Question 1

What payment methods are there?

Accepted Answer

Klarna
In cooperation with Klarna AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment options for Germany/Austria. Payment is made to Klarna:
Purchase on account with KlarnaWhen purchasing on account with Klarna, you always get the goods first and you always have a payment period of 14 days. The complete terms and conditions for purchase on account for deliveries to Germany can be found here and the complete terms and conditions for purchase on account for deliveries to Austria can be found here.
Installment purchaseWith Klarna's financing service, you can flexibly pay for your purchase in monthly installments of at least 1/24 of the total amount (but at least EUR 6.95) or under the conditions otherwise specified in the checkout. You can find more information on hire purchase including the general terms and conditions and the European standard information for consumer credit here. Installment purchase is only offered for Germany.
Direct Debit
SOFORT Banking
Credit card
The payment options are offered as part of Klarna Checkout.You can find more information and the terms of use for Klarna Checkout  here for Germany and here for Austria.General information about Klarna can be found here.
Your personal information will be processed by Klarna in accordance with the applicable data protection regulations and in accordance with the information in Klarna's data protection regulations for Germany and for Austria treated.

Other payment methods
PayPal and Credit CardsYou pay the invoice amount via the online provider PayPal. Then you have to be registered there. or register first, legitimize with your access data and confirm the payment order to us (exception if necessary guest access). You will receive further information during the ordering process.
amazon payYou can use your payment and delivery data stored at Amazon to pay conveniently and quickly.

Question 2

How do I claim a damaged item?

Accepted Answer

Please send us a brief description of how the defect arose. 
In order to clearly show your defect, please send us 3-4 descriptive pictures by email. The error and the damage must be clearly visible.After receiving the photos, your case will be reviewed as soon as possible. You will receive feedback from us within a few days on how to proceed.Our contact details:

NL Gallery GmbH
Griesgasse 10
5020 Salzburg

Email: office@nl-galerie.com

Question 3

How can I return my items?

Accepted Answer

With us you generally have a 14-day right of return.The goods must be returned in the original packaging and with a copy of the invoice.
You bear the direct costs of the return, we can make it easier for you by using the return label that we have provided. Use the enclosed DHL parcel stamp for the return shipment. This regulation only applies to deliveries within the EU and Switzerland. Important! Returns from the EU must be handed in to a DHL Pickup parcel shop with the enclosed parcel stamp. You can find more information at https://www.paketnavigator.at. The costs for this will be deducted from the refund of the purchase price!.
If you registered the return online and printed out a parcel label yourself, hand it in at the post office.

If the parcel did not come with a parcel label, you can download it in your customer account under the menu item “Parcel label for returns” and print it out yourself. If you do not have a printer available, we will send you the parcel stamp by post. In this case, please contact us by email (office@nl-galerie.com).

Please fill out the return slip according to your wishes and enclose it and the goods in question in the package. Then stick the package label clearly visible on the return package and please make sure that the old shipping label is covered. You can drop off the package at any DHL post office.

The processing time is usually 6-9 working days after you have sent the package. For returns from abroad, the processing time is unfortunately somewhat longer due to the shipping time. Please note that returns can take up to 14 days to process in December and January. We ask for your understanding in this regard.

Question 4

How can I cancel my order?

Accepted Answer

If you want to cancel your order, please contact our customer service: office@nl-galerie.com< /p>

Question 5

How do I get my money back?

Accepted Answer

The refund varies depending on the payment method and will be made within 14 working days after the return has been processed.

KLARNA purchase on accountIf you have already paid the invoice to KLARNA, KLARNA will automatically refund you the amount within 6-10 working days after the return has been processed.
Credit cardThe amount will be automatically charged back to your credit card within 7-10 business days after the return has been processed.
Immediate transferThe amount will be automatically transferred by KLARNA to your bank account within 7-10 working days after the return has been processed.
PayPalThe amount will be automatically refunded to your PayPal account after the return has been successfully processed.

Question 6

Can I change my delivery address later?

Accepted Answer

It is not possible to change the address later. If the package is already on its way and cannot be delivered, we will cancel it after receiving it and ask you to place a new order.

Question 7

resend the invoice

Accepted Answer

You ordered via Klarna purchase on account and can't find the invoice anymore? – No problem!

Just go to klarna.de and enter your e-mail address that you used during the ordering process. You will then receive all further information from Klarna.

Question 8

Amount already transferred and no confirmation of payment received?

Accepted Answer

Please note that banks do not work over the weekend and will take 2-3 business days to process the transfer and we are unable to expedite transfers, so please be patient.As soon as we have received your payment, you will automatically receive a confirmation of receipt of payment by e-mail.

Question 9

An item is missing from my order, what should I do?"

Accepted Answer

Please check your invoice first - is there a note as to whether the item you ordered was no longer available?

If there is no comment and you still cannot find the item, please contact our customer service immediately at office@nl-galerie. com
We will need pictures of the box received, which we will review afterwards. We ask that you do not send the package back to us, keep it and also keep the delivered items. Our customer service will of course always inform you as soon as we have further information.
Of course we will try to clarify the matter in your favor as quickly as possible.

Question 10

How long is the delivery time on average?

Accepted Answer

The delivery time for the online shop NL-Galerie is 2-6 working days within the EU, longer in non-EU countries by default. But from experience we would like to point out that the post office and our DHL partner need more time on and between public holidays.

Question 11

How can I check the delivery status?

Accepted Answer

We will send you a so-called tracking code via email. This will be sent with the shipping confirmation email. You can enter this on our logistics partner's website and follow exactly where your package is.

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Question 12

My package could not be delivered and is now on its way back. What now?

Accepted Answer

Unfortunately, errors can always occur during delivery, which is why the package cannot be delivered and is returned to us by the relevant shipping service provider. In this case, please check whether you have entered all address data correctly. If the stored data is correct, we can send your package back to you after receiving it. If you have found the error in the address, we would ask you to place the order again correctly, of course we will cancel the returned shipment and refund (on payment).

Question 13

My package hasn't arrived, what can I do?"

Accepted Answer

Please first check the tracking number we sent you via email. Has the package already been delivered? Sometimes there can be delays in delivery. Possibly the package was given to your neighbors and they forgot to notify you?

If you still cannot find the package, please email our customer service to: office@nl- galerie.com and describe your request. We will surely find a solution.

FAQ