Customer Centre Hang Loose Surfshop

PACKAGE TERM

Germany

• approx. 1 - 3 working days
• Shipping by freight carrier 2-5 working days

to surrounding EU countries and Switzerland:

EU  approx. 3 - 5 working days

Shipping by freight carrier 5 - 7 working days

Rest of EU countries:

approx. 5 - 10 working days

Surfboards are shipped by a forwarding agency, which may increase the shipping time. Especially when shipping to European countries. In remote regions of Europe, additional shipping costs may be incurred, which we will agree with you in advance before the order is executed and confirmed.

If you have several items in your shopping cart with different delivery times, the order will be combined and the entire order will be shifted to the latest delivery time. The background to this is an environmentally friendly company policy. Packaging material and double ways are avoided to keep the footprint as small as possible.

DELIVERY

DHL/ Post

• Delivery takes place from Monday to Saturday.

• There will be up to 2 delivery attempts. If no one can be found at your delivery address, the package will be stored at the nearest post office, where it will be ready for you to pick up within 7 working days.

UPS/GLS/FedEx

• Delivery is made on working days from Monday to Friday.

• If no one is found at the delivery address, the driver will leave a note. Check this note to see where the parcel was left. Check with your neighbours or to find out the date of the next delivery attempt.

• Alternatively, you can provide a signed receipt authorising the delivery service to leave your parcel in a safe place.

DELIVERY TO A PACKSTATION

Delivery to a DHL Packstation is only possible in exceptional cases or for certain goods. Goods with a length of more than 1 metre (e.g. surfboards) are generally excluded.

Tracking

You can track your parcel at any time using the tracking number. Your parcel number and the corresponding link will be sent to you by e-mail on the evening of dispatch. You can also find it in your user account under My Orders.

Return

You can find more information about returns under Returns on this page.

Parcel-Tracking

You can check the processing status of your order at any time in my account or in Track Order.

Once the order has been shipped, you can use the tracking tools of the delivery services with your parcel number to track your shipment:

• Deutsche Post/DHL tracking

• Hermes tracking

• GLS tracking

• UPS tracking

• DPD tracking

• FedEx tracking

Freight forwarding:

• Bursped tracking

For questions please contact our Customer Service

PayPal is a payment service that allows you to pay online easily, quickly and securely. All you need is a PayPal account. Registration is free of charge.

Payment process

1. Select the payment method "PayPal" during the order process.
2. You will be redirected to PayPal, where you log in with your password and confirm the payment.
3. There are no transaction costs for you, we take care of them.
4. Your order will be processed immediately.

If you did not complete the payment process during your order, you can do so at any time. To do so, go to your customer account. Click on "Orders" then "Not yet paid". Your order will be processed as soon as you have made the payment.

Payment with PayPal Express.

Payment process

1. Put all items in your shopping cart.
2. Select the payment method "PayPal Express".
3. You will be redirected to PayPal Express, where you have to log in with your password and confirm the payment.
4. All data necessary for us will be provided directly by PayPal and transferred to our system for the purpose of shipping and invoicing.
5. You will then be taken to the checkout page where you can change your delivery address.
6. Check your details on our order overview and confirm your order.
   Your order will be processed as soon as possible.
7. There are no transaction costs for you, we take care of them.

PayPal instalment payment

Pay for your order conveniently in instalments. You will find the conditions under each activated item and in your PayPal account during the payment process

1. choose the payment method PayPal instalment payment. 
2. follow the instructions and choose your monthly rate.
3. Complete the order with your payment and receive your order in a few days.

In cooperation with our partner Klarna we offer you different payment methods. Select your preferred payment method and follow the instructions in the ordering process.

Klarna purchase on account

With invoice you pay for the goods as soon as you receive them (within 30 days after the invoice date) and only for the products you actually keep. This way you can inspect the ordered goods at your leisure before paying the invoice.

Requirements

• You are 18 years or older
• Your delivery and billing address are in Germany
• The ordered items do not include gift vouchers.
• The identity and credit check is successful with the data you have provided.

Please note that with this payment method, no existing credits that have arisen from complaints or returns can be used.

For a better shopping experience, use the Klarna website/app.

Procedure

Order:

• Select "Klarna Invoice" during the ordering process. Klarna Bank AB will perform a credit check on the data you provide.
• If the check is successful, you can complete the order with the desired option.
  Please note that the check is automated and We have no influence on the result. You can find more information about the credit check in the terms & conditions of  Klarna.
   

Order confirmation

• Once your order has been confirmed, you will receive an order and dispatch confirmation from us by e-mail as usual.
• The shipping confirmation already contains all information for the payment of the invoice amount (IBAN, BIC, reason for payment, etc.). In the package you will find a printed version of the invoice with all payment details.
   

Payment

Please pay the invoice amount directly to our partner Klarna within 30 days after the invoice date. For general questions about Klarna or payment, please contact Klarna Customer Service.

Returns

You want to return your package and pause your payment? You can find out how to do this under Customer Service Returns.

You can find more information about Klarna here.

In cooperation with our partner Klarna we offer you "Sofortüberweisung" as a payment method.

If you would like to pay for our items with Klarna Sofortüberweisung, you can pay easily, quickly and securely with your online banking data.

Payment process:

1. Select "Sofortüberweisung" as payment method in the order process.
2. Enter your personal data as required.
3. The order is completed and you will receive an order confirmation by e-mail from Klarna and one from us.

Once you have completed your first purchase via Klarna, you can complete all future purchases with Klarna with just one click.

With Amazon Pay, you can use the payment and shipping information you have on file with Amazon.

Note: You need an Amazon account.

Payment process:

1. Add all items to your shopping cart.
2. Click on the "AmazonPay" button, the registration form will appear.
   Confirm your Amazon login details.
3. Make any changes to your delivery and billing address.
4. Select your preferred shipping method.
5. Submit your order

Note:

Vouchers cannot be redeemed here.

You can pay quickly and 100% securely by credit card. We accept Visa, Mastercard, Diners Club, American Express, Discover, Maestro, etc.

As an already registered and also as a non-registered customer you can pay with your credit card. PayPal acts as a carrier here. You do not need a PAyPal account to pay with this payment method.

Enter your credit card details and pay securely via PayPal. When paying by credit card, your data is protected by a special encryption process.

If you choose the payment method "payment in advance", you transfer the amount due to our account after completing your order. Once we receive the amount, we will process your order immediately. Payment in advance can take 1-2 working days between banks until we receive your payment.

Payment procedure

1. Select "Prepayment" during the order process.
2. After completing your order, you will receive all details about our bank account by email. 
3. Simply transfer the outstanding amount to our bank account.
4. When transferring the money, please state your order number and your name in the reason for payment! This is very important so that we can allocate your payment and thus guarantee a quick process.

PS: You can also find the bank details in our customer centre under bank details.

All other payment methods are carried out via PayPal Checkout. PayPal serves as a carrier here. With e.g. Ratepay, please do not pay your invoice to us! Please make sure that you transfer the payment to the respective service provider. A payment to us directly is not possible and the item is not considered paid. You are entering into a contract with RatePay or a payment service provider of your choice with whom you are entering into a contract for payment.

Of course, you can also simply return the products you purchased online to us.

It's as simple as this:

1. Fill out the enclosed return form (included in the order confirmation - or print it out from the customer centre).

2. Pack the item and enclose the return form.

3. Prepare the parcel:
   You are free to choose your parcel service. Our recommendation: Compare the prices.

   
   
   • Frank the parcel sufficiently and send it to the following address:
     Salty Smile Vertriebs UG(haftungsbeschränkt)
     z.H. Stefan Grett
     Am Domhof 30
     33378 Rheda-Wiedenbrück
     Germany
4. Hand in the parcel to the appropriate parcel service provider and keep your consignment number for 6 months.

Please Note:

• • If your order includes multiple items or consists of multiple orders that were shipped separately, you can return them to us in one package. Please note the order number and item information on the return form.
  • Please make a note of the number (tracking number) on the return label under the barcode. This way you can check if your shipment has arrived and track it.
  • Keep the receipt you receive when you post your parcel. If your parcel gets lost, you will need it for tracking purposes.
    We will only take responsibility for the return once the package has reached our warehouse. We will inform you as soon as we have received your parcel.
  • If your order was delivered by a forwarding agent or as bulky goods, the costs of the return shipment must be borne by you in full.

You have ordered with Klarna and want to return something? 

This is how you proceed:

1. Pack the part of your order that you want to return and follow the instructions as described under "Return".
2. You need to inform Klarna that your open payment will be adjusted. To do this, open the Klarna app, select the relevant order and click on "Register return".
3. After you have registered your return, Klarna will pause your invoice while you send the product back to us. As soon as we receive it, we will update your Klarna invoice.

Return Form Download here:

If you do not like the ordered goods, you can cancel them within a period of 30 days from receipt of the goods by means of a clear declaration. You do not need a reason or a binding form for the revocation. You can submit this verbally, in text form (e.g. by e-mail) or by using the cancellation form. cancellation form bei uns einreichen. Download here:

COMPLAINTS & MANUFACTURER'S WARRANTY

If you wish to return the goods because they are defective in quality, please contact our customer service.