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FAQ

Do you have any questions about our collection or your purchase? Below you will find answers to our customers’ most frequently asked questions regarding finding the right size, shipping and payment options and much more.

How do I choose the right shoe size?

There are no official norms dictating shoe sizing, which means that it often varies from brand to brand. To find your shoe size, please refer to our size scale, which is displayed on the product page for each pair of shoes in our collection. You can use this guideline to determine the right shoe size for you.

I made a mistake when placing my order. Can I change the information I entered after the fact?

Generally speaking, we can still make changes to your order as long as we have not yet shipped it out. If you would like to make a change, please send an e-mail to service@heinrich-dinkelacker.com as soon as possible.

Where are your shoes manufactured?

Our luxurious men’s shoe collection is meticulously assembled by experienced cobblers in our factory in Budapest, a city long known for being home to sophisticated shoemaking. Our current company headquarters, though, are located in Bietigheim-Bissingen, Germany, as is the Heinrich Dinkelacker store.

Where can I register?

To register, click on the ‘User account’ menu item. There, you can register as a new customer. If you have already placed items in your basket, you can simply proceed to checkout. When you do so, the system will also offer you the opportunity to register as a new customer and provide corresponding instructions.

How secure is it to purchase from Heinrich Dinkelacker?

Maintaining your security online is important to us. For this reason, we use the secure SSL (Secure Socket Layers) encryption method to protect your personal data from unauthorised access during transfer. You can find more detailed information about this in our Data Protection Regulations.

I forgot my password. What should I do?

To reset your password, simply select the ‘Forgot your password?’ option under the ‘My account’ menu item and follow the steps that will be described to you. We will then send you an e-mail containing a temporary password. If you experience any issues, you can naturally also contact us at: service@heinrich-dinkelacker.com

What are the available payment options?

There are a number of different payment options available to you on our site. To view these options, begin by placing the desired products in your basket and proceeding to checkout. There, you can select your preferred payment method. We provide you with the options to pay by credit card (Visa and Mastercard), PayPal or bank transfer. Please note: If you select the ‘bank transfer’ option, we will not be able to ship the product(s) to you until the owed payment has been transferred to our account.

How much does shipping cost?

Shipping is free for orders valued at $149 and above. Shipping costs $29.95 for orders valued under $149.

I did not receive an e-mail of confirmation after placing my order. How come?

There may have been a typo in the e-mail address you provided. Our order confirmation might also have landed in your Spam folder. If you cannot find it there, please contact our Customer Service, and we will send you the confirmation message once again: service@heinrich-dinkelacker.com

Where can I return the item(s) I ordered?

Are the Heinrich Dinkelacker shoes that you ordered in the wrong size, or do they fail to live up to your expectations? Would you like to return the accessories that you ordered? Thanks to our 30-day exchange policy, you can easily return items that you have ordered from us.

All returns are free for U.S. customers if the total value of item(s) being returned is more than 40.00 USD and our return label has been attached to the return package. If the total value of the item(s) being returned is 40.00 USD or less, you will have to pay the return shipping costs. To receive a return label, please e-mail us at service@heinrich-dinkelacker.com and indicate the item(s) that you would like to return. We will send the return label to you by e-mail.

If you would like to make an exchange, we will send you the new item at no additional charge. To exchange a product, simply indicate the new product you would like to receive on the return form that you received along with the item you would like to exchange.

If you send your return 'carriage forward' or as a prepaid package and fail to attach our return label to the return package, you will be billed for the return shipping costs. If you want to know more about our return process, please check out our return page.

Customers from all other countries must bear the cost of the return. If you would like to make an exchange, the new item will be sent to you for free.

The items became damaged during shipping. What should I do?

Naturally, we insure our products. In the event that the items in your order become damaged during shipping, we will immediately send replacements. Please contact our Customer Service at: service@heinrich-dinkelacker.com

How long will it take for me to receive my order?

Our service includes quick and easy delivery. If we receive your order on a workday before 2 pm, we can process it and ship it to you that same day. You will receive your order two to five days later, provided that your delivery address is in the EU. If your delivery address is outside of the EU, it will take about 6 to 12 working days depending on your delivery country.

How and when will I be informed if a certain item is not in stock?

Our product pages indicate the availability of the respective items in our range. If the item of your choice cannot be delivered at a certain time, you can easily pre-order it. As soon as the item is available once again, we will immediately process your order.

How can I contact you?

You can either reach us through our contact form or at the following e-mail address: service@heinrich-dinkelacker.com