franked parcels back to us.
Has my return been received?
We will let you know as soon as we have processed your return. We don't currently issue a notification that the return has been received. However, you will receive an e-mail as soon as your return has been processed in the first step.
When will I get my refund?
Once we have processed your return (within 10-14 business days), we will refund the amount immediately via the means of payment you originally chose. If you chose to pay by credit card, it may take up to four weeks (depending on the credit card company) for the refund to be credited to your account.

Incorrect delivery or fault

What should I do if the product I receive is wrong or faulty?
If you get the wrong delivery or a defective item, please contact Customer Service. We will then send you the correct item or an item that is in perfect condition as soon as possible. So that you can return the incorrect or faulty item, you will receive a return slip by e-mail from DHL (please also check your spam folder). Please print this out and attach it to the parcel. Now you will be able to post it free of charge at the post office.

Customer service

How can I contact customer service?
You can contact Customer Service by phone on +49 441 3794893 0 from 9 am to 12 pm and again from 1 pm to 4 pm, Monday to Friday. You can also contact us out of hours by e-mail at service@paul-hewitt.com. You will receive a response within 24 hours (Monday to Friday). Mails that arrive at the weekend will be processed in chronological order on the following Monday.
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