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Customer Service
FAQ’s
- Payments FAQ
- When will my order be processed?
- Can I send the credit card details per e-mail?
- Can I change the payment method?
- Why was my order declined?
- How do I know for sure that my order is in process?
- Do I have to Pay Taxes?
- What is the security number (control number)?
- After I pay, can I get a confirmation of my order?
- What email address do I have to use to pay via Moneybookers or PayPal?
- By bank transfer can I send the remittance receipt to speed up the process?
- Products FAQ
- Shipping Method FAQ
- Return FAQ
Privacy/Legal Notice
Paragraph # 1 - Area of application
The conditions of entering into a business contract - including all future contracts between the seller
and the buyer are set forth herein exclusively and are binding at the time of ordering merchandise.
Conditions altered by the customer are not recognized by "Tobias Mayer e.K.", except when
"Tobias Mayer e.K." has specifically acknowledged their validity in writing.
Paragraph # 2 - Placing an Order - Completion of Contract
Tobias Mayer e.K. agrees to accept the customer's order based on the conditions of the web site. If the
web site should contain printing-, spelling- and/or accounting errors not caused by Tobias Mayer e.K.,
the seller is entitled to cancel the order. At the time of mailing, the contract becomes binding.
Paragraph # 3 - Shipping and Delivery
Unless otherwise specified, the delivery of the order is made from the warehouse to the address given by
the buyer. The liability for the ordered goods lies with the buyer as soon as the goods have departed the
Tobias Mayer e.K. place of business, this applies also when shipping only part of an order. In order to
reduce the risk of loss, all orders are insured by Tobias Mayer e.K.. Stated delivery dates are not
binding except when otherwise agreed on in writing. You can find the cost of shipping in the menu under
"Information" or in the "shopping cart".
Paragraph # 4 - Payments Due and Late Payments
Payment for the purchased goods is due upon placement of the order. Currently, the buyer can render
payment only per credit card, this condition will change at the completion of the web site. When the sum
is credited to our account, the purchase is considered paid. The customer is liable for additional costs
that may result when refunding money and/or other fees. When payment is late, "Tobias Mayer e.K." is
entitled to charge a late fee of 5% above the annual base interest percentage posted by the German
Bundesbank. In case "Tobias Mayer e.K." can creditably prove that their loss caused by late payment
exceeds the amount stated above, the company can lawfully post these charges.
Paragraph # 5 - Payment Deduction, Partial Payment
The customer is entitled to change payment only when the amount in question is lawfully certified
and/or acknowledged by "Tobias Mayer e.K.". Also, the buyer's right withholding a portion or
part of payment is subject to the same rules and regulations as for the seller.
Paragraph # 6 - Ownership of Merchandise
"Tobias Mayer e.K." is the sole owner of the ordered merchandise until proper payment is rendered
in full by the customer.
Paragraph # 7 - Defects, Guarantee, and Warranty
"Tobias Mayer e.K." can choose to remedy defective merchandise by either repairing or replacing the
article. If "Tobias Mayer e.K." is not willing or not able to repair or replace the defective goods
or the shipment is late beyond a reasonable time period for reasons "Tobias Mayer e.K." has to justify;
or if the attempt to repair/replace the goods in one or another way has failed, the customer is entitled
to cancel the order.
If nothing else of pertinence is stated below, further demands made by the customer - for whatever reasons
- are not permissible. Therefore "Tobias Mayer e.K." is not liable for any damage not directly connected
with the ordered goods. "Tobias Mayer e.K." is especially not liable for the buyer's monetary losses or
other property losses or damage thereof. The liability of "Tobias Mayer e.K." is restricted or limited,
this holds also true for the personal liability of employees, representatives and facilitating clerks.
Above stated liability restrictions are void if the cause of damage is intentional or based upon gross
negligence. The liability restriction is also void under the conditions stated in paragraphs 1 and 4,
product liability law; demands for failure to fulfill the promised product's quality or demands for
recompense according to the paragraphs 463, 480 part 2 or the BGB (German Civil Code of Law). The same
applies also to initial inability or justifiable impossibility.
If "Tobias Mayer e.K." is negligent and fails to keep any inherent part of the contract,
"Tobias Mayer e.K." is responsible only for the damage that typically occurred to goods or persons.
The guarantee shall be good for 6 months starting at receipt of goods.
Paragraph # 8 - Protection of Personal Data
We are using secure technology furnished by a bank. The Secure Software Server SSL and SET is currently
the safest system available in online trade. All your personal data such as credit card number, bank
identification - and account number as well as your name and address are transmitted in code by the Secure
Software Server. This information is not accessible during transmission via Internet by unauthorized
persons. At the time of entering your information, the system changes all symbols into a code, which is
then securely transmitted. Please note that according to paragraph 33 BDSG, your data is exclusively used
to facilitate the contracted business - that is our obligation. Thus the customer has been fully informed
by "Tobias Mayer e.K." about the type, extent, location, and purpose of transmitting, recording and
reviewing online of personal data, their processing and utilization for the completion of ordering goods.
The customer agrees explicitly with the above statement.
Paragraph # 9 - Terms of Law, Domicile and Seat of Law
The terms of the above agreement are governed by the laws of the Federal Republic of Germany with the
exclusion of UN purchasing rights. For all legal demands in connection with this business agreement,
the exclusive seat of law is Kaiserslautern, Germany.
Paragraph # 10 - Cancellation, Return or Exchange Policies
The buyer has the right to cancel an order according to paragraph 361a of the BGB (German Civil Code of Law).
We hereby agree to grant the buyer 14 days to exchange or return the ordered goods. Exempt are used, worn
and/or changed goods and articles especially made for the customer (i.e. customized goods made by Birkenstock)
and articles with special hygienic attributes. In order to keep within the specified time limit, the returned
goods have to be mailed as package to "Tobias Mayer e.K.". Please let us know your reason for returning the
goods and your wishes (exchange or refund) on the back of the bill and remember to include the bill in the
package.
Within the area of Germany:
"Tobias Mayer e.K." will pay for the shipping cost of returned merchandise. The same applies for
returning faulty merchandise. There is no charge for Shipping of Replacement Goods. In all other cases
the buyer has to pay the costs (i.e. if the buyer does not like an article).
Shipping to other countries:
The customer pays for returning goods (also for faulty claims). The customer pays also for replacement
orders, if he/she "does not like" the goods, only in case of faulty merchandise "Tobias Mayer e.K."
will pay the shipping cost of the replacement order.
At this time, we like to point out that we are not responsible for any content, partly or entirely,
appearing in any foreign homepage linked with "Tobias Mayer e.K.", or partner link; from that we
distance ourselves and reject any liability.
Address:
Tobias Mayer e.K.
Owner Tobias Mayer
Adam-Hoffmann-str. 3
67657 Kaiserslautern
Germany
Ordering
- How to order
-
To place an order is easy, please follow the instructions:
First, please click here to go to our online shop.
Once you find a style you like, go to the individual style description page and:
- Choose the correct Width and Size from the pull-down menu and then click on "Add to cart". The screen will show all items you have put in your "Shopping Cart" so far.
- Choose the country and shipping method. For more details about our shipping methods, please click here
- If you want to change the quantity, change it first and then click on "Update" button.
- You can then choose to "Continue shopping", or "Check Out".
- When you click on "Check Out", you will go to the delivery form. You need to fill out this form, which includes the name, address, zip code, email, etc of the customer. When the above information is complete, press the button that says "Continue".
-
Finally the online shop will show you the order and the different payment options.
You only have to select the payment method you want. Please take into account that we do not accept orders by phone, fax, or e-mail. All orders must be placed online.
-
To place an order is easy, please follow the instructions:
First, please click here to go to our online shop.
Once you find a style you like, go to the individual style description page and:
- Payment Methods
We accept the following payment methods:- Credit Card Internet: Saferpay Secure Payment.
- Credit Card Fax/ Phone.
- PayPal.
- Moneybookers.
- Bank Transfer.
CREDIT CARD
Please note that we only accept the credit cards and currencies shown in the following table:American Express USD-United States Dollar EUR-Euro Eurocard/Mastercard USD-United States Dollar CAD-Canadian Dollar EUR-Euro CHF-Swiss Franc GBP-Great Britain Pound AUD-Australian Dollar JPY-Japanese Yen SGD-Singapore Dollar HKD-Hong Kong Dollar NZD-New Zealand Dollar CNY-Chinese yuan HUF-Hungarian Forint CZK-Czech Republic Koruna SEK-Swedish Krona MXN-Mexican Peso DKK-Danish Krone PLN-Polish Zloty NOK-Norwegian Krone JCB EUR-Euro Visa USD-United States Dollar CAD-Canadian Dollar EUR-Euro CHF-Swiss Franc GBP-Great Britain Pound AUD-Australian Dollar JPY-Japanese Yen SGD-Singapore Dollar HKD-Hong Kong Dollar NZD-New Zealand Dollar CNY-Chinese yuan HUF-Hungarian Forint CZK-Czech Republic Koruna SEK-Swedish Krona MXN-Mexican Peso DKK-Danish Krone PLN-Polish Zloty NOK-Norwegian Krone
Credit Card Internet:
We are using secure technology furnished by a bank. The Saferpay Secure Server guarantees a safe payment via credit card using SSL encryption. This means that all your personal and card details are not accessible during transmission via Internet by unauthorized persons.
Pay via internet is easy, please follow the instructions:- Place the order online in our online shop.
- Select the payment "Credit Card Internet".
- Click the link to continue with the "Credit Card Internet".
- You will be automatically forwarded to the SaferPay Secure Server where you can enter your credit card details
Credit Card Fax/ Phone:
According to your provided credit card information, we will register the payment online and then the payment will be charged immediately.
PAYPAL:
Paypal is an International online payment system. PayPal lets you send money to anyone with an email address. You only need to send an E-mail to complete the payment without the necessity of filling in your international card information. Use PayPal to send payments in any of these currencies:
- USD: United States Dollar
- AUD: Australian Dollar
- GBP: Great Britain Pound
- EUR: Euro
- JPY: Japanese Yen
- CAD: Canadian Dollar
- HKD: Hong Kong Dollar
- SGD: Singapore Dollar
- NZD: New Zealand Dollar
- CHF: Swiss Franc
Moneybookers enables any business or consumer with an email address to securely and cost-effectively send and receive payments online - in real-time. For further detailed information, please visit the website of MoneyBookers
BANK TRANSFER:
After you have selected the bank transfer payment, you will receive our bank details via email. As soon as we receive the money in our bank account, we will process your order.
We only accept payments in EUR. To ensure the full amount of the remittance is to be collected, please choose to bear the overseas bank charges and charges of local bank or intermediary bank.
- Availability
To check the availability of an article, please choose the correct Width and Size from the pull-down menu of the individual style description page and then click on Add to cart.
If the article is available, you will be automatically forwarded to the Shopping cart. If the article is on backorder* (not in stock), you will be notified and you may submit an Availability Note. When submitting the note, please include your full name and e-mail address. As soon as the article is in stock again, you will receive a confirmation e-mail.
*Backorder means that the shoes have to be produced, because they are neither in our stock nor in the factory stock.
- Backordered Articles
We make every effort to maintain high inventory levels to satisfy all
customer orders, however, sometimes the demand can exceed the supply,
and an article could be listed as “on backorder.” In this case,
the customers will not be able to order it. Instead, please submit an
Availability Note.
Occasionally, it is possible that a customer order an article that is available; however, later it turns into backorder or into no longer available. In this case, the article will be cancelled of the order and the customer will receive a refund. We do not allow the customers to replace the shoes with a new article, because once the order is in process, it is not possible to modify it, because the changes will delay the order and we can not guarantee you an estimated time delivery.
- Article in low stock
If you order an article with low stock and we are not able to get it,
we will credit the corresponding amount to you. If you are still
interested in order it, you will have to place another order as soon as
the article is in stock. We do not allow the customers to replace the shoes
with a new article, because once the order is in process, it is not possible
to modify it, because the changes will delay the order and we can not guarantee
you an estimated time delivery.
- Discounts
- Taxes
Delivery to Countries within the European Community: You do not have to pay any tax upon receipt of your order. Our prices include the VAT.
Delivery to Countries outside the European Community: You could be liable to pay duties. We suggest you contact your local customs office to establish what charges you may incur.
- Search Articles
- Search for Keywords:
You can search by enter just one term (not two). - Search by Type:
The “Quick Type Select” box drops down a list, which will take you to a search results page showcasing all products available for that specific type. This box is located at the bottom left corner of the page. - Search by Article Number:
If you remember the article number for a specific item and want to find it online, go to our “Quick Article Select” box, enter this number into the box and then, press the “Go” button. This box is located at the bottom left corner of the page. - GENERAL SEARCH
Located on the top-horizontal menu of every page, this search allows you to search by brand, style, colour, material, size and keywords. Please use the following link to make your Search- Quick Selection
Just select the specific brand, style name, color name, and/or material name. The search will show you all products available for that specific type (including: Current Collection, Previous Collection, Sales articles, special offer, top 10). - Quick Selection Sales:
The “Quick Selection Sales” box allows you to search by style, colour, material, and size. The search will show you only the articles on sales available for that specific type.
- Quick Selection
- Search for Keywords:
Shipping and delivery
- Shipping prices
We offer five shipping methods:- German Post *Economy*
- German Post *Premium*
- UPS *Expedited* - traceable!
- UPS *Express* - traceable!
- DHL *Express* - traceable!
For the above shipping methods, the package is delivered to the local postal service in the country of destination for final delivery.
For the above shipping methods, the delivery in the destination country is made by UPS or DHL.
- Calculating Cost
The shipping costs depend on the Country, on the shipping method and on the the total amount of your order. Our prices are proportional to the amount of your order. That is, the more amout you order, the less shipping cost you will pay. For Example:
Country Hong Kong Selected shipping method German Post Economy Total Amount EUR 90.10
The total shipping cost of your order would be EUR 22.80 Please take into account that this shipping cost is per order and not per pair. - Free Shipping
Enjoy free shipping after certain total amount!
Limited Time Only. Click Here for the Shipping Options & Fees.
- Shipping to Multiple Addresses
The shopping cart on Tobias Mayer e. K. does not currently allow you to ship to more than one address at a time. If you prefer to place your multiple ship order(s) online, you will have to submit each order separately. - Combine open orders to save on shipping
We do not allow the customers to combine orders. They will be sent separately. - Delivery Estimates
The total delivery time: process time (8 - 11 days) + shipping method that you have selected.
Processing time includes receiving your order, payment verification, time to order the shoes to the factory, and time to process your invoice and pack your order. After paying your order, you will notify of the estimated shipping date in the order confirmation e-mail. Please note that the shipping date is the date when the order has left our warehouse.
We make every effort to send orders in 8 - 11 days; however, it is possible that there is a delay because of the following reasons:- High demand periods
- If the order contains articles on sales
- Delays in the production
- Arrange Delivery
Once a package has left our warehouse we have no control over the carrier. Therefore, we are not able to arrange the delivery time or to ask the delivery staff to call you before the delivery. When the person is not at home, we know that they leave a message, however this can change depending on the country. - Undeliverable Packages
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will send you a confirmation e-mail. We will refund you for the price you paid for the shoes (does not include shipping charges).
If you still like your shoes, we are able to re-ship the order. Please take into account that a second shipping fee will be charged.
Using Your Account
- Check order status
Simply provide your email address and your order number by clicking this link: http://www.sandalsworld.com/order_status.php - Changing Your Order
- Order is already paid and in process
You can make changes if the order has not yet entered the process time. Here's how:- To change your order, please click here to go to the "track an order" page. There, you will find a field to write down the changes. Please bear in mind that after the order is paid and it has been notified to you per e-mail, you will have only 24 hours to make the changes. Additionally, the changes can be submitted only by using this page. If you send us changes by e-mail, we will not process them.
- When you have written down the changes, press the button that says “Okey”.
After the 24 hours, we will make the changes and you will receive a confirmation e-mail. Orders paid by bank transfer: Please be aware that a new addition (a new size/width, a new article) or change to your original order must be paid / refunded by credit card. - Order is not already paid:
In order to avoid mistakes, we kindly ask you to place a new order online.
- Order is already paid and in process
Returns
- General Returns Policy We want you to be completely satisfied with your order. If for any reason you’re not fully satisfied or the shoes are unsuitable, too large, too small, or the color is not exact to what you see on the screen, simply return the article within 14 days of receipt for exchange or for a refund. In these cases, we do not refund the return shipping costs. Please note that we cannot accept returns of goods that have been worn or sales articles unless they are faulty or damaged. The exchange process lasts approx. 8 to 11 days At the point of dispatch we will email you a dispatch confirmation.
- Articles that are Not Returnable
Please note that we cannot accept returns of goods that have been worn or sales articles or articles that were purchased from other sellers.
Materials
Smooth Leader
The leather we use is super thick yet supple. Natural leather stands out through its unique surface
structure and its naturally occurring varying color scheme. We do not use any artificial dyes to
cover up these genuine differences, but leave them the way nature intended. Thus, the leather retains
its pores.
Embossed Leather
BIRKENSTOCK's embossed leather has a particularly expressive character. Natural color tones and a
bark-like surface structure convey exclusiveness and quality.
Suede
Only about half of a large hide can be used for our suede uppers. The usable piece is an extra strong
and thick leather yet extremely supple and durable. As with our other leathers the naturally occurring
differences in surface structure are unavoidable and are a welcome proof that only genuine leather is
used.
Plant-Tanned Leather
Tanning leather using bark mulch lends leather a particularly noble appearance. This process employing
plant extracts creates a variety of color accents. The leather receives a very expressive and intensive
sheen, both in color as well as brilliance.
Pure Wool
As with all other materials employed by BIRKENSTOCK, the selection of the wools we use is of highest
quality. Pure wool naturally possesses highly functional properties, is proven in all weather and
protects against a variety of environmental influences. In cold weather, pure wool keeps feet warm,
in warm weather the effect is that of comfortable coolness.
Microfibre
This extraordinary material offers an especially functional and comfortable wearing sensation. The
microfibre in use for our BIRKENSTOCK sandals is a high quality material with a nubuk leather-like
look. In addition to this exclusive look microfibre is very lightweight and durable, easy to clean
and colorfast. Because of its breathing properties microfibre offers a very skin-friendly wearing
comfort.
Nubuk Leather
BIRKENSTOCK nubuk leather originates from choice grades of the best European cattle. Nubuk leather
is a full grain leather whose natural characteristics are enhanced by buffing the top layer. This
lends a particularly velvety finish to the leather.
Birko®-Flor
Birko®-Flor is a skin-friendly and extraordinary tear-resistant material. The easy-care surface
has a leather-like look. A soft fleece is incorporated into the second layer which is supple
yet sturdy. Birko®-Flor is our progressive yet inexpensive alternative to leather.
Birko-Flor Nubuk®
This new material has a leather-like surface structure. A separate finishing process during
Birko®-Flor production refines this material to resemble our nubuk leather. Birko-Flor Nubuk®
not only looks like genuine leather, it feels like it, too.
Birko®-Felt
Birko®-Felt consists of a wool-pulp mixture and particularly durable sythetic fibre felt,
which renders this material virtually indestructible.
It is very absorbent, extremely porous and therefore breathable. In addition to its skin-
friendly properties it is very easy to clean.
FAQ’s
- Payments FAQ
- When will my order be processed?
Your order will be processed after it is paid. - Can I send the credit card details per e-mail?
No, you can not. It is not recommended to do that due to security. Please use fax or phone. - Can I change the payment method?
Yes, you can change the method except for "Credit Card Internet". Please email us with your new payment method and we will make the change for you. In case of "Credit Card Internet", you have to place a new order online. - Why was my order declined?
Orders can be declined for a number of reasons - we have listed a number of these reasons below to help you identify the problem.- Your transaction may be declined or held if you are using a Credit Card in a different Country to the one it was issued in (e.g. if you are using a Credit Card in Europe that was issued in the USA).
- If you are trying to make a large purchase then it's possible that your Credit Card has either reached it's maximum credit limit or daily transaction limit.
- How do I know for sure that my order is in process?
You will receive an e-mail confirming your order. - Do I have to Pay Taxes?
Delivery to Countries within the European Union: You do not have to pay any tax upon receipt of your order. Our prices include the VAT.
Delivery to Countries outside the European Union: You could be liable to pay duties. We suggest you contact your local customs office to establish what charges you may incur. - What is the security number (control number)?
Formerly, when you used credit cards on the internet you provided the card number and the expiration date. Since April 1st 2002 you must also provide the control numbers of the card. This extra control has been introduced to increase safety with internet payments.
The CVV/CVC and CVN are special numbers to avoid misuse of the credit card.
The CVV (Card Verification Value) is the number issued by VISA
The CVC (Card Verification Code) is the number issued by Eurocard/MasterCard
The CVN is the number issued by American Express.
The CVV and CVC is a 3-digit number which can be found on the back of the credit card in the signature field.
The CVN (Card Verification Number) is a 4-digit number printed to the right of the credit card number on the front of the card.
- After I pay, can I get a confirmation of my order?
Yes, you can. When an order has been placed on the website, we will email you an order confirmation with a link to your order status. - What email address do I have to use to pay via Moneybookers or PayPal?
You have to send the money to info@tobiasmayer.com. - By bank transfer can I send the remittance receipt to speed up the process?
it is not possible to do that. Your order will be processed only after your payment arrives in our account.
- When will my order be processed?
- Products FAQ
- What is the difference between Narrow, Medium and Regular? Birkenstock offers three different widths: Regular, Medium and Narrow. The regular width is for normal and sturdy feet, the narrow width is for thin and slender feet and the medium width is for feet between medium to narrow feet.
- Shipping Method FAQ
- Why can I not see the UPS tracking number?
Sometimes you will not be able to track your order, because of the following reasons:- The tracking number has not been updated. Please try again in 24 hours.
- Some orders with date of shipment Friday can be picked up by the staff delivery the following Monday, therefore, a delay of 1 day on the estimated delivery date is possible. In this case, the tracking number will be updated Monday.
- Can I get a tracking number?
The tracking number is only available for those orders whose shipping method is UPS Express/Expedited and DHL Express. Once we have sent the order, the customer will receive this number.
Unfortunately the delivery with German Post Economy or German Post Premium does not have an assigned tracking number. - My order does not arrive
- Orders shipped via UPS or DHL Express
Orders shipped via a traceable method will have tracking information available in the track an order page. Please check the status of your order with this number. - Orders shipped via German Post If the order is past the estimated delivery date and you have not received it, please send us an e-mail. As soon as we receive your e-mail, we will contact the German Post office. They need approx. 4-5 weeks to check the status of your package.
- Orders shipped via UPS or DHL Express
- Why can I not see the UPS tracking number?
- Return FAQ
- Can I return the shoes?
Yes, you can return the unworn shoes within 14 days of receipt. For more details, please read our General Returns Policy - How can I return the shoes?
- Please put the returned shoes into the original shoe box and into a shipping box. Do not use the shoe box as outer packaging.
- Seal your parcel securely and do not forget to mark the shipping box as a Return
- Attach a copy of the invoice
- Please also write a short letter with the reason for the return and if you want a refund for the shoes or if you want to exchange the shoes
Tobias Mayer e.K.
Adam-Hoffmann-str. 3
67657 Kaiserslautern
Germany
- If I do not have the invoice, can I still return the shoes?
No, you can not. Without proof of purchase from our online shop we are unable to accept your returned shoes. - How can I get the refund?
For the following payment methods: bank transfer, credit card fax/phone, and credit card internet, all the credits will be refunded on the same credit card used for the original purchase or the one you provide us later. For Moneybookers and PayPal, we will refund to your account of Moneybookers or PayPal. - If the article is correct, but the colour deviates from the picture which I do not like, can I return the shoes and get a full refund?
We are unable to give you a full refund for such case. We can only refund delivery charges if the return is a result of our error, faulty goods.
- Can I return the shoes?
Sandals World's Customer Service