{"id":43368,"date":"2026-05-04T10:41:01","date_gmt":"2026-05-04T10:41:01","guid":{"rendered":"https:\/\/zoeppritz.com\/en\/?page_id=43368"},"modified":"2026-05-04T10:43:26","modified_gmt":"2026-05-04T10:43:26","slug":"faq","status":"publish","type":"page","link":"https:\/\/zoeppritz.com\/en\/faq","title":{"rendered":"FAQ"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row el_class=&#8221;content&#8211;container&#8221;][vc_column]        <div class=\"zp-text vc_custom_1739198677773  size--m mb--xl p--0 \" style=\"color:#111;\">\n            <strong>We are happy to help<\/strong> \u2013 Do you have any questions about our products? Or would you like more detailed information about your delivery, an exchange, or a cancellation?<br \/>\nSend us an email or simply give us a call. We are available Monday to Friday from 11 AM to 5 PM:<\/p>\n<p>        <\/div>\n            <div class=\"zp-text vc_custom_1704704814120  size--s mb--xl p--0 \" style=\"color:#111;\">\n            E-Mail: <a href=\"&#109;&#97;il&#116;&#111;:&#104;&#101;&#108;l&#111;&#64;z&#111;&#101;p&#112;&#114;i&#116;z&#46;com\">&#104;e&#108;&#108;o&#64;&#122;o&#101;&#112;&#112;r&#105;t&#122;.&#99;&#111;&#109;<\/a> | <a href=\"tel:+4989943973633\">+49 89 943 97 36 33<\/a>        <\/div>\n    [vc_empty_space height=&#8221;40&#8243;]        <div class=\"zp-grid--container grid-border vc_custom_1684913537351     \" >\n            <div class=\"zp-grid grid-border    mobile-size--12 tablet-size--12 desktop-size--12 height-auto \">\n                                                \n                        <h3 class=\"zp-title    size--xxs mb--0 p--s flex flex--justify-content--center flex--align-items--center\" style=\"color:#111;\">\n            <strong>COSTUMER ACCOUNT<br \/>\n<\/strong>        <\/h3>\n                <\/div>\n        <\/div>\n    [vc_tta_accordion c_icon=&#8221;&#8221; active_section=&#8221;&#8221; collapsible_all=&#8221;true&#8221;][vc_tta_section title=&#8221;I can&#8217;t log in?&#8221; tab_id=&#8221;1481857175930-ca6ee987-3609&#8243;][vc_column_text css=&#8221;&#8221;]Please check if you have entered your email address correctly. Have you entered your password correctly? Spaces are not allowed.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Forgot password?&#8221; tab_id=&#8221;1481863262422-22d60968-4e9d&#8221;][vc_column_text css=&#8221;&#8221;]Click on &#8216;My Account&#8217; &gt; &#8216;Login&#8217; in our online shop and then click on &#8216;Forgot password?&#8217;. Enter the email address you used to register with us, and we will send you a link to reset your password.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;How do I change my address?&#8221; tab_id=&#8221;1481857175977-98a95267-1450&#8243;][vc_column_text css=&#8221;&#8221;]Click on &#8216;Login&#8217; in our online shop and sign in with your email address and password. Under &#8216;Address Book,&#8217; you can update your billing or shipping address or add additional delivery addresses to your account.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Why should I create a customer account?&#8221; tab_id=&#8221;1481858076393-6199bff5-308a&#8221;][vc_column_text css=&#8221;&#8221;]Creating a customer account comes with many benefits: You can always check the current status of your order as well as your previous orders.<\/p>\n<ul>\n<li>Your addresses are automatically saved for future orders.<\/li>\n<li>You can store multiple shipping addresses in an address book.<\/li>\n<li>You can create wish lists in our online shop.<\/li>\n<li>You can receive notifications when an out-of-stock product becomes available again<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;How can I delete my customer account?&#8221; tab_id=&#8221;1674568947845-141aa167-5b28&#8243;]        <div class=\"zp-text vc_custom_1777889401761  size--s mb--0 p--0 \" style=\"color:#111;\">\n            If you would like to delete your customer account, please contact us via the contact form.        <\/div>\n    [\/vc_tta_section][\/vc_tta_accordion][vc_empty_space height=&#8221;40&#8243;]        <div class=\"zp-grid--container grid-border vc_custom_1684913537351     \" >\n            <div class=\"zp-grid grid-border    mobile-size--12 tablet-size--12 desktop-size--12 height-auto \">\n                                                \n                        <h3 class=\"zp-title    size--xxs mb--0 p--s flex flex--justify-content--center flex--align-items--center\" style=\"color:#111;\">\n            ORDER        <\/h3>\n                <\/div>\n        <\/div>\n    [vc_tta_accordion c_icon=&#8221;&#8221; active_section=&#8221;&#8221; collapsible_all=&#8221;true&#8221;][vc_tta_section title=&#8221;Can multiple orders be combined?&#8221; tab_id=&#8221;1481863275608-dad22377-ea4f&#8221;][vc_column_text css=&#8221;&#8221;]Unfortunately, it is not possible to combine multiple orders, as each order is processed immediately.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Can I change or cancel my order after placing it?&#8221; tab_id=&#8221;1481863275701-18665b8a-9f08&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p data-start=\"0\" data-end=\"72\">It is no longer possible to change your order after it has been placed.<\/p>\n<p data-start=\"74\" data-end=\"242\" data-is-last-node=\"\" data-is-only-node=\"\">As we forward all incoming orders to our logistics team immediately upon receipt to ensure the fastest possible processing, cancellation is unfortunately not possible.<\/p>\n<p>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;When will my order arrive?&#8221; tab_id=&#8221;1481863275811-4af6633b-d9e3&#8243;][vc_column_text css=&#8221;&#8221;]As soon as your order has left our central warehouse, we will send you a shipping confirmation along with a tracking code by email. You can use this tracking code to check the status of your order at any time.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Where can I view my orders?&#8221; tab_id=&#8221;1674569639783-dc3c281e-be01&#8243;]        <div class=\"zp-text vc_custom_1777890348379  size--s mb--0 p--0 \" style=\"color:#111;\">\n            You can view your orders by logging into your customer account using your email address and password. They are listed under the \u2018Orders\u2019 section.        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;How can I find out about the availability of items that are currently out of stock?&#8221; tab_id=&#8221;1674569717475-9201d1f8-bc75&#8243;]        <div class=\"zp-text vc_custom_1777890382507  size--s mb--0 p--0 \" style=\"color:#111;\">\n            Please click on the unavailable item, enter your email address under \u2018Join waiting list,\u2019 and confirm it. You will then receive an email from us as soon as the item is available again.        <\/div>\n    [\/vc_tta_section][\/vc_tta_accordion][vc_empty_space height=&#8221;40&#8243;]        <div class=\"zp-grid--container grid-border vc_custom_1684913537351     \" >\n            <div class=\"zp-grid grid-border    mobile-size--12 tablet-size--12 desktop-size--12 height-auto \">\n                                                \n                        <h3 class=\"zp-title    size--xxs mb--0 p--s flex flex--justify-content--center flex--align-items--center\" style=\"color:#111;\">\n            <strong>VOUCHER<\/strong>        <\/h3>\n                <\/div>\n        <\/div>\n    [vc_tta_accordion c_icon=&#8221;&#8221; active_section=&#8221;&#8221; collapsible_all=&#8221;true&#8221;][vc_tta_section title=&#8221;Can I apply a voucher to my order after it has been placed?&#8221; tab_id=&#8221;1481863313148-f80c3230-ba62&#8243;][vc_column_text css=&#8221;&#8221;]Vouchers can only be entered in the shopping cart during the checkout process. Unfortunately, it is not possible to apply them afterwards.,[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][vc_empty_space height=&#8221;40&#8243;]        <div class=\"zp-grid--container grid-border vc_custom_1684913537351     \" >\n            <div class=\"zp-grid grid-border    mobile-size--12 tablet-size--12 desktop-size--12 height-auto \">\n                                                \n                        <h3 class=\"zp-title    size--xxs mb--0 p--s flex flex--justify-content--center flex--align-items--center\" style=\"color:#111;\">\n            <strong>SHIPPING<\/strong>        <\/h3>\n                <\/div>\n        <\/div>\n    [vc_tta_accordion c_icon=&#8221;&#8221; active_section=&#8221;&#8221; collapsible_all=&#8221;true&#8221;][vc_tta_section title=&#8221;How much are the shipping costs?&#8221; tab_id=&#8221;1674570136866-642c1be8-1790&#8243;]        <div class=\"zp-text vc_custom_1777890551964  size--s mb--0 p--0 \" style=\"color:#111;\">\n            All information about our shipping costs can be found at the following link: <a href=\"https:\/\/zoeppritz.com\/en\/delivery\">https:\/\/zoeppritz.com\/en\/delivery<\/a>        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;Do I have to pay shipping costs multiple times if I place multiple orders?&#8221; tab_id=&#8221;1674570136883-abdd83e4-cd18&#8243;]        <div class=\"zp-text vc_custom_1777890587477  size--s mb--0 p--0 \" style=\"color:#111;\">\n            Yes, unfortunately you will have to pay shipping costs multiple times if you place multiple orders, as it is not possible for us to combine them.        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;How quickly do you deliver?&#8221; tab_id=&#8221;1674570414808-83d862a0-b075&#8243;]        <div class=\"zp-text vc_custom_1777890629699  size--s mb--0 p--0 \" style=\"color:#111;\">\n            We usually deliver available items within 2\u20133 business days.        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;Is express shipping available?&#8221; tab_id=&#8221;1675168351669-fd1cb05c-d6ef&#8221;]        <div class=\"zp-text vc_custom_1777890665129  size--s mb--0 p--0 \" style=\"color:#111;\">\n            Unfortunately, express shipping is not available.        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;Do you also deliver to parcel lockers?&#8221; tab_id=&#8221;1675168387444-37178041-c4c3&#8243;]        <div class=\"zp-text vc_custom_1777890694467  size--s mb--0 p--0 \" style=\"color:#111;\">\n            Unfortunately, delivery to parcel lockers is not possible due to security reasons of our shipping provider.        <\/div>\n    [\/vc_tta_section][\/vc_tta_accordion][vc_empty_space height=&#8221;40&#8243;]        <div class=\"zp-grid--container grid-border vc_custom_1684913537351     \" >\n            <div class=\"zp-grid grid-border    mobile-size--12 tablet-size--12 desktop-size--12 height-auto \">\n                                                \n                        <h3 class=\"zp-title    size--xxs mb--0 p--s flex flex--justify-content--center flex--align-items--center\" style=\"color:#111;\">\n            <strong>PAYMENT<\/strong>        <\/h3>\n                <\/div>\n        <\/div>\n    [vc_tta_accordion c_icon=&#8221;&#8221; active_section=&#8221;&#8221; collapsible_all=&#8221;true&#8221;][vc_tta_section title=&#8221;How can I pay in the ZOEPPRITZ 1828 online shop?&#8221; tab_id=&#8221;1675168526127-5dee0476-0d5c&#8221;]        <div class=\"zp-text vc_custom_1777890848762  size--s mb--0 p--0 \" style=\"color:#111;\">\n            We offer three payment methods in the ZOEPPRITZ 1828 online shop: PayPal, credit card (MasterCard and Visa), and \u2018Sofort\u2019 (instant bank transfer).        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;How does payment via PayPal work?&#8221; tab_id=&#8221;1675168526153-19c8f9ba-3434&#8243;]        <div class=\"zp-text vc_custom_1777890894909  size--s mb--0 p--0 \" style=\"color:#111;\">\n            Select PayPal as your payment method during checkout, and you will be redirected directly to PayPal. There, log in with your PayPal account. In the event of a return, the refund will be credited back to your PayPal account.        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;How does payment by credit card work?&#8221; tab_id=&#8221;1675168598456-cbe388db-0d6e&#8221;]        <div class=\"zp-text vc_custom_1777890946660  size--s mb--0 p--0 \" style=\"color:#111;\">\n            We offer the option to pay with Visa or MasterCard.<\/p>\n<p>For all payment transactions, we use the secure interface of the payment provider Unzer GmbH. All information during the payment process is encrypted using SSL, currently the most advanced security software for online transactions. This ensures the safety of your data.        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;How does Sofort (instant bank transfer) work?&#8221; tab_id=&#8221;1675168631490-0c3f6df8-ab5e&#8221;]        <div class=\"zp-text vc_custom_1777891004636  size--s mb--0 p--0 \" style=\"color:#111;\">\n            \u201cFor orders from Germany, Austria, Italy, the Netherlands, or Belgium, payment via \u2018Sofort\u2019 is available. You pay for your order in real time directly using your online banking details. The process is T\u00dcV-tested and certified\u2014you only need a bank account enabled for online banking with PIN\/TAN authentication. We as the shop never have access to your account or your login details.\u201d        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;Can I also pay by invoice?&#8221; tab_id=&#8221;1675168746442-3a9992eb-e15d&#8221;]        <div class=\"zp-text vc_custom_1777891032481  size--s mb--0 p--0 \" style=\"color:#111;\">\n            Payment by invoice is not available.        <\/div>\n    [\/vc_tta_section][vc_tta_section title=&#8221;Good to know:&#8221; tab_id=&#8221;1675168895172-adbd0d7d-78a8&#8243;]        <div class=\"zp-text vc_custom_1777891076874  size--s mb--0 p--0 \" style=\"color:#111;\">\n            Using our payment methods does not incur any additional costs for the customer.<\/p>\n<p>Each order includes a delivery note, a cancellation form, and an invoice showing the applicable VAT in the package.        <\/div>\n    [\/vc_tta_section][\/vc_tta_accordion][vc_empty_space height=&#8221;70&#8243;][vc_row_inner css=&#8221;.vc_custom_1684916921901{padding-left: 0px !important;}&#8221;][vc_column_inner width=&#8221;1\/2&#8243; css=&#8221;.vc_custom_1684926345551{margin-bottom: 15px !important;padding-right: 0px !important;padding-left: 0px !important;}&#8221;]        <h3 class=\"zp-title  zp-grid bold grid-border max--height--52 size--xxs mb--0 p--s flex flex--justify-content--center flex--align-items--center\" style=\"color:#111;\">\n            FURTHER QUESTIONS?        <\/h3>\n    [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243; css=&#8221;.vc_custom_1684926841541{margin-bottom: 15px !important;padding-right: 0px !important;padding-left: 0px !important;}&#8221;]        <a class=\"zp-button  width--full size--l variant--filled \" href=\"https:\/\/zoeppritz.com\/en\/contact\"  onclick=\"\">\n            CONTACT US        <\/a>\n    [\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row el_class=&#8221;content&#8211;container&#8221;][vc_column][vc_empty_space height=&#8221;40&#8243;][vc_tta_accordion c_icon=&#8221;&#8221; active_section=&#8221;&#8221; collapsible_all=&#8221;true&#8221;][vc_tta_section title=&#8221;I can&#8217;t log in?&#8221; tab_id=&#8221;1481857175930-ca6ee987-3609&#8243;][vc_column_text css=&#8221;&#8221;]Please check if you have entered your email address correctly. Have you entered your password correctly? Spaces are not allowed.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Forgot password?&#8221; tab_id=&#8221;1481863262422-22d60968-4e9d&#8221;][vc_column_text css=&#8221;&#8221;]Click on &#8216;My Account&#8217; &gt; &#8216;Login&#8217; in our online shop and then click on &#8216;Forgot password?&#8217;. Enter the email address you [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-43368","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>FAQ - ZOEPPRITZ1828<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/zoeppritz.com\/en\/faq\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FAQ\" \/>\n<meta property=\"og:description\" content=\"[vc_row el_class=&#8221;content&#8211;container&#8221;][vc_column][vc_empty_space height=&#8221;40&#8243;][vc_tta_accordion c_icon=&#8221;&#8221; active_section=&#8221;&#8221; collapsible_all=&#8221;true&#8221;][vc_tta_section title=&#8221;I can&#8217;t log in?&#8221; tab_id=&#8221;1481857175930-ca6ee987-3609&#8243;][vc_column_text css=&#8221;&#8221;]Please check if you have entered your email address correctly. 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