How can we help?
Minimum order value
The mnimum order value is 19,90 Euro.
If you are not logged in yet, you must log in now. To do so, please go to My Account and Login and enter your e-mail address and the password you have chosen.
Is this your first order in our webshop? Then please go to My Account and click on Register and enter only your email address and enter the same password twice. Then click on the Register button..
Please enter your complete billing address. In this step you have to confirm that you have read our AGB.
Please read our Terms and conditions and mark this point. Only if you are a new customer, a password must be stored.
In this section, please select the delivery address to which your order should be delivered. If you want to have your order delivered to another address, please create a new delivery address.
Here you get an overview of all data and all ordered items including the total amount.
With a click on the button "Buy now" the order is sent off legally binding. The purchase contract is legally binding upon confirmation by e-mail.
I cannot complete an order
If you received an error message during your order, please provide us with the following details about your order:
On which page in the order process do you get the error message, code?
Which device do you use for ordering (iPad, Smartphone, PC)?
Which browser do you use?
For purchase on account:
When buying on account, a customer account must be created with full address and date of birth, and the billing address must be the same as the delivery address. Please note that our payment service provider carries out an individual credit and address check. Due to this, not all payment methods may be available to you.
(possibly free of charge with flat rate; mobile phone tariff may differ)
Can already sold out articles be reordered?
Yes, in principle it is possible that an item that was previously sold out in a certain size and/or color will be available again at a later date.
It is therefore worthwhile to visit the Adelheid online store again and check the availability of the desired item.
f single sizes of your desired article are sold out, you can send a message to: firstname.lastname@example.org or use under contact - request by mail.
If the item is available again within 30 days, we will send you a message.
Is my order on its way to me?
As soon as your order leaves our warehouse, we will send you a shipping confirmation with tracking. In your
Adelheid - customer account under (order overview / shipping method) the package number is also stored. Our delivery time is usually 1-2 working days. In addition, you will receive an information from our shipping service provider DHL or DPD when your package will be delivered abroad.
How do I return an item?
If you want to return an article, you can see all your ordered articles in your customer account under order overview (tab "Search"). To the right of your order you will find the button "Return article". Now you can select the items you don't want to keep from each of your orders. Please print out the return form and put it into the package.
If you would like to return a Christmas gift, an extended right of return applies to all orders placed in December until 06.01. So you do not have to worry if something does not fit or you like it.
The refund will be arranged by us immediately upon receipt of your return. Any refund will automatically be credited to the payment method you used to pay for the original purchase. If necessary, you will be asked to provide us with your bank details. If you order on account, we will offset the value of the returned goods against the open invoice amount. After payment of your open invoice you will receive a confirmation of receipt of payment. It can take up to 14 days from the date of return until your credit note has been processed.
How does it work with the return policy?
You can return unworn items to us within 30 days. We therefore recommend to try on and check shoes or slippers on soft ground (like carpet). Please take care not to remove attached labels and not to dirty the articles.
Why should I create a customer account?
The next time you place an order, you can simply log in with your e-mail address and password, and your data will automatically be available.Change customer data
You have access to your stored customer data at any time and can make changes.Order overview & DHL or DPD shipment tracking
You have insight into all your orders. With the DHL or DPD tracking number you can track your package delivery online.You can handle returns directly in your customer account
In your customer account you can create a return and send the desired articles back to us.View all your invoices, directly in your customer account
Under the item order overview you can view and print out your invoices at any time.
Bank account - advance payment
Please transfer your open invoice amounts with the payment method prepayment to the following account:
Our bank details for advance payment
Owner: to-stock GmbH
Institute: Volksbank Trier
IBAN: DE22 5856 0103 0010 3722 00
In order for us to be able to book your payment correctly, please always indicate the appropriate (ORDER NUMBER) as reason for payment. After receipt of your payment you will receive a confirmation of receipt of payment by e-mail.Important note: Do not use these bank details for "Purchase on account