FAQ

Brand Addition Ltd. is an international merchant organization hosting and operating the Schneider Merchandise Store, including the management and fulfilment of all the orders.

Customer service, as well as hosting and operating of the Schneider Merchandise Store, is provided by Brand Addition Ltd. The team handles email requests sent to schneiderhelpdesk@brandaddition.com Monday to Thursday between 9:00 am and 6:30 pm (CET) and Friday 10:00am and 5.15pm (GMT), excluding UK Public Holidays and the whole period from December 24 to January 2.

Once you complete your purchase, you will receive an order confirmation which will contain your order reference number and order detail. Upon dispatch of your order, an email will be sent to you with tracking information. You will be able to use this to track your order. If you need updates between order placement and dispatch, please reach out to our customer service team at schneiderhelpdesk@brandaddition.com

You can cancel your order at any point before it leaves our warehouse. Once your order has been dispatched, we are unable to cancel, but we will work with you to return and refund the order.

Send us an email to schneiderhelpdesk@brandaddition.com, including the order number and the description of the product you wish to return, and we can usually arrange the return of most products within 28 days. Your items must be new, unused or unworn, unwashed, in their original packaging, and not damaged or altered in any way. Please note that, except under certain circumstances, you will have to cover the cost of return postage. We advise that you use a tracked or registered mail carrier service for the return and keep proof of receipt from the courier.
We can collect your return if sending it yourself is difficult. Get in touch if you would like a quote.

You will only be refunded for shipping for returning your items if the goods are damaged or incorrect on arrival.

Every so often, mistakes do happen, but we do our best to fix them and correct any issues that may arise. If you have noticed that we have made a mistake with your order, please contact us at schneiderhelpdesk@brandaddition.com, and we will investigate. Please always include your order number when emailing customer service.
We take great care with our product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colours, we unfortunately cannot guarantee that the product you receive will look exactly as you see it on your computer screen.

Drop us a line at schneiderhelpdesk@brandaddition.com, and we will arrange a refund/replacement for faulty goods. If you could include your order number, a brief description of the fault, and a digital photo of any visible issues when getting in touch, it will help us to resolve the problem faster.

For all orders a Purchase Order must be raised and shared ahead of the order being despatched.

Our site only accepts payments in EUR. All Purchase Orders need to be raised in EUR.

All Schneider Merchandise store orders are shipped from Germany. Thus, for EU deliveries, no duties or taxes relating to shipping will be applicable*. For all regions outside of the EU, duties, taxes, and customs clearance may be applicable. Please see the Carriage and Delivery section for more details. * Please note this is different to VAT and where applicable this will be applied; this will appear as “tax” at checkout.

We currently offer worldwide shipping, except to the following countries: Belarus, Cuba, Iran, North Korea, Sudan, Syria, Russian Federation, Turkmenistan, and Ukraine. At checkout, you will be presented with this list of countries we cover.

We use a variety of couriers based on content of the order and delivery Country. All of the available delivery options will be visible at checkout.

Standard shipping to all EU Countries is free – for delivery outside of the EU or express shipping pricing is calculated at checkout depending on what is in your order and where it is being delivered to.

All Schneider Merchandise Store orders are shipped from Germany. Thus, for EU deliveries, no duties or taxes will be applicable. For all regions outside of the EU, duties, taxes, and customs clearance may be applicable.
For shipments from our European facility to destinations outside of the EU, where available we will offer a Duties and Taxes Paid (DTP) service to undertake additional tax and import charges on your behalf. If this is available to you, you will see “import charges” applied at checkout.

If you do not see “import charges” it may be that a) import costs are included to some non-EU European destinations, b) we are unable to offer a DTP service to your region or c) your order may fall below the De-minimis value. De minimis value is a price threshold for import-export. If the total value of goods & freight is below this threshold, there is an expectation that duties will not be levied upon import (however local customs may interpret valuations and costs may vary). For a breakdown of the options by country and estimated de-minimis value please click here (link to table attached).
If costs are applied, but you wish to handle your own clearance and payment of duties, please contact our helpdesk to advise immediately after order placement, and we’ll send your order on a DAP service instead.

All of our orders are shipped from our warehouse in Gelsenkirchen, Germany. The delivery time can vary depending on where the order is being shipped. The estimated shipping time depends on your location and will be displayed to you at checkout. If the delivery time is critical, get in touch with our Customer Support team, and we will try our best to find a way to meet your deadline.

As soon as you’ve placed your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. Upon dispatch of your order, an email will be sent to you with tracking information. You will be able to use this to track your order. If you need updates between order placement and dispatch, please reach out to our customer service team at schneiderhelpdesk@brandaddition.com.

From Monday – Friday, orders made before 11:00 am (CET) will be dispatched by our courier that same day and delivered by your choice of courier. Orders made after 11:00 am (CET) will be dispatched the next working day and also delivered by your choice of courier.
We don't dispatch or deliver on weekends or public holidays, and orders may take longer to reach certain destinations.

All deliveries will be made via a courier service, and a signature will be needed. Please make sure that someone is at the delivery address, as carriers are unable to leave consignments anywhere without a signature. Should this be an issue, get in touch with us at schneiderhelpdesk@brandaddition.com, and we will work with you to figure out a solution.
If you miss your scheduled delivery and the package is returned to us, we will then contact you to discuss redelivery options with you.