FAQ

Payment & Ordering

When placing an order, you can choose from the following payment methods: PayPal, Klarna, Apple Pay, Google Pay, Shop Pay, credit card (Visa, Mastercard, American Express), UnionPay, Bancontact, and eps transfer. All payments are processed through our secure payment providers Shopify Payments, PayPal, and Klarna.

The easiest and fastest way to order is directly through our online shop – there you can see all available items at a glance and receive an order confirmation immediately after ordering. If you need assistance with your order or have a special request, please contact us via our contact form or by email (verkauf@cs-trading.de). We will then look together at how we can best assist you. In individual cases, for example with spare parts orders, processing can also take place by email.

If you would like to cancel or change your order, we will be happy to help. Please contact us as soon as possible via our contact form or by email (verkauf@cs-trading.de) – we will do our best to handle your request according to your wishes. If your order has not yet been shipped at that time, we can of course still cancel or change it. If the order has already been shipped, you can return the package to us free of charge within the cancellation period or refuse acceptance. In this case, the shipment will automatically be returned to us.

If you would like to change the delivery address, we will be happy to help. Please contact us as soon as possible via our contact form or by email (verkauf@cs-trading.de). We will do our best to handle your request according to your wishes. If your order has not yet been shipped at that time, we can of course still change it. If the order has already been shipped, you can request a redirection through the parcel service provider within the shipment tracking.

We do not offer gift vouchers yet. However, we are already working flat out to enable you to purchase gift vouchers in the future – so that you can surprise your loved ones.

Delivery & Shipping

We deliver your order to Germany and 22 other European countries. You can find a detailed list of all delivery countries and the associated shipping costs here: Go to the shipping information.

You pay no shipping costs for delivery within Germany. We cover them for you. Further information can be found here: Go to the shipping information.

Shipping costs outside Germany vary depending on the destination country and order value. You can find an overview here: Go to the shipping information.

All products that you see in our shop and can add to your shopping cart are, of course, available for immediate delivery. If you are looking for a specific product and can no longer find it in the shop, please contact us via our contact form .

We always strive to process and ship your order as quickly as possible. If we receive your order and payment on a business day by 12:30 p.m., it will usually be shipped the same day. If they arrive later or over the weekend, we will ship your order as quickly as possible on the next business day.

Depending on the product and the respective warehouse location, your order will be shipped via DHL, DPD, or freight carrier. Please understand that it is unfortunately not possible to select the shipping method or parcel service.

As soon as your order has been shipped, you will receive an email directly with your tracking number and tracking information. Please note that it can sometimes take a few hours after your order has been shipped for your shipment status to update. You can use the tracking information to follow your package's journey at any time and see when it is expected to arrive. You will also have the option to change the delivery date and location if needed.

After your parcel has been shipped, you can easily redirect it to a parcel locker or branch yourself via the tracking page. Unfortunately, we cannot yet offer direct delivery of your order to parcel lockers, as our parcels often exceed standard dimensions. However, we are working hard to make this option available to you.

Parcel shipments within Germany usually arrive within 1–3 business days. Delivery to other countries may take slightly longer depending on the destination. Freight shipments are usually delivered within 2–6 business days. To ensure everything goes smoothly, the freight company will call you in advance to arrange the exact delivery date with you. You can find more information here: Go to the shipping information.

Returns, Cancellations & Complaints

Of course, you can cancel your order in writing without stating any reasons within the statutory cancellation period, which is 14 days after receiving the goods. Simply contact us via our contact form or by email (verkauf@cs-trading.de). Further information about the right of cancellation can be found here: Cancellation Policy.

If you would like an exchange, please contact our customer service team via our contact form . We will then be happy to check whether we can arrange the exchange for you. If a direct exchange is not possible in a particular case, you will, of course, receive a free return label for orders placed within the cancellation period. You can then easily order your desired product again as usual in our shop.

We are very sorry that you received a defective product – we sincerely apologize for this. Of course, we are very committed to resolving the problem as quickly as possible and to your complete satisfaction. Please complete the contact form in full. Alternatively, you can also contact us by email (verkauf@cs-trading.de) with all the information. As soon as we have received your details, we will get back to you immediately with the next steps.

We are very sorry if one of our products does not meet your expectations. In this case, please contact us via our contact form – we will take care of it and will do our best to resolve your concern. After you have contacted us, we will of course provide you with a free return for orders within the cancellation period. Please do not send any products back to us without prior consultation and not at your own expense, as we unfortunately cannot reimburse these shipping costs.

If you decide to cancel your order, we will refund the purchase price as soon as the goods have been received and inspected. The refund will be issued to the payment method used at the time of purchase—usually within a few days of receiving your return.

For your inquiry, please use our contact form or send us an email at (verkauf@cs-trading.de). Please be sure to include the invoice or order number of your original order. This information is very important to us so that we can clearly identify the item and the associated batch and quickly and reliably check the current availability for you.

Customer Service & Contact

We are happy to help if you have any questions or need assistance. The easiest way to reach our customer service team is via the contact form – simply fill in all the relevant fields, and we will get back to you as soon as possible. Of course, we are also happy to assist you via chat, email (verkauf@cs-trading.de), or by phone. Unfortunately, our phone lines are usually very busy and difficult to reach. Therefore, we recommend using the contact form .

Our customer service team is happy to help and usually responds within 24 hours (excluding weekends and holidays). If it takes a little longer than usual due to an exceptionally high volume of inquiries, we thank you for your understanding. If you have not received a response after two business days, please simply contact us again – we will attend to your request as quickly as possible.

You can find all the important information about our products directly on the respective product page in the images, the highlights, the detailed product description, and the product safety information. If you have any further questions or anything is unclear, we are, of course, very happy to help. Simply contact us via our contact form or by email, and we will attend to your request as quickly as possible.

As a general rule, you can order spare parts for products purchased from us. Please contact us directly via the contact form or alternatively by email at verkauf@cs-trading.de

In order for us to check the availability of the required spare part, we need the following information:

- Product item number
- Invoice or order number of the original order or alternatively the delivery address to which the order was shipped
- If you have the assembly instructions: Part number / designation of the spare part as well as the required quantity

The more information you provide us, the easier it will be for us to identify the correct spare part and check its availability.

Do you have a question about a product in our range?
You can find a lot of information in the respective product description.

If your question is not answered there, please feel free to contact us directly via the contact form or by email at verkauf@cs-trading.de

Please include the product item number and your question(s). Our trained staff are always available to assist you and will respond to your inquiries quickly and competently.