Frequently Asked Questions

1. How can I pay ?
In Kerasam you can pay by PayPal, Credit Card via PayPal, by bank transfer.

2. Is there a store?
For the time being, no. You will only find us on the internet. There will be immediate updates once we create a store.

3. How much is the shipping cost?
Shipping costs vary depending on the volume of the order, the carrier and the services you choose (eg express) as well as the country you are in. Check the “Shipping or Return & Peyment Methods” information. You will also be informed about free shipments.

4. Is there a minimum order?
No, there is not.

5. Do you deliver to hotels, hospitals, businesses, workplaces etc?
Of course, there is the possibility of delivery wherever you wish. The reception employee will be asked to sign and inform the recipient. Regarding the workplace make sure that there will be someone who has the ability to pick up the package.

6. How long does the shipment-receipt take?
Your order takes 1-3 days within Germany. For more information on other destinations or express services, please check the “Shipping or Return & Peyment Methods” information. If the order is done with bank transfer, the shipment will be made after depositing the amount to the bank account. No deliveries are held on Sundays and public holidays.

7. Do I receive an order confirmation / shipment info?
You will receive a confirmation email containing the order ID which you can use as a reference for your order.

8. How can I redeem my gift voucher?
You can apply your voucher during your checkout

9. Can I change my details? 
You can manage your personal details and addresses, if you have created a Kerasam account, using the following link: https://kerasam.com/my-account/

10. What can I do if I forget my password? 
You can reset your password using the following link: https://kerasam.com/my-account/lost-password/

11. Which currencies can I use?
Euro

12. Why should I create a Kerasam account?
Having a Kerasam account, you can manage your addresses, edit your personal details and access your order history.

13. When will be again available an out of stock product?
If a product is out of stock, there will be an indication on the photo “out of stock”. We will try to bring the as soon as possible. You can contact us for any questions. You should be aware that some products are seasonal due to their nature.

14. What if I want to cancel my order?
If the order has not been shipped by us yet, we can cancel it. Contact us. If it’s shipped and you do not want it, then you’ll be charged the shipping costs both for sending and returning your order. In order to be accepted, the condition of the returned products has to be like you received it.

15. My order is delayed, what should I pay attention to?
If your order has not arrived on time please check:
– Your e-mail, if you’ve got any new notice regarding your order, also check your spam folder.
– Your account details at ‘my Account’ so as to confirm that we have the right contact information
– If a neighbor-tenant has picked up the package instead of you.
Otherwise contact us to give us your order details.

16. Defective product
Good quality and good service are very important to us. Please contact us if you receive a defective product. We will replace it immediately at our own expense.

17. I received my order and it is not right, what should I do?
If the order is wrong or incomplete, please contact us to give us your order details. If it is our fault, we will bear the costs so that you have the products you have requested.

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