Contact us

unger-fashion.com

+49 (0)40 600 885 0 Mon.- Fri. 9:00 - 19:00, Sat. 10:00 - 19:00

Unger Hamburg, Neuer Wall 35

+49 (0)40 600 885 0 Mon.- Fri. 9:00 - 19:00, Sat. 10:00 - 19:00

Our opening hours in store

Mon.- Sat. 10:00 - 19:00

FAQ

TOPICS:

(1) GENERAL QUESTIONS

(2) QUESTIONS ABOUT THE ORDER PROCESS

(3) PAYMENT

(4) SHIPPING & TRACK AND TRACE

(5) EXCHANGE & RETURNS

(6) CUSTOMER ACCOUNT & SERVICE ENQUIRIES

 


 

(1) GENERAL QUESTIONS

WHO IS THE COMPANY BEHIND WWW.UNGER-FASHION.COM?

UNGER Hamburg — Heritage Meets High Fashion
In the heart of Hamburg’s city centre on the “Neuer Wall”, covering an area of about 1,200 square metres, UNGER Hamburg is home to the most exclusive designer labels from all over the world. Generously spread out over two levels, the portfolio of the family-run business, that was established in 1878, now includes collections from over 130 luxury brands and takes its customers on a fashion journey from French haute couture and Italian high-class casual wear to American ready-to-wear chic.

Featuring a combination of high fashion labels and upcoming designers, traditional values and new ideas, owner Florian Braun runs the family company, now in its third generation. In addition to a dazzling selection of lifestyle accessories, shoes and handbags, UNGER Hamburg now also offers an exclusive Dior shop-in-shop.

UNGER-FASHION.COM is one of the leading online department stores for luxury fashion! Discover over 130 top international designers from the fashion capitals around the world. We present you with ready-to-wear fashion from top-class brands – from Alexander McQueen and Stella McCartney to Victoria Beckham – as well as a selection of hand-picked accessories, bags and shoes from Christian Louboutin, Jimmy Choo, Azzedine Alaïa and many more.

We show you the most important key pieces of the season and offer an excellent service! Our competent online team is available to answer any questions and provide styling advice.

YOU WOULD LIKE TO CONTACT US

Should you have any special requirements, we are happy to find an individual solution for your needs. We are of course always happy to assist if you have any further questions or are looking for suggestions.

We look forward to hearing from you!

Service: +49 (0)40 600 88 50*
Email service@unger.com
*Mon – Fri 9 am – 7 pm, Sat 10 am – 6 pm

WHAT IS THE LAYOUT OF THE SHOP AND HOW IS THE RANGE SORTED?

There are various ways you can search for items in our online shop:

1. Search in categories and filters
You can find the menu navigation with our categories on the left side of the homepage. Within the categories, you can search for designers, sizes or colours.

2. Using the search function
Click on the magnifying glass icon at the top right of the page and enter a search word in the search bar. If you are already on a category or detail page for a particular item, you can click on the unger-fashion.com logo to return to the homepage.


 

(2) QUESTIONS ABOUT THE ORDER PROCESS

YOU WISH TO PURCHASE AN ITEM?

This is how it works:
1. You have found your desired item.
2. Please select the relevant size.
3. Then click on the “Add to shopping cart” button.
4. You can view the item in your shopping cart on the right half of the screen.
5. Click on “Proceed to checkout” to complete your order.
6. If you want to continue shopping, close the shopping cart by clicking on the X on top.

The order process:

1st step: Login/Register
You can choose if you want to purchase as (a) registered customer or as a (b) guest.

(a) Benefits of purchasing as a logged in/registered customer:
Your billing and shipping addresses as well as your orders are saved with your customer account. This means that you won’t have to enter the details again every time you shop and it allows you to check the sizes of previous orders. As a third-country customer, prices are shown to you exclusive of German value added tax.

(b) Shopping as a guest:
If you do not wish to have a customer account with us, you can of course continue without the need to register.

A customer account can be created as follows:

When clicking on “Login” (at the top of the homepage), a box opens where you can click on “Register now”.

2nd step: Address details
In the second step of the order process, you can enter your address details and leave us a note if you have any special requests or comments.

3rd step: Shipping & payment method
In the Shipping & payment method step, select your preferred shipping and payment method. Click on “Continue to next step” to move to the final step of the order process.

4th step: Summary
Here you can check all the entered details again. Complete your purchase by clicking on the “Buy now” button. Completing this step makes you liable for payment and means you accept the General Terms and Conditions of our company.

QUERIES/TELEPHONE ORDERS

If you are experiencing difficulties with the order process or do not want to order over the Internet, you can contact us by phone using our service number +49 (0)40 33 44 72 45 to place your order. We are also happy to assist you in the step-by-step process of your online order.


 

(3) PAYMENT

YOU WOULD LIKE TO KNOW WHAT PAYMENT METHODS WE OFFER?

You can choose from payment by credit card, Sofortüberweisung (Sofort Payment Method), PayPal or advance transfer. For credit card payments, PayPal and Sofort Payment Method, the goods are shipped on the same business day provided your order is received before 3 pm. We do not store your credit card details, and you therefore need to enter them again for every new order. This is for your own safety.

For further information on the payment methods mentioned, please refer to our General Terms and Conditions.

YOU WANT TO MAKE AN ADVANCE TRANSFER OF THE INVOICE AMOUNT?

Please transfer the relevant amount within the next three business days, quoting your order number. The items are shipped immediately upon receipt of payment.

Please transfer the applicable amount to:

UNGER GmbH & Co. KG
Commerzbank Hamburg
Acc. No.: 644 08 95
Sort code: 200 400 00
IBAN: DE85 2004 0000 0644 0895 00
SWIFT: COBADEHHXXX

YOU WANT TO CHANGE OR CANCEL A COMPLETED ORDER?

We can always try to change, hold back, cancel or redirect your order, provided the order has not yet been shipped or delivered. For the quickest response, please call our Shopping Advisor at +49 (0)40 33 44 72 45. You can also reach us by email by sending your request to service@unger.com . We will get back to you as soon as we can.


 

(4) SHIPPING & TRACK AND TRACE

YOU WANT TO KNOW HOW THE GOODS WILL BE DELIVERED TO YOUR HOME?

In the order process under Shipping & payment method, you can select from the following shipping options:

DHL Paket
€ 4 shipping costs and delivery in Germany within 2–3 business days
Free shipping within Germany for orders from € 500

Please note that DHL Paket may also deliver to a post office or a neighbour if the recipient cannot be reached at home.

DHL Express
€ 9 shipping costs and delivery in Germany within 1–2 business days
Free shipping within Germany for orders from € 500

If your order reaches us by 3 pm on a business day and has been paid in full, the goods are delivered between 7.30 am and 12 pm on the next business day.

Shipments outside of Germany take 2–4 business days.

Please note that DHL Express only delivers directly to you in person and does not deliver to a post office or neighbour if the recipient could not be reached at home.

UPS Standard
€ 4 shipping costs and delivery within 1–3 business days
If the recipient was not found to be at home on the delivery date, UPS will make two further delivery attempts.

Hamburg City Courier
€ 15 shipping costs and delivery within 3 hours for orders placed by 4 pm (Hamburg city centre and surrounding area up to 15 km)

Delivery within 3 hours by courier is only possible within the Hamburg city area. If your order reaches us by 4 pm on a business day and has been paid in full, delivery will be made on the same day. This service is not available on Sundays and public holidays. Please contact us if you have any questions in relation to the delivery area.

YOU WANT TO TRACK YOUR ORDER?

You will receive a shipping notification email once we have shipped your parcel. You can click on the link in the email to track your parcel at any time.
Your tracking number can also be found in your customer account overview under My account.

Insurance for the transport of your order is of course included by us. To be able to also guarantee this protection in case of returns, please use the return consignment note enclosed with your delivery. If you are using the collection service by DHL Express, please ask the driver for a copy with the driver’s signature and the tracking number and retain this copy until you have been reimbursed.

YOU LIVE ABROAD OR WANT TO RECEIVE THE DELIVERY AT YOUR HOLIDAY LOCATION? INTERNATIONAL CUSTOMERS WELCOME!

We deliver to most countries worldwide.

Please note that we require a valid telephone number in case of further queries. We can only accept credit card payments from abroad if the credit card is issued to the registered address of the person placing the order and the order is shipped to this address. International shipments are handled by DHL Express only.

Please note that we cannot currently deliver to Russia.

International DHL Express shipping costs:

EU: € 19.90
Europe, non-EU: € 29.90
Other countries: € 79.90

International DHL Standard Parcel shipping costs:

EU: € 9.00*

*currently to Austria only

IS GERMAN VALUE ADDED TAX DEDUCTED FROM MY PAYMENT IF ORDERING FROM A NON-EU COUNTRY?

If your primary residence is located in a third country, and we are delivering to the corresponding address, you will always pay the net amount at UNGER-FASHION.COM. Prices, exclusive of VAT, will be displayed only after successful login. Please note that customs duties or import sales tax will not be reimbursed in case of returns.

DOES THAT MEAN I HAVE TO PAY IMPORT AND CUSTOMS DUTIES?

Yes, import sales tax and any customs duties or processing fees must be paid directly to our service partner (e.g. DHL Express). Please note that we are not in a position to reimburse your for these costs in case of returns. For further information on this topic, please refer to our General Terms and Conditions.

DO YOU REQUIRE A TAX-FREE FORM FOR YOUR ORDER?

If your primary residence and your billing address are located in a non-EU member state, and we are delivering the goods to a EU member state, we are happy to provide you with a tax-free form. You can use the form to claim back the VAT from Global Blue. For this purpose, please enter a request for a tax-free receipt in the comment field below the address during the order process.

DO YOU ALSO SHIP OR DELIVER ON WEEKENDS AND PUBLIC HOLIDAYS?

We generally do not ship on weekends or public holidays, but we wish to satisfy each and every wish of our customers. Please contact us and our Service Team will look after your individual request.

Service: +49 (0)40 600 88 50*
*Mon – Fri 9 am – 7 pm, Sat 10 am – 7 pm

I LIVE IN HAMBURG, CAN YOU DELIVER MY ORDER TODAY?

If you live in Hamburg, you can have the shipment delivered by courier. The flat rate for this service is € 15.00. You order will be delivered to the address of your choice within 3 hours, provided your order reaches us by 4 pm and has been paid in full. We can also deliver your parcel to a hotel or holiday apartment within the Hamburg city area.


 

(5) EXCHANGE & RETURNS

YOU WANT TO RETURN SOME ITEMS TO US?

Naturally, we want you to be happy with your choice and feel good about it. However, if you are unsure about the colour, size or fit, we look forward to hearing from you and will try to assist you as best we can.

Regardless of this offer, any item (including sale items) purchased from unger-fashion.com can be returned free of charge and without stating the reason.
You simply need to exercise your right of cancellation. To do so, provide us with a clear declaration, e.g. by email, fax or post within 14 days after delivery of the order, stating your decision to cancel your contract declaration. We recommend using our sample cancellation form.
After that, return the item to us within 14 days and note the following:

  • All items returned are unworn, have not been washed and are in perfect condition. Labels must not be removed.
  • The items are returned with the same shipping provider that was used to deliver the parcel.

Please note that we can only accept returns that fulfil all of the above conditions.

Further information on the right of cancellation can be found in our General Terms and Conditions.

YOU WANT TO RETURN OR EXCHANGE A DISCOUNTED ITEM?

You can of course also exchange or return discounted items within a period of 14 days. The value of the ordered item will be credited to you in accordance with your original payment method.

YOU WANT TO EXCHANGE YOUR ITEM FOR ANOTHER SIZE?

Please enter the desired size on the return form to allow us to promptly exchange the size after receiving the parcel. If you notify us of your wish to exchange the item in advance, we are happy to reserve it for you to ensure it doesn’t sell out in the meantime. Please give us a call or send us an email:

Service: +49 (0)40 600 88 50*
Email service@unger.com
*Mon – Fri 9 am – 7 pm, Sat 10 am – 7 pm

HOW DO I RETURN THE ITEMS?

Please fill out the enclosed return form and repack the items in a box. You can use the UNGER box that came with your delivery, provided the carton has not suffered any serious damage. Please note that shoe boxes form an integral part of our exclusive designer products and should not be used as shipping cartons. We can only accept returns if the manufacturer’s packaging material is intact and undamaged.

Collection from your home with DHL Express

If you have originally selected the DHL Express shipping method, your returned items will be collected from your desired address free of charge.

Stick the yellow DHL Express consignment note enclosed in your shipment to the parcel so it is clearly visible and write the sender’s address in the corresponding field. Now contact DHL Express Customer Service at +49 (0)1806-34 53 001 to arrange for a pick-up date. Make sure to quote our DHL Express customer number: 50315868397201.

Please note that the free pick-up service is currently only available on business days. Any possible extras such as pick-up on Saturdays or late pick-ups will incur subsequent charges.

Dropping off your return consignment at a UPS Access Point

If you have originally selected the UPS Standard shipping method, please drop off your return consignment at a UPS Access Point. You can find UPS Access Point locations on the UPS homepage.

Stick the UPS consignment note enclosed in your shipment to the parcel so it is clearly visible and write the sender’s address in the corresponding field.

International returns & exchanges

For international returns, you can find the relevant service telephone number for your country and the DHL Express customer number on your purchase invoice. If you have any questions, please contact us at +49 (0)406008850 or send an email to service@unger.com .

Returning your items to the UNGER or UZWEI store in Hamburg

You are also welcome to return your items to one of our stores. Please fill out the return slip and drop off your parcel at the counter. You will be refunded according to the payment method used for the original order.

WHEN WILL THE REFUND BE CREDITED TO MY ACCOUNT?

Refunds for returned items are always made according to the original payment method. Please understand that, for security reasons, we cannot transfer refunds to other accounts or credit cards. We will process and check your returned goods immediately upon receipt and refund the amount on the same day, where possible, but no later than 14 days after receipt of the returned items. Please note that, due to different credit institutions, bank transfers may be subject to delays.


 

(6) CUSTOMER ACCOUNT & SERVICE ENQUIRIES

YOU WANT TO EDIT YOUR PERSONAL DATA?

In the upper area of the page, you can log in using the “Login” button or register as a new customer. You can always find the My account section in the upper area of the page. Here you can edit your address details and newsletter settings or create a new password. In addition to obtaining an overview of your orders including track & trace, you can also manage your wish list from here.

We treat all your data as strictly confidential and do not pass it on to third parties. For further information, please refer to our General Terms and Conditions.

YOU HAVE FORGOTTEN YOUR PASSWORD OR DO NOT HAVE IT ON HAND?

If you are already registered with our online shop but have forgotten your login password, please click here to request a new password. You will need to enter the email address you used for the initial registration. You can of course also request a new password over the phone or by email at any time.

YOU WANT TO SUBSCRIBE TO OUR NEWSLETTER?

To receive our newsletter, please enter your email address in the corresponding field in the bottom area of the homepage.

Several times a week, we will send you an email with the latest trends, new arrivals in our online shop, information on the current collection and much more. You will receive exclusive information and invitations for any promotions or seasonal sales before their actual launch date. You can unsubscribe from the newsletter at any time by visiting My account.

HOW DO I USE THE WISH LIST?

If you really like a certain item in our online shop and wish to save it for a later visit to our page, you can click on the heart icon to save it to your wish list. Please log in to your customer account first. From here, you can call up the item again or place it directly to the shopping cart.

I AM NOT SURE ABOUT THE SIZE, CAN YOU HELP ME?

Our items are mainly shown in German clothing sizes, US sizes (S, M, L, XL) or inches (for jeans). As each designer uses different cuts and even individual pieces from the same manufacturer may vary at times, it can sometimes be difficult to rely on size charts only. Please call our Service Team or send us an email with details of the item and size you are requesting information on. It would be very helpful to us to know your regular size. We are happy to measure each item for you or you can try a fitting with one of our house models to be in a better position to evaluate the size and cut.