General Questions
How do I use Dakine Shop?
How do I place items into the shopping cart?
What does "Kasse" (checkout) mean? How to confirm an order?
What does "ready for shipment within 1 business day" mean (ready for shipment within 48 hours)?
When do I receive ordered items, how will the items be shipped and how long will it take?
How are orders from other EU countries processed (or other countries not within the EU?)
Not all colors are shown in the color selection range. What does that mean?
What are color patterns?
Which items are available in which color patterns?
What does "Canvas" mean?

Registration and Ordering
What does "Kundenregistrierung" (customer registration) mean?
What does "Datenschutz" (data protection) mean?
Is it possible to place an order via telephone?
When can I contact Dakine by telephone for detailed questions?
How do I redeem a voucher?
What does “Bestellstatus” (purchase order status) mean?
Why did I not receive the standard confirmation e-mail?

Exchange and Complaint
I want to return an item, what do I have to do?
I want to exchange an item, what do I have to do?
In which condition does the product have to be if I send it back?
How do I get my money refunded in case of a cancellation or reshipment?
How long is the guarantee on Dakine articles?
What kinds of damages are excluded from the guarantee?
How do I proceed with processing a guarantee claim?

Delivery and Payment
Can I pick up my order personally?
Can I get a catalogue or stickers?
How does shipping to foreign countries work, how much does it cost, and do I have to pay custom taxes?
What if I am not at home when my order is delivered?
How much are shipping and handling costs within Germany?
Is there a minimum order value or an extra charge for small quantities?
My order value is EUR 39.95 – do I have to pay shipping costs because of a .05 cent deficit?
What are my payment options?



How do I use Dakine Shop?
Navigating through our shop is easy and clearly arranged: on the left hand side you will find the main menu with a list of the main categories. By clicking on one of those categories, a submenu will open showing the subcategories. In the top right corner you will find a red boxand side always shows the items you have already put into it. Should you already have a customer account, you can login to the shop in the top right corner.


How do I register for a customer account?
The first step in the order process is the registration. If you already have an account with www.Dakine-shop.de, you only have to type in your e-mail address and your password. In case you have forgotten your password, we will send you new one with a link. If you do not yet have a customer account with www.Dakine-shop.de, you can register as a new customer on the homepage by clicking on "Kundenkonto" (customer account). Here are some advantages for having your own account:

- Registration is absolutely free of charge.
- See current orders and view delivery status.
- See a list of your previous orders.
- Convenient administration of your addresses of delivery, methods of payment and personal settings.
- Should you have a complaint, but you no longer have the invoice, it is easier to find the purchase date with your order list. Please make sure that your e-mail address is correct, otherwise you won't get our e-mails!
- With registration you can choose your own password!!!

Moreover, it is necessary to have an account to place orders.

If you are already registered, the address form should be already filled out. If not, please complete the address form. In any case, all fields with red starlets have to be filled to place an order.



How do I place items into the shopping cart?
You have to put items into your shopping cart to order them. The shopping cart is in the right upper corner in the main menu. For placing items into your shopping cart, you have to click on the button (number of pieces) "IN DEN KORB" (add to shopping cart) after the article description. The content of your shopping cart is constantly updated. If you like a product and are thinking about buying it, you can click on "Kaufen" (buy) in the detail view of the respective item. By clicking on that button the item will be added to your shopping cart. Articles in your shopping cart, which you do not want to buy, can be removed any time by checking the box "Entfernen" (remove) and clicking on "Aktualisieren" (refresh). All articles in the shopping cart are only selected, but not yet bought, as long as you do not click on "Kasse" (checkout), complete the ordering process, and confirm your order.

What are "Angebote" (special offers)?
In the category "Angebote" (special offers) you can find bargain products and save money. Because these offers always sell out relatively fast, we recommend signing up for our newsletter and to check the "Angebote" (special offers) section more often.



What is "Kasse" (checkout)? How to confirm an order
If you want to purchase all articles in your shopping cart, click on the button "Kasse" (checkout). You will then be led through the order process in 4 steps. This is necessary as we need additional information like your shipping address and preferred method of payment. You will have to complete all 4 steps to place your order. It is also important that you read and agree to our general terms and conditions including the "power of revocation" by checking the little box. Once all information is entered and you have placed your order, you will receive a confirmation e-mail summarizing your order for later reference.



What does "ready for shipment within 1 business day*" mean (ready for shipment within 48 hours)?
All articles that can be purchased in our shop are in stock. If you place an order before 4:30 pm and choose credit card, COD or Paypal as method of payment, your order will be dispatched on the same day. Orders placed after 4:30 pm will be dispatched the following business day*.
Orders placed using "Vorkasse" (payment in advance) as method of payment will be dispatched no later than one business day* after receipt of payment. Generally, about 2-4 days of handling time for the banks has to be taken into account. The receipt of payment will be confirmed with "Betrag erhalten" (payment received) by e-mail. Should you not receive such an e-mail within 6 days after placing the payment, please contact us by e-mail or telephone.

*Business days are Monday to Friday.



When do I receive ordered items, how will the items be shipped and how long will it take?
After receipt of payment, the order will be prepared for shipment. This will be confirmed via e-mail with a note "In Bearbeitung" (in process). Once the order has left our premises, its status will be changed to „Artikel versendet“ (order dispatched) and it will now be on its way to you.

In Germany orders will be sent by DHL. Delivery is usually made 1 or 2 days after the order has left our premises (in larger cities, 90 percent of the deliveries are made the next day).
If the delivery is not made within 4 days after you received our e-mail note, please contact us so that we can track your shipment with DHL.

Delivery is made during business hours from Monday to Saturday.



How are orders from other EU countries (or countries not within the EU) handled?
In Europe, orders will be delivered by DHL (this does not include Luxembourg, The Netherlands, Belgium and Denmark – for those countries we use GLS). On average, delivery takes 2 to 4 days. If the delivery is not made within 4 days after you received our e-mail note, please contact us so that we can get in contact with the respective distributor.



Not all colors are shown in the color selection range. What does that mean?
At the moment, only the colors listed are in stock. Other colors are sold out, unfortunately. Please contact us via e-mail or telephone to get more information about when these colors will be available again.



What are color patterns?
Color patterns are for showing you the colors more clearly. In this section you can see magnified color samples/patterns. These colors may differ slightly compared to the original and may not have a color match of 100 percent, as all computers display colors differently.



Which items are available in which color patterns?
On the left you will find a box saying "Erweiterte Suche" (advanced search) where you can search for certain article names or colors. There, you can enter, for example, the color you are looking for and you will get a list of all items available in this color.



What does "Canvas" mean?
"Canvas" is an extremely durable material, however, only slightly waterproof. Because of its composition there could be minor irregularities which are, however, intended to provide a special style.



What does "Kundenregistrierung" (customer registration) mean?
If you register at our shop using user name and password, you will have access to your own data including the following features:
- Order tracking / order status
- creating and modifying wish lists
- sign up to / unsubscribe from our newsletter
- update / modify your personal data

It is worthwhile to register with us.
How to become a new customer!!! You can create your customer account at any time. This is free of charge and not dependent on submitting an order.
Nevertheless, you should pay attention to enter all data and information, like name, address, invoice address, delivery address and above all e-mail address, correctly.
After completing your registration you will get a confirmation e-mail immediately. In case you do not receive a confirmation e-mail, please double-check the e-mail address you entered or also your Spam folder.

I have forgotten my e-mail address or my password. What can I do?
If you have forgotten your password, you can have it sent to the e-mail address indicated at registration. If you have forgotten the e-mail address, please contact us by telephone. Although we can see the e-mail address, we cannot edit it because we do not have access to your personal data.



What does "Datenschutz" (data protection) mean?
YOUR DATA IS PROTECTED AND IS NOT TRANSMITTED TO THIRD PARTIES!!!
The personal data transmitted to us, order information and bank account information are only used and saved for processing your order within the scope of the valid data protection laws.
In addition, personal data, like address or credit card information, is exclusively protected via a secure SSL-encryption when making the payment. It is impossible for third parties to analyse your data.


Is it possible to place an order via telephone?
No, at the moment orders can only be placed online. You will only find items/articles in our shops which are all currently in stock. Placing orders by phone is currently not applicable.



When can I contact Dakine by telephone for detailed questions?
You can reach us from Monday to Friday, 9 am to 6 pm via telephone (+49 (0) 89/35061717) or e-mail (info@Dakine-shop.de ). E-mail enquiries are usually answered within 24 hours.



How do I redeem a voucher?
If you have a voucher (this also applies for promotion vouchers etc.), you can use it by entering the voucher in cash on delivery in the respective box in your shopping cart. After clicking on "Einlösen" (redeem), the voucher will be credited to your customer account. In order to redeem the voucher you will have to choose a method of payment, even if the value of the voucher exceeds the value of your order. Afterwards you may read the terms and conditions as usual and confirm your order to place it. Only one voucher can be used per order.



What does “Bestellstatus” (purchase order status) mean?
After placing an order you will receive a confirmation e-mail regarding the purchase order status. The status gives you information about the progress of your order. For example, "Betrag erhalten" (payment received) means that we have received the payment for your order and "In Bearbeitung" (in progress) means that your order is packed for shipment. The current status of your order can be enquired in the shop at any time, where we will inform you about any changes in the progress of your order. Additionally you will receive e-mails announcing a change of your order status, as well as a notification as soon as the items leave our premises.



I did not receive the standard confirmation e-mail?
If you did not receive a confirmation e-mail or any e-mail notifying you of a change of status of your order, please check whether the e-mail address used in your customer account is correct. You can do this by logging in to your customer account and checking the details in "Dein Konto" (your account), which can be found in the top right corner. Please also check your spam mail folder. If you cannot find any e-mail there either, please contact us by e-mail (info@Dakine-shop.de ) or telephone (+49 (0) 89/35061717) from Monday to Friday, 9 am to 6 pm. You can also find our bank account data on our website under "Zahlung & Versand" (payment & delivery).



I want to return an item, what do I have to do?
According to legal regulations you have a determinable cancellation right with every order you placed.

We can only give you a brief summary of your cancellation rights. Please find detailed information about cancellation conditions, power of revocation with respective time limits, how to proceed in case of a cancellation and legal consequences in Section 11 of our general terms and conditions. You should therefore read Section 11 very carefully before finally placing your order.

Return shipments which cannot be sent by mail will be picked up at your house.

If you want to send back items by mail, please use or pre-paid reshipment label within Germany and Austria. Please note that if you request a reshipment label even though you are responsible for the reshipment costs, we will charge you an additional amount of EUR 6.50. Please see Section 11 of our general terms and conditions for more information about reshipment costs.

You can request a reshipment label via e-mail info@dakine-shop.de or by telephone +49 (0) 89/35061717 (please also state your order number). Usually you will receive the label within 1 business day via e-mail. The label is a pre-paid DHL reshipment label. You only have to attach the label to your reshipment package and drop it off at the nearest post office or give it to a person with DHL delivery service.

If you want to commission the reshipment yourself (please see Section 11 of our general terms and conditions), even though we would have to bear the shipping costs, we will give you a refund of EUR 4.00 for the reshipment. Please make sure you pay for the package. Do not send it without an appropriate pre-paid label.

If the value of the kept items should be under EUR 40.00 after a partial reshipment, shipping costs will be charged afterwards.

For a quick refund of your money be sure to indicate your name and order number clearly. Please also indicate your full bank account data, if your order was placed with payment in advance, direct debit or COD. For money transfers to foreign countries, please also indicate IBAN & BIC number. The average processing time is 14 days.


I want to exchange an item, what do I have to do?
According to legal regulations you have a determinable cancellation right with every order you placed.
If you don't like the delivered article you can therefore use your cancellation right for the exchange of the article by cancelling the order. Nevertheless, you must absolutely stick to the cancellation term.

We can only give you a brief summary of your cancellation rights. Please find detailed information about cancellation conditions, power of revocation with respective time limits, how to proceed in case of a cancellation and legal consequences in Section 11 in our general terms and conditions. You should therefore read Section 11 very carefully before finally placing your order.

Unfortunately, we cannot grant a right to exchange above the cancellation right. (Hier bitte noch mal die Amis bei Euch fragen, weil ich nicht sicher bin, was genau das bedeuten soll)

If you want to exchange an item by cancelling your order, we recommend the following approach:

If the cancellation term has not yet expired, go to Dakine-Shop.de and choose the article you would like in exchange for the article you already received and order it using cash in advance, but without transferring the money. (This is to reserve the article for you and make sure that it is also available). Of course, we can only grant 3% off for paying in advance if your original order had also been cash in advance or direct debit. Then, write down the new order number of the second order on your first invoice copy and add this copy to the return shipment of the initially ordered article. Moreover, please also write down that you want to charge your first order against the second order. Should the new article be less expensive than your return, please also indicate your bank account data so that we are able to refund the difference. Should the new article be more expensive than your return, please transfer the rest of the money to our account after receipt of our notice. Please indicate the new order number. (Please find our bank account data under "Zahlung & Versand" (payment & dispatch)). As soon as we receive your return and all additional payments have been made, the new order will be sent.

Return shipments which cannot be sent by mail will be picked up at your house.
If you want to send back items by mail, please use or pre-paid reshipment label within Germany and Austria. Please note that if you request a reshipment label even though you are responsible for the reshipment costs, we will charge you an additional amount of EUR 6.50. Please see Section 11 of our general terms and conditions for more information about reshipment costs.

You can request a reshipment label via e-mail info@dakine-shop.de or by telephone +49 (0) 89/35061717 (please also state your order number). Usually you will receive the label within 1 business day via e-mail. The label is a pre-paid DHL reshipment label. You only have to attach the label to your reshipment package and drop it off at the nearest post office or give it to a person with DHL delivery service.

If you want to commission the reshipment yourself (please see Section 11 of our general terms and conditions), even though we would have to bear the shipping costs, we will give you a refund of EUR 4.00 for the reshipment. Please make sure you pay for the package. Do not send it without an appropriate pre-paid label.

If the value of the kept items should be under EUR 40.00 after a partial reshipment, shipping costs will be charged afterwards.

For a quick refund of your money be sure to indicate your name and order number clearly. Please also indicate your full bank account data, if your order was placed with payment in advance, direct debit or COD. For money transfers to foreign countries, please also indicate IBAN & BIC number. The average processing time is 14 days.



In which condition does the product have to be if I send it back?
When returning items, the product must be in a condition as it would be after trying it on in a retail shop. Therefore, we can only take back articles and refund the whole purchase price if the items are returned with the original tags.

In other cases, you will have to compensate for the lost value and we will deduct this amount from the refund amount. If the articles are soiled, for example lipstick stains, make-up stains or show other signs of wear, the product is unsellable for us and thus, we will charge the purchase price. In this case we send back the product to the customer and withhold the already paid purchase price.

We can only give you a brief summary in this section. Please find detailed information in Section 11 in our general terms and conditions.



How do I get my money refunded in case of a cancellation / of a reshipment?
For a quick refund of your money be sure to indicate your name and order number clearly. Please also indicate your full bank account data, if your order was placed with payment in advance, direct debit or COD. For money transfers to foreign countries, please also indicate IBAN & BIC number. The average processing time is 14 days.


How long is the guarantee on Dakine articles?
Of course the legal guarantee regulations are valid for all products bought at Dakine-Shop.de. As a rule, the guarantee term is two years and it begins when the product is received.



Which damages are excluded from guarantee?
The guarantee will only apply if the product is defective. All damage which originates from your use or from wear is not considered as defect. Thus, the following damage is not considered as defect: Broken fastenings; torn nets (except braids, which were poorly bordered); holes, particularly in backpack bottoms; zippers with squeeze tracks and pressure tracks; defects resulting from overfilling, especially with folders.



How do I proceed in/with a guarantee case?
If you are sure that the damage of your product is a guarantee case and you have bought the article with us on-line in Dakine-Shop.de, we ask you to send us the damaged product. Please use a small package or parcel to make sure that the article is not damaged any further. We will check your claim. If it is a guarantee case, we will repair your article, exchange it, or deliver a comparable substitute. In a guarantee case we also carry the forwarding expenses for the repaired or the exchange article. Moreover, we will refund your costs for the dispatch of the defective article. Please indicate your bank account data when you return the article.



Can I pick up my order personally?
This is possible only in special cases and after consultation.



Could I get a catalogue or stickers?
Unfortunately, catalogues are only for wholesalers. As catalogues are very time consuming and expensive because of the huge number of articles, we cannot send catalogues to private customers. Stickers can be ordered in our online shop under category "Accessories".



How does shipping to foreign countries work, how much does it cost and do I have to pay custom taxes?
Deliveries to Belgium, Denmark, Luxembourg and The Netherlands will be free of charge, if the value of ordered items is EUR 65.00 or more. If the value of ordered items is less than EUR 65.00, a flat fee of EUR 8.50 for shipping and handling will be charged.
Deliveries to all other countries within the European Union will be charged EUR 15.00 for shipping and handling but could be higher depending on the size and weight of the ordered items. However, this is indicated during the order process and the total amount will be indicated before the final confirmation of your order.
Deliveries to Switzerland will be charged EUR 17.00 for shipping and handling, regardless of the total order value. Please contact us for further information on shipping and handling costs to all other foreign countries. Apart from the preceding regulations, higher shipping and handling costs may occur for especially big and bulky items (e.g. bicycle-transport pocket). These costs have to be borne by the customer. If the customer wishes an express delivery or other kinds of delivery not provided by DakineShop.de, the additional costs have to be borne by the customer as well. Deliveries to Switzerland and other countries outside the European Union are subject to control of local customs authorities. All additional customs duties are borne by the customer. Please ask your local customs authority office for further information or the exact amount of costs (In these cases, we do not include German sales tax.). Deliveries to foreign countries will only be made with cash in advance (cash in advance, PayPal and credit card).



What if I am not at home when my order is delivered?
If you are not at home when your order is delivered, the postman will leave a delivery note. The receiver's name and the address (and opening hours) of the responsible post office will be on this note. With this note, you can pick up your package at the post office. If it is a COD order, you will have to pay the amount directly at the post office. Please make sure to have your ID or your passport ready when picking up the package at the post office because only the registered receiver is allowed to pick up the order. If you send somebody else to pick up the order, he or she has to have a certificate of authority with your signature that he or she is allowed to pick up the package on your behalf.



How much are shipping and handling costs within Germany?
Within Germany, if the value of ordered items is EUR 40.00 or more, delivery will be free of charge. If the value of ordered items is less than EUR 40.00, a small flat fee of EUR 4.00 will be charged for shipping and handling. If the order is placed COD within Germany, shipping and handling costs will be EUR 3.00 plus an amount of EUR 2.00, which has to be paid directly to the postman/DHL. The minimum order value is EUR 15.00. There are no extra charges for small quantities. Our packages are always fully insured.



Is there a minimum order value or an extra charge for small quantities?
No, we ship every item no matter how small or low-priced, without any extra charges.



My order value is EUR 39.95 – do I have to pay shipping costs because of a .05 cent deficit?
Unfortunately yes, because we only ship orders free of charge if the total invoice is 40.00 EUR or more and not less than 40 EUR. We recommend therefore ordering a small item in addition to have your items shipped free of charge.



How can I pay?
We accept cash in advance, COD, credit card and PayPal. Please find all details below:


Cash in advance:
With cash in advance, we grant a 3% cash discount. Select payment method "Vorkasse/Überweisung" (cash in advance/money transfer) when placing your order. There will be no further fees. After placing your order, we will send you an order confirmation to your e-mail address with our bank account data. You can also find our bank account data on our website under "Zahlung & Versand" (payment & delivery). Please transfer the total amount of the invoice as soon as possible because your ordered items will not be shipped until after receipt of payment. Generally you have to take into account about 2-4 days of handling time even for money that was transferred online. Please always indicate your order number (300...) as reason for transfer. If we have not received your money after 14 days after your order has been placed, Dakine-Shop.de can withdraw from the purchase contract which both parties entered into when your order was placed.


Direct debit:
If you choose direct debit with the online payment portal "sofortüberweisung.de" (only possible for Austrian, Belgien or German residents), you will be directed to the extra secured and TÜV (safety standards authority) certified website "sofortüberweisung.de" in the course of your order process. You can securely enter your bank account data (incl. TAN) to transfer the money directly. After a successful transaction you receive an order/payment confirmation and your order will be processed directly for shipment. Registration is not required with "sofortüberweisung.de" (other than with Paypal). With this method of payment, we also grant a 3% cash discount.
Direct debit orders placed before 4:30 pm will be processed and made ready for shipment on the same day. Orders placed after 4:30 pm will be processed on the following business day*.


PayPal:
You can pay by typing in your e-mail address. Just type in your e-mail address registered with PayPal and payment is made via PayPal. PayPal is one of the leading online payment systems. It belongs to ebay and provides, among other things, secure online payment via your bank account, credit card, or Giropay.


Cash on delivery (only possible in Germany):
You can also place your order COD with Dakine shop. Please note that items have to be paid cash directly when delivered by the postman. A COD fee of EUR 5.00 will be charged. (EUR 3.00 is included in our invoice and EUR 2.00 will be collected by postman). COD orders placed before 4:30 pm will be processed and made ready for shipment on the same day. Orders placed after 4:30 pm will be processed on the following business day*.


Credit card:
You can also pay for your order by credit card. We accept VISA and MasterCard. Credit card data and validity will be verified directly when placing the order. After approval of the transaction by the credit card society your items will be dispatched to you. Orders paid by credit card and placed before 4:30 pm will be processed and made ready for shipment on the same day. Orders placed after 4.30 pm will be processed on the following business day*.
The inspection will be securely carried out by our partner iPayment, a subsidiary of 1&1 Internet AG.