FAST & EASY
DELIVERY & RETURNS

FREE SERVICE HOTLINE
00 800 43 - 77 99 32 37

SAFE & SECURE
SECURE ONLINE SHOPPING

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YOUR ONLINE HELP

We have compiled a list of frequently asked questions about our online shop for you here, grouped into subject categories. Find all the information you need quickly and easily on our online help pages!

YOUR QUESTIONS

  1. There are two ways of searching for a product in the online shop:

    1. Browse our shop using the main menu.

    2. Enter a specific keyword in the search bar.

    Browse

    The menu bar at the top gives you an overview of the categories in our online shop. This is where you will find tabs such as Range, Outfits, New and Sale. Clicking on one of these tabs leads you to the respective area,

    where the main menu is then divided into relevant sub-categories. Example: Click on Range and you will be taken to a landing page with the sub-categories Blazers, Trousers, Shirts etc. Clicking on the sub-category of your choice (for example 'Blazers') will then show you the entire range of products in this sub-category. The menu on the left-hand side shows you various filtering options that allow you to narrow your choice down (e.g. to your size or the colour you would like). If there is a tick next to the field you have chosen, this particular filter will be applied. Clicking on the field again clears the filter. You may also combine several filtering options.

    Click on the product image for more detailed information about the respective product. This is where you can see, for example, the available colours and sizes; you can also put the product you have selected into your shopping basket from here. There is also a checkbox for choosing the colour, size and quantity you would like to order. The 'Outfits’ section features current trends - divided into the latest fashion colours. All products added to our online shop in the past fortnight are shown in the category 'New'. The 'Sale' area shows you items currently on sale.

    Search

    The search bar is also located at the top of the page, directly next to the subject areas. Enter your keyword (e.g. 'blazer') and click on the magnifying glass icon to start searching. The search results will then be shown in the form of a list including product image and price. Should your search fail to return any results, try a different keyword. Click on the product image in the list of search results for more detailed information about the respective product.

    By the way, clicking on the GERRY WEBER, TAIFUN or SAMOON by GERRY WEBER logo on the top left-hand side of the page will always take you back to our homepage.

  2. Once you have decided to buy one of our products (see explanation under point 1: browse), click on the 'Add to shopping basket' button. The quantity and the amount due for the items currently in your shopping basket will then be shown in the top right-hand corner of the header bar. You can view your shopping basket at any time by clicking on 'Shopping basket', and amend it as you go along. Clicking on the button 'Continue shopping' will take you to the most recently viewed shop category, and you can continue to browse the shop, and to add more items to your shopping basket.

    If you want to change the quantity of a product on the shopping basket page, simply change the quantity shown in the box next to the respective item. If you want to remove an item from the shopping basket, click on 'Remove' in the respective item line, and the item will be deleted from your shopping basket. Once you have added all of the items you would like to order to your shopping basket, click on 'Go to checkout’. This will take you to the customer login page.

  3. Combine any of the products shown in a particular colour theme in the 'Outfits' category with each other to create your individual outfit. The product details shown for each item, for example a particular blazer, also include some items that go well with the item you have decided on. Simply take a look at 'Our fashion experts recommend...'. You will find these items on the right-hand side in the product detail view, just below the 'Shopping basket' button.

  4. Of course. Simply go back to the product and select the respective size and colour. Then add this item (with the modified details) to the shopping basket. Should the product be out of stock in the colour or size selected, the notice 'Currently not available in this size/colour' will appear.

  5. When shopping in the online shop, you can use your shopping basket for items from all three shops. You can easily switch shops by clicking on the GERRY WEBER, TAIFUN or SAMOON by GERRY WEBER logos on the top left-hand side of each page. Go to 'Shopping basket' to view the quantity and overall amount due for the items you have selected. You will receive all of your items in one delivery. Your invoice will show all of the items from the various brands.

  6. Yes, use the 'Recommend item' function featured in the product details. Clicking on this button opens a second window with a form. This is where you can enter the name and the email address of the recipient, and add a personal message. Click on the 'Send now' button to send the email to the address you have entered. Of course we also respect the privacy of your friends and acquaintances and will never use their email addresses for advertising purposes.

  1. All products meet the strict GERRY WEBER, TAIFUN and SAMOON BY GERRY WEBER quality standards, regardless of whether you purchase them at a House of GERRY WEBER retail outlet or from our online shop.

  2. You can view the washing and care instructions for the items for sale in our online shop by clicking on 'Washing instructions' in the product details. Our size guide also features a tab labelled 'Washing instructions', which explains the most common care labelling symbols.

  3. Yes, all product details also feature a close up image of a particular detail. Clicking on the magnifying glass icon opens another window showing a magnified picture of the product. You can also simply hover above the product image with the mouse. This will automatically show you a close up of that particular area on the right-hand side of your screen.

  1. All of the items for sale in our online shop are of course from the current collection and available for as long as they are shown in the shop.

  2. We constantly update the range of items we sell online for you. If a recently viewed item is now longer featured, it may either be temporarily out of stock or already sold out.

  3. Yes. Sometimes, currently unavailable products are available again at a later date. In this case, please do not hesitate to contact our team. We will call you back or send you an email.

  1. The minimum order value in our online shop is 40 GBP.

  2. If you created a customer account when you placed your order, you can view your personal order details and the delivery status at any time by clicking on the 'My Account' button at the very top of each page.
    Should you have any further queries regarding your order, please do not hesitate to contact our customer services department. They will then send you an email or call you to tell you about the status of your order. Clicking on the 'Contact us' link shown at the bottom of each page leads you to a form. Simply complete the form to get in touch with our team. You can reach our hotline Monday to Friday between 09:00 a.m. and 06:00 p.m. on the international freecall number 00 800 - 43 77 99 32 37.

  3. Providing your order has not been dispatched yet, you can reach our hotline Monday to Friday between 09:00 a.m. and 06:00 p.m. on the international freecall number 00 800 - 43 77 99 32 37 to ask our customer services department to amend your order, or use the contact form on the website to ask them to do so. Please note that for technical reasons, we cannot amend any address details on orders already submitted. However, you can still simply remove items from an open order which has not been processed yet.

  4. When you have reached the 'Review and submit' stage of the ordering process, all items are shown once more in the form of a table. You will also be asked to review your contact details and the payment method you have chosen. By submitting your order, you accept the General Terms and Conditions, which you can read by clicking on the respective link below the list of items. Then click on 'Submit order'. Before your order is accepted, our system will run a plausibility check on the data entered.

  5. After submitting your order, you will be sent an email to confirm our receipt of your order. For your information, this confirmation email shows all of the items you have ordered from us, and the delivery address. You will also be sent an email as soon as your items have been dispatched.

  6. Yes. Once you have logged in with your email address and password, you will be shown an overview of your personal details. This is where you can select and enter an alternative delivery address. The delivery and your invoice will then be sent to this alternative delivery address. You can manage several delivery addresses in your personal area under 'My Account'. Simply select the applicable delivery address when you place your order.

  7. If you have not purchased anything from our online shop before, you must first register for online shopping. When you register with us, you enter your personal details and select your unique password. We will save these details. The next time you visit our shop, all you have to do is login with your email address and your password. The details you entered when you registered with us will then be completed automatically. Of course you can amend your details at any time. This registration makes the whole online shopping process easier and more comfortable for you. We appreciate your trust in us and respect your privacy. We consider your data confidential and apply the highest security standards in order to protect your data against unauthorised access by third parties.

  8. Of course. Simply select 'I would like to order without creating a customer account' on the login page. Please note that you will have to enter all of your details again the next time you order from us, as we will not save them to make things faster for you the next time you visit our shop!

  9. If you are a returning customer, you only need to enter your email address and password to log in. The details we have on file for you will then be inserted automatically in the course of the ordering process. If you have forgotten your password, click on the link 'I can't remember my password' on the login page and we will send you an email with your password.

  1. The prices are the same in both. You can buy everything you can buy in the retail outlets for the same price in our online shop, always assuming they are for sale or still available there as well. The current price shown when the online shop order is submitted is legally binding.

  2. Unfortunately, we are unable to offer discounts. However, we do pay the delivery charges if you want to return items.

  3. No, the price at the time of ordering is the legally binding price.

  1. You can pay for the items you have ordered from us with your credit or debit card, or use PayPal to pay. In accordance with our internal credit guidelines, we may in exceptional cases reserve the right to refuse to process orders.

    We accept Mastercard and Visa credit cards. The debit cards we accept are Maestro, VISA Electron and Carte Bleue.

    You choose the payment method you would like to use for a particular order once you have entered your personal details. If you have created a customer account, you can save your preferred payment method for future orders.

  2. If you have received a promo voucher, you can enter the voucher code directly in the shopping basket to redeem it.

    Each voucher shows a voucher code which you need to enter in the respective field. Once you have entered the code, confirm the process by clicking on the text link 'Redeem'. The voucher value will appear on your order summary as a separate item, which will then be deducted from the total invoice amount. Please remember the following: An online voucher can only be redeemed once. Only one online voucher may be redeemed on each order. Online vouchers are not accepted in the retail outlets.

    Important notice: As yet, a gift voucher purchased in a retail outlet cannot be redeemed by using it to pay for purchases in the online shop!

  3. Yes, an invoice and a returns form are enclosed with each delivery.

  4. The price stated already includes VAT. However, the VAT amount included is shown separately on the invoice.

  5. Unfortunately, we are unable to offer discounts or rebates for cash or prompt payment.

  6. When you pay by credit / debit card, the invoice amount will not be charged to your card until your order has been dispatched.

  7. Once we have received and processed the item(s) you have returned to us, you will receive an email which confirms that the items have been returned.

    If you have already paid the invoice amount in full, we will immediately pay you back the money you paid for the item(s) you have returned to us.

    If you have paid by credit or debit card, we will immediately credit the card you have used to pay for your order with the amount you paid for the item(s) you have returned to us. If you paid for your order using PayPal, we will credit the PayPal account you used with the amount you paid for the item(s) you have returned to us.

  1. We appreciate your trust in us and respect your privacy. We consider your data confidential and apply the highest security standards in order to protect your data against unauthorised access by third parties. Your order, your personal data and your payment processing details are protected by a secure payment processing system. All your data is transmitted securely via SSL (Secure Socket Layer). SSL is also the technology which banks use to protect your data when you bank online with them.

  2. We adhere to the general data protection laws applicable in Germany, which means that we are legally obliged to not share your data with any unauthorised third parties unless this is required to process your order.

  3. We always consider the privacy of our customers when processing their data, and act in accordance with the legal regulations at all times. We use your personal details in the order processing procedure and to maintain our business relationship with you, and will share these with third parties if necessary, for example with the delivery service providers. To check your creditworthiness, we may also share your data with the providers of a respective service.

  1. All orders are always delivered as soon as possible. If you have opted for the UPS delivery service, you will usually receive your order within 3-5 working days.

  2. Orders placed on www.house-of-gerry-weber.eu will be delivered to customers in the United Kingdom, France, Belgium and Sweden. However, you can also use our other fashion online shop if you would like your order to be delivered to Germany, Austria, Switzerland, the Netherlands or Poland. Currently, we do not deliver to any other countries.

  3. Our online shop is open 24/7. You can therefore place an order online at any time. However, we usually deliver Mondays to Fridays only, excluding public holidays.

  4. Our packing team packages all items carefully and suitably before the parcels leave our warehouse. Please inform the parcel delivery service immediately if a package appears to be damaged. If this is not possible at the time of receipt, please contact us straight away. You can reach our hotline Monday to Friday between 09:00 a.m. and 06:00 p.m. on the international freecall number 00 800 - 43 77 99 32 37.

  5. We deliver the items you have ordered to your home at a delivery charge of 3.95 GBP. Should you return the entire order to us, we will reimburse you the delivery charges. We do pay the delivery charges if you want to return items.

  6. The delivery service provider UPS will deal with the delivery of the items you have ordered in our online shop. You have the choice of having the parcel delivered to your home address or to a UPS Paketshop (service available in the United Kingdom and France).

  7. In each European country, the delivery service will attempt to deliver a parcel three times. If the parcel cannot be delivered, or if it was delivered to an alternative address, for example left with a neighbour, UPS will leave you a note. If it has not been possible to deliver the parcel, the recipient can ask for it to be sent to an alternative address, for example their workplace.

  8. If you have not received your order within 7 working days, you can reach our hotline Monday to Friday between 09:00 a.m. and 06:00 p.m. on the international freecall number 00 800 - 43 77 99 32 37 or use the contact form on the website to get in touch with us. We are happy to track your order for you.

  1. We want you to be 100% satisfied. Should there be a problem with the items you have ordered (for example damaged items, wrong fashion, wrong item), you can send the respective item back to us within 14 days of receipt. However, we will not refund your money if the damages on the items appear to have been caused by you. They cannot be exchanged in any of our retail outlets.

  2. No. Just keep to the 14-day deadline when returning items to us, and complete the returns form correctly. Then contact the UPS collection service (the number is on the delivery note). The service team will then agree a date for the collection of your parcel, which should be as soon as convenient for you. However, we would like to ask you to tell us why you are returning the item(s), even though you are not legally obliged to do so. You will therefore see a choice of reasons for return on the returns form. Please choose the applicable reason for your return and write it into the respective space.

  3. If at all possible, please use the original packaging.

  4. Please contact the UPS collection service (you will find the number on the delivery note). The service team will then agree a date for the collection of your parcel, which should be as soon as convenient for you. When the parcel service arrives to collect your parcel, you simply hand them the parcel together with the completed returns form. It is therefore advisable to use the original packaging. Enclose the completed returns form with the parcel so we can allocate the items correctly, and pay you back the amount you paid for the returned items straight away. You must attach the ‘Return to sender’ label to your parcel. You will find it on your invoice. Sending items back to us is only free of charge for you if you attach the ‘Return to sender’ label! You can also hand your parcel in to a UPS / Kiala Paketshop within the statutory 14 days after receipt. Please use the original packaging if you can.

  5. No, please do not enclose a new order or a request for exchange with the items you are returning. Simply place a new order in our online shop, which is open 24/7.

  6. You can return damaged items to us free of charge (see 'Returns'), and order a replacement in our online shop. Unfortunately, we are unable to offer a rebate for damaged items. After all, we want you to be 100% satisfied with our products!

  1. Should you have a question, please use the contact form on our website to contact us, or call our customer services department. You can reach our hotline Monday to Friday between 09:00 a.m. and 06:00 p.m. on the international freecall number 00 800 - 43 77 99 32 37.

  2. Don't miss out on anything! Simply subscribe to your free personal newsletter. We will then regularly send you information about the latest fashion trends, the online shop and current promotions – such as competitions – via email. Click on the 'Subscribe to newsletter' link shown at the bottom of each page. You will then be redirected to the respective form.

  3. Each newsletter contains an 'Unsubscribe' link; you can therefore unsubscribe from the newsletter or amend your email address at any time. You can also unsubscribe from the newsletter or amend you address details in the online shop. Call up the 'Newsletter' menu and click on the 'Unsubscribe' link. Then enter your current email address into the space provided and click on 'Send'. You will be sent an immediate confirmation email, or a message will appear on your screen to confirm that your email address has been unsubscribed. You can amend your email address under 'Address'.

  4. Just go to our homepage and click on the 'Our brands' text link at the bottom of the page for a brief description of our different brands. Go to www.gerryweber.com for more detailed information about the entire company.

  5. We value your opinion! What do you think of our online shop? Is there anything we could improve? Go to the bottom of the homepage. Under 'Your opinion', you will find a feedback form. If you have a specific question you would like our customer services to answer, please use the form supplied under 'Contact us', which is also at the bottom of the page.

  1. Ideally, your screen resolution should be set to at least 1,024 x 768 pixels. To be able to use all of the online shop's functions, your browser should at least be version 7.0 (Internet Explorer) or 3.0 upwards (Firefox).

  2. No, you do not need a Flash Player.

  3. Yes. JavaScript is an object-based script developed by Netscape to display HTML webpages dynamically. JavaScript is used, for example, to check data entered into forms, to carry out calculations, or to display running text. JavaScript runs in the user's browser and not on the server where the websites are stored. This means that your browser can only run JavaScript as it reads a website, or once it has read a website. Check whether JavaScript is enabled on the browser you are currently using. If you use Internet Explorer, you can check this by going to Tools/Internet Options/Security/Custom Level/Active Scripting/Enable.

  4. To be able to place an order in the online shop, your browser's security settings must permit the storing of cookies on your PC. Cookies are entries in a database on the computer and serve the exchange of information between computer programmes, or the temporary archiving of data records for recognition purposes. The use of cookies is common practice. It makes the website more user-friendly for visitors, as the pages are customised to match their online behaviour. Initially, the cookies stored by us on your computer will remain there for an unlimited period, although you may delete them at any time. We use the information provided by cookies for anonymous evaluations; they are not associated with any personal address data.


Please do not hesitate to contact one of our customer services consultants if you have a question that has not been answered above. Simply complete our contact form and somebody will be in touch with you right away.