Do you still have questions?
You can find some answers here.
Navigate through the various topics using the buttons or click directly on the questions.
If our FAQ could not help you, our trained experts will. You can reach them at: +49 02191 609150
What payment methods are available?
You can pay conveniently and securely in the FARE Shop using the following payment methods:
PayPal - your practical and fast payment option. PayPal is an online payment service that allows companies and private customers to send and receive payments securely and conveniently. All you need is a free PayPal account. For more information and to register, visit www.paypal.de.
Credit card - Pay simply and securely with your credit card. Processing takes place via the PayPal platform, but a PayPal account is not required for this.
SEPA direct debit - Use SEPA direct debit for your order. Payment is also processed via the PayPal platform, so you benefit from a secure transaction. A PayPal account is not required.
You can find more information and the option to register with PayPal at www.paypal.com.
What delivery options are there and what do they cost?
- Private customers pay NO DELIVERY COSTS for deliveries within Germany in the FARE webshop
- For deliveries outside Germany, we will choose the cheapest delivery option for you. If you require specific information about delivery costs, please send us an email to [email protected].
- Further information for larger orders and B2B orders can be found at ‘Freight costs information FARE’.
How long will delivery take and how can I track my shipment?
For private customer orders: After your order has been shipped, you will receive an e-mail with the shipment details including a tracking number. You will receive a separate payment confirmation from PayPal.
Delivery time in Germany: approx. 1-2 working days
Delivery time abroad: approx. 2-7 working days (depending on the shipping company and destination).
For commercial customer orders: As soon as our goods leave the warehouse, you will receive a shipping confirmation. The shipping email also contains the tracking data. Depending on the shipping company and the delivery location, delivery takes between two and seven days. Courier and express orders are also possible at an extra charge.
If a package is taking an unusually long time to arrive, please contact our customer service team. We will be happy to help you track it.
FAQ about the Fare Shop
Order
> What happens after I have placed my order?
After you have placed your order in our shop, you will receive an automatically generated confirmation email with a summary of your order within a few minutes. You can also log in to your customer account at any time to review your order and view all information. You can find your customer account at the top right under "My account".
Payment
> Which payment methods are available to me?
Paypal
Your practical and fast payment option in the FARE Shop. PayPal is an online payment service with which every company and private customer with an e-mail address can send and receive payments online securely, conveniently and inexpensively. All you need is a free PayPal account. You can find more information and the possibility to register with PayPal at www.paypal.com.
We are working in parallel on an expansion of our payment options, we ask you for a little patience.
What guarantee do I get on purchased goods?
The statutory warranty applies. You can find more information on this in our terms and conditions.
How do I organise a return?
Registering returns/exchanges
To organise a return, please read up on the process in advance on the following page: Returns registration for private customers. We provide you with a returns form there, which you should please complete in full and print out. Then please register your return by email, using the following recipient address: [email protected]
Commercial customers should contact their internal FARE contact person directly; the returns form mentioned above is not useful for you.
Print the returns note and label
The FARE service team will then send you a free returns label. Please print this out.
Packaging the items
Pack the items you wish to return and be sure to enclose the printed returns note with the package. Attach the returns label to the package so that it is clearly visible and stuck on firmly.
Shipping via DHL
Drop off the package at a DHL branch of your choice. You can find DHL branches near you here.
Refund
As soon as we receive the returned items and have checked them, you will receive your money back via the payment method you selected. It is not possible to make a refund via a different payment method.
How can I exchange goods?
For commercial orders, please contact your FARE contact person and we will try to resolve the matter to your satisfaction.
Delivery and shipping
> What shipping methods are available and how much do they cost?
- Private customers pay NO SHIPPING COSTS in the FARE webshop for delivery within Germany.
- For shipping outside Germany, we will choose the cheapest shipping option for you. If you need concrete information about shipping costs, please write us an e-mail to [email protected]
- Further information for larger orders and B2B orders can be found under "Freight cost information FARE".
> How long does the delivery of my goods take and how do I receive tracking data?
For private customer orders: You will be informed about the dispatch of your order by email, you will receive a payment confirmation separately from PayPal itself. The shipping email will also include tracking information.
Delivery time in Germany: approx. 1-2 working days
Delivery time abroad: approx. 2-7 working days (depending on shipping service provider and delivery location)
For commercial orders: As soon as our goods leave the warehouse, you will receive a shipping confirmation. The shipping email will also include tracking information. Depending on the shipping service provider and delivery location, the delivery of the shipment takes between approx. two to seven days. Courier and express orders are also possible for an additional charge.
If a parcel takes an unusually long time to arrive, please contact our customer service. We will be happy to assist you with tracking.
Return / Complaint
> What warranty do I receive on purchased goods?
The statutory warranty applies. You can find more information on this in our terms and conditions.
> How do I arrange a return?
Register a return
To arrange a return, please inform yourself in advance about the procedure on the following page: Returns registration for private customers. We will provide you with a returns form there, which you should fill in completely and print out. Then please register your return by e-mail using the following recipient address: [email protected]
Commercial customers please contact your internal FARE contact person directly, the above returns form is not useful for you.
Print return slip and return label
The FARE service team will then send you a free return label. Please print this out.
Packing the items
Pack the items you wish to return and enclose the printed returns note with the package. Attach the return label to the package.
Shipping via DHL
Drop off the package at your local post office. You can find DHL branches near you here.
Refund
As soon as we receive the returned items and they have been checked, you will receive your money back via the previously selected payment method. A payout via a different payment method is not possible.
> How can I exchange the goods?
To do this, please tick the last column of the returns form to request an exchange. You can find the form here. For commercial orders, please contact your FARE contact person and we will try to solve the case to your satisfaction.
Service and advice
> What is the best way to contact fare
1. via our online contact form
2. write us an e-mail to: [email protected]
3. or simply give us a call:
For concerns from Germany: +49 2191 60915285
For concerns from abroad: +49 2191 60915286
The hotline is available Monday - Thursday from 8:00 - 16:00 and Friday from 8:00 - 15:30.
Or are you looking for international distribution partners? You can find them here.
> How can I register for the newsletter service?
In the course of creating an account, business customers are asked directly whether they would like to receive the FARE newsletter. If you are a B2B customer and do not receive a newsletter but are interested in receiving one, please contact your FARE contact person. We will then be happy to add you to the list of newsletter recipients. For end customers there is a separate newsletter to which you can actively subscribe yourself here. To be on the safe side, we will also always send you an e-mail to confirm your activation.
> How can I unsubscribe from the FARE newsletter?
If you no longer wish to receive our newsletter, it is best to use the unsubscribe link at the end of the newsletter e-mail. We will then immediately block your address from being sent.
Customer account and data
> What data does fabrella.de collect from me?
You can find all information about data protection and data use at FARE in our data protection declaration.
> How can I view or update my existing data?
Once you have registered in our shop, you can revise your details at any time by logging in with your username and password under "My Account" at the top of the page. After successfully logging in, you can update your personal address(es).
> How can I have my account and the associated data deleted?
Unfortunately, a complete deletion of your data is not possible, as we have to comply with legal storage obligations in the course of the tax regulations. However, you can of course have your customer account blocked by us at any time. Simply fill out our contact form.
> I have forgotten my customer account password. How do I get a new one?
If you have forgotten your password for the customer area of the shop, please click on "My account" at the top right. The login screen appears. Please click on "Forgotten password". Now enter your user name or e-mail address and click on "Request new password". After successful verification, a new password will automatically be sent to the e-mail address we have on file for you.
> I have forgotten the username of my customer account, where can I request it?
Please contact us for this purpose. Our sales team will then inform you of your user name as soon as possible and ensure that you can use your customer account again in a timely manner.
For requests from Germany: +49 2191 60915285
For concerns from abroad: +49 2191 60915286
The hotline is available Monday - Thursday from 8:00 - 16:00 and Friday from 8:00 - 15:30.
Alternatively, you can also reach us by mail.
What is the best way to contact FARE?
- Use our online contact form
- Send us an email to: [email protected]
- Or simply call us:
For concerns from Germany: +49 2191 60915285
For concerns from abroad: +49 2191 60915286 - The hotline is available Monday to Thursday from 8:00 a.m. to 4:00 p.m. and Friday from 8:00 a.m. to 3:30 p.m.
- You are also welcome to visit us at our factory outlet in Remscheid.
How can I register for the newsletter service?
When setting up an account, commercial customers will be asked directly whether they would like to receive the FARE newsletter. If you, as a B2B customer, do not receive the newsletter but are interested in receiving it, please contact your FARE contact person. We will be happy to add you to the list of newsletter recipients. There is a separate newsletter for end customers.
How can I unsubscribe from the FARE newsletter?
If you no longer wish to receive our newsletter, simply use the unsubscribe link at the end of the newsletter email. We will then immediately block your address from future mailings.
Customer account and data
What data about me has been collected by fare.de?
How can I view or update my existing contact information?
How can I delete my account and the associated data?
I have forgotten the password for my customer account. How do I get a new one?
I have forgotten the user name for my customer account. Where can I request it?
What data about me is collected by fare.de?
You can find all information about data protection and data use at FARE in our privacy policy.
How can I view or update my existing contact information?
Once you have registered with our shop, you can revise your data at any time by logging in with your username and password under ‘My Account’ at the top of the page. After a successful login, you can update your personal address(es).
How can I delete my account and the associated data?
Unfortunately, a direct, complete deletion of your data is not possible, as we have to comply with legal storage requirements in accordance with the Tax Ordinance. You are also welcome to find out more about this in our data protection declaration. However, you can of course have your customer account blocked by us at any time. To do so, simply fill out our contact form.
I have forgotten the password for my customer account. How do I get a new one?
If you have forgotten the password for the customer area of the shop, please click on ‘My account’ in the top right corner. The login screen will appear. Please click on ‘Forgot password’. Now enter your username or your email address and click on ‘Request new password’. After a successful check, a new password will automatically be sent to the email address stored with us.
I have forgotten the username for my customer account. How can I find out what it is?
Please contact us. Our sales team will then let you know your username as quickly as possible and ensure that you can use your customer account again in a timely manner.
For enquiries from Germany: +49 2191 60915285
For international calls: +49 2191 60915286
The hotline is available Monday to Thursday from 8:00 a.m. to 4:00 p.m. and Friday from 8:00 a.m. to 3:30 p.m.
Alternatively, you can also contact us by email.