Service-Hotline +49 (0)251 - 239 4899-5 (Mo.- Fr. 10:00 - 16:00 Uhr)

FAQ´s

Placing an order

Here’s how to place an order:
1. Choose an item in the online shop and select a size.
2. Then add the item to your shopping cart.
3. Once you have added all items to your cart, click “Proceed to checkout”.
5. You can then choose whether to proceed with your order as a guest or as a registered user.
If you wish to order as a guest, enter your billing address and contact details in the next step.
6. Next, the shipping method and postage costs to be paid are displayed. Click “Continue” here to proceed to the payment information.
7. The available payment methods are displayed here under “Payment information”.
8. In the next step, an order review is displayed, where you can check that the information you entered is correct.
9. Please accept the general terms and conditions here and read the cancellation policy.
10. Depending on the payment method you choose, you will be redirected to the respective payment portal in the next step.
11. After completing your order, you will receive a confirmation e-mail from us. And that’s it!


Ordering by phone

Unfortunately, it is not possible to place an order by phone.


Returns / Exchanges

Please click the following link to download our returns form. Print it out, fill it in and enclose it with your return:

https://heathernova.merchcowboy.com/retour


Please send the goods to the following address:

Merchcowboy GmbH & Co. KG
Retourensendung
Friedrich-Ebert- Str. 7
48153 Münster, Germany

If you wish to exchange an item, please indicate this on the returns form. Once we receive the goods, we will send you a replacement item.
You are responsible for the return shipping charges; we will pay the re-shipping charges.


Tracking / Live tracking

As soon as your order is ready for dispatch, a shipping confirmation e-mail containing the tracking information will be sent to the e-mail address you provided. DPD will inform you by e-mail when your package is scheduled for delivery. (DPD Help)


Viewing the order status

You can only view the status of your order if you have registered as a user. You cannot view any orders you placed prior to registration.

To register with us, please create a user account here on our website.
This enables you to view the status of your order as well as define or modify your contact details.


Pre-ordering

An item is marked for pre-order if we do not have it in stock. You can order this item, but we won’t ship it to you until the date specified in the item description. All items that are in the same shopping cart as the pre-ordered item can also only be shipped on the specified date.


My e-ticket hasn’t arrived

Any e-tickets that you order are sent to the specified e-mail address automatically upon receipt of payment. Please check your spam folder. If you have still not received your e-ticket, please contact our service department:

order@merchcowboy.com or by phone: +49 (0)251239-48995


My package is damaged

If your package is damaged in any way upon delivery, we will enter a complaint with our carrier and you will receive a replacement from us if your complaint is deemed to be justified. This process may take up to twenty days.


Shipping costs

We charge a flat rate for shipping, irrespective of the value of the goods ordered. This comprises the shipping costs, the packaging material and the working hours. All our packages are sent as insured packages so that they are covered by the carrier in case of loss.


My package hasn’t arrived yet

If you have not received your order after seven days and the tracking information does not indicate why delivery is delayed, please contact our service department directly:

order@merchcowboy.com

We will then investigate the matter further with our carrier.


Payment methods

As a rule, you can choose between the following payment types:
PayPal
Credit card (Visa and Mastercard)
Immediate transfer
Prepayment (not always available)

In exceptional cases, we reserve the right to disable the prepayment option as this can lead to delays in payment, which prevent us from being able to guarantee the on-time delivery of the goods.
When paying by credit card, the name of the card holder does not need to match the name of the person placing the order.


Changing an order

Unfortunately, we can no longer change your order once it has been entered in our system. If you wish to change your order, please contact our service department so that we can cancel it and you can place a new order.


Cancelling an order

We can cancel your order as long as it has not yet been dispatched.
If you wish to cancel your order, please contact our service department: order@merchcowboy.com
Please note that we cannot cancel ticket orders as tickets are excluded from revocation!


Concert cancellation

In the event that a concert is cancelled, you must return hard tickets to us:

Merchcowboy GmbH & Co. KG
Friedrich-Ebert-Str. 7
48153 Münster, Germany

Once we have received the tickets, you will be reimbursed for the purchase price of the tickets.
You do not need to return e-tickets. The postage and shipping costs are excluded from reimbursement.


Worldwide ordering

We ship worldwide with the exception of the following countries for logistical reasons:
Nevertheless, if you live in one of the countries listed and wish to place an order, please send an e‑mail to order@merchcowboy.com.


I received the wrong package

We employ only people in our warehouse, not robots. Sometimes, people make mistakes! If you have received the wrong item from us or the goods you have received are faulty, please contact our customer service department. After examining your case, we will send you a returns label with which you can return the goods to us free of charge.


Customer service
 
Please get in touch with us if you have any questions. Simply send an e-mail to order@merchcowboy.com or call us weekdays between 10:00 and 16:00 on +49 (0)251239-48995.