Service Center – Ahrens & Co.

WHY SHOULD I CREATE AN ACCOUNT ON AHRENS & CO.COM?

YOU DO NOT NEED AN ACCOUNT TO PLACE AN ORDER ON AHRENS & CO.COM. HOWEVER, WE RECOMMEND THAT YOU REGISTER TO GAIN ACCESS TO EXCLUSIVE SERVICES.

HOW CAN I CHANGE OR DELETE MY ACCOUNT?

YOU CAN UPDATE AND MODIFY YOUR ACCOUNT INFORMATION BY CLICKING “EDIT” IN YOUR ACCOUNT SETTINGS.
IF YOU WISH TO DELETE YOUR AHRENS & CO. ACCOUNT, PLEASE CONTACT OUR CUSTOMER SERVICE.

WHAT SHOULD I DO IF I FORGET MY PASSWORD?

IF YOU FORGET YOUR PASSWORD, CLICK “FORGOT PASSWORD?”. A NEW PASSWORD WILL BE SENT TO YOU VIA EMAIL.

PAYMENT METHODS

AHRENS & CO. ACCEPTS THE FOLLOWING PAYMENT METHODS: MASTERCARD®, VISA®, AMERICAN EXPRESS® OR PAYPAL®. IF YOU HAVE FURTHER QUESTIONS, PLEASE CONTACT OUR CUSTOMER SERVICE.

CAN I USE MULTIPLE PAYMENT METHODS?

AT THIS TIME WE ONLY ACCEPT ONE PAYMENT METHOD PER ORDER.

WHEN WILL I BE CHARGED FOR MY ORDER?

CARDS AND OTHER PAYMENT MEANS ARE ONLY CHARGED ONCE AN ORDER IS ACCEPTED AND SHIPPED OR READY FOR IN‑STORE PICKUP. YOUR CREDIT CARD OR PAYMENT METHOD MAY SHOW A PENDING AUTHORIZATION AS SOON AS THE ORDER IS PLACED.

WHY WAS MY CREDIT/DEBIT CARD OR OTHER PAYMENT METHOD DECLINED?

IF YOUR CARD OR OTHER PAYMENT METHOD IS DECLINED, PLEASE VERIFY THAT ALL PAYMENT DETAILS ARE CORRECT. IF THEY ARE, CONTACT YOUR ISSUING BANK OR PAYMENT PROVIDER FOR ASSISTANCE. IF YOU HAVE SAVED PAYMENT INFORMATION IN YOUR AHRENS & CO.COM ACCOUNT, ENSURE THE SELECTED CARD OR METHOD IS STILL VALID, THAT YOUR BILLING ADDRESS MATCHES, AND THAT YOU PROVIDED THE CORRECT CVV. AHRENS & CO.COM REQUIRES THESE DETAILS FOR EVERY PAYMENT, EVEN IF YOUR CARD IS STORED.

PAYMENT SECURITY

ALL TRANSACTIONS ON AHRENS & CO.COM ARE SECURE. TO PROTECT PERSONAL AND PAYMENT DATA, WE USE SSL ENCRYPTION, INDICATED BY THE LOCK ICON IN YOUR BROWSER AND “HTTPS” IN THE URL. SSL ENSURES ALL EXCHANGED DATA BETWEEN YOU AND AHRENS & CO.COM IS ENCRYPTED AND NOT READABLE BY THIRD PARTIES. YOU MAY SAVE PAYMENT INFORMATION IN YOUR ACCOUNT, BUT NO CARD NUMBERS ARE STORED — YOU MUST ENTER YOUR CVV FOR EACH PURCHASE.

WHAT IS 3D SECURE?

AHRENS & CO.COM AUTHENTICATES AND SECURES PAYMENTS WITH 3D SECURE (ALSO KNOWN AS “VERIFIED BY VISA®”, “MASTERCARD® SECURECODE” OR “AMERICAN EXPRESS SAFEKEY®”). DURING PAYMENT, YOUR BANK MAY REQUEST ADDITIONAL PERSONAL INFORMATION TO VERIFY IDENTITY AND AUTHORIZE THE TRANSACTION. ONCE YOUR CARD DETAILS (NUMBER, EXPIRY, CVV) ARE CONFIRMED, YOU WILL BE PROMPTED TO ENTER THE REQUESTED INFORMATION — FOR EXAMPLE, AN ANSWER TO A SECURITY QUESTION, A PREVIOUSLY SET PASSWORD, AN SMS CODE, OR YOUR DATE OF BIRTH. AFTER SUCCESSFUL VERIFICATION, YOUR ORDER IS COMPLETED AND A CONFIRMATION EMAIL IS SENT. EACH BANK IMPLEMENTS ITS OWN AUTHENTICATION METHOD.

WHAT SHIPPING OPTIONS ARE AVAILABLE?

SHIPPING TAKES 2–3 WEEKS AS EACH ITEM IS MADE TO ORDER, AND SHIPPING WITH DHL IS FREE.

WHERE DOES AHRENS & CO. SHIP TO?

WE CURRENTLY SHIP VIA DHL TO AUSTRIA, BELGIUM, DENMARK, FRANCE, GERMANY, ITALY, LUXEMBOURG, THE NETHERLANDS, SPAIN, SWEDEN, SWITZERLAND, AND THE UNITED KINGDOM. PERFUME ORDERS ARE NOT SHIPPED TO ISLANDS. WE DO NOT SHIP TO PO BOXES, HOTELS, OR CERTAIN COMMERCIAL AREAS. IF YOU REQUIRE DELIVERY TO A HOTEL, PLEASE CONTACT CUSTOMER SERVICE BEFORE PLACING YOUR ORDER.

IS A SIGNATURE REQUIRED UPON DELIVERY?

A SIGNATURE FROM AN ADULT IS REQUIRED FOR ALL ORDERS ON AHRENS & CO.

DO YOU OFFER GIFT MESSAGES AND PACKAGING?

DURING CHECKOUT YOU CAN ADD A PERSONALIZED GIFT MESSAGE TO YOUR ORDER. ALL GIFT ORDERS ARE DELIVERED WITH COMPLIMENTARY GIFT PACKAGING. ALL OTHER ITEMS ARE PRESENTED IN OUR SIGNATURE BOX. PLEASE NOTE THE PRICE IS NOT SHOWN ON THE ORDER CONFIRMATION.

HOW CAN I TRACK MY ORDER?

UPDATES TO YOUR ORDER STATUS ARE SENT VIA EMAIL. YOU CAN ALSO TRACK YOUR ORDER ONLINE BY LOGGING INTO YOUR AHRENS & CO. ACCOUNT. IF YOU NEED FURTHER INFORMATION, PLEASE CONTACT CUSTOMER SERVICE.

WHAT IS THE STATUS OF MY ORDER?

AFTER YOU PLACE YOUR ORDER, YOU WILL RECEIVE A CONFIRMATION EMAIL AND YOUR ACCOUNT STATUS WILL SHOW “SUBMITTED.” SOME ORDERS REQUIRE ADDITIONAL REVIEW; ONCE APPROVED, THE STATUS CHANGES TO “CONFIRMED.” WHEN YOUR ORDER IS BEING PREPARED, THE STATUS CHANGES TO “PROCESSING.” ONCE READY FOR SHIPMENT OR CLICK & COLLECT, YOU RECEIVE AN EMAIL CONFIRMATION AND INVOICE, AND YOUR STATUS UPDATES TO “SHIPPED: HOME DELIVERY” OR “CLICK & COLLECT: READY FOR PICKUP.” AFTER DELIVERY OR PICKUP, YOU RECEIVE A FINAL CONFIRMATION EMAIL AND YOUR STATUS CHANGES TO “DELIVERED” OR “PICKED UP.” YOU MAY THEN PROCEED WITH A RETURN OR CONTACT CUSTOMER SERVICE.

WHAT IF I NO LONGER WANT THE ORDERED ITEM?

IF YOU NO LONGER WANT AN ITEM, PLEASE CONTACT CUSTOMER SERVICE AS SOON AS POSSIBLE. CANCELLATIONS OR CHANGES ARE SUBJECT TO AVAILABILITY BEFORE FULFILLMENT. FOR RETURNS, PLEASE FOLLOW THE RETURN INSTRUCTIONS INCLUDED WITH YOUR SHIPMENT.

HOW CAN I RETURN OR EXCHANGE ITEMS I ORDERED ONLINE?

ONLINE PURCHASED ITEMS CAN BE RETURNED BY MAIL (WITH A FREE PICKUP ARRANGEMENT) OR AT AN AUTHORIZED AHRENS & CO. BOUTIQUE.

TO SCHEDULE A FREE PICKUP:
1. CALL OUR CUSTOMER SERVICE TO ARRANGE A PICKUP MONDAY–SATURDAY BETWEEN 8 AM AND 7 PM.
2. CAREFULLY PACK THE ITEM IN ITS ORIGINAL PACKAGING, INCLUDING THE RETURN SLIP OR ORIGINAL INVOICE.
3. ATTACH THE PREPAID RETURN LABEL INCLUDED WITH YOUR ORIGINAL ORDER TO THE PACKAGE.
4. HAND THE PACKAGE TO THE COURIER. IF YOU PREFER ANOTHER CARRIER, YOU ARE RESPONSIBLE FOR SHIPPING AND INSURANCE COSTS.

RETURNS OR EXCHANGES MUST BE INITIATED WITHIN 30 CALENDAR DAYS OF DELIVERY. ITEMS MUST BE UNWORN, UNUSED, IN SALEABLE CONDITION, AND INCLUDE ALL ORIGINAL TAGS.

RETURN CONDITIONS

RETURNED ITEMS MUST BE UNUSED, WITH ALL ORIGINAL TAGS, ACCESSORIES, AND INSTRUCTIONS. ITEMS THAT ARE DAMAGED, WORN, SOILED, OR ALTERED WILL NOT BE ACCEPTED AND WILL BE RETURNED TO YOU. RETURNS MUST INCLUDE THE ORIGINAL RETURN FORM.

AHRENS & CO. WILL PROCESS RETURNS WITHIN 14 DAYS OF RECEIPT AND NOTIFY YOU BY EMAIL ONCE YOUR RETURN HAS BEEN PROCESSED AND YOUR ACCOUNT REFUNDED.

WHEN CAN I EXPECT MY REFUND?

DEPENDING ON YOUR CARD ISSUER, IT MAY TAKE SEVERAL BUSINESS DAYS FOR THE REFUND TO APPEAR IN YOUR ACCOUNT. AHRENS & CO. INITIATES REFUNDS AS SOON AS YOUR RETURN IS PROCESSED.

CAN SHIPPING AND RETURN COSTS BE REFUNDED?

AHRENS & CO. OFFERS FREE EXPRESS SHIPPING AND FREE IN-STORE PICKUP. THERE ARE NO RETURN SHIPPING COSTS, AS PREPAID LABELS ARE PROVIDED. REFUNDS ARE ISSUED ONLY TO THE ORIGINAL PAYMENT METHOD.

CAN I USE A DIFFERENT CARRIER FOR MY RETURN?

THE USE OF OTHER CARRIERS IS AT YOUR OWN RISK. AHRENS & CO. DISCLAIMS LIABILITY FOR ITEMS RETURNED VIA ANY METHOD OTHER THAN OUR DESIGNATED PICKUP SERVICE.

AUTHENTICITY & COUNTERFEITING

AHRENS & CO. SELLS EXCLUSIVELY THROUGH ITS OWN DISTRIBUTION NETWORK AND CAREFULLY SELECTED PARTNERS. AHRENS & CO. DOES NOT OFFER ITS PRODUCTS FOR SALE VIA STREET VENDORS, UNAUTHORIZED RETAILERS, OR UNAUTHORIZED WEBSITES. TO PROTECT ITS VALUABLE BRAND AND LOYAL CUSTOMERS, AHRENS & CO. RESERVES THE RIGHT TO REFUSE THE SALE OF AHRENS & CO. PRODUCTS TO INDIVIDUALS ENGAGED IN RESALE.

PLEASE CONTACT US TO REPORT COUNTERFEIT OR UNAUTHORIZED DEALERS OF AHRENS & CO. MERCHANDISE.

PRODUCT CARE

IF YOUR ITEM NEEDS MAINTENANCE OR REPAIR, PLEASE CONTACT OUR CUSTOMER SERVICE TO ARRANGE A DHL PICKUP. PACK YOUR PIECE IN ITS ORIGINAL PACKAGING WITH THE RETURN SLIP OR INVOICE AND ATTACH THE PREPAID LABEL. YOU ARE RESPONSIBLE FOR SHIPPING COSTS WITH DHL ONLY.

REPAIRS

TO SCHEDULE A REPAIR, CALL CUSTOMER SERVICE MONDAY–SATURDAY BETWEEN 8 AM AND 7 PM. ONCE PICKUP IS SCHEDULED, PREPARE YOUR ITEM AS ABOVE AND HAND IT TO DHL. AFTER REPAIR, WE’LL RETURN IT TO YOU VIA DHL AT NO EXTRA COST.

AHRENS & CO. CARE

AHRENS & CO. CARE IS OUR COMPLIMENTARY CLEANING & POLISHING PROGRAM FOR ALL AHRENS & CO. PRODUCTS. SIMPLY SEND YOUR ITEM VIA DHL TO US (YOU COVER SHIPPING), AND OUR ARTISANS WILL CLEAN AND POLISH IT FREE OF CHARGE.

HOW CAN I GET THE BEST EXPERIENCE ON AHRENS & CO.COM?

FOR AN OPTIMAL BROWSING EXPERIENCE ON AHRENS & CO.COM, WE RECOMMEND USING THE LATEST VERSION OF YOUR DESKTOP OR MOBILE BROWSER.

IF YOU ENCOUNTER NAVIGATION ISSUES, PLEASE:
– CLEAR ALL COOKIES AND TEMPORARY FILES FROM YOUR DEVICE.
– ENSURE THAT JAVASCRIPT IS ENABLED.

IF THE PROBLEM PERSISTS, CONTACT OUR CUSTOMER SERVICE WITH THE FOLLOWING DETAILS:
• YOUR OPERATING SYSTEM (E.G., WINDOWS 10, MAC OS X, ANDROID, ETC.)
• YOUR BROWSER AND VERSION (E.G., CHROME, FIREFOX, SAFARI, ETC.)
• THE URL YOU WERE TRYING TO ACCESS.

CONTACT

cs@ahrensandco.com

MO–SA 8 AM - 8 PM
(Paris local time), except on public holidays.

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