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FAQ

We are always happy to help in case you have questions. But you might be lucky to find the answer(s) you need in our Frequently Asked Questions (FAQ) below.

 

CAN'T FIND AN ANSWER TO YOUR QUESTION?

You are always welcome to contact us at MEsupport@hummel.net

0097145867402
We work from Saturday through Thursday from 9:30 AM till 6:00 PM in UAE timing. 

 

Orders

I have placed an order but haven't received an order confirmation - is my order accepted?
Please check your e-mail spam filter first. In case you don't find your order confirmation here, there is a risk that your order hasn't been properly registered. Please contact us to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.

Can I make changes to an order I made?
Unfortunately, we cannot make changes to your order or address information once the order has been placed, since our order processes run automatically. However, we might be able to stop your order from being dispatched, depending on the status of the order. In case you regret the content of your order, you can deny receiving it and it will be returned to our warehouse and refunded. In case you accidently made an error in the address information, DHL might also return it to us depending on the type of error. In that case, your order will be refunded.

Shipping

MY ORDER SEEMS TO BE DELAYED - WHAT SHOULD I DO?

Longer delivery times during certain campaigns, such as sales and Black Friday, may occur. Please contact us so we can ensure you receive your parcel as quickly as possible.

WHAT IS THE DELIVERY TIME?

We deliver in 5-7 business days after you have placed your order with us.

During holiday or promotional periods (such as Black Friday and Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to significant increases in order volume.

Can I track my delivery?

Yes, once your order has been dispatched, you will receive an e-mail from us containing your invoice and tracking number.

Returns

HOW DO I RETURN MY ORDER?

With Hummel 14-days return policy, there are no catches. All we ask is that you send the items back to us in the original packaging, label, and tags, and make sure the merchandise is in the same condition. To ensure the following conditions are met please check Return Policy Page.

HOW LONG WILL IT TAKE BEFORE I RECEIVE MY REFUND?

Our refund will be processed and a credit will be automatically applied to your credit card within 10 to 14 business days.

WHAT CAN I DO IF I BOUGHT AN ITEM ON SALE BUT I NEED A DIFFERENT SIZE AND NOW THE OFFER HAS EXPIRED?

 

THE OFFER HAS EXPIRED? Unfortunately, it is not possible to place an order on an item with a reduced price if the offer has expired. Instead, we recommend that your order the item in both sizes if you're about which one fits you the best and wants to make use of the discount. Afterward, you can always make use of your return rights.

I AM BUYING A PRESENT - HOW CAN IT BE RETURNED?

 

You or the receiver of the present are always welcome to return the product. Please save your e-mail with the invoice for reference. Please note that we can only refund to the payment solution applied at the order placement.

You can read more about how to return in our return policy.

CAN I EXCHANGE AN ITEM INSTEAD OF GETTING A REFUND?

Unfortunately, we are not able to offer an exchange service. Instead, your order will be refunded and you can place a new order.

Items purchased at sale or with a discount code can only be re-ordered with the same offer if the offer prices are still valid.

MY PRODUCT IS FAULTY - WHAT SHOULD I DO?

We have a very strict quality control and we ensure that our products are tested regularly. However, should you need to file a complaint regarding a product purchased on me.hummel.net, you can read more about how to make a claim in our return policy.

Please note that we are not able to handle claims on products purchased at another retailer.

Payment

I AM EXPERIENCING PROBLEMS DURING CHECKOUT – WHAT DO I DO?

Please try another browser -.preferably Google Chrome, Safari or Mozilla Firefox. If this doesn't help, there might be a technical error and we would love to hear from you in order for us to solve the problem and help you complete your order.

WHERE CAN I REDEEM MY DISCOUNT CODE?

If you have a discount code, you can redeem it by going to the shopping cart in the upper right corner. In the right side under the box with images of payment solutions, you will find the field PROMOTION CODE. Click on this, paste in your code and click ‘Apply’. Your discount is now activated.

Discount codes and gift cards

HOW DO I USE A DISCOUNT CODE?

The discount code is to be entered at check-out before you complete your purchase. There will be a box where you can type in or paste in your discount code. Please be aware that it is case sensitive and there must be no spaces.

MY DISCOUNT CODE IS NOT WORKING?

Please note that the discount codes are case sensitive and no spacing must be used. If you have received a discount code by e-mail, we recommend you to copy-paste this into the discount code field to avoid typing errors and similar. 

Moreover, there may be particular conditions and/or requirements set for your discount code. Check to see if the discount code can be used with the items that you have in your basket. The conditions will be set out in the e-mail you received containing the discount code.

If you are still experiencing problems, please feel free to contact our customer service. 

CAN DISCOUNT CODES BE USED ON REDUCED ITEMS?

No, it is not possible to combine discount codes. You can only use one discount code per order.

I HAVE USED A DISCOUNT CODE ON MY ORDER AND WISH TO RETURN IT - WILL I GET A NEW DISCOUNT?

It depends on which type of discount code you have used. If you have made a purchase using a percentage discount (e.g. 10%), you will get the purchase amount refunded to your payment card and we will not issue a new discount code.

If you have purchased using a fixed sum (e.g 20 GBP) as a discount, please contact customer services if wish to return one or more items from the order.

I HAVE ALREADY COMPLETED MY PURCHASE - CAN I USE MY DISCOUNT CODE?

No, unfortunately, you cannot use a discount code if your purchase has already been completed. All the orders are handled as quickly as possible after completion and for this reason it is not possible to use a discount code on an order that has already been completed.

CAN I BUY A GIFT CERTIFICATE FOR THE HUMMEL ONLINE SHOP?

Unfortunately, we are not able to offer gift certificates for use in the hummel online shop. But if you are looking for a present, remember that the recipient is welcome to return it. Just keep the return label and the confirmation of shipment as these will be required for return.

Other

CAN I GET NOTIFIED WHEN A SPECIFIC ITEM IS BACK IN STOCK?

Yes, we would be happy to look into it. Whether an item will be back in stock or not depends on the product at hand and/or time of season. Please contact our customer service with information about the style number or product name.

I RECENTLY PURCHASED AN ITEM ON YOUR WEBSHOP, THAT IS NOW ON OFFER - CAN I GET THE DIFFERENCE REFUNDED?

If the price of your ordered item(s) is reduced within 24 hours after you have placed your order, we will refund you the difference. In that case, please contact our customer service with your order number.