Frequently asked questions:
Question about a product
Please go to this product page, scroll down a bit on the product page and ask the question there. Your question may already be answered there and please read the product description and look at the product pictures ... most of the questions have already been answered there.
How do I find my tracking / tracking number?
The tracking number was sent to you by email after the package was shipped, so please also check your spam folder.
Otherwise: "LOGIN" at the top right (if you are not yet logged in, otherwise click on "MY ACCOUNT") -> My Orders -> DHL-Tracking
The package really cannot be found. What should I do?
DHL then requires a Contradiction of delivery from you. Please copy the following text and add your shipment number / tracking number as well as your address, signe the whole thing and then please send it to us, then we will take care of everything else:
Widerspruch gegen Auslieferung
Contradiction of delivery
Sehr geehrte DHL,
Dear DHL,
Hiermit erhebe ich Widerspruch gegen die Auslieferung meines Paketes mit der Sendungsnummer:
hereby i contradict the delivery of the parcel with the tracking numbers:
** ENTER YOUR shipment number / tracking number HERE **
Ich habe dieses Paket noch nicht empfangen.
I have not received this parcel yet.
** ENTER YOUR ADDRESS HERE **
______________________
(Signature)
Where can I find my invoice?
You received an automatic email with your invoice when your package was packed (please also check the spam folder) or "LOGIN" at the top right (if you are not yet logged in, otherwise click on "MY ACCOUNT" at the top right) ) -> My orders -> "Download invoice"
Questions about payment methods or shipping costs
You can find all information about payment methods and shipping costs here: www.motorcycleparts-hornig.com/Shipping-Costs.html
When will my package be delivered?
Please have a look at the DHL tracking and possibly contact DHL / deliverer, see also topic "Question about delivery / shipping / DHL -> How do I find my tracking / tracking number?"
Where can I find the return form?
Download link here: www.motorcycleparts-hornig.com/downloads/reklamation_en.pdf
Questions about parcel delivery times / deliverers on site
All information about the shipping time of the parcels and who delivers on site can be found here: www.motorcycleparts-hornig.com/Shipping-Costs.html
How / when can I start an investigation?
If the tracking does not show a new status for 14 days or more, we at DHL can start an investigation for you. To do this, please contact us by email with your invoice number and your tracking that has not received a new status for at least 14 days.
Where do I have to send the package back to?
Motorradzubehör Hornig GmbH
Gewerbepark Chammünster Nord C 5
93413 Cham
Germany
Tracking says delivered but package not received?
The tracking usually says "delivered" for a reason. Has someone in your household or a neighbor accepted the package and forgot to hand it over? Please ask in your household and the neighbors first.
Do I have to pay the return shipping costs?
Yes, please. See also info text/terms and conditions above "Return / Revocation".
Payment did not work
At the top right "LOGIN" (if you are not yet logged in, otherwise click on "MY ACCOUNT" in the top right corner) -> My orders -> click on "Complete payment" for the respective order -> then you will be shown all information about payment (bank transfer), PayPal and credit card payment.
Return / Revocation
If the goods are unused (no signs of assembly) you are welcome to return them in accordance with our terms and conditions:
www.motorcycleparts-hornig.com/GTC.html
"... Returned goods
Should you need to return goods, or wish to exchange any goods ordered you may do so within 14 days of delivery. Goods must be in as new condition and in the original undamaged packaging. Goods returned will be refunded up to their value and a refund will be via bank transfer, credit card or PayPal to your account. Postage will not be refunded. Please enclose a copy of the sales invoice and the filled in return paper otherwise we can't take care properly about your return and it will take much longer. Mounted or scratched windshields can't be returned and will not be refunded! Companies as well as professional customers have no right to return, only private customers have this right. Goods which were manufactured or ordered especially for you can't be returned.
Our address:
Motorradzubehör Hornig GmbH
Gewerbepark Chammünster Nord C 5
93413 Cham
Germany
You can use any courier you want to. Please check also GLS and DPD, they offer usually much better prices than the standard post service. Just make sure that we receive the package (for example insured package with tracking) and that we receive the product in good condition (good packed). ... "
You can freely choose the shipping company for the return. We recommend choosing a trackable / insured shipping method.
As soon as we have received your return, we will check it and - if the goods are intact - reimburse you the purchase price as soon as possible in the same way that we received it.
When is my order expected to be shipped?
You can see the availability of a product with the item number on the detail page of each product in the shop.
If you have only ordered products that are in stock, your order will be sent to you immediately after receipt of payment.
After shipping, you will receive an automatic email with your package tracking (after 7 p.m. German time).
Please check this tracking to know when your package will arrive.
If a product is not in stock, the availability bar is orange or red with the respective estimated time until it should be available again / ready for dispatch.
Of course we try to send all products as quickly as possible.
Product is missing in the delivery / in the package
Therefore I would like to explain our shipping system to you:
Each product is marked with a unique barcode.
After your package is ready for shipping, our warehouse staff will print out pick lists.
Then they pick up all the products, scan their barcodes and put them in your box.
The shipping label can ONLY be printed when all the ordered barcodes have been scanned.
This way we can be sure that all the products ordered are in the correct package and we can even track this in our database.
So please look again in your package, especially in the packaging material.
Dealers / Where can I buy your products?
In our online shop: www.motorcycleparts-hornig.com/
or at our dealers: www.motorcycleparts-hornig.com/Dealer.html
Wrong product received / ordered
Possibly wrong ordered? Please order the correct product and send the wrong product back -> see also topic "Return / Revocation"
