Subscribe to Newsletter

 
 

Frequently asked questions

  Payment

How can I pay for my order in the online shop?

In our online shop you can choose between the following payment methods:

• PayPal (including "Pay Later")
• credit card
• prepayment (bank transfer)
• direct debit
• Ratepay purchase on account


You can find detailed information about the individual payment methods in the following questions.

Payment by PayPal (incl. credit card, direct debit) 

If you select payment by PayPal, you will be redirected to PayPal at the end of the ordering process. If you are already a PayPal customer, you can log in there with your user data and complete the payment. You can pay your order quickly and easily with your PayPal balance, use your stored credit card or direct debit through your PayPal account.

If you have not used PayPal before, you can log in as a guest or open a PayPal account and confirm the payment. Normally, we will receive your payment within a few minutes and your order will be processed immediately.

As a precondition, a PayPal or guest account must be opened. Furthermore, the bank account must be deposited and confirmed. If necessary, a SEPA direct debit mandate must be issued.

More information about the direct debit procedure: HERE

If you have questions about PayPal payment methods, you can contact our head office (+49 (0) 5905 945 98 70) or directly the PayPal customer service (0800-723 4500 from a landline, 069-9451 89832 from a mobile phone).

Payment via PayPal ("Pay Later") 

The "Pay Later" offer from PayPal includes two options: On the one hand, the payment after 30 days and on the other hand, the installment payment. Both options are explained in more detail below.

Payment after 30 days
With this option of the "Pay Later" - offer you can pay your order easily and safely just after 30 days. This is possible for purchases with a value of goods up to 1000€, and the amount will be automatically debited from your bank account after 30 days by direct debit, so you do not need to do a bank transfer anymore. The due date and the outstanding amount can be viewed at any time in your PayPal account and you will be informed by PayPal by mail before upcoming debits. There is the possibility to shorten or extend the payment term - please inform yourself about possible fees and further details at PayPal. You benefit as usual from the PayPal buyer protection.

When completing your order, select PayPal "Pay Later" as payment method and log in to your PayPal account as usual. There, you select the "Pay after 30 days" option, whereupon you will be asked to agree to a credit check and the applicable terms and conditions. If this is successful, the purchase is completed as usual.

Preconditions are a German PayPal account with a bank account as the deposited payment source, an already issued SEPA mandate, a residence in Germany and a positive credit rating.

More information about the "Payment after 30 days": HERE

Installment payment
With PayPal installment payment you can pay flexibly in 3, 6, 12 or 24 installments. This is possible for purchases with a value of goods from 99 - 5000€. The first monthly installment will be debited from your bank account about 30 days after the conclusion of the installment contract, the further debits will be made every 30 days. You can see the exact dates at any time in your PayPal account and before upcoming debits you will be informed by PayPal by mail. There is the possibility to make early repayments of partial amounts or the total amount - please inform yourself about possible fees and further details at PayPal. You benefit as usual from PayPal's buyer protection.

When completing your order, select "Pay Later" as payment method and log in to your PayPal account as usual. There, you select the "Installment Payment" option (if unlocked for you) and specify the number of monthly installments, whereupon you will be prompted to agree to a credit check and the installment agreement. If this is successful, the purchase is completed as usual.

Preconditions are a German PayPal account with a bank account as the deposited payment source, a residence in Germany and a successful credit check by PayPal.

More information about the installment payment: HERE

If you have any questions about PayPal payment methods, you can contact our head office (+49 (0) 5905 945 98 70) or PayPal customer service directly (0800-723 4500 from a landline, 069-9451 89832 from a mobile network).

Payment by credit card

For this service of PayPal you do not need a PayPal account.

You select the payment method "credit card" in the payment process to complete the purchase conveniently and securely with your credit card. Simply enter your card number, expiration date and verification number. After successful verification, you can complete the order in the next step.

Payment by credit card is possible with Mastercard, VISA and American Express.

Payment in advance

When paying in advance, you transfer the purchase amount to the bank account of HP-Textiles GmbH after completing the order. Please note the following information:

Recipient: HP-Textiles GmbH
Bank: Oldenburgische Landesbank
IBAN: DE23 2802 0050 6241 1228 00
BIC: OLBO DE H2XXX


Please indicate your customer number and the proforma invoice number or order number when sending the payment.

Please note that for payments from abroad, we will not cover any bank charges that may be incurred.
As soon as the payment has been received on our account, your shipment will be sent on its way immediately.

Payment by SEPA direct debit

To be able to offer you payment by direct debit, we need your SEPA direct debit mandate when you make your first purchase, which is mainly for your security.

To request the SEPA direct debit mandate, please send us an e-mail to info@hp-textiles.com.
Then send us the direct debit mandate filled out, signed and scanned as a PDF file back to invoice@hp-textiles.com. (For business customers: Please also submit a copy with original signature to your bank!)

As soon as we receive the direct debit mandate, we will debit the total amount from your account. The shipment will take place as soon as the money has been credited to our account. This process may take a few days.

After the second order, we will ship the goods to you directly after receiving the order and debit the invoice amount from your account in the following days.

Payment by Ratepay invoice purchase

The invoice purchase is also handled by PayPal, but the claim is resold to Ratepay. This means for us as a merchant that we receive the purchase amount immediately from PayPal and process your order immediately. You as a customer will receive corresponding payment information in our confirmation email after the purchase is completed or in an email from Ratepay / PayPal.

Your payment term to Ratepay is 30 days. The purchase on account can be used for a transaction amount between 5 and 2500€.

Precondition for the purchase on account via Ratepay is that the customer is resident in Germany. The customer is further required to agree to Ratepay's credit terms. Ratepay performs an identity and credit check of the customer and only if this is successful, the purchase on account is possible. A PayPal account is not required.

Further information about purchase on account: HERE

If you have any questions about purchase on account, you can contact our head office (+49 (0) 5905 945 98 70) or Ratepay customer service directly (+49 (0) 30 983 20 86 20).

Payment with a voucher

After you have placed all the desired products in the shopping cart, you can directly enter and redeem your voucher code here. The amount of the order will be reduced by the value of the voucher.
You can use one of the offered payment methods to pay the difference.

If you redeem the exact value of the voucher, no further payment is necessary.

Even a remaining balance is no problem. The unused value of the voucher can be redeemed with the next order using the same voucher code.

Payment here on site upon pickup

If you pick up the goods on site, the following payment methods are available (in addition to the ones mentioned so far):

• cash payment
• EC / giro card payment (via SumUp)


Please remember to make an appointment in advance to avoid delays. If you have any questions, our staff will be happy to help you by phone or directly on site.

Payment on account for public institutions and organisations

Public organisations and institutions have the option of paying by invoice. Please contact our customer service by sending an e-mail to info@hp-textiles.com. You will then receive a customer master form with your first order, which you should complete and return to us. This is the prerequisite for payment on account. This process is not required for follow-up orders.
 

  Shipping and delivery

How much are the shipping costs?
The shipping costs are automatically displayed in the shopping cart. They are always dependent on the weight and the respective items.

You can find more information by following the links below:


german-wide dispatch

european-wide dispatch
How does the delivery take place?
Smaller quantities are delivered by parcel service (DPD/GLS). You can find our GLS-KlimaProtect certificate for a climate-neutral parcel shipment HERE. For larger quantities, we work with experienced freight forwarders - freight forwarding is explained more detailed in the question below.
How does shipping by freight forwarding work and when is it necessary?
Some dangerous goods and very heavy roll goods can only be transported by freight forwarding. You can inquire about the corresponding freight costs in advance by e-mail or by phone. Otherwise, you will receive an order confirmation including the shipping costs after receipt of your order. The freight costs by truck depend on the weight, the volume and the distance. The actual freight costs are always calculated. Precondition for the delivery are roads passable for trucks.
Is there a possibility to track my shipment?
When shipping by parcel service, you will automatically receive the tracking number by email after the goods have been dispatched. By freight forwarding, either the forwarder himself will send you the shipment number by e-mail or you will receive it from our staff. You have not received an e-mail? Then simply request the tracking number from us by replying to our mail with your invoice. Before delivery, the carrier will contact you by phone to arrange a date for delivery.
Delivery to another address/parcel store possible?
In principle, delivery to a delivery address other than the billing address is possible. If the order does not contain certain dangerous goods or similar, parcel stores are normally no problem. Simply enter the different address as the delivery address in your order.
How long is the delivery time?
When the delivery can be made depends on the article and the respective delivery method. As a rule, the shipments arrive by parcel service within 1 - 2 days after ordering or receipt of payment. By freight forwarding it is rather 3 - 4 days. If items are not in stock, we will inform you about this at short notice.
Is express delivery possible?
We offer a 24h-service. This means that you can receive your shipment the very next day (after ordering / receipt of payment). The precondition is the availability of the articles and an incoming order before 12 o'clock on working days from Monday to Thursday. (Incoming express orders on Friday will be delivered on the following Monday). There is a surcharge for express delivery by parcel service.

In urgent emergencies, there is also the option of arranging an appointment delivery by 6pm, 12pm, 10am, 9am, or even 8am the following day. In addition, Saturday deliveries are possible by arrangement. Simply contact our customer service. We will then check whether the desired service is possible for each item in your order and what additional costs will be incurred.
Is island delivery possible?
Yes, but for island deliveries we charge a surcharge of 14,50€ within DE (incl. VAT). Hazardous goods are transported exclusively by freight forwarding. Corresponding shipping costs should be requested in advance or must be determined in case of order.
Can the material also be picked up?
This possibility also exists. For this we ask for a short telephone arrangement by calling +49 (0) 5905 945 98 70. Our staff will then be pleased to inform you about the pick-up times etc.
Can the material be shipped internationally?
In principle, we have the possibility to ship the goods internationally. This depends on the selected products, which is why we do not offer this option in the online shop. You are welcome to send us your request or a screenshot of the shopping cart and the billing and shipping address as well as your phone number by e-mail to info@hp-textiles.com so that we can check our options. We will then contact you by e-mail as soon as possible.
 

  Complaints and returns

What do I have to do if I want to return goods without defect?
If you want to return an item without a defect, you can make use of the right of withdrawal. To do this, either use our online form or send us the PDF download form by e-mail. This is possible within 14 days without giving reasons. The period begins after receipt of the withdrawal notice in text form, but not before receipt of the goods by the recipient or a third person who has taken possession of the goods. Please note that the goods must reach us in perfect condition - this means unopened, complete and undamaged. Please ensure that the packaging is secure. The buyer bears the costs of the return.

Further information on the subject of the right of withdrawal can be found HERE.

 
Can I return customized items?
There is no right of withdrawal for goods that are made up / formulated / manufactured according to customer specifications or are clearly tailored to the personal needs of the buyer. These can therefore not be returned. This includes, for example, paints according to RAL, certain fabric / scrim dimensions, etc.
Are the shipping costs refunded in case of a return?
The original value of the goods plus the original delivery costs will be refunded. The shipping costs of the return shipment are borne by the customer.
How do I get my money back in case of a return?
For the refund we use the same means of payment that you used in the original transaction, unless agreed otherwise with you. The refund may take a few days, please be patient.
What is the complaint procedure?
In case of a complaint, we ask you to first contact your contact person or clerk by phone or e-mail. You will find the contact details on the delivery bill or invoice, for example. We will then look together for the best solution - depending on the type of goods involved, there are different ways.
 

  Service and technical support

Why can I not enter my zip code as well as tel. area code and thus not complete the order?
If there are problems with the above data, please first check whether you have selected the correct delivery country in the shop. To do this, click on the language setting on the right of the search bar and simply save the appropriate country
 
Do I need a customer account to be able to order something?
Not necessarily - you also have the option to order as a guest. The advantages of having a customer account are that the ordering process is much faster and you can track the status of your order at any time.
How can I create a customer account in the store?
To create a customer account in our store, click on "Customer Login" in the upper right corner next to the search bar. There, the option "Create account" will take you to the corresponding form, which you complete with your data. Finally, you only need to assign a password for your account.
What can I do if I have forgotten my password?
If you have forgotten your password, you can easily create a new one. To do this, click on "Customer Login" at the top right of the search bar and select the "Forgot your password?" option. After entering your email address and security code, you will receive an email with a confirmation link that will allow you to change your password. If necessary, also check your spam folder.
Where can I adjust my data in case of a change of address?
In case of a change of address (e.g. due to a move) you can easily adjust it yourself in the store. To do this, log into your customer account as usual and click on your name, which is displayed at the top right next to the search bar. There you can make the appropriate adjustments under "Show or change my address book information".
How can I request invoices again?
To request a current or even past invoice, you can contact info@hp-textiles.com. Our staff will then send it to you as soon as possible.
Are there special reseller price lists?
We do not have special prices for resellers, but we do work with graduated prices.
How can I contact you?
For further questions or information, you can contact our customer service. You can reach them by phone from Monday to Friday from 7:30 a.m. to 4 p.m. at +49 (0) 5905 945 98 70. Or you can send an e-mail to info@hp-textiles.com.