• Secure payment methods
  • Original products from trusted brands
  • Shipping available in many countries

Frequently Asked Questions about SpaceCamper-Shop

Here you will find frequently asked questions and answers on the following topics:

Shipping

How long does it take to get my order?

Usually, the orders we get during a working day and which are paid with online payment types, e.g. PayPal, are picked up by DHL in the afternoon. Within Germany, these parcels are delivered within 2 to 6 working days.

When a product is not in stock, you see its delivery period on the product's page in our shop.

If you need to get your order really quick, you can select express shipping during the checkout process.

How does express shipping work?

Express shipping by UPS is available for an additional charge for deliveries within Germany during the ordering process.

In order to be able to have your order delivered the next working day, your order must be placed before 12 o'clock (noon) and paid with an online payment method, such as PayPal.

UPS Express makes deliveries Monday till Friday, except for public holidays.

Which countries are available for shipping?

Our shop ships to almost all European countries and additionally to some countries outside Europe. A current list can be found on our shipping info page .

Switzerland is excluded from our shipment. If you have the possibility to send your order to another European address, you can still place an order as a Swiss customer.

Can I pick up my order?

Yes, all orders can be picked up at our warehouse in Aachen, Germany. So if you are on your way to Germany, the Netherlands or Belgium or if you come from one of these countries, you can pick up your products right next to the country's border.

Only the warehouse is located there, which is why we have no exhibition space and no product experts on site. If you still have any questions about the products, please contact us in advance, e.g. by telephone.

Also, all payments for pick-up orders must be made in advance.

What does delivery by forwarding agency mean?

Some products in our shop are too heavy or too bulky to be sent in a parcel with DHL. These products can either be picked up at our warehouse or delivered by a forwarding agency to your curbside. In order to arrange a delivery date, we ask for your telephone number during checkout.

The costs for delivery by forwarding agency are 60 Euro. It is currently only available in Germany and Austria.

Sending so many parcels can't be good for the environment, right?

True, it's definitely not optimal. We try to work as environmentally friendly as possible, e.g. by using cardboard boxes from recycled cardboard with little to no plastic packaging.

Payment

Which payment options are available?

We offer the following payment types:

  • Pre-Payment
  • Sofort (formerly Sofortüberweisung)
  • PayPal
  • Credit card via PayPal
  • Pay upon invoice via PayPal
  • SEPA direct debit via PayPal
  • Amazon Pay

Which payment will lead to the quickest shipping of my order?

If you want your order to be shipped the day of your order, please pick one of the following payment types:

  • Sofort (formerly Sofortüberweisung)
  • PayPal
  • Credit card via PayPal
  • Pay upon invoice via PayPal
  • SEPA direct debit via PayPal
  • Amazon Pay

All of these payment types are processed equally fast.

Why are not all of the payment types listed above available in my order?

Depending on your address and selected shipping method, some payment types may not be available. We use PayPal as a payment service not just for PayPal payments but also for pay upon invoice, credit card and SEPA direct debit. PayPal may ask for information about your date of birth before processing a payment. This data can also lead to a payment type not being available.

Gift Cards

How long does it take to receive a gift card?

If you order a gift card and pay with an online payment method, within an hour you get the gift card sent to you via email as a PDF file ready to print.

Online payment methods in our store are all payment types except for pre-payment.

Is it possible to get a gift card for a specific amount?

Whether it's a date of birth, your plate number or a repdigit - all amounts are possible. Please send us an email to info@spacecamper-shop.de and we make it happen.

Returns

What is the return policy?

Within 14 days after the delivery of your order you can return products for free and receive a refund of the product's complete price.
The 14 days period starts when you or a person authorized by you receives the shipment.

These kinds of returns are part of our Revocation Policy .

Sometimes there may be a reason to return a product after more than 14 days. For more information on this, please see below the paragraph titled "It's been more than 14 days since the delivery".

Your checklist for simple returns

  • The delivery was no more than 14 days ago
  • The shipping address of your order is in Germany
  • The product can be shipped with DHL, it doesn't need a freight delivery

How to return a product

  1. Place the product in a parcel
  2. Create a DHL return label for free return shipping
  3. Attach printed return label to parcel and ship it
  4. Let us know about the incoming return, ideally via email to info@spacecamper-shop.de stating your preference of a product exchange or a refund
  5. Receive an exchange product or a refund

It's been more than 14 days since the delivery. What shall I do if I want to return a product?

If you notice any faults or damages to a product after the 14 days period, please contact us e.g. via email to info@spacecamper-shop.de or via our contact form, so we can help you.

I live outside of Germany and would like to return a product within 14 days after the delivery. How do I proceed?

In this case it may be necessary for you to pay the return shipping fee. Please send us the receipt of the shipping costs or a photo of the receipt, so we can refund them.

I'd like to return a product that was delivered by freight delivery. How does it work?

Very few products in our catalog are either too heavy (drive-away awnings of more than 30 kg) or too bulky (mft BackBox) for regular shipping with DHL. Please get in touch via email to info@spacecamper-shop.de or our contact form, so we can find a solution for the return that works for you.

Customer Account

How can I create a customer account?

You can either create a customer account independently of your order by registering here. Or you create a customer account after you have ordered. Your just finished order will then be connected to your account.

Which advantages does the customer account offer?

In your customer account you can see your previous orders and enter your address data. That helps to speed up your next order process.

Data Privacy

How is my data processed?

Your data is processed as described in our Privacy Policy . We limit the collected data to the minimum which is necessary for our online store.

I want to have all my data deleted. What should I do?

Please send us an e-mail from your e-mail address, which you have also used for your customer account or your order. We will then delete all data. Due to the obligation to retain tax-relevant documents, we may not be allowed to delete your order from our system. In this case the order will be anonymized and your personal data will be deleted.

I have concerns about the data privacy. Who shall I contact?

We are always open to hear your data privacy thoughts. You can contact us via telephone ( +49 241 957 851 58 ) or email at info@spacecamper-shop.de. Alternatively, you can contact our data security officer Bernd Fuhlert (Bernd.Fuhlert@add-yet.de, +49 2175 1655 0, Schloß Eicherhof, 42799 Leichlingen).

Customer Service

How can I contact customer service?

If your question has not yet been answered on this page, we will be happy to help you. You can reach us by phone at +49 241 957 851 58 , or send us an email with your request to info@spacecamper-shop.de. Additionally you have the possibility to contact us via our contact form.

When can I contact customer service?

We are there for you by telephone Mon - Thu from 9 to 16:30 o'clock and Fr from 9 to 13 o'clock. You can also contact us around the clock by e-mail or via the contact form. Your request will be processed as soon as possible.