Help & Information

Delivery


1. How much are the delivery charges?


We will charge £ 3.95 to ship the merchandise ordered; this charge will be added to your invoice.

There is an additional charge of £ 4.00 for choosing cash on delivery. The parcel service also charges a processing fee that is in addition to the purchase price.


2. How long does delivery take once I place my order?

Your merchandise is normally delivered within 3 to 5 business days by DHL.

3. Which parcel services can I choose from?

We normally ship using DHL. Our parcel service is reliable and fast and there is a network of DHL stations and post offices throughout Germany. For more information on our parcel services, visit the website of DHL.

4. What happens to the merchandise if no one is here to accept it at the time of delivery?


Delivery by DHL: If no one is present to accept a DHL delivery, the parcel carrier will leave a notification card which you can take with you to the branch listed on the card to pick up your order within 7 business days. Please note that you will need to show a valid personal ID to pick up the order. Another alternative is to fill out the card to schedule a new delivery appointment or to authorise your neighbour to accept the delivery. Finally, you can also give a new delivery address.


5. Can I have the order sent to a different address?

This is not a problem. When entering your user data online, you can give both a billing address and a different delivery address.


6. Can I also place an order at the weekend?

You are free to browse and buy at our online shop around the clock any day of week. We will accept your orders at the weekend as well.

The order will be internally processed starting on the next business day so that you will receive your order as quickly as possible (normally within 3 - 5 business days). Orders are sent out on Monday through Friday.





Comfortable Payment Options


1. What payment options do I have and how do they work?


You can choose to be billed for your merchandise order or you have the option of credit card payment, transfer in advance, or cash on delivery.

If you choose to be billed, please transfer the invoice amount within 14 days after receipt of the merchandise. The invoice amount and bank account for receipt of transfer will be sent with the packing slip.

For credit card payment, we accept VISA and Euro-Mastercard. When you pay by credit card your card will be charged when the merchandise leaves our store.

If you choose to transfer the funds in advance, the merchandise will be shipped immediately after receipt of the invoice amount. You will be sent the account information and the invoice amount in a separate email.

If you choose cash on delivery, you pay the invoice amount to your mail carrier when the merchandise is delivered. Cash on delivery is more expensive for you than other forms of payment, because the parcel service we work with charges a surcharge, which will be added to the invoice.





Availability of Products


1. Are the products shown in the online shop always available for delivery?


All articles shown in the online shop are available when placed on the website. Their availability - both in colour and size - is updated about every 5 minutes. This ensures that 99% of orders for non-sale articles can be filled. Articles on sale more frequently sell out before the next update.

As soon as the articles you have ordered are ready for shipping, you will be sent an e-mail with the delivery status of each article.

2. Can Customer Service provide information on the deliverability of individual articles?

Since Customer Service cannot provide information on the deliverability of sold- out products, we ask that you review the inventory overview of the desired product in the online shop.

3. Why are sizes or colours shown which are no longer available for delivery?

For technical reasons, the dropdown menus include all colours and sizes originally available for delivery. The sizes and colours which are still available can be found in the display next to the product image.

4. How can I order clothing in different sizes or colours?

Simply click on the product more than once and select the desired size and colour. Then all you have to do is place the product in your shopping cart.

5. Can sold-out products be delivered at a later time?

It is definitely possible that articles that have sold out will become available again at a later time. Feel free to contact our Customer Service by telephone or e-mail in this regard.




Returns & Exchanges


1. How do I return merchandise?


Click here to go to our return procedure. Fill in your address and order number then click on "next".

Now you can print your return label. With this return label and the package you want to return, you can go to your local post office.

 

Please return the merchandise to the following address:

ProFashion GmbH
Werner-Haas-Straße 5
D - 74172 Neckarsulm
Germany

E-mail: service.uk@bettybarclay.com

Please understand that we can not reimburse you for any damage to the merchandise after delivery. Merchandise purchased online cannot be returned at local dealers.

2. How long do I have to return damaged merchandise or merchandise that doesn't fit?

We naturally do our best to make sure you are happy with your purchase in every way. If you still have a reason for being unhappy with your purchase, you can send the merchandise back to us within 14 days after delivery.



Page Navigation


1. How does the shopping cart work?



If you like an article in our shop, you can easily save it by using the "In the Shopping Cart" button. This is an easy way to collect all of the items you like while shopping and then see them in a list.

At the upper right-hand corner of your screen, you see a link for "Your Shopping Cart", which you can click at any time to see how many items you've collected and what the total cost of the merchandise in your shopping cart is. By clicking on this link, you see an overview of everything you've collected and you have the option of using the "Remove" function to remove any goods from your shopping cart. Once you are content with your order and are ready to purchase the merchandise, you can click on the "Checkout" button to go to the next step in the order process:

If you are already a customer of our shop, you can log in with your user data. As a new customer, you can quickly and easily register here and then continuue with your order. You also have the option to order without registering.

The following step shows you an overview of all of the goods in your order. If you have a voucher, you can enter this is the first position and the amount will be deducted from your invoice total. You will also be asked to choose a payment option, enter your invoice and delivery address, and select a delivery option. Once everything has been filled in and you accept the Terms and Conditions, simply click on the "Place Order" button to make your order binding and look forward to the arrival of your merchandise.


2. Is there a common shopping cart for the Betty Barclay, Vera Mont, Gil Bret, Betty&Co and Cartoon brands?

Yes, you will find all brand articles in your shopping cart, whether from Betty Barclay, Betty & Co, Cartoon, Vera Mont or Gil Bret. These remain in the cart, even if you navigate to the shop of another brand.


3. Where can I find cleaning and care instructions for the merchandise?

In the Detail view of each article, along the right-hand side of your screen there is a product description. In addition to a list of materials, you will find information there on caring for and cleaning the article.





Vouchers


1. Do vouchers count for all Betty Barclay Group brands?


Vouchers can be used for any articles in our online shop – regardless whether they are meant for the Betty Barclay, Betty & Co, Cartoon, Gil Bret or Vera Mont brands.

2. How do I redeem a voucher in the online shop?

To redeem your voucher, when you get to the Order Overview page, enter the voucher number on the voucher into the first position. The amount of the voucher will then be automatically deducted from the invoice amount.

3. Can several vouchers be redeemed to pay for a single order?

Please understand that we are only able to redeem one voucher per order.

4. What happens if I return an order paid for with a voucher?

If you return an article paid for with a voucher, your invoice amount will be reimbursed. You can use your voucher for your next purchases any time before the expiry date.

5. Can vouchers be redeemed at local retailers?

Please understand that vouchers meant for the e-shop cannot be redeemed at local retailers.

6. How long are vouchers valid for?

The expiration date is printed on the back of your voucher.



Privacy and Security


1. Is my personal data protected by the online shop? Is it shared with third parties?


It is very important to us to handle your personal information carefully and confidentially so that you can use our store confidently and securely. We have therefore set up our website so that your visit to our shop is basically anonymous. To optimise our website in terms of security and function, we use information which we compile and store during your visit to our shop. This includes the IP address of your CPU, though this is kept anonymous. In accordance with the general German Data Protection laws, we do not share your personal information with third parties.


2. What are cookies and how are they used?

Cookies are cryptic numbers used to manage connections to our websites during a session and to improve user-friendliness. If you wish to make the use of cookies more transparent, you can change your browser settings to inform you when cookies are downloaded. A "cookie" is a small file transferred to your computer when you surf on our website. A cookie can only get information which we send to your computer – it does not collect private information. If you accept the cookies from our website, we do not get any access to your personal information, but we can identify your computer with the help of a cookie. Most browsers are set by default to accept cookies. You can use the security settings to temporarily accept or prohibit saved cookies individually. If you deactivate cookies, some features of our site might not be available, and some pages might not be displayed correctly. The information stored in our cookies is not linked to your personal information (name, address etc.). Without your express authorisation, we will not link the data stored in our cookies to your personal information (name, addess etc.). We use "permanent" cookies; these remain on your computer to simplify our shopping, personalisation and registration services when you visit our shop again. Cookies can record what you buy, for example, while you continue to shop. They also enable you to only enter your password once to log in. "Permanent" cookies can be manually removed by the user.


3. Which browser settings are recommended to get the most out of the E-shops?

To optimise the function and display in our E-shop, you should have Internet Explorer (version 6 or higher) or Mozilla/Firefox (version 1.5 or higher). Please also activate Java and JavaScript. Also activate the "Accept cookies" function, so that all shopping cart functions will be available to you.



4. What screen resolution best displays the products?

To get the optimal display of our shop and our products, we recommend that you set your screen resolution to 1024 x 768 pixels.



5. Do I have to register before I make any purchases in the online shop?

It is not necessary to register in order to purchase merchandise in our online shop. You only have to give us your name, your address and your date of birth.


6. I forgot my password – what should I do?

If you forget your password, you can request that it be sent to you by clicking on "Forgot Password" on the log-on screen. You will soon be sent an e-mail at the address you gave us when you registered. This e-mail will contain the password you can use to log back in.


7. Kontakt
ProFashion GmbH
Heidelberger Str. 9-11
D - 69226 Nußloch
Germany

District Court of Mannheim: HRB 337468
VAT Identification Number DE 813468673

Legally Represented by Managing Directors:
Robert Küper
Manfred Plaar

Operations:
E-Commerce Management
Manfred Carsten
Heidelberger Str. 9-11
D - 69226 Nußloch
Germany

For further questions, we are happy to assist you by telephone from Monday to Friday, 8:00 a.m. to 8:00 p.m. at our service number +44 (0) 208 097 3016 (£ 0.14/min. from German land line, max. £ 0.42/min. from German mobile line) or by e-mail at service.uk@bettybarclay.com.


8. Sharing Personal Information

The personal information collected on you as part of the order process will be shared with the parcel service commissioned to deliver the order to the extent necessary for this purpose. "We will request and use your personal information solely for the purpose of handling your order, unless you request additional services." "Our privacy practices fulfil all of the requirements of the German Federal Data Projection Act (BDSG) and the Telecommunications Act (TMG)."


9. Google Analytics

This website uses Google Analytics, a web-analyse service by Google Inc. ("Google"). Google Analytics uses so-called "cookies", text files which are saved onto your computer and enable the service to analyse the use of this website. The information generated by the cookie regarding your use of this website (including your IP address) is transmitted to the Google server in the US and stored there. ProFashion GmbH will use this information to analyse your use of our website, to compile reports about website activities for the website opertor, and to perform other services related to website usage and Internet usage. Google will also share this information with third parties to the extent allowed by law and to which these third parties are using the information on Google's behalf. Google will not link your IP address with any other information it has collected. You can prevent the installation of cookies by changing the settings on your browser software; please be aware, however, that this might prevent some functions on this website from working. By using our website, you declare that you agree with the processing of information compiled on you by Google in the manner and for the purposes described above."

10. Customer Account

We offer you the option of saving your personal information in a password- protected customer account (registration and issue of a customer number), So that you do not have to re-enter your name and address when you order again. The information is then automatically entered into the order form All you need to do is log-in with your password when you next place your order.