Frequently Asked Questions
Below we have listed some of the most frequently asked questions to our customer service:
About Hammock-Shops.com
I am a new customer. How do I place an order?
Do you have a catalogue?
Do you have a shop?
Can I call you ?
Questions about products in our web shop
I need more information about a product in your web shop
Questions about payment
Which methods of payment do you accept?
Is it safe to enter my credit card number online?
Can I only order online?
When do you debit my account?
Questions about shipment
What is the delivery time?
How much do I pay for the shipment of my order?
Which countries do you deliver to?
Do I pay duties?
I have placed an order....
Can I change my order?
I need to change the delivery adress for my order
My order is a gift, can I add a greeting card?
Tracking an order
How to track an order?
I have received my order....
How do I return item(s)?
I have received a defect product - complaints
I have received a wrong refund amount
I am a new customer. How do I place an order?
Welcome to www.Hammock-Shops.com - the online web shop with carefully selected high quality hammocks, hanging chairs and loungers. All items you find in our web shop can be purchased right here and right now. Click on the item(s) you wish to purchase and study the details. Note that our hammocks are wider, longer and stronger than most hammocks on the market. Then you choose how many you wish to order before clicking "Buy". You can then add more items(s) to your shopping basket following the same procedure. When you are ready to go to the check out, click "shopping basket" in the top right hand corner and follow the instructions from here.
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Do you have a catalogue?
No, Hammock-Shops.com does not send out a catalogue. Our website functions as an online catalogue and we continuously offer new products which will be updated on our website. Therefore it is a good idea to sign up for our Hammock-Shops newsletter - then you will receive our news and promotion info on a regular basis.
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Do you have a shop?
No, we do not have a physical shop. www.Hammock-Shops.com is an online web shop and it is only possible to shop over the internet. We do however offer 14 days full return (see our Conditions) and 2 years guarantee
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Can I call you?
We prefer that you contact us by e-mail, support@Hammock-Shops.com. We will answer all e-mails as fast as possible, typically within a few minutes and certainly no later than the next business day.
For urgent matters, use our hotline: +45 70 20 85 65
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I need more information about a product.
We refer to the individual product descriptions. Information about sizes and specifications is listed under the product description for each item. In case of further queries please contact our customer service, support@Hammock-Shops.com and we will revert within 24 hours on week days.
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Which methods of payment do you accept?
You can use several credit cards on www.Hammock-Shops.com. We accept the following credit cards:
Visa
Visa Electron
JCB
Mastercard
Maestro
Dankort or Visa Dankort
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Is it safe to use my credit card online?
All data transmitted in connection with purchases paid for by credit card on www.Hammock-Shops.com is encrypted (SLL). This means that it is not possible for any external parties to intercept the information you are typing. The transmission itself is approved by the credit card processor and guarantees you the highest level of security possible. When you are in a safe zone, a "Secure Server" icon will appear from the bottom part of your browser window (in Internet Explorer this icon is a locked padlock).
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Can I only place orders online?
Ordering online is the safest and most efficient way for us to handle your order. That is why we only accept online orders.
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When do you debit my account?
We will not debit your account until your order has been dispatched from our warehouse.
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How long is your delivery time?
All orders will be processed the next business day. Shipping times vary across Europe, but you will usually receive your goods 2-3 days after dispatch.
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How much are the shipping costs of my order?
You will be charged for the shipment of your order. The shipping costs vary according to the weight of your order. The shipping rates are calculated and shown to you before you place your order. You can also calculate them from the shopping cart
Please note that the shipping rates will appear clearly under "Payment & Shipping" when placing your order.
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Which countries do you deliver to?
Hammock-Shops.com deliver to ALL countries. If your country is not included in the list when submitting your personal data, please contact us at support@Hammock-Shops.com and we will then add your country to this list.
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Do I need to pay import duty on items purchased in your webshop?
Taxes and duties may be added to your order when delivered in a country outside the European Union. Tax laws vary according to each country, so please contact your local customs authorities if you have any questions or doubts.
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Can I change my order?
Only if we have not yet processed your order. We pack orders continously all day, so we need to receive changes as soon as possible after receiving your order.
It is not possible to add items to your order, if the total amount exceeds the amount you originally approved when placing the order. You will then have to place a new order instead.
However, it is possible to change sizes of items ordered or to order new items at the same price or cheaper, than the item originally ordered.
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I need to change the delivery address of my order.
In order to change the delivery address for an order which has already been placed, you need to contact us at support@Hammock-Shops.com or tel. (+45) 816147890. Please state your order number and necessary changes and our customer service will revert with a confirmation if it is possible to make changes or not.
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My order is a gift, can I add a greeting card?
Yes you can. All you have to do is to write your greeting in the message field when placing your order. We will then print your greeting on a nice card and send it along with your gift.
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Can I track my order?
Orders which have been dispatched as a parcel will carry a track-and-trace number
We will send you an e-mail with your track-and-trace number along with a direct link to the website where you can trace your parcel.
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How do I return items to you?
You may return items purchased at www.Hammock-Shops.com within two weeks of delivery for a full refund. Items should be returned in their original product packaging.
We do not refund any item(s) with obvious signs of use which will reduce the sales value of the specified item(s).
All return shipping costs is at your own expense. Please ship to our warehouse at below address:
Hammock-Shops Distribution
Im Wiesenweg 4
D-55270 Jugenheim
Germany
Please include your order number and bank information and we will credit the price of the returned item(s) to your bank account within 7 days from receipt of the item(s).
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I have received a defect item - complaints
Please report any defects to our customer service as soon as possible. You can contact us on mail@hammock-shops.com or tel. (+45) 70208565
Our customer support team will inform you about where to return your hammock.
Please note that we do not accept parcels sent cash on delivery. In order to facilitate our handling of any returned items and make it as quick as possible, please include relevant information, e.g. copy of your order confirmation and bank details about which account we can credit any refunds to.
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I have received a wrong refund amount
Errors can happen. If you have received a wrong refund amount, please send us an e-mail (support@Hammock-Shops.com) with your order number and we will investigate matters further and refund any remainder amount.
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If you did not find the answer to your question, please send us an e-mail at mail@hammock-shops.com
