FAQs – Frequently Asked Questions

Below you will find all the information you need to make your online shopping experience as pleasant and straightforward as possible. Discover everything about the van Laack online shop to help you navigate it quickly and effortlessly.

Orders

How and when can I place an order in the van Laack online shop?

You can place orders in the van Laack online shop 24/7. To do so, add your desired products to the shopping cart. Once all products are in your cart, you can finalise your order by clicking the "Proceed to checkout" button, or you can use the PayPal Express Checkout via the "Pay directly with PayPal" button. Unfortunately, we cannot process orders via email, letter, phone, or fax.

Is there a minimum order value?

No, there is no minimum order value. Minimum order values may apply only during certain promotions.

How can I check if a product is available?

On the product page, only items, colours, and sizes that are currently available in stock or at our stores will be displayed. If an item is not available in stock but is available at one of our stores, you will be notified via email.

Can I reorder a product that is not available?

No, but as soon as an item is back in stock, it will appear as available in the online shop. You can opt to be notified when your desired product is back in stock in your preferred colour and size. Simply enter your email address on the product page and click the "Notify me" button.

How do I know if my order was successful?

Once your order has been successfully placed, you will automatically receive an email confirmation. You will also receive an email confirmation once your items are dispatched.

Can I modify or cancel my order?

No, after completing your order, it is not possible to make changes to sizes, colours, or quantities. Therefore, always review your details carefully before completing your purchase. However, you do have the right to cancel under the applicable withdrawal regulations.

Where can I enter a voucher code?

Voucher codes can be entered in the shopping cart. Use the field labelled "Redeem voucher code," then click "Apply" to deduct the discount from your total.

Vouchers

Can I use multiple vouchers for a single order?

No, only one promotional voucher can be applied per order.

Do promotional vouchers have a minimum purchase value?

Yes, promotional vouchers may have a minimum purchase value.

Does a promotional voucher become void if a return reduces the total below the minimum purchase value?

If the invoice amount for an order is reduced due to returned or cancelled items, and the total falls below the minimum value of the applied promotional voucher, the voucher may not be fully credited.

Shipping & Returns

Which countries can I order from, and to which countries can items be shipped?

Currently, orders can be placed from all countries within the EU, as well as Switzerland, Liechtenstein, and the United Kingdom, and items can be shipped to these countries.

Can I specify a delivery address different from my billing address?

Yes, you can specify a billing address from any country within the EU, Switzerland, Liechtenstein, or the United Kingdom, and choose a different delivery address within these countries. This allows your order to be shipped to your workplace, holiday destination, or another recipient.

Which courier service is used for shipping?

All items are shipped via GLS or DHL.

Where can I find the return label for Germany?

To request a return label for your order, please use this link: Return label

Can I track my shipment?

Yes, you will receive a tracking link in the email confirming that your order has been dispatched. Additionally, you can contact our service centre for updates from Monday to Thursday between 9:00 am and 5:00 pm, or on Friday from 9:00 am to 4:00 pm, at +49 (0)2161-357 0, or via email at onlineshop@vanlaack.de.

Payment

What payment methods are available in the van Laack online shop?

We offer a range of payment options, including Klarna invoice, Klarna Pay Now (direct debit & instant transfer), credit card, PayPal, and iDeal.

Which credit card types are accepted in the van Laack online shop?

We accept Visa™, Mastercard™, and American Express™.

Contact

What contact options are available?

Our service team is happy to assist you with any queries or suggestions. You can reach us by phone from Monday to Thursday, between 9:00 am and 5:00 pm, and on Friday from 9:00 am to 4:00 pm, at +49 (0)2161-357 0.
Calls are charged at the standard German landline rate. Mobile and international rates may vary.
onlineshop@vanlaack.de.