FAQ

What is happening with my current order?

The products you have already ordered will be delivered as scheduled and should reach you in the next few days.

Can I still place an order here in the online shop?

You cannot place new orders on our hifi-tower.co.uk website.

However, you can still find most of our products at:

klarstein.co.uk
blumfeldt.co.uk

Can I return or exchange my ordered products?

You still have full rights to your Right of withdrawal and our extended right of return. You can find more information about this here.

Right-of-withdrawal
Register a Return

How can I place an order?

Items you wish to purchase can be added to your basket by clicking the “add to basket” icon. After adding the item(s) you wish to purchase to your basket, you can click on the "Checkout" symbol and select the payment method.

Can I cancel my order?

If the order has not been shipped, it is still possible to cancel the order. Simply log into your account, go to order field and click cancel.

Please note: All cancellation requests via e mail have at least a 24 hour response time. As most orders are generally dispatched within 24 hours of payment being received, should you wish us to the cancel the order, or should you have issues cancelling the order, it is strongly recommended that you contact us via our telephone service hotline to complete the request.

What should I consider when ordering?

Please make sure that your delivery and billing addresses are correct at the time of placing the order. An incorrect address can delay delivery time. For orders delivered with our specialist couriers, a telephone number is required. Dispatch will only be made upon receiving full payment, or confirmation of payment via third parties (PayPal, Bill safe, etc.). For orders where the selected payment method is cash on delivery, additional costs will be incurred.

What information is needed from me to place an order?

We require an email address for all orders made on our webshop. This is required so that we can send you order, payment and shipment confirmations as well as send invoices.

Please note: While not required on all orders, a phone number is also strongly recommended. The number will NOT be used for any third party purposes. It will only be used for communications pertaining to your order.

Has my order been shipped?

Once the order has been dispatched, you will receive an e-mail confirmation with a link to the tracking for the shipment. This will enable you to check daily progress of your shipment throughout the entire shipping process. You also have the option to track and review your shipments via your customer account.

What do I do if I find a cheaper product price shortly after ordering or if I forget to redeem my newsletter voucher?

Has a product price changed after you've completed the ordering process on our website? Or did you forget to redeem our newsletter voucher? No problem: Our customer service will be happy to help you.

Can I receive my refund using a different payment method than the one originally used?

In the event of a refund, we always refund your money securely via the payment method you originally selected.

What can I do if I haven't received a refund?

Have you requested a partial or full refund by filing a claim or agreement but haven't received it yet? We're sorry. Please contact our customer service so that we can help you immediately.

How can I open an account?

Located in the top right hand side of our website is a "My Account" button. Simply click there. A drop down box will then appear. Click on the “Register now” button, and follow the necessary steps in order to create an account.

Where can I login?

Located in the top right hand side of our website is a "My Account" button. Simply click there. A drop down box will then appear. Click “Already a customer? Log in now.” Enter your login details, and proceed to your account.

Account Management

This section of your online account includes tools to manage, view, and track orders. It will provide you with specific shipment information, as well as options to submit requests for reshipment of goods.

• My Information: Manage address, Change password, Enter new e-mail address
• My Orders: View and Manage Current and Completed Orders
• Contact: Send article back, delivery status, help, email, telephone, business contact
• Logout

PayPal

Pay quickly, safely and easily via PayPal. Log in for your Paypal account or sign in as a guest. For more information about Paypal, see www.paypal.co.uk.

Credit Card

With debit/credit card payments, enter your 16 digit number into the payment page, as well as the validity date and the 3 digit security code. This will be debited from your account via the 3rd party system of Skrill, of which, they will send a payment confirmation to you. For orders over €300, a copy or screenshot of valid photo ID of the card holder is required.

Cash in advance - Paying with prepayment

After placing the order, you'll receive a confirmation email with the necessary details for the bank transfer.
As soon as your payment reaches us, we will start processing your order. Depending on your bank, it may take 2-4 working days until your payment reaches us. The products you have ordered will be reserved for you for a maximum of 7 days.

Please be advised that, in order for us to process the order correctly, it is important that you enter the order number in the reference field and that you pay for each order separately.

Is it safe for me to pay with my credit card?

Your credit card data will be transferred via SSL process . Through this high level of security, credit cards are protected against abuses

What's included in the total price?

The VAT, shipping costs and product price.

The VAT rate for these products and services depends on the place of residence of the customer. VAT is calculated in accordance with local VAT laws.

VAT

All prices include VAT at 20%.

How can I redeem a voucher?

The redemption of a voucher for our webshop is already possible directly in the shopping cart as well as in all following steps of the checkout. After entering the coupon code, confirm it by clicking the "Redeem" button.

• Please note that vouchers are only valid for the goods and do not deduct anything from the shipping costs.
• Vouchers may contain a minimum order amount in order to be applied, valid only for certain products or have time limitations.

When will my order be sent?

The order will normally ship the next business day after confirmation of payment. Please note that bank transfer payment may take up to 5 business days to be received.

Which countries do you ship to?

We ship to many countries within the EU. By clicking on our shipping information, you can see a list of all the countries we ship to, as well as the costs to deliver to those countries.

How long will it take for my order to arrive?

The delivery time is normally dependent on the shipping service.

UPS: 3 - 5 working days. Previous experience has generally shown that deliveries tend to take up to 2 - 3 business days within metropolitan areas.

Spedition: items shipped under this class tend to take between 7 - 10 working days.
When the item has shipped, we supply a tracking number, where you can keep tracking of the shipment with the appropriate courier, which is also viewable from your account.

You can track the shipment using the tracking data sent by e-mail. You can call up the current status of your delivery at the following link:
Order Satus

What courier is my order shipped with?

Dependent on the size and nature of the goods, we will ship your order on the safest and fastest shipping route possible.

Standard delivery is with UPS

How can I contact the courier?

Contact details can be found in the confirmation email that you will receive after your goods have been shipped.

Can I choose a shipping date?

We are currently unable to give you a free choice of shipping days, however we will keep you up to date on the status of your delivery.

Will the carrier call me before delivery?

Of course, our shipping partners (AO, HES, Dachser) will call you shortly before the delivery to make sure you can receive it. With other shipping service providers (DPD, DHL, etc.) you will not be called, but you can use the respective online tracking to prepare for the delivery time.

Can my order also be delivered to upper floors?

Only our shipping partners AO and HES deliver directly to the front door of the flat. All others (DPD, DHL, etc.) occasionally do this as a gesture of goodwill, but are not obliged to do so. We ask for your understanding and are always there for you should there be any challenges.

Can I change my delivery address?

You can only change your delivery information if your product has not yet been released for shipping and paid for by bank transfer or cash on delivery. Simply contact our customer service and adjust your details. In emergencies, please contact the respective delivery service directly to discuss short-term changes individually.

Can I have it delivered to a relay location?

We are not yet able to offer relay options. Our customer service will be happy to answer any further questions you may have.

How can I track my delivery?

Once dispatched, you will receive a confirmation email with a link to the shipping tracking number. You can also track your package from your account.
Order Satus

My order has not arrived. What can I do?

We advise that you keep checking the tracking of your order. You can alternatively contact our customer service department or the couriers.

Can I arrange for the package to be delivered to a collection station?

In order for the package to be sent to a packing station, shipment dimensions must be between 15x11x1 cm and 60x35x35 cm.

The order arrived damaged. What do I do now?

We advise you to always check the packaging for any external damage upon reciept of delivery. If you discover damage to the product upon opening, please contact us immediately and if possible, please keep photos of the damage for both yours and our records.

I only received part of my order. What now?

We advise that you first check the tracking number as this will always update accordingly. Sometimes, our couriers will ship the items in different packages for logistical reasons. If this is not the case, please contact our customer service.

What are the shipping costs?

All shipping costs are always stated on the product purchasing page and can be found be selecting the country of destination outside of the UK. Please note that shipping costs are always displayed before the order.

Is it possible to send via Express Delivery?

Express delivery is possible on some of our products. This is displayed on the product information page. Please note that express delivery cannot be delivered on Saturday or Sunday.

How can I return an item?

Register your return on our self-return tool in just 3 easy steps! Use our returntool to receive free of charge labels: https://returnsfeature-vue.go-bbg.com/.

For this you need your billing and customer numbers. You will find the information you need in the order details of the current order.

Who pays the return shipping costs?

We completely cover the returns cost by providing you with pre-paid return labels. Use our returntool to receive free of charge labels: https://returnsfeature-vue.go-bbg.com/.

Upon registration of your return, we will send all necessary information and a pre-franked return label to your e-mail inbox.

How long will it take to receive my refund?

The refund time varies according to the method of payment and shall be made within 14 days of receipt of the return.

Specialist courier - Large items

If the item is being delivered in a freight, it will be delivered with our specialist couriers. The shipping company will call you in advance and arrange a delivery appointment . Please provide us with a valid phone number.

I wish to return for a refund. How do I proceed?

You can return your item via our self returns tool on the following page login:
https://returnsfeature-vue.go-bbg.com/

We offer a 30 day return period of which you can return your product for any reason.

My item is defective. How do I proceed?

Register your return via our self return tool in just 3 easy steps!
https://returnsfeature-vue.go-bbg.com/

All the necessary information will be provided via email.
However, our staff will be happy to answer any questions you may have.

Do you sell spare parts?

In case you missed some piece in the package when you received the item or if part of product is no more working properly and you are within the 2 year guarantee, we have the possibility to send to you the needed spare part. Please contact our customer service. We will provide a solution for you.

What guarantee do you offer?

A guarantee is always a voluntary additional service of the manufacturer. As a seller, we have basically no guarantee on the products we sell. To safeguard warranty claims, the request should be sent directly to the manufacturer.

Usually you will also find in the documentation provided with the product under warranty card with all the necessary information.

Who oversees the guarantee process?

The warranty process is controlled and issued by the manufacturer themselves.

What is warranty, and what rights do I have?

Warranty is the statutory obligation of the seller to amend within two years after delivery of any defects on a device or to replace it . In this context, the burden of proof according to §476 BGB is to be noted that is the purchaser after a period of six months in the obligation to prove that the defect already existed at the time of purchase.

All products sold from Hifi Tower are sold as new and are covered by a 2 year warranty from your date of purchase.
In the unlikely event that your product is delivered damaged or faulty please contact us within 48 hours and let us know the exact nature of the problem.