Frequently Asked Questions
Here you can find answers to frequently asked questions.
How Your Order Process Works
You can add items to your shopping cart using the “Add to Cart” button. In the cart, you can adjust the quantity of items if needed. Once you have added all the items in the desired quantities, click “Proceed to Checkout.” Note: Shipping costs and taxes for Germany are estimated in the shopping cart and will be recalculated at checkout based on the billing and shipping address you provide.
On the checkout page, you can enter your contact information and select your preferred shipping and payment method. If you provide a valid VAT ID within the EU, the order will be processed tax-free. By clicking “Place Order”, you submit a binding order. In the final step, you will receive an order summary. After successfully placing your order, you will receive an email from us containing all the details of your purchase.
Here you can find a detailed guide to our checkout and ordering process.
International B2B Orders / VAT Exemption
If you are placing an international order as a business customer, please enter your VAT identification number at checkout. This ensures that the order is processed correctly and billed without VAT. Always provide your VAT number in its full format, starting with the two-letter country code. Only in this way can the automatic validation for VAT-exempt invoicing within the EU be carried out. For example, the format of the VAT number for Germany is DE123456789, for the Netherlands NL123456789B01, and for Sweden SE123456789001, and a complete list of all valid formats can be found on the European Commission’s website.
If the message “VAT ID cannot be verified at the moment” appears, this may be because the EU VIES system is temporarily offline, although it usually becomes available again shortly. Please note that this is an external interface over which we unfortunately have no control. If the problem persists, clear your browser cache and try again. Please be aware that clearing the cache will remove the products from your shopping cart, and you will need to reconfirm your privacy settings. If the interface is offline and you urgently need to place an order, we will be happy to accept your order by phone or email.
Troubleshooting / Clearing Your Browser Cache
If you experience issues with the shop or loading reCAPTCHA while shopping, it often helps to clear your browser cache and re-accept the privacy settings. This ensures that all shop functions load correctly and work properly.
Please note that clearing your cache will remove all products from your shopping cart. In Google Chrome, you can clear the cache by clicking the three dots in the top right corner, selecting “More Tools”, and then clicking “Clear browsing data.” In Mozilla Firefox, go to the menu, select “Settings”, and under “Privacy & Security” delete the stored data. Afterwards, you may need to reconfirm your privacy settings.
Which payment methods are available?
We offer several payment methods: advance payment (bank transfer) and PayPal (credit card) for a convenient and secure cashless payment. Customers from Germany can also pay by invoice. More information on ordering and payment.
Do we offer international shipping?
Yes, we offer international shipping to selected countries. During the ordering process, you can see whether your country is eligible for shipping. Please note that additional customs fees or taxes may apply upon delivery. More information about shipping costs.
Would you like to insure your delivery?
At checkout, you can select an optional shipping insurance for €25 net under “Shipping Method.” This insurance is added on top of the shipping costs. Important: Any damage to the goods must be noted before accepting delivery. Damages reported afterwards cannot be compensated and are subject to acceptance or rejection by the courier or shipping company.
How does the return and cancellation process work?
You can withdraw your contractual declaration within fourteen days without giving any reason, either in writing (by letter, e-mail to info@g-v-b.de, or directly via the withdrawal button) or by returning the goods. You are responsible for the direct costs of returning the goods.
Please use the return form under Returns and Right of Withdrawal for your cancellation. You must return or hand over the goods to us without undue delay, and no later than fourteen days from the day on which you informed us of your withdrawal.
