FAQ's | BUFFALO® Online-Shop

Frequently Asked Questions

You will find information on frequently asked questions here. If your question is not listed, please use the Contact button to ask any questions you may have.

ORDER

How much are the minimum and maximum order values?

There is no minimum order value in the BUFFALO online shop. The maximum order value is €850.

Has my order been received?

If you still did not receive your order confirmation, please feel free to contact our customer service team under following number: 00800 43 12 43 12. (Calls from landlines are subject to local rates, calls from mobile phone may vary in price (dependant on your provider).)

Can I change a product of my order after I have placed it?

Due to technical reasons, subsequent changes of your order are not possible. Please place a new order in the BUFFALO online shop.

Can I cancel my order after I have placed it?

Due to technical reasons a retrospective cancellation is not possible.

Is it possible to order via phone or email/post/fax?

Due to technical reasons, it is not possible to place orders via phone/email/fax/post.

What if a product is not available in my chosen colour/size?

Products that are available are displayed in the BUFFALO online shop. If your desired size or colour is currently not available, please try again later. Incoming returns or subsequent deliveries may change the product’s availability.

To which countries does the BUFFALO online shop deliver?

Please note that BUFFALO delivers to these countries of the European Union (except European Overseas Territories): Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, Great Britain, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden and the US. If you wish a delivery to Germany, France or Austria, please change to our respective online shops.

Redeeming a Voucher

Please enter the voucher code on the shopping cart page in the field provided under the products that you wish to order. The voucher code and price reduction will now appear in the shopping cart. Only one voucher code per order is allowed. Some codes have a limited validity. If the promotional code is not working, please check whether the code has already been used or if its validity has expired. Please note that, due to technical reasons, it is not possible to fill in any promotion codes after the transmission of the order.

Choose the real ones: How do I recognize authorized BUFFALO products?

Sadly, we have been observing more and more fraudulent online shops offering BUFFALO products lately. During those fraudulent transactions, orders and payments are placed, but customers never receive their products. Since it’s quite difficult to identify and prosecute the people behind those kinds of shops, customers sadly don’t get their money back.

Prevent this from happening to you by identifying original BUFFALO models – especially the authentic BUFFALO Classics. The rule is: BUFFALO products are only sold by BUFFALO itself and their authorized trade partners. Websites and online shops with suspicious URLs and dramatically reduced prices on BUFFALO Classics should be checked out very thoroughly in advance because BUFFALO Classics are usually exempt from discount promotions. If the shop in question doesn’t have company details on their website but rather faulty or sketchy information concerning Terms & Conditions, we strongly discourage you from making a purchase.

If you have any questions regarding the legitimacy of an offer you see, you can always contact the BUFFALO customer service.

pAYMENT

How can I pay?

We offer the following payment methods in the BUFFALO online shop:

• PayPal

• Credit Card Purchases: Visa, Mastercard, American Express

• Pre-payment (except US)

delivery / SHIPPING

How long does shipping take?

Delivery time for standard deliveries within the EU usually takes up to eight working days. When using the pre-payment method this time period starts once the payment has been received.

How do I know if my order has been dispatched?

You will receive a shipping confirmation via email once the package has been passed on to the shipping partner. You will find a DHL tracking code in the shipping confirmation which you can use to track the progress of your delivery. Once you receive an email that confirms the shipping of your order, you can also view the progress of your delivery in the “My Account” section.

Can I track the progress of my delivery?

You will receive a shipping confirmation as soon as the package is dispatched. This email will contain a link which can be followed to check the status of your delivery at any time. The delivery tracker only works when it has been updated by the dispatcher. If it doesn’t work right away, please try again later. Once you receive an email that confirms the shipping of your order, you can also view the progress of your delivery in the “My Account” section.

What if I am not at home to receive the package?

If the DHL carrier does not find you at home, he will leave a note in your mailbox to let you know where your package can be picked up. Sometimes the package will be left with a neighbour.

Only one delivery attempt will be made with a standard delivery. If the carrier does not meet you at home, he will either leave it with a neighbour or bring it to the nearest post office. After seven working days it will be returned to BUFFALO.

How much does shipping cost?

Standard shipping costs €9.90.

US-Shipping: Shipping with UPS, prices will be calculated during order process regarding quantity and weight. Duties and local taxes can occur and are not included in the overall shipping costs. These charges are always the recipient's responsibility.

Returns

Can I exchange a product?

Due to technical reasons exchanges are not possible. Please place a new order in the BUFFALO online shop. Every order has a 30 day returns policy. BUFFALO will not pay the return shipping costs.

How and when can I return a product?

You can return all items bought in the BUFFALO online shop within 30 days of receipt.

For quick processing of your returns, please fill out the enclosed returns form and send it to the following address:

BUFFALO Online Shop

Urfelder Str. 67

50389 Wesseling

Germany

If you have any questions please contact our customer service team at:

• Tel.: 00800 43 12 43 12

• Email: service@buffalo-boots.com

Please ensure that the products are only being returned in their original condition. The products must not have any signs of use. The same requirements apply to discounted products. Please keep the package delivery receipt until the return process is complete.

Notification concerning right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract within thirty days without giving reasons.

The withdrawal period shall be thirty days from the day on which you or a third party appointed by you and who is not the carrier, took possession of the goods.

In order to exercise your right of withdrawal you must inform us about your decision to withdraw from this contract (by means of a clear statement, for example a letter sent by post or e-mail).

Please address your withdrawal to:

BUFFALO Online Shop, Urfelder Str. 67, 50389 Wesseling, Germany, phone: 00800 43 12 43 12 , service@buffalo-boots.com.

You may use the attached sample withdrawal form; however, this is not obligatory. To comply with the withdrawal period it is sufficient that you send the communication concerning the exercise of your right of withdrawal before expiry of the withdrawal period.

Consequences of the withdrawal

If you withdraw from this contract, we are obliged to repay to you all payments which we obtained from you, including delivery costs (with the exception of the additional costs which my incurred because you have chosen another type of delivery than the cheapest standard delivery offered by us), without delay and at the latest within thirty days from the day on which we received the communication concerning your withdrawal from this contract. For this repayment, we will use the same means of payment which you used for the original transaction, unless something else was agreed upon; under no circumstances will you be charged with fees due to this repayment. We are allowed to refuse repayment until we regained the goods or you provided evidence that you returned the goods, whichever is the earlier date.

You shall return or hand over the goods to us without delay and in any case not later than thirty days after the day on which you informed us about the withdrawal. The deadline shall be met if you send the goods before expiry of the thirty-day period.

The costs of returning the goods shall be borne by the customer.

• Pre-payment:

If you return good then we will refund the order value back to your account.

• Credit Card/PayPal Purchases

The value of the goods will be automatically refunded to your account. With credit card payments, the payment processing time is dependant on your credit card provider. It will normally be processed within two statements. If the recipient of the products is different from the individual who made the payment for those products, then the sum paid shall be refunded to the individual who made the payment.

Can I send something back that I didn’t order in the Buffalo online shop?

No - please understand that we only accept returns of products which were ordered in our BUFFALO online shop. Products which were purchased at a retailer or in another online shop cannot be returned to the BUFFALO online shop. Please return to the individual retailers in these cases.

I would like to send back a damaged, defective or incorrect order - how do I proceed?

If any product purchased in the BUFFALO online shop does not meet the BUFFALO quality standards, please contact our customer service team within the statutory warranty period.

Please send photos of the goods along with a short description of your complaint to service@buffalo-boots.com (photos no larger than 2.5MB; email should not exceed 12MB). We will also need the order number, which you can find on the top left of the product order receipt and its position number on the invoice. We will then process the complaint as quickly as possible. The BUFFALO customer service will contact you once it has been successfully processed.

Please note that complaints can only be taken for products that were purchased in the BUFFALO online shop.