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About Schlossberg
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Orders
What is the status of my order?
For all questions relating to your order, please contact our Customer Service Dept. either by phone, via the contact form or by email
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
I cannot place an order from my country. Am I doing something wrong?
Orders for Germany can currently be carried out in the Schlossberg Online Shop at www.myschlossberg.com . The delivery address must be in the same respective country.
If you live in Switzerland and wish to place an order for a delivery address in Switzerland, please call up the following link for the correct online shop: www.schlossberg.ch.
For all orders destined to countries outside of those stated above, please contact our Customer Service Dept.
I did not receive an order acknowledgment by email. What should I now do?
If you have not received an order confirmation, please check if your email address is correct. If the e-mail address is correct and you still have not received the order confirmation, our customer service will be happy to answer your questions by phone, contact form or e-mail.
Mon-Fri: 8:30 AM - 5:00 PM
Tel.: +41 (0) 52 396 23 15
Email: onlineshop@myschlossberg.com
The order confirmation does not match the order acknowledgment. Who do I need to notify?
For all questions relating to your order confirmation, please contact our Customer Service Dept. either by phone, via the contact form or by email
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
How can I change or cancel my order?
A change or cancellation can only be made immediately after placing the order. For this purpose, please contact our customer service.
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
I am unable to finalize my order despite repeated attempts. What should I do?
Our customer service places your order by phone, email or via the Contact form.
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
When can I expect to receive an order confirmation?
You will receive an order confirmation once your order is complete. If this not the case, it may be because an incorrect email address has been saved or the email has landed in your spam folder unintentionally. Please check! If anything else remains unclear, please contact us at onlineshop@myschlossberg.com or on +41 (0) 52 396 23 15.
How can I place an order?
You can place an order via our online shop. Simply place your product(s) in the chosen size and color in the shopping cart, add payment and delivery details, and then complete the order.
Acknowledgment of order will be sent by email to the stated email address once the order has been successfully completed in the online shop. If this is not the case, please read the answer to the question “When can I expect to receive order confirmation?”
Payment
Is VAT included in the stated price?
Yes, VAT is included in the stated price.
What are the different payment options in the German online shop?
You can pay for your order with the following: Master Card, Visa or PayPal.
Why am I not able to order ‘on account’?
Payment ‘on account’ is not available for customers with residence and a delivery address in Germany.
How can I redeem my discount code?
The discount code can be redeemed in Step 3 “Complete Order” by entering the discount code.
Simply enter the code in the relevant box and then click on the ">" button, in order to activate the discount code.
I get an error message when trying to enter the discount code online. What should I do?
Firstly, please check that you have not entered the code incorrectly (i.e. typos) or included a space either before or after the discount code.
If the error message continues to be shown, please contact our Customer Service Dept.
How can I tell whether or not the discount code has been applied?
In Step 3 “Complete Order”, an additional line will appear below the order items that shows the activated discount code.
Can I place an order or set off an amount against payment using a gift voucher?
Gift vouchers can currently be purchased and used in our Schlossberg Boutique Stuttgart.
We are aiming to offer this service in our online shop in the foreseeable future.
Shipping & Delivery
Which carrier will deliver my order?
Your order will be delivered to all addresses in Germany by DPD.
How much are the shipping costs?
For deliveries within Germany will be Euro 7.90 to order value Euro 150.00.
Free delivery within Germany with order value from Euro 150.00
The shipping costs for deliveries to other countries are calculated according to the size and weight of the parcel.
For more details, please read the section on shipping fees.
An item is faulty. What should I do? / What can I do about it?
Please send a photo of the faulty item by email to onlineshop@myschlossberg.com. Our Customer Service Dept. will then contact you.
Part of my delivery is missing. What should I do?
Please compare the list of items in the order confirmation with those on the delivery note. If the order confirmation and delivery note match, then all the ordered items have been delivered. If an item appears on the delivery note but was not in your parcel, please get in contact with our Customer Service Dept.
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
Can I track my order online?
Unfortunately, this function is not yet available.
Please get in contact with our Customer Service Dept. They will be able to give you an update on the whereabouts of your order.
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
I live in Germany but would like my order to be delivered abroad. What do I need to do?
For deliveries outside of Germany, please get in contact with our Customer Service Dept. We will then process the order manually for you. The order can only be carried out against payment in advance. Any customs fees and delivery costs will be charged to the recipient. The delivery costs can be calculated according to the size and weight of the parcel.
I live abroad but would like to order something. What do I need to do?
If you live in Switzerland or Liechtenstein and wish to place an order for a delivery address in Switzerland or Liechtenstein, please call up the following link for the correct online shop: www.schlossberg.ch.
For all orders destined to countries outside of those stated above, please contact our Customer Service Dept. The order can only be carried out against payment in advance. Any customs fees and delivery costs are to be borne by the recipient. The delivery costs can be calculated according to the size and weight of the parcel.
Products
Where do I find the right bed linen size?
The standard sizes for your country can be found under “Size” on the respective page for the item in question. If you are unsure about the size or need a particular size, please get in touch with our Customer Service Dept. We will gladly advise you and are able to offer you other sizes for your order.
Is Schlossberg also able to offer custom-sized bed linen?
Besides the sizes shown in the online shop, we are also able to offer you our bed linen in other sizes. We will do our utmost to carry out your individual wishes. Our Customer Service Dept. is the best starting point and will gladly advise you.
How long does it take to receive customized bed linen?
Special sizes, extra-long lengths or individual wishes usually* have a delivery time of approx. four (4) weeks. A precise date will be given at the same time as the order confirmation.
*Owing to the current situation resulting from the COVID-19 pandemic, it is possible that the delivery may take longer.
What is the best way to wash the bed linen?
Please follow the instructions on the sewn-in label. When cared for properly, bed linen and terry toweling will not only continue to look good, but will give you pleasure for a long time. For further tips and recommendations, please go to: Looking after bed linen properly
How long is the guarantee on Schlossberg products?
According to governing laws in Germany, product items purchased in Germany come with a two-year guarantee to cover manufacturer’s defects. Schlossberg also has a lifetime guarantee* on zippers on its bed linen.
*provided the product items are treated properly – please read the information “bed linen with zipper - for your optimal comfort” contained in the packaging or on our website under the menu option “Care”.
I live in Germany but need bed linen in the standard Swiss size. How is it best to order this?
Please contact our Customer Service Dept. They will gladly advise you on available sizes.
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
My duvet is made of natural fibers – do I need to take anything into account regarding the size of the cover?
Important: Depending on the dryer setting, the naturally processed cotton used in our bed linens may shrink by 4–6%. Nevertheless, the covers are still an ideal fit for down comforters. When using wool, camel, silk, or similar comforters, the cover may, depending on type, feel a bit tight after washing. In this case, we recommend that you order the special natural fiber quilt cover, available for a surcharge. Please ask our Customer Service Dept. for further information.
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
I would like to see the color or pattern in person before buying. Is this possible?
We are more than happy to send you a fabric or color swatch upon request. Please get in contact with our Customer Service Dept.
Mon-Fri:8:30 AM - 5:00 PM
Tel.: +41 (0)52 396 23 15
I ordered some bed linen but have not received a pillowcase, why not?
Our bed linen is available as individual items and does not come as a set.
We only offer bed linen sets during our sale periods. Bed linen sets can easily be identified by looking at the sizing information on the packaging, such as: 135x200 cm + 80x40 cm.
Customer Account
How can I obtain a new password?
You’ve forgotten your password? Then please click on the link “Forgot your password” and you will be sent an email, in order to reset your password and create a new one.
How do I register for the online shop?
To create a customer account, please register by simply going to New customer
How can I change my delivery address?
In your customer account under the menu option “Overview”, you can amend the details of an existing delivery and invoice address or add a new one.
Please note, however, that the delivery address will only be updated in our customer database when you place your next order from the online shop.
How do I stay up to date with promotions and latest arrivals?
Register to receive the Schlossberg News and we will then inform you on a weekly basis of any promotions and new products. Moreover, when you initially register for our newsletter you will receive an exclusive voucher for CHF10 that you can spend in our online shop.
Register here: Schlossberg News
How can I cancel the newsletter?
Simply click on the link “Unsubscribe” contained within the newsletter. You will find this at the bottom of the newsletter email.
The newsletter does not appear properly, what can I do?
If you are unable to read the newsletter properly, please click on “open browser” in the top right-hand corner.
How often will I receive Schlossberg News?
We normally send out our newsletter containing information on latest arrivals and exclusive offers by email once per week.
Return
How do I send back goods?
You will find a detailed description on returning goods here
How do I get a refund?
If you are entitled to return your item, the reimbursement will be made using the same method of payment as that which you selected when you purchased the item.
An item is faulty. What should I do?
Please send a photo of the faulty good by email to onlineshop@myschlossberg.com. Our Customer Service Dept. will then get in contact with you.
I would like a different color or size. How can I exchange an item?
Please indicate the required size or preferred color on the delivery note. Once we have received your returned items, we will then instruct the new items to be sent out.
I would like a different color or size. How can I exchange an item?
Please indicate the required size or preferred color on the delivery note. Once we have received your returned items, we will then instruct the new items to be sent out.
Answer not found?
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