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FREQUENTLY ASKED QUESTIONS

Order

How to order?

Browsing our product range you need to choose your size first before adding the desired item to your shopping cart. In order to do this, please click on the “Add to cart” button. After the item has been successfully added, you can go ahead to browse and add the next one. If you want to proceed with the checkout process, please click on “view cart & checkout”. Here you can find all the items you’ve selected before. In order to begin with the ordering process, please click on “proceed to checkout”. Fill out the form with your personal and payment information and complete the order. When the order has been received we’ll send you the confirmation via e-mail.

Do I need to set up an account to place an order?

You can check out as a Guest, but setting up an account will allow you to track your parcels and manage your orders. If you have an account and use it to log in to place your order we will keep your address details in the account.  This will allow the ordering process faster for you in the future.
You can also link your HG Clubcard, build your own personal wish list and you can opt in to our mailing list to receive the latest news and up and coming promotions.
It is easy to create your account just click here and follow the on screen instructions.

How can I retrieve my forgotten password?

If you have forgotten your password on your account click here and enter your email address. We will then send you a link via email, leading you to our page where you can type in your new password.
Here you can change your password to one you will remember. After this you will then be able to log into your account. 

How do I know which size to purchase?

Our Men’s, Women’s and Children’s wear size guides will help you choose the best fit.

Will I be charged VAT?

(All helmets and children’s wear is tax exempt, our helmet and children’s wear prices are displayed exclusive of VAT.) All (other) products are displayed inclusive of VAT.
(Please also note that the Channel Islands are exempt from VAT costs, excluding the Isle of Man.)

What are the terms and conditions of your promotions?

Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.


Shipping

Which parcel service will be used for shipping?

All packages are sent with our logistical partner DHL.

Do you deliver to P.O. Boxes?

Unfortunately we do not deliver to P.O. Boxes due to security reasons.

How can I track my parcel?

You will receive your DHL tracking number on your shipping confirmation email. You can track the item by visiting DHLTracking Service.
If you need further assistance please contact our Hein Gericke Customer Care team.

* Calls to DHL UK phone numbers beginning ‘084’ cost 7 pence per minute, plus your phone company’s access charge.

How long will it take for delivery of my item?

Standard Delivery for UK is 3-5 working days. Deliveries to Northern Ireland and Scotland may take an additional day to deliver. Deliveries to the Republic of Ireland can take up to 10 days to deliver. Deliveries Monday to Friday only.

What to do if my parcel is missing?

Please contact our Hein Gericke Customer Care team: info@hein-gericke.com. We’ll give our best to ensure a correct delivery.

Is a signature required for my parcel upon delivery?

Yes a signature will be required as proof of delivery for all orders. If the order cannot be delivered, i.e. you are not available to sign for the goods, then the parcel will go back to the local DHL centre, a calling card will be left telling you how you can arrange a re-delivery or local pick up. Please note if your parcel is damaged upon arrival, or the incorrect item(s) are received then we recommend you contact the Hein Gericke Customer Care team to let them know.

Returns

What is the returns policy for Online Orders?

We offer either a full refund or exchange on all online purchases returned with their original packaging, present with any attached labels and documentation and in the condition in which they were sold, if returned within 14 days or receipt of delivery. Depending on the reason for returning you can choose between exchange and refund. For further information please consult Revocation and Terms & Conditions.

How do I return an item?

Please return items within 14 days with the original packing slip and Returns Note via your local Post Office or to:

Customer Returns
Hein Gericke Europe GmbH
Reisholzer Werftstr. 29
D-40589 Düsseldorf

In order to get your returns note and address label click the link provided by your shipment notification. Print out the document. Cut the paper along the marked line. Fill out the return note and include it inside your package. Stick the address label to your package. Once you have done this, you can then drop your package at your nearest post office Please note all items returned should be new, unused with all tags still attached. We recommend you return your items in the original packaging to protect it. We do not refund the postage costs for correctly supplied and unwanted items being returned. If you have received a faulty item please make sure you state this on your paperwork and if we accept this as a manufacturing fault we will then contact you to refund your postage. For full terms and conditions visit our Returns page.

How do I exchange an item I have bought online?

You can exchange your item within 14 days by returning it to us via our Online returns address, please clearly state on your Returns Note what size or colour you want to exchange to and we will ship this out to you free of charge. Exchanges can also be made in any nationwide Hein Gericke store regarding they have the item in stock, just take the garment back along with your original packing slip.

Can I return online goods to Hein Gericke store?

For exchanges only within 28 days, please make sure you take your paperwork with you. Any items for refund should be returned to the website returns address as detailed above.

Can store credit notes be used online?

Unfortunately not, a store credit note can only be redeemed in a Hein Gericke store.

How do I receive my refund?

Refunds will be made to the card used for the original transaction, or back into your PayPal account if this was your original payment method. You will receive an updated email, as confirmation of your return. Please allow 5-7 working days for the amount to clear onto your card after refunding.

Methods of payment

What payment methods can I use online?

Hein Gericke’s secure payment page accepts Visa, MasterCard, and Maestro credit and debit cards. We also accept PayPal payments. 

Security & privacy

Is the Hein Gericke site safe to shop online?

We use a secure checkout system to ensure all card details are secure and safe, we will also run checks on your billing address to make sure the cardholder matches up to the one using it. We also recommend the cardholder registers with MasterCard SecureCode or Verified by Visa, both are online card security systems which will prompt you for a password when checking out. To set up an account, all you need to do is contact your bank or card issuer and they will register your card.

Is my personal information kept private?

All information you share with us is kept private and confidential in accordance with the Data Protection Act. We do not share or sell your information to any 3rd party company without your prior consent. Please note that from time to time we may contact you regarding new styles, campaigns or latest promotions. If you prefer not to receive these then you can unsubscribe by clicking the link at the bottom of the email sent to you.

What are cookies?

Cookies are small bits of information which are sent to your browser from a website that you visit. They are stored on your computer's hard drive. Cookies help us to arrange the content and layout of our site and to recognize those computers that have been to our site before. They therefore play an important role in helping us to enhance the usability and performance of our site. Hein-gericke.com uses a variety of cookies to perform different functions, from remembering that you are logged in during visits to what items you have placed in your shopping cart. Cookies also help us to identify which of our pages are the most popular and what type of journey our visitors make through our site. A cookie also enables remember shopping cart contents to be retained throughout your visit, and if you visit us from the same computer later, the cookie allows us to locate it again for you. Our cookies do not record any of your personal information, they are used to tell us which bits of the information we hold should be shown to you.

Other

Which products are considered as branded products?

The following brands are considered as branded products:

ABM, ABUS, Alpinestars, Arai, Dainese, Daytona, Givi, HJC, HSE Sporteyes, Helly, LS2, Macna, Motul, NGK, Nolan Profi Dry Lube, Richa, S100, Schuberth, Shark, Shoei, SW-Motech, TCX, Wilbers, X-Lite

If you still cannot find the answer to your question, then please do not hesitate to contact our Customer Care team who will be happy to help.