Shipping policy

Shipping & Returns

We select our products with a lot of care and consideration. Immediately after you place your order, the products you want are lovingly packaged and make their way to your home to make your home even more beautiful.

Standard shipping

All orders from € 50, - we deliver within Austria free of shipping costs. For orders under a value of € 50,- we charge € 4,50 shipping costs.

For uncollected parcels Gans Ges.m.b.H reserves the right to charge € 15,- for the costs incurred

Deliveries to Switzerland and United Kingdom

Please note that we only charge the net amount (excl. VAT) plus any shipping costs. However, in Switzerland and the UK your purchase is subject to customs duty and VAT!
Upon receipt of the product, customs duties, value added tax and any other duties must be paid to the shipping service provider against a separate invoice

*We deliver to the following countries:

Austria, Germany, Belgium, Czech Republic, Denmark, Spain, Finland, France, Greece, Great Britain, Croatia, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Sweden, Slovenia, Slovakia and Switzerland.
Delivery within Austria for goods in stock is usually within 3 to 7 working days and within the EU usually within 5 to 9 working days.

When ordering several products, we ship all products together, i.e. the delivery time for immediately available products may be slightly delayed. However, if you would like to receive the immediately available product right away, the shipment can be split for € 4,50 (different costs for shipping outside Austria)

Shipping service provider

We ship within Austria with Austrian Post.
All other countries in the EU and Switzerland are shipped with DHL or with the Austrian Post

Voluntary right of return

It is very important to us that you are satisfied with the quality of our products. Therefore, in addition to the statutory right of withdrawal for unused, as good as new goods, we grant a voluntary return guarantee of a total of 30 days from receipt of goods.

After expiry of the 14-day revocation period, you can withdraw from the purchase contract by returning the goods to us within 30 days of receipt (period begins on the day of receipt of the goods).

The contractually granted return guarantee does not affect your statutory rights and claims.

Go to www.gans.at - "Return shipment" Here you can easily enter all your information regarding your return. Please provide the name of the article and reason for returning. Print your return label, put it on your parcel and drop it at the nearest post office.
Please ensure that the products ordered are in their original condition and packaging, have not been used or washed and that the label is on the item.

Keep the invoice for your records.

For returns within Austria, hand in the package at a post office. Within Austria, the return costs are € 4.30 to 4kg and 4.90 to 31.5kg and will be deducted from the refund amount. Outside Austria, the shipping costs of the respective country apply.

You can also send your return back using a different shipping method than the post office, the costs for this are then to be paid by you yourself to the respective shipping service provider.

Please always send the return to:
Gans Ges.m.b.H
Ameisgasse 65
1140 Vienna
Austria

We will send you a confirmation email as soon as we have received and processed your return.

We will reimburse the return value minus the return shipping fee (if you have not already paid this yourself to the respective shipping service provider) within 14 days. The refund will be made using the same payment method that you used to purchase. In the meantime, should you have any questions. Please contact our customer service.

Please note that personalized or individually adapted products cannot be exchanged.

Return of bedding in accordance with hygiene regulations (duvets, pillows, toppers, bed linen and other items)

Bedding is a hygiene article and is subject to hygiene regulations. For this reason, no used bedding items that have been slept will be taken back. The return must be in the original condition. In the case of pillows and duvets, it goes without saying that you have to try them out to determine the degree of warmth, the height, etc. Please make sure, however, that you only try them out in the same way as you would in a shop, for example with upholstery that you put a cushion cover on the upholstery and with duvets that you only use them for a while be allowed to put them over the arms.

Return with Klarna - purchase on account - recommendation

In the case of a return, we recommend that you extend your payment term by 10 days via the Klarna portal “Mein Klarna” (link for Austria or Germany). This will avoid any overlaps between the returns booking and the otherwise usual 14-day payment term. Please note that this extension can only be carried out by you personally and not by Gans Ges.m.b.H.
Please do not contact the Gans customer service for all questions relating to the payment and reimbursement of the invoice, but only the Klarna customer service, which can be reached under the following contact options for Austria or Germany or by phone at +43 (0) 720 88 3811 (local rate) for Austria or +49 (0) 911 477 577 10 for Germany

Have you received a reminder even though you have returned your order?

If the date of the payment deadline on the invoice has been exceeded, Klarna will automatically send you a reminder. In this case, please always contact Klarna customer service directly at the following online contact options for Austria or Germany, or by phone at +43 (0) 720 88 3811 (local rate) for Austria or +49 (0) 911 477 577 10

Refund

Immediately after we have received your return and the goods have been checked, we will initiate the repayment. You will get the money back the same way you paid.
Please note that, depending on the bank and payment method, it can take up to ten working days for the repayment amount to be credited to your account

Flaws or defects

We attach great importance to the quality of our materials and workmanship and subject our products to regular quality controls. However, if a product has errors or defects, simply contact our customer service.
If it is a matter of a defect caused by production, transport or material, you can of course return your order free of charge and we will reimburse you for the value of the goods including shipping costs

Sustainability

For the sake of our environment, we want to keep our ecological footprint as low as possible and avoid additional transport routes and unnecessary packaging material. Therefore, we ask you, if possible, to refrain from large selection orders. If you are not sure which product suits your needs, our experienced customer service will be happy to advise you.

Any questions?

If you have any questions about the return or need return documents, we will be happy to help you.

We are there for you Monday to Thursday from 7:30 a.m. to 4:00 p.m. and on Friday from 7:30 a.m. to 1:00 p.m.
Telephone: +43 (1) 914 13 27 or Email: office@gans.at