FAQ

ORDER

How can I place an order with you?

If you want to place an order, you can easily do it online. Once you have decided on a product, you can put the article on the button "Add to cart" in your personal shopping cart. In your shopping cart, which you can reach via the shopping cart icon in the upper right corner of the website, you will find an overview of all already marked articles. There you can also change the number of desired products or remove a product from your shopping cart. You will find the total of the marked products at the bottom. If you want to complete your order, click "Checkout". Unless you have already registered in advance, you will now be asked to do so. "I am already a customer" - If you already have a customer account, log in with your known data. "I am a new customer" - Enter the relevant data. You also have the option to select "Do not create a customer account". Then you will be asked for your billing and delivery address. If you have already shopped with us and set up a customer account, your address data are stored, but still changeable with each order. In the next step, you can choose your preferred payment method and then complete the binding order process. Immediately after completing your order you will receive the order confirmation by e-mail with the relevant information.

How can I view the status of my orders?

You can find information about the status of your order in your customer account under "Orders".

What do I do if the desired product is not available?

If the product you are looking for is currently unavailable, you can ask to be notified. To do this, click on the gray highlighted product of your choice and then enter your e-mail address into the field below. As soon as the product is available again, you will receive a notification by e-mail.

How can I change or cancel my order?

If you would like to change or cancel your order, please contact our Customer Service. A change or cancellation of your order is possible until the order has been packaged.

 

CUSTOMER ACCOUNT

What are the advantages of setting up a customer account?

In order to place an order in our shop, you need to set up a customer account. This makes the processing of your order easier for you and for us. You will be quickly and securely guided through the ordering process, can save several shipping addresses, deliver your order to a DHL subsidiary or a packing facility, track the order process to date and much more.

Do I get a password to access my account?

You enter your own password when you register.

What do I do if I forgot my password?

If you have forgotten your password for your account, you can have a new one sent to you by e-mail. Simply go to the symbol of the customer account, enter your e-mail address, which you have entered for the customer account and then click on "forgot password". Open the e-mail and click on the link in it to set a new password. 

How can I change my password or my e-mail address?

In your personal customer account, you can always change your name as well as the stored e-mail address and the selected password under "My user data". Complete the change by clicking "Save".

How can I change my address?

You can change your address in your personal account. In "My user data", click on the edit-box next to your address. After you have entered the new address data, finish the process by clicking "Save".

How can I delete my customer account?

If you want to delete your customer account for our online shop, please contact us by e-mail. Give us the e-mail address for the customer account and your name and address so that we can compare it. Once your account has been deleted by us, we will inform you about this by e-mail.

 

PAYMENT

Which payment methods do you have to offer?

In our shop you have several options to pay. Choose your prefered form of payment when completing the order. You do not incur any additional costs (except possibly shipping costs). Prices include VAT.

  • Payment made by direct debit
    By choosing "direct debit" you give us permission to collect the open invoice amount from your account, so you do not have to be active to pay the invoice. Simply select the payment method "direct debit" at checkout and then enter your IBAN, BIC and the account holder. By entering your account details, you give your consent to having the outstanding invoice amount collected. Since a direct debit mandate is valid for 36 months, you do not have to provide another mandate in our shop for a further purchase within this period.
  • Payment in advance / Prepayment
    Payment must be made in advance, for subsequent orders you will receive a proforma invoice. Please indicate your orrder number as the purpose of the transfer. Until the receipt of your payment, the ordered items will be reserved for you. Delivery can be made as soon as the payment has been cleared. Please note that the payment may take 2-4 business days, depending on the bank.
  • Pay with PayPal
    Of course, you can also pay safely and easily with Paypal. At the end of the order process in our shop you will be forwarded directly to Paypal. There you can, if you already have a customer account, log in directly and make the payment. If you do not have an account with Paypal, you can either create a customer account or continue as a guest. The payment via Paypal is then immediately transferred after you complete the order with us.
  • Pay by credit card
    You can also pay for your order in the TONDEO onlineshop by credit card. We accept Visa and Mastercard. Of course, your credit card details will not be stored by us. Payment by credit card offers you advantages such as a safe, simple and convenient payment procedure, with no additional costs (except possibly shipping).

EXCHANGE / RETURN

How can I return the goods? Who pays for the costs?

If you want to return a product, click on "My Orders" in your personal customer account and select the corresponding order or product you would like to return. Please observe the return period of 14 days after receipt of the goods. Then a return label will be created which is ready for you to download and print. Be sure to use the DHL shipping label that we provide to you for free return. Otherwise, you will pay the cost of the return. Please carefully pack the products you want to return, so that they are not damaged during shipping. Once we receive your return and it has been done properly, we will credit you with the purchase amount within 14 days using the same payment method you selected when you purchased it.

Is there a deadline for returns?

You may return an order within 14 days of receiving the order. Please note that we can only take back goods that are undamaged, unused, complete and - if possible - in the original packaging when they are sent back to us. More information can be found in our General Terms and Conditions.

How can I exchange an item? What should you do if you do not like the ordered product or it does not meet your expectations? 

Within 14 days after receipt of the goods you can exchange the products, provided they have not been used. Return the product and make a new purchase. A direct exchange is unfortunately not possible.

I received the wrong product. What to do?

We sincerely apologize if you have received a product which is different from what you ordered. Please contact our Customer Service. We will find a quick solution.

I received a defective product. What to do?

We apologize if the desired product has arrived defective. Please contact our Customer Service either by phone, Mondays to Fridays from 8:00 am to 4:00 pm or send us an e-mail stating your order number and explain the defect. This makes it possible for us to search for a solution as soon as possible.

 

SHIPPING AND DELIVERY

How much are the shipping costs?

The prices stated on the product pages include VAT and other price components. The shipping within Germany is free for orders over €30.00. Shipping is €4.90 for orders below €30.00. Shipping costs to other EU-countries are 20,00 €.

How long does it take for my product to be delivered?

Once your order and payment has been received, we will ship the goods. If no different delivery time is noted for the respective article, the delivery time is 2-3 working days from the date the transaction was concluded (Monday to Friday, with the exception of public holidays in Germany). Deliveries to Austria are made within 3-4 working days. Shipping to other EU countries takes place within 3-7 working days.

Is there a minimum order value?

There is no minimum order value in our online shop.

Which parcel service do you use? 

Orders are delivered by DHL.

Can I also pick up my order?

Please understand that we cannot offer personal pickups in our factory because of the high order volume.

How do I track my order? 

You will receive a shipping notification by e-mail as soon as we have submitted your order to DHL. If the package does not arrive within 7 days, it is best to first ask DHL directly or contact our Customer Service.

In which countries does UST deliver?

An order in our shop can be delivered to all delivery addresses within the European Union. 

 

SHARPENING SERVICE

How can I redeem a sharpening voucher? 

If you have a sharpening voucher from us, you can enclose this for the set-off in your scissors package. When the invoice is issued, the voucher is then automatically deducted. If the invoice amount is equal to the voucher value, the invoice is cleared. If the invoice amount is greater than the sharpening voucher sent by you, you can pay the remaining balance of the invoice.

How can I get my scissors sharpened? What does sharpening cost?   

 Klick here to get more information about our sharpening service.

Why should I have scissors sharpened by you? 

In order for you to be able to rely on your TONDEO hair scissors for a long time, the resharpening should definitely be carried out by us. All shears are resharpened in our Solingen plant and original parts replaced if necessary. Of course, the necessary work is carried out by our trained specialists - on the same high-precision systems with which new scissors are made. We know more than any one else about the technical finer points of our scissors. Before your scissors leave our factory, we put them to through testing (cutting softness, feed, gear quality and screw condition) - just as carefully as our new scissors.

What happens when the scissors I sent to you cannot be sharpened any more?

If sharpening is not possible (due to incorrect previous outside sharpening or not enough material on the blade), one of our staff will contact you and discuss the return of your scissors with you.

What happens if, in addition to a sharpening service, further repairs to my scissors are necessary?

Should it be necessary to make additional repairs to your scissors in order to restore them to the mint condition according to the TONDEO quality standard, a member of our staff will contact you to discuss these costs with you. In any case, a paid repair is made only with your consent. Should you decide not to carry out the repair after receiving the cost estimate, we will send you back your scissors unprocessed. You will not be charged for any costs until then.         

                                  

NEWSLETTER

How do I sign up for the newsletter?

To subscribe to the Newsletter, please follow the link below and enter your e-mail address there. Please note that you will then receive a confirmation e-mail with a link to the final registration.

How do I unsubscribe from the Newsletter?

At the end of the Newsletter you will find a link to unsubscribe.

 

CONTACT

How can I contact you?

We would like to answer all of your questions about our products and our online shop as quickly as possible. That's why we have already put together a selection of topics at this site that many of our customers are dealing with. If you cannot find an answer to your request, do not hesitate to contact us. Please use our contact form, We will answer as soon as possible. (Mondays to Fridays, 8:00 am to 4:00 pm). Please let us know your customer and order number (if available). 

€0.00

Prices incl. VAT plus shipping costs