FAQ
We are happy to help you and have already answered the most frequently asked questions for you.
Q1 - When can I expect my order?
A1 - Our average delivery time is 7-15 business days. This is because our products are shipped directly from the supplier to you. This business model saves us storage and transportation costs, allowing us to offer the products at a lower price than our competitors and cover the shipping costs ourselves. When we are very busy, this can sometimes result in additional delivery times. We will do everything possible to arrange shipping for you as quickly as possible.
Click here to track your order live
Q2 - The expected delivery time has passed, where is my order?
A2 - In almost all cases, orders are delivered within the estimated delivery time. Unfortunately, sometimes an order may be delayed. You can check the status of your order using the following link: Click here to track your order.
Q3 - I'm missing one or more products in my order, how is that possible?
A3 - Since we work with multiple suppliers, products may be shipped separately. If any items are missing from your order, you will usually receive them within 2-3 days. We apologize for any inconvenience.
Q4 - How much are the shipping costs?
A4 - We negotiate with suppliers to achieve competitive prices, so our prices include shipping.
Q5 - Why don't you have telephone customer service?
A5 - To offer telephone customer service, we would need to have permanent staff available by phone at all times. This would require purchasing and/or renting an office and telephones. Without all these costs, we can offer you more competitive prices. Lisa is available every day of the week via our email address info@pretenoris.de. Lisa's passion and mission is to make and keep our customers as satisfied as possible, which is why she's happy to go the extra mile!
Q6 - I am not satisfied with my product, can I return it?
A6 - Although we do our best to provide you with the best products, you can return any order within 30 days of delivery without giving any reason.
Q7 - I want to return an item, what do I need to do?
A7 - If you are not satisfied with your order, you can exchange or return it within 14 days of receipt. Products must be returned in their original condition and with all tags and labels attached. The product must not show any signs of wear.
Returns must always include a track & trace code. The sender is always responsible for shipping.
Once we receive your returned items, we will ensure that the purchase amount is credited to your account within 5 days.
Q8 - Where can I find my track-en-trace code?
A8 - Click here to track your order. Enter your email address and order number on this page to track your package.
Q9 - The track-en-trace code does not provide any information, how is this possible?
A9 - Track and trace information will be available from the moment your package arrives at the shipping company. Please note that delays may occur while your order is still being processed. After the processing time has elapsed, the track and trace code will be active. Processing time is typically 1-3 days.
Q10 - I have not received an order confirmation, is that possible?
A10 - Have you placed and paid for an order but have not received confirmation?
Please check your spam folder first. If you don't receive an email from us there, please contact us.
Q11 - I would like to cancel my order, is that possible?
A11 - If you wish to cancel an order before it has been dispatched, you can do so free of charge. We recommend doing so as soon as possible, as 99% of our orders are automatically forwarded to our suppliers. Once an order has been dispatched, we cannot cancel it.
If your order has already been shipped and you would like to cancel it, you will need to return the package to us.