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Always check your spam folder first. Oftentimes, the order confirmation email lands up in the spam folder due to the email settings.
If you do not receive an order confirmation email immediately after an order has been placed, the email address may have been entered incorrectly or the order process was not completed successfully.
In such cases, we ask that you contact our Customer Service.
Modifications need to be processed by our Customer Service Team. As long as your order has not been assembled for dispatch, modifications and cancellations can be processed quickly and easily.
We do our best to fulfil your requests. Modifications and cancellations cannot be processed once a package has been assembled for dispatch or shipped.
If the parcel is not assembled or shipped, the order will be blocked until the desired modifications are conveyed by the customer.
Please note that any product cancellations within any one order may incur additional delivery fees if the total order value is not eligible to free delivery.
If the package is out for delivery, the order must be returned to our warehouse before any modifications or cancellations can be processed.
In order to process any modifications in a timely manner, we kindly ask that these changes or cancellation requests are conveyed in the first email correspondence that includes the following information:
If you would like to cancel the entire order after the payment has been received by our Finance Department, please state whether you would like the refund in form of a transfer (credit card, Paypal, bank transfer, etc.) or if you would prefer a store voucher. If the payment was settled using a bank transfer, we kindly ask you provide us with the BIC and IBAN codes corresponding to your bank account in order to issue a refund.
Should you opt to add an additional product to your order, please let us know which payment method you would like to use in order to settle the additional costs.
Please contact our Customer Service to amend changes that need to be made to your billing address. If your package has been dispatched, the selected carrier will be notified of the changes. However, we cannot guarantee that the package will be delivered to the amended delivery address.
Under "My Orders" you will find an overview of your previous orders. Track the progress of your order and retrieve any specific details regarding these orders.
Once an order is dispatched from our warehouse, a confirmation of dispatch email is sent to the email address provided. The confirmation of dispatch email also contains the tracking code assigned to your package.
In such cases, an additional delivery attempt may follow or you may be notified that the package was taken to a nearby location for collection. Please consult your tracking details for more for information.
It may be beneficial to use an alternative delivery address in such cases, i.e. a work address for instance.
Normally, it is customary in Austria that at least one delivery attempt carried out for private customers. The second delivery attempt is at the discretion of the postman.
We recommend downloading the Post App (German) on your mobile phone in order to arrange any necessary modifications.
By using the app it allows you to reroute the shipment or arrange that the shipment is delivered to a preferred location.
When the carrier delivers a damaged package only accept the package if you are given the option of signing a document stating: "Accepted subject to...". If this option is not available, please refuse the package.
When there are no visible signs that the package is damaged upon delivery, you accept the package and thereafter only notice that one or more products have been damaged, we kindly ask you contact our Customer Service.
Note: It is essential that you do not dispose of the package and its contents. Please send us an image along with your contact details via email as these are required to process the claim.
Please note that we do not accept liability for any damage that may occur as a result of using forwarding shipping companies.
Your package has not been delivered, you have not been carded, and neither has the package been left with a neighbour? In such cases we kindly ask you get in touch with our Customer Service Team. We will do our best to locate the package, and if need be, issue a formal investigation as to the whereabouts thereof.
The order may have been dispatched using a partial delivery method. This information will be stated on the invoice received.
If this is not the case, an error may have occurred. Please do contact us as soon as possible.
https://www.pools.shop/en/info/contact
Our sincere apologies for the error in delivery!
We kindly ask you contact our Customer Service Team if an incorrect product was delivered.
