HELP / FAQ

AN ORDER

As soon as you order something from us, you will automatically receive an order confirmation at the email address you provided. Please also check your spam folder, as automated emails can sometimes end up there by mistake. If you don't find anything there either, please contact us using our contact form .

As soon as we have produced your order and handed it over to the shipping service provider, we will send you a shipping confirmation including the shipment number and, if applicable, a tracking link by email.

Please also check your spam folder.

If you have not received a shipping confirmation, you can contact us via our contact form and we will send you the shipping confirmation again.

Please note that delivery of your package can take 3 - 5 working days (within Germany) . Shipping to all other EU countries can take 7-10 working days .

To ensure that your order is dispatched as quickly as possible, it will be sent to our production department and processed immediately after it has been completed. Subsequent changes (e.g. to your address) or cancellation of the order are therefore no longer possible.

Please simply send your order back to us as a return after receipt.

Please note that we do not offer free returns. Therefore, we ask you to always check the details you have provided to avoid unnecessary costs.

Unfortunately, we do not offer the option of placing an order by telephone. However, you can always place your order via our online shop.

Unfortunately, it is not possible to reserve items because we give every customer the same opportunity to purchase.

Our customer service is available on weekdays from Monday to Friday by email at info@scene-supply.com or via our contact form . We always endeavor to process your request within 24 hours on working days.

Please note that due to increased order volume (e.g. special sales, holidays) waiting times may be slightly longer.

Please always include your order or customer number in your messages to our customer service to enable prompt processing.

If you have not received a response from our customer service within 48 hours, please check your spam folder . Unfortunately, messages can sometimes end up there by mistake.

PAYMENT

APPLE PAY

Apple Pay works easily with the Apple devices you use every day. You can use it to shop and pay securely with us and store your various cards in your wallet. The transaction data is not transmitted or stored and therefore remains confidential and secure. Apple Pay is only available in the Safari browser.

GOOGLE PAY

Google Pay is a quick, easy payment method. Google Pay protects your payment information with multiple security layers. This means your account is always safe.

PAYPAL

PayPal is an online payment service that allows you to pay online securely, easily and quickly. This is how it works: You enter your data once in a PayPal account. After submitting your order with us, you will automatically be redirected to PayPal. There you enter your stored email address and your personal password. Then you confirm the payment.

KLARNA

Klarna offers you smart shopping and flexible payment methods. Decide whether you want to pay immediately, in up to 30 days, in 3 interest-free installments or in instalments. With Klarna, you decide how much you pay and when. Choose from flexible payment methods that suit your budget.

CREDIT CARD (MASTERCARD | VISA | AMERICAN EXPRESS)

With us you can pay conveniently and securely (3D Secure code required) with your credit card. We transmit credit card information securely and encrypted to our credit card provider Adyen, which meets all necessary security requirements thanks to PCI DSS Level 1 certification.

SHOP PAY

Shop Pay is an accelerated checkout option that simplifies your shopping experience in our store. Shop Pay lets you save your email address, credit card, shipping and billing information, making the checkout process faster and more convenient. Enabling Shop Pay will give you a seamless and efficient checkout experience.

UNION PAY

With the Union Pay payment option, you can conveniently pay with your Union Pay debit or credit card. Your data is transmitted encrypted and is protected by a 3D Secure security certificate.

SHIPPING & DELIVERY

We strive to produce and ship your order as quickly as possible. Shipping by our shipping service provider takes between 3 and 5 working days (within Germany) and 7-10 working days in all other countries.

Please note that due to increased order volume (e.g. special sales promotions), delivery times may be slightly longer.

We thank you for your patience and understanding.

The following conditions apply:

Delivery is made domestically (Germany) and to the following countries: Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus. Shipping costs (including statutory VAT)

Domestic deliveries (Germany): We calculate the shipping costs according to shipping weight:

Standard (Germany):
up to 360g: 4.99€ / from 360g: 6.99€

Oversized (Germany):
from 450g: 11,98€
Deliveries abroad: We calculate the shipping costs abroad according to shipping weight:

Standard (EU):
up to 360g: 4.99€ / from 360g: 6.99€

Oversized (EU):
from 450g: 11,98€

As soon as we have produced your order and handed it over to our shipping service provider, we will send you a shipping confirmation with your shipment number and tracking link by email.

If in doubt, please also check your spam folder, as these automated emails sometimes end up there by mistake.

If your order has not yet been delivered, there is no need to worry. Due to the increased volume of orders worldwide, the shipping service provider may be overloaded, causing packages to pile up in the respective centers and delaying delivery by a few days.

If your order has not moved after a few days, you can contact our support team using the contact form . Please note, however, that we can only investigate if the package has not moved after approximately 10 working days .

Unfortunately, it may happen that your order could not be delivered for various reasons. The package will then be returned to us.

In this case, we will contact you by email after we have received the goods and ask you if you would like to have your order sent again.

If we respond within 48 hours , we can resend the package to the address you provided. If we do not receive a response within 48 hours, your order will be treated as a return and we will refund the amount to the payment method known to us.

RETURN / EXCHANGE / COMPLAINT

It's a shame that you are not satisfied with the product you purchased from us. Of course, in this case you can make use of your right of return.

If you would like to exercise your right of return, you can simply register your return within 14 days by sending an email to info@scene-supply.com . Please include your order number and the reason for the return.

We do not offer free returns and the customer must bear the respective return costs themselves.

Returns should be sent to the following address:

Danny Güldener Media / Scene Supply / Markgrafenstraße 13, 47166 Duisburg, Germany

Please note that we can only accept returns of goods that are in their original, unworn condition. Please always use a shipping box when returning items.
Unfortunately, we cannot accept returns that are sent unprotected.

If you paid in advance or by direct bank transfer, we will need your bank details for the refund. Please include these in your email.

As soon as we receive the return, it will be checked and the refund will be initiated if necessary.

We endeavour to process all returns as quickly as possible. Please allow up to 5 working days for processing (after receipt of the goods). We are also happy to help with guarantee or warranty cases by email at info@scene-supply.com .

If your package has already arrived with us according to the tracking information, please give us some time to process your return (on average 5 working days ). As soon as your return has been checked, you will be notified by email and a refund may be issued to you. Depending on the payment method, this will take a further 2-3 working days.

If we have any questions about your return, we will contact you by email.

Refunds are usually made within 2-3 working days after the return has been processed. Depending on the payment method and credit institution, it may take a little longer. Refunds will generally only be made using the same method you used to place the order.

Unfortunately, it appears that the item was not returned to us in its original condition. Our returns department thoroughly checks all returns for condition, defects or odors.

If an item has defects, we unfortunately have to reject your return as we cannot resell the item.

You are welcome to reply to the email regarding the return rejection and describe the situation to us.

Our products are produced individually for your order. Therefore, we always ask you to use our size chart to select your optimal size before placing your order.

We are currently unable to offer an exchange for a different size. If your selected size does not fit, simply send us your order as a return.

Please note before placing your order that we do not offer free returns. We at Scene Supply are at the beginning of our journey and are always striving to be able to offer this option as soon as possible. We thank you very much for your understanding.

Of course, you can always place a new order with a different size in our online store.

This is of course very annoying and absolutely not the standard at Scene Supply .

In this case, we ask you to contact our customer service by email at info@scene-supply.com or use our contact form . For this we also need pictures of the damaged item or the faulty item including the outer packaging. After receiving the email, we will discuss the case with our complaints department and get back to you promptly by email.

We also ask you to keep the outer packaging until we respond, as the damage may have been caused by the shipping service provider and we also need the outer packaging for the damage report.