Service & Support

You can order online in our store, by phone and via e-mail.

If you have any problems with the ordering process, or questions about an article, please feel free to contact our service team.

As long as your order has not been shipped yet, it is still possible to change or cancel your order. For this you can contact our customer service by phone or e-mail.

You can contact our customer service Monday through Friday from 09:00AM - 06:00PM and Saturdays from 10:00AM - 03:00PM at kundenservice@doorout.com or +49 (0) 661 - 480 199 0.

You can find our opening hours here.

Should you wish an individual offer, you can contact our customer service. We can advise you individually and are happy to help.

You can find your customer number in the upper right corner of your invoice or delivery bill, which you received with your order.

You can find the reset function in the login area. There you can have an e-mail sent to you to reset your password.

In your account under "Personal Data" and "Addresses" you can change your data.

You can contact us via our contact form or by e-mail.

In the footer of our webshop you can easily subscribe to our newsletter.

If you want to unsubscribe from our newsletter, click on "unsubscribe" at the bottom of the newsletter.
We are very sorry that you wish to unsubscribe from our newsletter, but we would be very happy if you could tell us the reason for your unsubscription. You can do this directly in the unsubscribe form.

There is no minimum order value at doorout.com. However, you have the advantage that we ship free of charge within Germany from an order value of 50EUR. This does not apply to express orders.

Yes, you can send your order to a Packstation/Paketshop. Just enter the address of the respective packingstation/parcel store.

Sure, you can buy vouchers directly here in our webshop, but also in our store in Frankfurter Straße. You can find the opening hours and address here.

If a certain product or the size you want is not in stock, please do not hesitate to contact our customer service.

You are welcome to contact our customer service. We offer reasonable and fair prices to our customers and will check your request. Please understand that we only process realistic price requests.

In the order process, after you have clicked on "checkout" in your shopping cart, you can click on "I have a voucher" in "Check & Order". There you can enter your voucher code.

As soon as your order is shipped, you will receive an email with a tracking number. Please also check your spam folder.

You can choose express shipping in your online order under "select shipping method". This is also possible when ordering by phone. If the order is received before 14 o'clock, it is possible to ship the goods on the same day. Orders received after 14 o'clock will be shipped on the next working day.

The standard shipping by DHL/DPD is 4,95€/order. For bulky goods, which are shipped by freight forwarding, we charge an additional shipping surcharge. More information about this can be found here. For our customers from abroad the shipping costs vary.

We ship our goods globally. There are different shipping costs for the respective countries. Here you can find exact information and shipping costs.

Usually the delivery takes between 1-3 business days. If the goods are not in stock at the time of your order and require an extended delivery time, you will be notified in the shop. If you pay in advance or PayPal, the delivery time depends additionally on when the money is received in our account. 

_{For our customers from abroad, the delivery time varies according to the Distance. Our customer service will be happy to help you individually.}

We offer five different payment methods, which you can choose from. You can find them here. Please note, however, that an invoice payment is only possible from your third order onwards. In addition, we can not provide credit card as a payment option when ordering by telephone.

Yes, you can. Normally we ship the goods, which are paid payment in advance, only when the money has been credited to our account and has been received. You can send us the transfer receipt by fax or scanned by e-mail. You can find the necessary data on the order confirmation or under the customer service.

As soon as we have received your return, you will be refunded the amount back in the same way as the payment was made.

If your billing address is in Liechtenstein and Switzerland, you can order VAT-free. You must be registered in the shop and simply enter your country in your customer account under your personal information.

The new security standard for online purchases with credit cards is known as the "3D Secure Code". At Mastercard it is called "MasterCard Secure Code", at Visa "Verified by VISA". Here you will find the most important information in a nutshell:

- The 3D Secure Code is a new security service from credit card companies and your bank that offers you additional protection against unauthorised use of your credit card when shopping online.
- This particularly secure way of paying online supplements the existing protection with a personal code or a transaction number (mobileTAN) sent to your mobile phone by text message.
- Additional security is provided by a "personal greeting" that you choose yourself and then recognise when paying online.
- Only after the correct password has been entered is the payment made with the credit card. This ensures that only the authorised cardholder uses their credit card. The risk of unauthorised use by third parties is significantly reduced.
- If your credit card supports the 3D Secure procedure, you must register for this security procedure before using it for the first time. Registration is done in a few simple steps on your bank's website.

Of course you can make use of the full statutory right of cancellation. In concrete terms, this means that you have 14 days to return the goods to us (provided they are undamaged) without giving any reason.
You will find the return label for the return shipment in your parcel. Once we have received and processed your return, we will refund the amount as quickly as possible using the payment method you used.

Due to the large volume of orders, occasional errors are inevitable, although our logistics team will do their utmost to pack and dispatch your orders as carefully as possible.
If you have received something else in your parcel, we are very sorry and will of course be happy to send you the product you ordered.
In this case, the shipping costs are of course on us! Please contact our customer service.

The warranty for all warranty cases is provided in accordance with the statutory provisions. Damage or defects caused by incorrect handling or improper use may invalidate the warranty.
You can find more information in our Terms and conditions or from our customer service.
_{Please note that in warranty cases we send the goods to the respective manufacturers and can therefore only influence the processing time to a very limited extent.}

If you have returned goods to us, we will refund you the amount paid as quickly as possible via the payment method you used.
To speed up the refund process, please complete the return slip in full.
If you paid by direct debit, please don't charge the amount back yourself. This will avoid additional costs.