No matter how comprehensive information is: some questions always
remain. We are pleased to be available. But before you contact us,
please read the list of the most frequently asked questions below. This
leaves us more time to answer specific questions and shortens your
waiting time for our answer.
Most Asked Questions
How do I return and exchange items?
To handle all returns or exchanges the following steps must be considered:
Every return or exchange must be communicated to the customer service of Steinbach Volkskunst on email to firstname.lastname@example.org to process.
All returns must be indicated within 7 days on receipt in writing in order to be effective.
Item(s) must be complete and include all of the original manufacturer’s packaging.
Prepaid return labels for defective items are free of charge, if the damage is claimed as explained above. The label is provided to the customer from Steinbach Volkskunst GmbH.
If item(s) are not damaged or defective, but should be exchanged, a $20.00 handling fee per package will be deducted from the refund.
If item(s) are not damaged or defective, the customer has to pay for all shipping costs associated with the return as well as any customs, duties or brokerage charges billed to Steinbach Volkskunst GmbH upon receiving the return. We will provide the needed label.
We do not exchange item(s), which are damaged from the customer or altered fraudulently. The warranty is not valid in this case.
We do not accept the return of damaged item(s) due to damage during shipping regarding missing manufacturer’s packaging.
Personalized item(s), which are not defective, are excluded from returns or exchanges.
What's the status of my order?
As soon as we have handed over your package to our logistics service provider, we will send you a shipping confirmation with your shipment number including a tracking link by email. In addition, the shipment number can be called up at any time in the customer account.
What do I do if my item is damaged or defective?
As soon as you realize your item(s) arrived damaged or defective, please contact us and we will exchange the item(s) immediately.
This claim must be done within 7 days on receipt.
Please be prepared to provide your full name, order number, phone number, and item number with a complete description and photos of the damaged nutcracker and the outer and inner packaging.
Please send us an email with all the information at: email@example.com
Also Good To Know
Who is Steinbach and what do we stand for?
The Steinbach company from Marienberg in the Ore Mountains, Germany has been producing nutcrackers, smokers and miniature figures for over 200 years.
As a manufacturer, the Steinbach company stands for top quality from its own production in Germany and still maintains a long-standing tradition, attention to detail, creativity and the finest materials to this day. The basic building blocks for quality and a long and successful company history. The entire production process from creation through sampling to final production takes place in our factory in Germany: Each step, every detail and every brushstroke is carried out with care and dedication.
The name Steinbach is derived from the surname of the founding family Steinbach. Many eventful years have followed for the company to this day. If you want to find out more, you can read our company history here.
How long does it take to receive my order?
We normally pack and ship your order within 1 - 3 working days after receipt. Please note the time difference from the USA to Germany and that our factory is closed on the weekend.
We ship our goods with UPS / FedEx directly from our factory in 09496 Marienberg, Germany, the time of delivery is usually 2 working days from pick up. Due to COVID-19 the delivery times may be slightly longer at the moment. The expected delivery date is displayed in the respective article.
We will automatically notify you by email if there are any problems with processing.
How can I cancel my order?
In order to ensure the fastest possible shipping, your order will be sent to our dispatch warehouse and processed immediately after completion. As a result, we are unfortunately unable to change or cancel your order.
What happens to my order on public holidays?
The dispatch takes place only on working days. Working days are Monday to Friday, excluding public holidays. Please note that orders placed on weekends or a public holiday and the day before may be delayed. The delivery time is accordingly extended slightly.
Can I pre-order items?
Items that are temporarily sold out can be pre-ordered and paid for in advance - but with different delivery times. The probable date of publication is decisive here. This is displayed in the respective article for the relevant pre-order products.
I have ordered other items that are already available for a pre-order. Can I have the other items earlier?
If a pre-order item is included in your order, all items will be shipped together after the item is released. We will only send the order when all items are available. In order to avoid such situations, we recommend ordering a pre-order separately from available articles.
Shipping, Returns, Payments & Exchanges
Has my payment been received?
You will receive a automatically payment confirmation by email as soon as your payment has been booked in our system.
Not at home when your package is delivered?
You can manage the delivery yourself via the shipment tracking link in the shipment notification email. For example, you can redirect your parcel to a neighbor or a pick-up location near you or set a new delivery date.
How and when do I get my money back?
If you return defective item(s), but do not want an exchange, we will refund the complete order amount.
If you return not defective item(s) and do not want an exchange, we will refund the item value (not the shipping costs).
The process of refund can take up to 10 business days once we receive your return. Once processed, it can take up to 5 business days to post to your original form of payment.
How can I redeem my voucher?
In addition to standard gift vouchers, we also offer individual discount campaigns.
If you have a valid voucher, you can enter the corresponding code in the SHOPPING CART area in the Vouchers field.