Your questions, our answers

Have a question or need help? No problem – our customer service is here for you! Simply send us an email at kundenservice@7oclock.de or send us a DM on Instagram @7oclock.de. We'd love to hear from you and are always happy to help. Your request is in the best hands with us.

Unfortunately, changes after the fact are only possible to a limited extent.

If, for example, you would like to adjust your address, please contact our customer service as quickly as possible at kundenservice@7oclock.de – but please note that due to the processing procedure, overlaps with shipping can occur. In such cases, unfortunately, a change to the delivery address may under certain circumstances no longer be possible.

Should your order ever arrive damaged, we will of course replace the damaged goods. Please email a photo of the faulty items directly to our customer service: kundenservice@7oclock.de. We'll take care of a quick solution.

IMPORTANT: please do not dispose of any faulty items before the claims process has been completed. This is the only way we can guarantee that the claim can be carefully reviewed and resolved. Otherwise, if any images/photos/videos are missing, the claim may be rejected.

We make sure your order reaches you as quickly as possible! Delivery within Germany takes 1–3 working days, and to Austria and other European countries usually 3–7 working days with DHL.

Once your parcel leaves our warehouse, the exact delivery time depends on the carrier and is beyond our control. Should there be an unexpected delay, we ask for your understanding and a little patience.

You'll be kept informed of every step of your order by email. That way you always stay up to date and can be sure your parcel arrives safely. If anything should be wrong with your shipment, simply get in touch with our customer service by email – we're here for you.

If something doesn't quite work out, returning it to us is very simple: you have 14 days from receipt to cancel your order without giving any reason.

Simply register your return in our Returns Portal – with your order number and email address it takes less than two minutes. You then have 14 days to send the items back; you cover the return postage.

Once we've received and checked your return, we'll refund the purchase amount – usually within a few days.

You'll find all the legal details in our Cancellation Policy.

If your order contains a product marked as a pre-order, for sustainability reasons we will only ship the parcel once all the ordered items are in stock.

If you would like a partial delivery or another solution, please feel free to contact our customer service at kundenservice@7oclock.de. We'll be happy to find a suitable solution for you.

For international orders, your parcel is initially sent by DHL. Once it has arrived in your destination country, DHL hands the shipment over to a local delivery company (e.g. the national postal service).

Important: A link will then appear in DHL's tracking that takes you directly to the local delivery company's website. From that point on, you'll find all the latest information about your parcel there.

Please be sure to take this step – it's the only way to track the delivery in your country and make sure your parcel isn't sent back to us.

Changing your delivery address is only possible to a limited extent. If you would like to amend your address, please contact our customer service as quickly as possible at kundenservice@7oclock.de.

Please note that, due to our processing procedure, there may be overlaps with dispatch. In such cases, changing the delivery address may unfortunately no longer be possible.

Step-by-step guide:

Enter your first and last name as usual.
Search for and select the DHL Packstation by postcode.
Enter your personal Post Number.

Please first check via the tracking whether your parcel may have been left with a neighbour, an acquaintance or at an alternative delivery location. The courier often leaves a notification card for this, or provides relevant information in the tracking.

If you cannot find the parcel with a neighbour or at another location and the shipping status has not changed for 5 days, please get in touch with us. You can find our contact options further up. We will take care of your request and support you in finding a solution together. For faster processing, it's best to have your order number to hand.

Please first check whether your parcel was delivered to your specified (preferred) location, or whether it may have been left with a neighbour, acquaintance or family member. The courier often leaves a notification card for this, or provides relevant information in the tracking – you received the link to this in a separate email from us.

If you still cannot find your parcel, please contact DHL customer service directly. They can help you locate your parcel as quickly as possible and initiate further steps. We recommend having your tracking number to hand to speed up the process.

If you have no success here, you can of course also contact our customer service by email.

If your order hasn't been dispatched within 24 to 48 hours on working days, this could be because an incomplete or incorrect delivery address or a wrong name was provided with the order. In this case you'll be notified by email and asked to send us the correct details.

It can also happen that certain products are temporarily sold out due to high demand. These items are then available in our online shop as a pre-order. You'll find the relevant delivery time directly on the product page.

If your order contains both immediately available products and pre-ordered items, we hold back the entire order. This step reflects our commitment to sustainability, avoiding unnecessary part-deliveries. As soon as the pre-ordered goods arrive at our logistics centre, your entire order will be dispatched. You'll then receive a dispatch confirmation by email, including DHL tracking. Thank you for your understanding.

If the courier doesn't find you at home, you can check the tracking to see whether your parcel was left, for example, with a neighbour, at a preferred drop-off location or at a branch. Through the tracking you also have the option of selecting a drop-off location or neighbour for the delivery in advance.

In some cases the second delivery attempt is carried out by a different shipping provider. You'll also find all the important updates and information about this in the tracking. That way you always keep an eye on the status of your parcel!

After your order confirmation, you'll automatically receive a dispatch confirmation by email. It contains a tracking link from our shipping provider DHL, through which you can follow the current status of your order at any time.

If you're wondering where your parcel is, please check the tracking link first before getting in touch with us. That way you can quickly get an overview and view any available delivery information. Of course, we're always happy to help if you have any further questions.

As a rule, your order is ready for dispatch within 24 to 48 hours on working days. You'll find a more precise indication of the delivery time in the dispatch confirmation, which you receive by email as soon as your parcel is on its way to you.

Within Germany, the average delivery time is 1 to 3 working days. For deliveries abroad the duration can vary, as further shipping providers are often responsible for onward transport.

• Your preferred address
• DHL Packstations
• DHL parcel shops

• Germany:
  Flat-rate shipping 5,99 €
  Free shipping on orders over 69,00 €
  
• Austria:
  Flat-rate shipping 9,90 €
  
• Europe:
  We ship to the following countries: Belgium, Denmark, Estonia, Finland, France, Greece, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary and Cyprus.
  Flat-rate shipping 13,90 €, regardless of order value
  
• Switzerland:
  Flat-rate shipping 24,90 €
  
• United Kingdom (UK):
  Flat-rate shipping 13,90 €

Please note: any customs duties or local taxes are borne by the recipient.

We ship with DHL to ensure reliable and fast delivery.

On the voucher's product page, select the amount you'd like, add it to your basket and complete your order as usual. After purchase you'll receive an order confirmation and your printable voucher separately by email.

The voucher contains a unique code of numbers and letters that can be easily entered and redeemed at checkout. Perfect as a gift – quick, personal & stylish!

Unfortunately not – only one discount code can be redeemed per order. Combining several codes is unfortunately not possible. If you have several discount codes, simply choose the one that's best for you.

You can, of course, use a discount code and a gift voucher together. Enter the discount code in your basket and the voucher code in the next step.

For international orders, customs charges or local taxes may apply, which must be borne by the recipient.

As we ship from Germany, no additional charges apply within Germany, of course.

Our shop is lovingly made for private customers.

That means: we sell exclusively to end consumers. A commercial order or an invoice without VAT (reverse charge) is unfortunately not possible – thank you for your understanding.

As soon as your order reaches us, it is automatically processed in our system and prepared for shipping – which is why subsequent changes or adjustments are unfortunately no longer possible. We ask for your understanding and recommend that you check your details carefully before completing your order.

If changes are no longer possible on our side, you can usually redirect your parcel yourself via DHL parcel tracking. For example, you can have it delivered to a nearby branch or to a DHL Packstation of your choice. If this does not work, we recommend contacting DHL customer service directly to find a suitable solution.

Unfortunately, we are unable to cancel orders, as our logistics system is automated and orders are processed immediately upon receipt. As soon as your order has been placed, it is integrated directly into the shipping process, which rules out any subsequent cancellation. We ask for your understanding, as this process allows us to make our deliveries as efficient and fast as possible.

If you still have any questions or concerns about your order, please feel free to contact our customer service.

Before completing your order, please check carefully that all details are correct – in particular your delivery address, the correct application of discount codes and, where applicable, the selection of your desired free products.

We accept the usual payment methods:

• PayPal
• Instant Bank Transfer
• Klarna Instant Bank Transfer
• Klarna Invoice
• Visa
• Mastercard
• Maestro
• American Express

Your invoice is sent to you automatically by email as a PDF attachment right after dispatch – there you can conveniently download the invoice and open it as a PDF.

We're very sorry that your order arrived damaged. Despite careful packaging and shipping, such incidents can unfortunately occur occasionally.

Please send us clear, meaningful photos of the affected glasses or products by email to kundenservice@7oclock.de. This way we can review your request quickly.

After reviewing, we'll of course take care of a solution and, if necessary, send you a free replacement. Thank you for your understanding.

IMPORTANT: please do not dispose of any defective items before the complaints process has been completed. This is the only way we can guarantee that the complaint can be carefully reviewed and resolved. Otherwise, if any images/photos/videos are missing, the complaint may be rejected.

We're very sorry that something went wrong with your order. Please contact our customer service directly so we can help you as quickly as possible. You can either use our contact form or send us an email to kundenservice@7oclock.de.

If possible, please also send us clear, meaningful photos of the problem – this helps us process your request even faster.

To process your complaint quickly and smoothly, we kindly ask you to send us clear, meaningful photos of the affected items directly by email to kundenservice@7oclock.de. This way we can review the matter efficiently and help you as quickly as possible.

Please note that complaints can only be considered and, where applicable, replaced within 3 days of receiving your order. Thank you for your understanding and cooperation.

IMPORTANT: please do not dispose of any defective items before the complaints process has been completed. This is the only way we can guarantee that the complaint can be carefully reviewed and resolved. Otherwise, if any images/photos/videos are missing, the complaint may be rejected.

After we receive your return, we carefully inspect the returned items. Only then do we confirm receipt of the return by email. This process can take up to 14 days before you receive a confirmation with all the details of your refund.

Please keep your proof of postage safe so that you always have access to the tracking information. This is especially important should any questions or uncertainties arise.

If you order a discounted bundle and keep only part of it, we charge the regular individual price for the items you keep. As a result, your refund amount may be reduced accordingly.

From an order value of 39 €, shipping is free for you (Germany). If a return brings you below this amount, we will subsequently charge the standard shipping costs of 5,90 € and automatically deduct them from your refund.

Once your return has reached us, we carefully inspect the returned items. Please understand that this process can take up to 14 days.

The refund is always made using the payment method you chose when placing your order.

Please be sure to keep your proof of postage until the refund has been completed, as it serves as evidence of shipping. If, in exceptional cases, processing takes longer than 14 working days, please contact our customer service. We'll gladly help you clarify the status of your return. Thank you for your patience.

From the moment you receive your order, you have 14 days to send your return back to us. The relevant date is the day on which you hand in or drop off the parcel at a post office.

Please be sure to keep your proof of postage until the refund has been received, as it serves as evidence of shipping. Unfortunately, we cannot accept liability for uninsured shipping.

If the return does not reach us within the stated return period, we reserve the right to issue a gift card for the value of the goods and the shipping costs paid, or to resend the order at the buyer's expense. Thank you for your understanding.

Please pack the items you wish to return securely in a sturdy box to avoid damage in transit. Send your return exclusively to the following address:

7 O'CLOCK
Gutenbergstraße 11
Halle 7
31180 Giesen

To help us process it more easily, please include a note with your order number in the parcel or mark it on the returns label. Thank you for your support!

Please note that we cannot cover the cost of returns. We recommend sending your return insured and keeping the proof of postage with the tracking number until the refund has been completed. Unfortunately, we cannot accept liability for returns lost without tracking.

Of course! You can enter the discount code in your basket and redeem the gift voucher in the next step at checkout (Proceed securely to checkout). You'll find detailed instructions in the two questions below.

Once you have all the products you want in your basket, click on “Proceed securely to checkout”. In the next step, you'll find an input field with the option “Discount code and gift cards”. Enter your gift card code here and apply it. The value of your gift card will be deducted directly and credited to you.

If you have a discount code, you can enter it directly in your basket in the “I have a discount code: insert code” field and then confirm with “Add”. Once the discount code has been applied successfully, this will be shown to you immediately. If necessary, you can change the discount code later.