FAQ
This page provides you with answers to frequently asked questions.
Click on any question to show the answer.
General Information
How do I contact you?
Our customer service is available on weekdays from 10 a.m. to 5 p.m. at +49 (0)22 8 96 96 895. If you are calling outside office hours or if all lines should be occupied you can leave your name, your telephone and customer number and we will call you back as soon as possible. In addition, you can contact our Support
via email
. Your enquiry will usually be answered within one day.
How can I be sure that my personal data is in safe hands?
Of course it is. All personal data are processed most confidentially. They will in no case be distributed to third parties nor are they stored any longer than it is absolutely necessary. Our data is stored only on secure servers within Germany and are transmitted in encrypted form. We spare no technological or organizational efforts to keep your data save from any loss, damage or unauthorized access. Further information is provided in our
privacy policy.
Are your products exclusively available via the Internet?
Is it possible to take a further look on a product before purchasing it?
In addition to our online store we invite our customers to visit our outlet store, which is located in Bonn, Germany. A rather sizable exhibition of different rug allows you to experience our products first hand. However, not all of the products that are available online are on display in our shop. Therefore, if you are interested in a particular article please inform us previous to your visit.
I have a question concerning one of your products. I seek purchase advice.
Our customer service is happy to help you with any questions concerning our products. You can reach us on the phone at +49 (0)22 8 96 96 895 or
via email
.
How do I subscribe/unsubscribe to your newsletter?
You can sign up for our newsletter on the following
page. If you no longer want us to keep you informed you can use the same link to unsubscribe. If you should encounter any difficulties please feel free to contact our customer service.
I have forgotten my password.
No problem at all! Click
here to request a new password. It will be sent to the email account that was given on registration.
Can you provide me with a catalog in print?
As we are in essence an online store, there unfortunately is no printed catalog available. However, our website offers a wide range of products, search functions and other tools that could not be provided in print. If you seek further advice please feel free to contact our
customer service.
How do I cancel my shop account?
To cancel your account please contact our customer service at +49 (0)22 8 96 96 895 or
via email
.
Products
Is the product's color the same as display in the shop?
We make all efforts to provide high quality images of our products that include a high degree of detail. All pictures represent the optimal outcome that is technically possible. However, the colors shown might still differ slighty from the actual product depending on your monitor's color settings. Our return policy allows you to withdraw from your purchase within three weeks if the colors turn out not to be as expected.
My favored product is not or no longer available. When will it be available again?
If your favored article is out of stock you can sign up for a notification that will be sent as soon as it is available again. For any further questions or in case that you are interested in a custom-made item please contact our customer service.
Which terms of warranty apply for my purchase?
Ordering
I have difficulties placing my order.
Please feel free to place your order by phone. Our customer service is available on weekdays from 10 a.m. to 5 p.m. at +49 (0)22 8 96 96 895.
How do I purchase items at the online shop?
Before you can shop online at benuta.com you will have to open an account with our shop. In order to do so, please use the following
link. As soon as your account is active you can easily add any articles that you like to your shopping cart. Afterwards you can still chose whether to buy the item or delete it. Proceed to checkout to complete your purchase.
How do I redeem a voucher?
Please enter your voucher code during checkout. The voucher will be automatically listed in the purchase overview.
I have completed my purchase. What happens next?
First of all, thank you for your purchase. On placing your order you will receive a written confirmation via email. If you should have difficulties finding the conformation, please check your spam filter.
Depending on the terms of payment you chose you might have to execute the payment. Further information on the terms of payment is provided below.
Articles that are immediately available will be shipped upon receipt of payment without any further delay. In all other cases the specified times of delivery apply. Upon shipment you will receive another notification that includes all information needed to keep track with your shipment at all times.
I would like to order a larger amount of a certain product. Could you grant me a discount?
Please send your inquiry to
info@benuta.com in and we will provide you with an offer that is suited to your requirements.
Payment
Which terms of payment are available?
You can either pay via bank transfer, credit card or PayPal. Please note that we generally do not ship any goods on account. The following
link provides you with a detailed overview on our terms of payment.
Is it safe for me to pay in advance?
Of course it is. Our company has been a both reliable and reputable partner for many years. In addition, the highest level of safety is guaranteed to our customers by the
Trusted Shops certificate. Please visit
trustedshops.com for any further information on the high standards that are needed to match the certificate?s criteria.
Where to find your bank details?
You will receive a message that includes all information needed as soon as your purchase is completed.
What reference do I state in my transfer form?
As reference, please enter your order number that is stated in the confirmation you have received.
Will all taxes be disclosed in my invoice?
A proper invoice will be included in your shipment.
Is it possible to change the invoice details?
Due to legal requirements, it is not possible to change any invoice details ex post. However, this does not include the correction of obvious mistakes.
Do you provide any tax-free shipping abroad?
Please note that we generally cannot provide any tax-free shipping.
Which custom charges do I have to expect for a shipment outside the EU?
Please contact the local authorities for any questions concerning the regulations that apply in your country. Please note that we cannot provide you with any detailed information in this matter.
Shipping
Which shipping options are available and on what terms?
A detailed overview of all available shipping options and charges can be found
here. Please note that we ship our product exclusively with the stated logistics partners to ensure a prompt and safe delivery.
How are the shipping costs calculated?
Our shipping and handling charges include postal charges, packaging costs and the services provided by our logistics partners. Each parcel is carefully assembled, checked, scanned and packed by our shipping department to ensure a prompt and safe delivery.
I ordered more than one article. Is it possible to ship them together?
Given that all articles will be available by the same time, they will in general be sent together. For each additional article purchased we grant a discount on all shipping charges. Click
here to see further information regarding combined shipping costs. In case of partial deliveries do to differing delivery times, no additional costs will be charged.
How does it take my parcel to be delivered?
Shipping time averages 2 to 3 days for shipments within Germany and can take up to a week for shipment within Europe. Please note that this only applies for articles that are immediately available. All other delivery times stated add to the shipping time.
Is it possible to send my order immediately if i provided you with the payment document?
We ask for your understanding that your order cannot be sent until the payment has arrived and has been booked in our system. This takes an average 2-3 working days. Orders that are paid via credit card or PayPal will be sent immediately.
What terms of insurance do apply?
Unlike most other vendors we insure our parcel to the full extent regardless of the order value. No additional costs are charged for that service.
How do I track my shipment?
As soon as your parcel is on the way you will receive a notification including both parcel number and tracking link. You can thereby easily keep track with your shipment.
The package is damaged upon delivery. Should I still accept the delivery?
Please document all damages to the parcel and have it confirmed by the forwarding agent. This way insurance will apply in case the goods are damaged. If the forwarding agent refuses to confirm your description please refuse to accept the delivery and contact our customer support. We will take care of any further issues.
Is it possible to pick up my order instead?
You can pick up your articles at our outlet store in Bonn, Germany, and make a cash payment as soon as your order is ready. In order to do so, please contact our customer service.
Return & Exchange
Do I have a right of withdrawal?
Of course you do. In order to ensure our clients? satisfaction to the full extend we guarantee a right of withdrawal that exceeds legal requirements. You can withdraw from your contract without giving reasons up to 3 weeks after you have received your order. Please visit our
Terms & Conditions for further information.
How do I exercise my right of withdrawal?
For orders within Germany that exceed a value of 40?, please follow this
link to request a free return pick-up. Orders outside Germany are to be returned at own expense. Please fill out the
return form and enclose it within the parcel. Reimbursements will be effected within 30 days.
I am not satisfied with the article I ordered. Could you send me another product instead?
We accept returns up to three weeks after you have received your order. You may choose either reimbursement or replacement. Please contact our customer service to inform us of your choice.
I received an incorrect product.
We apologize for this oversight on our part. Please contact our customer service and we will set things right as soon as we can. You can help us by providing a photograph of the wrongly delivered item via email. Pickup and replacement will of course not cause any further costs.
I received a defective product.
Please accept our apologies for any inconvenience caused. Despite the extensive measures that are taken to insure the quality of our products a manufacturing flaw might still occur once in a while. If you find your product to be flawed please contact our customer service and describe the kind of defect in detail. You can help us by providing a photograph of the article via email. If we still should not be able to evaluate the matter, we will arrange a transfer to the manufacturer for a close examination. If a defect is attested the item will immediately be replaced at no charge. Please note that we generally cannot provide any reimbursement once the withdrawal terms have been exceeded.