FAQ and Help
Order
  • Will I receive an order confirmation?
    Upon successful placement of your order, you will receive an automatic acknowledgement of receipt via email. In case you did not receive the order confirmation, please contact us via the contact form on our website.
  • Is there an order limitation?
    No, as a general rule there is no limitation on orders. However, you cannot order more than 3 pieces of any individual item (3 products of equal colour and size) per order.
  • Are the products I select always deliverable?
    Only items that are actually available are shown in the Shop. Unavailable sizes are clearly outlined in grey. Although our ordering system is updated on an ongoing basis, in exceptional cases, a certain item might be sold out at the time you send your order. However, the availability of the items you selected is automatically verified before the order process is completed and if any item is not available any more, a message will pop up next to your order.
  • Is it possible that sold-out products will be available again at a later time?
    Yes, as a general rule, any item that was sold out in a certain size and/or colour might be available at a later time. In order to be automatically notified when a product is back in stock please activate the "Email-me" function in the size selector of the article.
  • How can I place an order?
    You can order 24/7 in the AlphaTauri online shop. Please understand that we cannot accept orders placed by email, letter or fax.
International orders
Shipping and delivery
Contact & Customer Service
Payment
  • What payment options do I have?

    Credit cards:
    Visa, MasterCard

    PayPal:
    In order to be able to use this service you must register with PayPal (free of charge). For more information on PayPal, please click on the following link: www.paypal.com

    Direct eBanking:
    - For orders placed in Germany and Austria
    - In order to be able to use this service, all you need is an online banking account at your bank and your login data.
    - With direct eBanking you will instruct your bank to execute a transfer. 
    - No registration necessary
    - For more information on direct eBanking, please click here.

    We protect your sensitive information using SSL encryption (Secure Socket Layer) and the 3D Secure service. All credit card data is transmitted to us in encrypted form.

  • Is there a minimum order value?
    In order to ensure that all your wishes can be fulfilled, may they be large or small, there is no minimum order value and no surcharge for small orders in our AlphaTauri online shop.
My Account
  • What are the benefits of a customer account?

    - you can retrieve your order history at any time.

    - you can place your orders more quickly as your invoice and delivery address are stored. 

  • What can I do if I forgot my password?

    If you forget your password, please click on the link “Forgot password?” during the log-in process. In the next step, please enter the email address used for registration. An email with a new password will be sent to your email address.

Returns and Exchange
  • Can ordered goods be exchanged?
    Currently we are unable to offer an exchange service. Should you wish to receive an item in another colour or size, please return the unsuitable item for a refund, and place a new order for the alternative item. Please note: Items purchased in a retail store cannot be exchanged in the AlphaTauri online shop and items purchased in the AlphaTauri online shop cannot be exchanged in retail stores.
  • What can I do if the ordered goods don’t fit or I don’t like them?
    You are entitled to return all items purchased in the AlphaTauri online shop within 30 days of receipt without stating any reason. Customers from Austria and Germany do not pay any return fees if they use the return label enclosed with their order. You may only return products to the AlphaTauri online shop that you bought online in our shop.
  • How do you reimburse my money?
    The method of reimbursement shall be subject to the payment method you selected for the relevant order. Credit card, DIRECTebanking, PayPal The reimbursement will be automatically made to the bank, credit card or PayPal account used for payment of the order. The time for the funds to clear into your account depends on your bank or credit provider. In the case of orders purchased CoD, you must provide us with your banking information. You can provide such information to the AlphaTauri Service Team at any time by email.
Data Protection and Security
  • Is the transmission of my data secure?
    We take the protection of your personal data very seriously and always comply with the provisions of the laws on data protection. As a rule, all personal data will be treated confidentially. Your personal data are required for order processing, delivery of the goods, verification of solvency and for the payment process. For the purposes of verification of your address and solvency, we might transmit your data to companies which render those services to us. Of course, the statutory provisions on the protection of your privacy shall be strictly complied with.
  • What does 3DSecure process mean?
    The internet offers a vast number of opportunities for online shopping but involves some risks, too. Thus, payment security is particularly important. We are glad to offer the ideal solution: Verified by Visa (VbV) or MasterCard SecureCode (MCSC). This means your credit card is protected by your personal password against unauthorised use.
  • What does SSL encryption mean?

    SSL (Secure Socket Layer) is a security technology guaranteeing the security of the transmission via internet of your personal data including credit card information. The data are encrypted in such a manner that they can only be read by the payment system.

    Every time the URL in the browser commences with https://, you are in a secure area. The entire shop is secured and thus protected against third-party access by the SSL protocol.

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