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unger-fashion.com

+49 (0)40 600 885 0

service@unger-fashion.com

Mon.- Fri. 9:00 - 19:00, Sat. 10:00 - 19:00

Unger Hamburg, Neuer Wall 35

UNGER Hamburg
Neuer Wall 35
20354 Hamburg, DE

Mon.- Fri. 9:00 - 19:00, Sat. 10:00 - 19:00

Our opening hours in store

UZWEI Kaisergalerie
Große Bleichen 23-27
20354 Hamburg, DE

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”, 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, which 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, Roger Vivier, Bally, 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 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*
Emai: service@unger-fashion.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 two 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 top of the homepage. Within the categories, you can search for designers, sizes, or colors.

2. Using the search function

Click on the magnifying glass icon on the left-hand corner of the page to be able to enter a keyword. 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

HOW CAN I 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 top right 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 ordering 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 re-enter your details and it allows you to check the sizes of your previous orders. As a third-country customer, prices are displayed exclusive of German value-added tax.

(b) Shopping as a guest:

If you do not wish to have a customer account, you can continue without having to register.

A customer account can be created as follows:

When clicking on “Login” (at the top-right of the homepage), a box opens where you can select “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 your 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 having trouble with ordering 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 step-by-step with your online order.


 

(3) PAYMENT

WHAT METHODS OF PAYMENT DO YOU OFFER?

You can choose to pay 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 re-enter them for every new order. This is for your safety.

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

HOW CAN I 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

HOW CAN I 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-fashion.com. We will get back to you as soon as we can.


 

(4) SHIPPING & TRACK AND TRACE

HOW WILL THE ITEMS BE DELIVERED TO MY HOME?

During 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 above € 500

Please note that DHL Paket may also deliver to a post office or a neighbor 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 above € 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 following 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 neighbor if the recipient is not at home.

UPS Standard
€ 4 shipping costs and delivery within 1-3 business days
If the recipient was not at home on the date of delivery, 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 center 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 regarding the area of delivery.

 

HOW CAN I TRACK MY ORDER?

You will receive a 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 covered by us. To be able to guarantee this protection in case of returns, please use the return consignment note enclosed in 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.

I LIVE ABROAD OR I WANT TO RECEIVE THE DELIVERY AT MY HOLIDAY DESTINATION, IS THAT POSSIBLE? 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 and receiving the order. International shipments are handled by DHL Express only.

Please note that we currently cannot 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 AM 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 able to reimburse you 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 an EU member state, we are happy to provide you with a tax-free form. You can use the form to reclaim the VAT from Global Blue. For this purpose, please enter a request for a tax-free receipt in the comment section 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 every one of our customers. Please contact us and our Service Team will look after your 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. Your 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

HOW DO I RETURN ITEMS?

Naturally, we want you to be happy with your choice and feel good about it. However, if you are unsure about the color, size, or fit, we look forward to hearing from you and will try to assist you as best we can. Any item (including sale items) purchased from unger-fashion.com can be returned free of charge and without having to give an explanation.

You simply need to exercise your right to cancel an order. To do so, provide us with a clear statement (e.g. via email, fax, or post) within 28 days upon receiving the goods, stating your decision to cancel your contract. We recommend using our sample cancellation form.

Then return the goods to us within the next 14 days. Please ensure that the goods comply with the following:

  • All goods returned are unworn, have not been washed, and are in perfect condition. Labels must not be removed.

  • The goods are returned with the same shipping provider that was used to deliver the parcel. Example: Order by DHL Express > Collection by DHL Express; Order by UPS > Return by UPS

We can only accept returns that fulfill all the conditions mentioned above. Further information on the right of cancellation can be found in our General Terms and Conditions.

HOW DO I RETURN OR EXCHANGE A DISCOUNTED ITEM?

You can also exchange or return discounted items within 28 days. The value of the item ordered will be credited to you per your original method of payment.

HOW CAN I EXCHANGE MY 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 does not sell. Please give us a call or send us an email:

Service: +49 (0)40 600 88 50*
Email service@unger-fashion.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 damages. Please note that shoeboxes 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-fashion.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 method of payment. 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 receiving them and refund the amount on the same day, if possible, but no later than 14 days after receiving the returned items. Please note that, due to different credit institutions, bank transfers may be subject to delays.


 

(6) CUSTOMER ACCOUNT & SERVICE ENQUIRIES

HOW CAN I EDIT MY DATA?

In the top right corner 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 on the top 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.

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.

I HAVE FORGOTTEN MY PASSWORD, WHAT CAN I DO?

If you are already registered on our online shop but have forgotten your login password, please click the 'Forgot your password? button 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 via phone or email at any time.

HOW DO I SUBSCRIBE TO YOUR NEWSLETTER?

To receive our newsletter, please enter your email address in the corresponding field at the bottom 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 current collections, 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 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. Here, you can call up the item again or place it directly into your shopping cart.

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

Our items are mainly displayed 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 wish to receive further information on. It would be very helpful for 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 resident models to be in a better position to evaluate the size and cut.