FAQ · Frequently Asked Questions
Detailed answers to frequently asked questions about our online shop
Production times depend on the material and design, but generally take 5–10 business days after receipt of the order. Delivery times after handover to our shipping service providers are usually 2 to 4 business days. You will receive a shipping confirmation via email and, if applicable, a tracking link to track your package. We also offer an express service for many products.
Our national and international shipping is handled by DHL and other well-known shipping companies. We would like to point out that these shipping prices apply only to our online offers. Orders in our retail store and our manufactory are subject to different terms.
Shipping within Germany:
Standard Shipping (approx. 1 to 3 business days) = €9.90 incl. VAT
Express Shipping (1 business day) = €35.00 incl. VAT
For urgent orders within Germany, we recommend choosing the Express shipping method. With Express, delivery by the shipping company is guaranteed on the following business day. For an order placed on Friday, delivery will be on Monday. Standard shipping does not guarantee a fixed delivery time – the stated 1 to 3 business days are based on the shipping companies’ experience.
Shipping within the EU and Europe:
Standard Shipping (approx. 3 to 7 business days) = €19.00 incl. VAT
Express Shipping (approx. 1 to 3 business days) = €85.00 incl. VAT
Please note that we do not assume liability or responsibility for customs or delivery fees in destination countries. If both the billing address and the shipping address are located in a non-EU country, no VAT will be charged.
All other delivery destinations:
Standard Shipping (approx. 3 to 7 business days) = €99.00 incl. VAT
We do not assume liability or responsibility for customs or other delivery fees incurred in the destination country. If both the billing address and the shipping address are located in a non-EU country, no VAT will be charged.
If you would like to reorder something, you are welcome to reach us by email at muenchen@prantl.com or via our service number Tel. +49 89 223436.
The payment options available to you are PayPal and credit card.
Our service hours are Monday to Friday from 10:00 AM to 6:00 PM and Saturday from 10:00 AM to 3:00 PM. You can reach us on-site at Brienner Straße 11 in Munich or by phone at the service number Tel. +49 89 223436. You are also welcome to contact us by email at muenchen@prantl.com.
You are welcome to request a sample print for a price of €25.00. Please note that a sample print will not include any finishes.
Credit Card
In the Prantl online shop, you can pay with Mastercard, Visa, or American Express. Payment processing is handled directly by the credit card company via a secure SSL connection.
PayPal
PayPal is the online payment service that allows you to pay securely, easily, and quickly in online shops. Your bank or credit card details are stored exclusively with PayPal. This means you do not have to transmit them over the internet for every online purchase. With just two clicks, you pay using your bank or credit card details stored with PayPal, instead of having to enter them for every purchase. Payment processing via PayPal is fast. If you do not have a PayPal account yet, you can register here. PayPal Registration.
The customer’s rights in the event of defects in the goods delivered by the provider are governed by statutory regulations. Provided the legal requirements are met, the customer is entitled to the right to supplementary performance, reduction in price, or withdrawal from the contract.
Unfortunately, returns or exchanges are not possible for individual or personalized services. Should an error occur that is attributable to our fault, we will reprint the affected products or compensate for the error with a corresponding discount.
However, we ask you to check your order carefully and inform us of any errors or change requests. Please note that errors based on approved proofs are at the expense of the client.
You have the right to cancel any purchase within 14 days without giving reasons (see 14-day cancellation period). If rectification or replacement of the goods is not possible, you can generally request a full or partial refund within these 14 days.
