Customer Service


Ordering

Shipping and delivery

Using Your Account

Returns

Brands

Materials

FAQ’s



Ordering

  • How to order
    1. To place an order is easy, please follow the instructions: First, please click here to go to our online shop. Once you find a style you like, go to the individual style description page and:
      • Choose the correct Width and Size from the pull-down menu and then click on "Add to cart". The screen will show all items you have put in your "Shopping Cart" so far.
      • Choose the country and shipping method. For more details about our shipping methods, please click here
      • If you want to change the quantity, change it first and then click on "Update" button.
      • You can then choose to "Continue shopping", or "Check Out".
    2. When you click on "Check Out", you will go to the delivery form. You need to fill out this form, which includes the name, address, zip code, email, etc of the customer. When the above information is complete, press the button that says "Continue".
    3. Finally the online shop will show you the order and the different payment options.
      You only have to select the payment method you want. Please take into account that we do not accept orders by phone, fax, or e-mail. All orders must be placed online.
  • Payment Methods
    We accept the following payment methods:
    • Credit Card Internet: Saferpay Secure Payment
    • Credit Card Fax/ Phone
    • ClickandBuy
    • Sofortbanking
    • Moneybookers : See Payment Options
    • Bank Transfer
    • Cash by the delivery
      When paying by cash an additional fee of 4.30 EUR will be due.
    In any of the payment methods, first you have to place the order online, and then select one of the payment methods above.

    CREDIT CARD
    Please note that we only accept the credit cards and currencies shown in the following table:
     American Express 
    USD-United States Dollar
    EUR-Euro
     Eurocard/Mastercard 
    USD-United States Dollar
    CAD-Canadian Dollar
    EUR-Euro
    CHF-Swiss Franc
    GBP-Great Britain Pound
    AUD-Australian Dollar
    JPY-Japanese Yen
    SGD-Singapore Dollar
    HKD-Hong Kong Dollar
    NZD-New Zealand Dollar
    CNY-Chinese yuan
    HUF-Hungarian Forint
    CZK-Czech Republic Koruna
    SEK-Swedish Krona
    MXN-Mexican Peso
    DKK-Danish Krone
    PLN-Polish Zloty
    NOK-Norwegian Krone
     JCB 
    EUR-Euro
     Visa 
    USD-United States Dollar
    CAD-Canadian Dollar
    EUR-Euro
    CHF-Swiss Franc
    GBP-Great Britain Pound
    AUD-Australian Dollar
    JPY-Japanese Yen
    SGD-Singapore Dollar
    HKD-Hong Kong Dollar
    NZD-New Zealand Dollar
    CNY-Chinese yuan
    HUF-Hungarian Forint
    CZK-Czech Republic Koruna
    SEK-Swedish Krona
    MXN-Mexican Peso
    DKK-Danish Krone
    PLN-Polish Zloty
    NOK-Norwegian Krone

    Credit Card Internet:
    We are using secure technology furnished by a bank. The Saferpay Secure Server guarantees a safe payment via credit card using SSL encryption. This means that all your personal and card details are not accessible during transmission via Internet by unauthorized persons.
    Pay via internet is easy, please follow the instructions:
    1. Place the order online in our online shop.
    2. Select the payment "Credit Card Internet".
    3. Click the link to continue with the "Credit Card Internet".
    4. You will be automatically forwarded to the SaferPay Secure Server where you can enter your credit card details
    The payment will be charged immediately after your card has been verified successfully.

    Credit Card Fax/ Phone:
    According to your provided credit card information, we will register the payment online and then the payment will be charged immediately.

    MONEYBOOKERS:
    Moneybookers enables any business or consumer with an email address to securely and cost-effectively send and receive payments online - in real-time. For further detailed information, please visit the website of MoneyBookers

    BANK TRANSFER:
    After you have selected the bank transfer payment, you will receive our bank details via email. As soon as we receive the money in our bank account, we will process your order.
    We only accept payments in EUR. To ensure the full amount of the remittance is to be collected, please choose to bear the overseas bank charges and charges of local bank or intermediary bank.

  • Availability
    To check the availability of an article, please choose the correct Width and Size from the pull-down menu of the individual style description page and then click on Add to cart.
    If the article is available, you will be automatically forwarded to the Shopping cart. If the article is on backorder* (not in stock), you will be notified and you may submit an Availability Note. When submitting the note, please include your full name and e-mail address. As soon as the article is in stock again, you will receive a confirmation e-mail.
    *Backorder means that the shoes have to be produced, because they are neither in our stock nor in the factory stock.

  • Backordered Articles We make every effort to maintain high inventory levels to satisfy all customer orders, however, sometimes the demand can exceed the supply, and an article could be listed as “on backorder.” In this case, the customers will not be able to order it. Instead, please submit an Availability Note.
    Occasionally, it is possible that a customer order an article that is available; however, later it turns into backorder or into no longer available. In this case, the article will be cancelled of the order and the customer will receive a refund. We do not allow the customers to replace the shoes with a new article, because once the order is in process, it is not possible to modify it, because the changes will delay the order and we can not guarantee you an estimated time delivery.

  • Article in low stock If you order an article with low stock and we are not able to get it, we will credit the corresponding amount to you. If you are still interested in order it, you will have to place another order as soon as the article is in stock. We do not allow the customers to replace the shoes with a new article, because once the order is in process, it is not possible to modify it, because the changes will delay the order and we can not guarantee you an estimated time delivery.

  • Discounts
    • Sales
      Every day we update our articles on sales. You will save up to 50% on more than 3216 different shoes. Please click here to look our great variety.
    • Special Offer
      We are currently offering discounts on selected articles. Please click here to enjoy a great discount.

  • Taxes
    Delivery to Countries within the European Community: You do not have to pay any tax upon receipt of your order. Our prices include the VAT.
    Delivery to Countries outside the European Community: You could be liable to pay duties. We suggest you contact your local customs office to establish what charges you may incur.

  • Search Articles
    1. Search for Keywords:
      You can search by enter just one term (not two).
    2. Search by Type:
      The “Quick Type Select” box drops down a list, which will take you to a search results page showcasing all products available for that specific type. This box is located at the bottom left corner of the page.
    3. Search by Article Number:
      If you remember the article number for a specific item and want to find it online, go to our “Quick Article Select” box, enter this number into the box and then, press the “Go” button. This box is located at the bottom left corner of the page.
    4. GENERAL SEARCH
      Located on the top-horizontal menu of every page, this search allows you to search by brand, style, colour, material, size and keywords. Please use the following link to make your Search
      • Quick Selection
        Just select the specific brand, style name, color name, and/or material name. The search will show you all products available for that specific type (including: Current Collection, Previous Collection, Sales articles, special offer, top 10).
      • Quick Selection Sales:
        The “Quick Selection Sales” box allows you to search by style, colour, material, and size. The search will show you only the articles on sales available for that specific type.

Shipping and delivery

  • Shipping prices
    We offer five shipping methods:
    1. German Post *Economy*
    2. German Post *Premium*

      3. For the above shipping methods, the package is delivered to the local postal service in the country of destination for final delivery.

    3. UPS *Expedited* - traceable!
    4. UPS *Express* - traceable!
    5. DHL *Express* - traceable!

      6. For the above shipping methods, the delivery in the destination country is made by UPS or DHL.

    Please take into account that not all the shipping methods are available for a country. Additionally, the transit time can be changed depending on the destination country. Click Here for the Shipping Options & Fees

  • Calculating Cost
    The shipping costs depend on the Country, on the shipping method and on the the total amount of your order. Our prices are proportional to the amount of your order. That is, the more amout you order, the less shipping cost you will pay. For Example:
    Country Hong Kong
    Selected shipping method German Post Economy
    Total Amount EUR 90.10

    The total shipping cost of your order would be EUR 24.95 Please take into account that this shipping cost is per order and not per pair.

  • Free Shipping
    Enjoy free shipping after certain total amount!
    Limited Time Only. Click Here for the Shipping Options & Fees.

  • Shipping to Multiple Addresses
    The shopping cart on Tobias Mayer e. K. does not currently allow you to ship to more than one address at a time. If you prefer to place your multiple ship order(s) online, you will have to submit each order separately.

  • Combine open orders to save on shipping
    We do not allow the customers to combine orders. They will be sent separately.

  • Delivery time
    The total delivery time: process time (2 - 12 days) + shipping method that you have selected.
    Processing time includes receiving your order, payment verification, time to order the shoes to the factory, and time to process your invoice and pack your order. After paying your order, you will notify of the estimated shipping date in the order confirmation e-mail. Please note that the shipping date is the date when the order has left our warehouse.

    We make every effort to send orders in 2 - 12 days; however, it is possible that there is a delay because of the following reasons:
    • High demand periods
    • If the order contains articles on sales
    • Delays in the production

  • Impact on the delivery by the deliverer
    Once your order has left our warehouse, we have no influence on the delivery. Beyond this we do not have the opportunity to give instructions to the deliverer regarding delivery times or contacting. Usually the deliverer leaves a notification card and/or tries to redeliver the order, if he couldn't deliver the order the first time. With the notification card the deliverer informs you about a redelivery, about the pick up possibility in a branch of the deliverer or he asks you for contacting regarding the scheduling of a redelivery.

  • Undeliverable Packages
    Sometimes packages come back to us with the notation \"undeliverable\", in this case you will receive an information by e-mail. The new delivery is usually free for you, only in exceptional cases, we charge the shipping costs a second time. If you do not wish a redelivery, then we usually refund the value of the goods and the shipping costs, only in exceptional cases, we charge you the costs for the return of the undeliverable order.

    If you still like your shoes, we are able to re-ship the order. Please take into account that a second shipping fee will be charged.

Using Your Account

  • Check order status
    Simply provide your email address and your order number by clicking this link: http://www.tobiasmayer.com/order_status.php

  • Changing Your Order
    1. Order is already paid and in process
      You can make changes if the order has not yet entered the process time. Here's how:
      1. To change your order, please click here to go to the "track an order" page. There, you will find a field to write down the changes. Please bear in mind that after the order is paid and it has been notified to you per e-mail, you will have only 24 hours to make the changes. Additionally, the changes can be submitted only by using this page. If you send us changes by e-mail, we will not process them.

      2. When you have written down the changes, press the button that says “Okey”.

      After the 24 hours, we will make the changes and you will receive a confirmation e-mail. Orders paid by bank transfer: Please be aware that a new addition (a new size/width, a new article) or change to your original order must be paid / refunded by credit card.
    2. Order is not already paid:
      In order to avoid mistakes, we kindly ask you to place a new order online.

Returns

  • General Returns Policy We want you to be completely satisfied with your order. If for any reason you’re not fully satisfied or the shoes are unsuitable, too large, too small, or the color is not exact to what you see on the screen, simply return the article within 14 days of receipt for exchange or for a refund. In these cases, we do not refund the return shipping costs. Please note that we cannot accept returns of goods that have been worn or sales articles unless they are faulty or damaged. The exchange process lasts approx. 2 to 12 days At the point of dispatch we will email you a dispatch confirmation.

  • Articles that are Not Returnable
    Please note that we cannot accept returns of goods that have been worn or sales articles or articles that were purchased from other sellers.

Materials

Smooth Leader The leather we use is super thick yet supple. Natural leather stands out through its unique surface structure and its naturally occurring varying color scheme. We do not use any artificial dyes to cover up these genuine differences, but leave them the way nature intended. Thus, the leather retains its pores.

Embossed Leather BIRKENSTOCK's embossed leather has a particularly expressive character. Natural color tones and a bark-like surface structure convey exclusiveness and quality.

Suede Only about half of a large hide can be used for our suede uppers. The usable piece is an extra strong and thick leather yet extremely supple and durable. As with our other leathers the naturally occurring differences in surface structure are unavoidable and are a welcome proof that only genuine leather is used.

Plant-Tanned Leather Tanning leather using bark mulch lends leather a particularly noble appearance. This process employing plant extracts creates a variety of color accents. The leather receives a very expressive and intensive sheen, both in color as well as brilliance.

Pure Wool As with all other materials employed by BIRKENSTOCK, the selection of the wools we use is of highest quality. Pure wool naturally possesses highly functional properties, is proven in all weather and protects against a variety of environmental influences. In cold weather, pure wool keeps feet warm, in warm weather the effect is that of comfortable coolness.

Microfibre This extraordinary material offers an especially functional and comfortable wearing sensation. The microfibre in use for our BIRKENSTOCK sandals is a high quality material with a nubuk leather-like look. In addition to this exclusive look microfibre is very lightweight and durable, easy to clean and colorfast. Because of its breathing properties microfibre offers a very skin-friendly wearing comfort.

Nubuk Leather BIRKENSTOCK nubuk leather originates from choice grades of the best European cattle. Nubuk leather is a full grain leather whose natural characteristics are enhanced by buffing the top layer. This lends a particularly velvety finish to the leather.

Birko®-Flor Birko®-Flor is a skin-friendly and extraordinary tear-resistant material. The easy-care surface has a leather-like look. A soft fleece is incorporated into the second layer which is supple yet sturdy. Birko®-Flor is our progressive yet inexpensive alternative to leather.

Birko-Flor Nubuk® This new material has a leather-like surface structure. A separate finishing process during Birko®-Flor production refines this material to resemble our nubuk leather. Birko-Flor Nubuk® not only looks like genuine leather, it feels like it, too.

Birko®-Felt Birko®-Felt consists of a wool-pulp mixture and particularly durable sythetic fibre felt, which renders this material virtually indestructible.
It is very absorbent, extremely porous and therefore breathable. In addition to its skin- friendly properties it is very easy to clean.

FAQ’s

  • Payments FAQ
    1. When will my order be processed?
      Your order will be processed after it is paid.
    2. Can I send the credit card details per e-mail?
      No, you can not. It is not recommended to do that due to security. Please use fax or phone.
    3. Can I change the payment method?
      Yes, you can change the method except for "Credit Card Internet". Please email us with your new payment method and we will make the change for you. In case of "Credit Card Internet", you have to place a new order online.
    4. Why was my order declined?
      Orders can be declined for a number of reasons - we have listed a number of these reasons below to help you identify the problem.
      • Your transaction may be declined or held if you are using a Credit Card in a different Country to the one it was issued in (e.g. if you are using a Credit Card in Europe that was issued in the USA).
      • If you are trying to make a large purchase then it's possible that your Credit Card has either reached it's maximum credit limit or daily transaction limit.
      If your Credit Card transaction is declined then you should contact your Credit Card issuer for further information on why your order was declined. They will be able to let you know how to rectify the problem.
    5. How do I know for sure that my order is in process?
      You will receive an e-mail confirming your order.
    6. Do I have to Pay Taxes?
      Delivery to Countries within the European Union: You do not have to pay any tax upon receipt of your order. Our prices include the VAT.
      Delivery to Countries outside the European Union: You could be liable to pay duties. We suggest you contact your local customs office to establish what charges you may incur.
    7. What is the security number (control number)?
      Formerly, when you used credit cards on the internet you provided the card number and the expiration date. Since April 1st 2002 you must also provide the control numbers of the card. This extra control has been introduced to increase safety with internet payments.
      The CVV/CVC and CVN are special numbers to avoid misuse of the credit card.

      The CVV (Card Verification Value) is the number issued by VISA
      The CVC (Card Verification Code) is the number issued by Eurocard/MasterCard
      The CVN is the number issued by American Express.

      The CVV and CVC is a 3-digit number which can be found on the back of the credit card in the signature field.
      The CVN (Card Verification Number) is a 4-digit number printed to the right of the credit card number on the front of the card.
    8. After I pay, can I get a confirmation of my order?
      Yes, you can. When an order has been placed on the website, we will email you an order confirmation with a link to your order status.
    9. What email address do I have to use to pay via Moneybookers or PayPal?
      You have to send the money to payment@tobiasmayer.com.
    10. By bank transfer can I send the remittance receipt to speed up the process?
      it is not possible to do that. Your order will be processed only after your payment arrives in our account.
  • Products FAQ
    1. What is the difference between Narrow, Medium and Regular? Birkenstock offers three different widths: Regular, Medium and Narrow. The regular width is for normal and sturdy feet, the narrow width is for thin and slender feet and the medium width is for feet between medium to narrow feet.
  • Shipping Method FAQ
    1. Why can I not see the UPS tracking number?
      Sometimes you will not be able to track your order, because of the following reasons:
      • The tracking number has not been updated. Please try again in 24 hours.
      • Some orders with date of shipment Friday can be picked up by the staff delivery the following Monday, therefore, a delay of 1 day on the estimated delivery date is possible. In this case, the tracking number will be updated Monday.
    2. Can I get a tracking number?
      The tracking number is only available for those orders whose shipping method is UPS Express/Expedited and DHL Express. Once we have sent the order, the customer will receive this number.

      Unfortunately the delivery with German Post Economy or German Post Premium does not have an assigned tracking number.
    3. My order does not arrive
      • Orders shipped via UPS or DHL Express
        Orders shipped via a traceable method will have tracking information available in the track an order page. Please check the status of your order with this number.
      • Orders shipped via German Post If the order is past the estimated delivery date and you have not received it, please send us an e-mail. As soon as we receive your e-mail, we will contact the German Post office. They need approx. 4-5 weeks to check the status of your package.
  • Return FAQ
    1. Can I return the shoes?
      Yes, you can return the unworn shoes within 14 days of receipt. For more details, please read our General Returns Policy
    2. How can I return the shoes?
      • Please put the returned shoes into the original shoe box and into a shipping box. Do not use the shoe box as outer packaging.
      • Seal your parcel securely and do not forget to mark the shipping box as a Return
      • Attach a copy of the invoice
      • Please also write a short letter with the reason for the return and if you want a refund for the shoes or if you want to exchange the shoes
      Send the shoes back to the following address: Please use the local postal service (Please don't send the shoes with UPS, Fedex or another express company)

      Tobias Mayer e.K.
      Adam-Hoffmann-str. 3
      67657 Kaiserslautern
      Germany

    3. If I do not have the invoice, can I still return the shoes?
      No, you can not. Without proof of purchase from our online shop we are unable to accept your returned shoes.
    4. How can I get the refund?
      For the following payment methods: bank transfer, credit card fax/phone, ClickandBuy and credit card internet, all the credits will be refunded on the same credit card used for the original purchase or the one you provide us later. For Moneybookers and PayPal, we will refund to your account of Moneybookers or PayPal.
    5. If the article is correct, but the colour deviates from the picture which I do not like, can I return the shoes and get a full refund?
      We are unable to give you a full refund for such case. We can only refund delivery charges if the return is a result of our error, faulty goods.
  • Spree FAQ
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