Frequently Asked Questions (FAQ)
Here you'll find answers to the most frequently asked questions about our online shop. Whether it's about orders, shipping, returns, or payment options – we've compiled the most important information for you.
If your question is not answered here, our customer service will be happy to help you.
Have fun browsing and shopping!
Order
How can I order?
Ordering in the ADE-Home.de online shop is easy: Simply add the desired products to your shopping cart and then click "Checkout." If you already have a customer account, log in using your login details. New customers can conveniently enter their information during the ordering process. We'll then guide you step by step through the fast and secure ordering process.
Do I have to create a customer account to shop?
You can easily shop with us as a guest without having to create a customer account. Orders are completed without registration. If you decide to create a customer account later, you can create one at any time.
Is there a minimum order value?
There is no set minimum order value required to place an order.
Can I cancel an order if it hasn't been shipped yet?
Cancellations are only possible as long as we have not yet processed the order. This happens very quickly, however, as we always strive to ship your order as quickly as possible. We ask for your understanding that due to the rapid processing times, it is often no longer possible to cancel or change orders. If you still wish to cancel, please contact us by email at service@ade-home.de or via the contact form.
Can I still change the delivery address for an order I have already placed?
Changes to your order are possible as long as it hasn't been processed yet. However, because this process is very fast, changing the delivery address may not always be possible. If delivery to the specified address isn't possible, the goods will be returned to us after 2 days. In this case, you can decide whether to cancel the order or have the goods sent to a new delivery address. For further questions or changes, please contact us by email at service@ade-home.de .
Can I also order from outside Germany?
We currently only offer orders and deliveries within Germany. We understand that international customers would also be interested in ordering our products, and we are already working on expanding our service to additional countries in the future. We will inform our customers accordingly as soon as this option becomes available. Thank you for your understanding!
What happens after I submit my order?
After completing your order in the online shop, you will first receive an order confirmation and a summary of your order to the email address you provided. We will then send you the shipping confirmation and invoice by email.
Return and refund
How do I send a return?
You have a 30-day right of withdrawal – without restrictions.
Please return the goods in their original packaging and undamaged, if possible. Returns should be sent to:
GRENDS GmbH
c/o B+S GmbH Logistics and Services
Moorburger Bogen 12
21079 Hamburg
Germany
Please enclose the delivery note so that we can assign the return to your order.
You can easily create your return label using the following link: [Insert link] . You will need your order number to do so.
After inspecting the returned items, we will refund the invoiced amount. The refund will be made as soon as possible, but no later than five business days after receipt of your return.
How can I complain about an item?
Ideally, there should be no reason for complaint, as our goal is to supply you with only quality products in perfect condition. Should something not meet your satisfaction, please do not hesitate to contact us – for example, by email to service@ade-home.de or via our contact form. Your feedback helps us identify potential sources of error and resolve them quickly. Our customer service team will address your concerns and find a customer-oriented and satisfactory solution for you.
What can I do if my item was damaged during shipping?
Please inspect the goods for possible damage immediately upon receipt – ideally in the presence of the delivery person. If an immediate inspection is not possible, you can also inform us afterward. In this case, please contact us as soon as possible by email at service@ade-home.de . It is best to send us photos of the damaged goods directly so that we can process the incident quickly. We will then inform you of the next steps.
How long do I have to return an item?
Please return the goods within 30 days of receipt. This period begins on the day you receive the delivery. We recommend returning the item as soon as possible to ensure a prompt processing and refund. If you have any questions or need assistance, we're happy to help!
How is the value of the goods refunded in the event of a return?
The credit will always be made in the same way you originally made the payment.
How long does it usually take for my return to be refunded?
The refund will be processed within 5 business days of receiving the return. Please note that the exact timeframe also depends on the processing time of your bank or payment service provider. You will receive a confirmation email once the refund has been processed.
To which address should I send the return?
Please send returns exclusively to the following address:
GRENDS GmbH
c/o B+S GmbH Logistics and Services
Moorburger Bogen 12
21079 Hamburg
Germany