FAQ and Sales Terms & Conditions

The following information are based on the distance selling act:

• Company name, postal address and other contact details
• Product description
• Prices including taxes
• Payment methods
• Shipping date and mean
• Freight costs
• Right to cancel

How may I return or exchange shoes that do not fit or I do not like?

In case you are not satisfied with the products you have received, you have for sure the option to send the goods back to us, latest 30 days after reception of your parcel. Please be so kind to send us the goods which you do not wish to keep in the original Birkenstock® shoe box and without any trace of usage. The shoes should not have been in any way modified or changed. In case you do not want an exchange, we can refund you the complete order value (however excluding the freight costs) or the value of the shoe you have sent us back. We will then make the restitution of the order/shoe on the credit card you have used for placing your purchase order or transfer the money on your account in case you have chosen advance payment.

Please be so kind to use the return form enclosed to your parcel. This will help us to allocate the return to your order. Please fill the form and let us know whether you wish an exchange or a refund.

We will try our best to deal with your return the fastest. In case you need your shoes as soon as possible, we recommend you to pass a new order on our website (however you will need to once again pay for postage).

Our customers have to carry costs for postage for returning goods to us. We will carry the postage for sending the exchange back to you.

For returning goods to us, please be so kind to use the original Birkenstock® shoe box. In case the shoe box is damaged or missing, we will then charge you an additional EUR 5,-/shoe box.

You have the option to use any courier or delivery company for sending the goods back to us.

Our postal address for returns is as follows:

Baumhouse GmbH
- Birkenstock® –
Riesstraße 46
D 27721 Ritterhude
Germany

Kindly be informed that we try our best to ensure that article descriptions and illustrations are as accurate as possible. However, slight variations might occur. Please consider that colours might differ according to your computer screen resolution and settings.

How can I pay my order?

The easiest way to pay your order is via credit card. The following cards are accepted: VISA, American Express, MasterCard und Eurocard.

You have also the option to create a PayPal account for free (for more information, please check “www.paypal.co.uk“). The whole amount of your order will be charged in EUR.

In case you do not wish to pay via credit card or PayPal, you can choose advance payment. On your order confirmation you can find our International Bank Account Number and Bank Identification Code (IBAN and BIC). Please transfer the whole amount of your order in EUR. Your order will be dispatched as soon as we have registered your payment. Please consider that this might last a couple of days.

How does our company conduct refunds?

In case you have sent your parcel back to us and wish a refund, we will then proceed the refund in EUR on the credit card you have used to pass your order or on your PayPal account in case you chose PayPal as payment mean. The lead time is approx. 3 to 6 days before reception of the refund on your account. Depending on your credit card institute, it might be that you first see the refund on your credit card statement at the end of the month.

In case you chose advance payment while passing your order, we need you to communicate us your account details, such as your International Bank Account Number (IBAN) and your Bank Identification Code (BIC). You can find these information on your bank account statement or please ask your bank institute.

How do I know that my purchase order was validated?

Few minutes after you have passed your order and it was correctly registered in our system, you will receive your order confirmation per email. In case you have not received our email, please check your spam order. If you really cannot find your order confirmation, this probably means that your order did not go through. In this case, please inform us per email under info@baumhouse.com, so that we can check what happened and inform you accordingly. In the event you have received two order confirmations per email, please contact us as soon as possible. It might be that you accidentally have ordered twice.

Are my personal data secured?

Our website is SSL secured (Sockets Layer Software). This means that all your personal information and data will go through an encryption process and converted, so that no third party can have access to these information. Your references remain in our company and system and will not be at any case forwarded to other companies. Since you order on our website, this gives us the right to contact you, as regards your purchase order, either per email, post or telephone.

What is the function of the customer login?

The purpose of our customer login is to simplify the input of your future orders. Indeed, thanks to your customer login, you do not need to type in your delivery address each time you order on our website. You can use this function, as soon as you have registered your email and choose your password. You can register while ordering.

Can I cancel my purchase order after confirmation?

If you wish to cancel your order, please send us an email under info@baumhouse.com and mention your order confirmation number. We can stop the shipment of your parcel and cancel your order if we have not yet forwarded your data and order details to our logistic partner. We would then refund you the complete order value. In case we are no longer able to stop shipment, you have the possibility to refuse the reception of the parcel, which will be sent back to us. In this instance, we will refund you goods value only, as soon as the parcel has been returned to us.

What can I do in case I have noticed a mistake in my order confirmation?

In case you have noticed that you have for instance ordered the wrong item or the wrong shoe size, please send us the soonest an email under info@baumhouse.com. We can stop the shipment of your parcel and cancel or modify your order, only if we have not yet forwarded your data and order details to our logistic partner. Please check your order very carefully before confirmation.

What can I do in case I have received defective goods?

The name and company Birkenstock® stands for very good quality and high treatment of best materials. However failures may happen. Please inform us as soon as possible per email under info@baumhouse.com, in case you have received defective goods and be so kind to mention your order confirmation number or customer number. We will handle your reclamation as soon as possible.

What can I do in case I have lost a shoe buckle, a rivet broke etc.?

Please inform us per email under info@baumhouse.com and be so kind to mention your order confirmation number or customer number. In case you do not have access to these information any longer, please mention the name of the person who placed the purchase order and the delivery address. This will help us to find you in our system. We will contact you the soonest and let you know how to proceed according to the type of damage (for instance shipment of a replacement part or possible reparation through the After Sales Service of Birkenstock®).

How can I determine my shoe size?

The appropriate shoe size is the precondition for an optimal comfort and soundness for your feet. Our size table might help you to choose the accurate shoe size. Please place your naked foot on a sheet of paper and draw the contour lines of your foot. Then measure the longest distance between your big toe and heel. Thanks to the enclosed table you can now find out which size fits you best. However, please consider that your shoe size might also depend on how the shoe model is cut and your individual preferences. The table has only a guidance purpose.

Narrow or regular? What width should I choose?

If you have quite sturdy feet, please choose our regular/large model. We advice the narrow version of our shoes for customers with particularly slender feet. The difference between narrow and large is approx. over 0,5 till 0,8 cm. Your feet should have the right fit into the footbed form, but not too narrow. Your toes and heels should have enough room allowing them free movement.
Do you happen to have some Birkenstock® shoes at home? If so, please pay attention to the footbed of your shoe: indeed, a small foot draft will let you know which width you should wear. If the foot draft is filled, then you have slender/narrow feet, if it is not filled (only the outline) then you have large feet.
If you do not possess any Birkenstock® shoes and you are still not sure about the width you need, the only thing that helps is trying. You are the only one that know what fits you best. Furthermore, as far as the shoes do not have any traces of usage, you can also send them back to us and ask for an exchange (please read also the paragraph over How may I return or exchange shoes that do not fit or I do not like?).

Can I receive a catalogue?

Unfortunately, we do not send catalogues per post mail. However, you have the option to either flip through our catalogues, directly on your computer screen, or download them. If you go for the first option, you can click on the item that is of your interest and you will be automatically directed to it.

How to maintain my Birkenstock® shoes?

Most of our items are out of genuine leather. Since leather is a natural material, the natural differences in the surface texture are a typical characteristic which proves that genuine leather is used. All smooth leather parts of your shoes or sandals can be maintained with commercially available products. The footbed of your shoes or sandals can easily be cleaned with a humid cloth and little ordinary soap. But please pay attention, since leather does not tolerate contact with water!

I have a question to whom I did not find any answer to.

In case you have other questions or comments, do not hesitate to send an email under info@baumhouse.com. We will answer you the soonest possible.