We ship worldwide
Top customer satisfaction!
Many payment options

FAQ

Webshop and retail shop?

PATIN-A is an e-commerce company only, and does not offer on-site retail service (if you wish to pick up your order in person, you can do so in Berlin-Friedrichshain. Please call for an appointment). 
PATIN-A is there for you 24/7.

Availability of products?

We always make sure to have a sufficient quantity of the entire product range in stock for you. 
In the event of a product not being available in our shop it has, in most cases, already been ordered with the manufacturer and will be put online again shortly.
Should an item exceptionally not be available for bulk order, we will inform you immediately.
Most of our suppliers deliver very shortly. We will ship the remaining items free of charge as soon as they become available

Catalogues and brochures?

Customers very often ask why we do not have a printed catalogue.
There are two reasons for that:
● Printing costs would have to be apportioned to the products, and bring about a mark-up of every item in our range.
● Our product range is constantly updated and renewed. A catalogue would thus be outdated within a short time.

Payment?

To make sure that shopping with us is a carefree experience for you we offer many different payment options.
All payment options are free of charge for you.
We do hope that your favourite payment method will also be included ❤︎

Prepayment: 
Immediately after placing your order you will receive a confirmation e-mail containing the bank transfer information and the amount due. As soon as your money transfer is entered into our account, we will ship your order.
We kindly ask customers from Germany and EU-countries (for instance Austria, France, BeNeLux-countries, Ireland, etc) to make their bank transfer on this account:
Hypovereinsbank
IBAN: DE36100208900355415171 - BIC/SWIFT: HYVEDEMM488
For customers from non-EU-countries (for instance Switzerland, Norway, USA, etc.), please transfer money on this account:
Deutsche Skatbank / VR-Altenburger Land
IBAN: DE1883 0654 0800 0497 9605 - BIC/SWIFT: GENODEF1SLR

PayPal: 
PayPal payments in EUR are always free of charge (for you as a customer), and it only takes two clicks, since your data is conveniently secured in your PayPal account. PATIN-A can process your order immediately with direct payment via PayPal, so that you receive your shipment promptly. With PayPal you have the option to pay by credit card, direct debit, or money transfer.

Credit card: 

Payments by credit card are very popular and very easy. Just enter your card number, the expiration date and the three digit security code.

SOFORT:
From 2018 on we offer payment by SOFORT. With SOFORT you can make your payment simply with your bank account. It’s very easy and the payment is immediate.

Apple Pay:
We also offer Apple Pay as a payment option. Unfortunately Apple Pay is not yet available in all the countries. As soon as it is available in your country we shall activate it.

iDEAL:
This payment option is very popular in the Netherlands. As we have many customers from the Netherlands we are happy to offer it.

Bancontact:
Bancontact is the most important payment method in Belgium. If you enter Belgium as billing or shipping country this payment option will be displayed.

Payment in cash: 

If you live, work or are on vacation in Berlin, you are welcome to come to our premises and pick up the order you have placed. Our office and stock are located at Rudolfstr. 1 (courtyard / basement) in Berlin-Friedrichshain (subway and tram stop: Warschauer Strasse).

On Account:
All customers from Germany have the option to purchase on account. However, we reserve the right to reject certain invoice requests. There is then still the possibility to receive the order by prepayment.
This applies to customers outside Germany:
Costume-, scene-, set-, and production designers, make-up artists, plus staff as well as theatre and film production companies have the option to purchase on account with PATIN-A.
We will ship your items directly after receiving your order. If you order with us for the first time, and one of the aforementioned affiliations apply to you, please call us or send an e-mail prior to ordering.
The invoice will always be enclosed in your parcel, and is payable on receipt within 14 business days. This also applies to public administrations and institutes.

Claims & Returns ?

This applies to private customers: Since customer satisfaction is our highest priority, we accept all product returns within 14 days. Sanitary articles though are not returnable. We appreciate your cooperation.
For returns within 14 days (from the day of delivery) you will get a refund.
Companies do not have a right of return - unless the goods are defective.

Warranty terms?

Our products come with a standard guarantee of one year, and a two-year warranty from the date of purchase. PATIN-A will examine the product for eligibility of a warranty claim. 
➔In case of a warranty claim: 
What is being done to solve the problem?
If a warranty claim is valid, the defective product will be repaired, or replaced with an identical or similar product. 
In the event that PATIN-A no longer carries the particular product, we will offer you a compensatory replacement. Where applicable, we offer financial compensation taking into account the service life of the damaged product. 
➔Please refer to our terms and conditions.

Minimum order value?

PATIN-A is a specialised mail order company and strives to maintain a high standard when processing and shipping orders. For cost reasons we regret that shipping of goods under a value of 7.50 Euro is not possible. 
If you do not reach the minimum order value of 7.50 Euro our basket will automatically add a minimum order surcharge of 5.00 Euro. This will disappear as soon as you have reached the minimum order value of 7.50 Euro.

Time of delivery?

We ship nationwide and internationally via GLS and DHL.
Unfortunately, we have no way of expediting the shipping process, but we guarantee same-day GLS shipping for orders we receive prior to 2:00 pm CET. 
For shipping with DHL, the deadline is 1:00 pm CET (as the parcels have to be collected earlier).  

GLS:
GLS promises a delivery time within Germany of two days (except Saturdays, Sundays and holidays) 
and, according to them, manages to deliver 90% of the orders the following day (except Saturdays, Sundays and holidays). We can confirm this from our own experience, as very few parcels take two days. This is what we can say from our own experience too: (but please note that official information from GLS gives other run times): through GLS, deliveries to BeNeLux countries, Austria, France, Great Britain, Switzerland and Spain have become much faster. Depending on the country, deliveries take between one to three days (except Saturdays, Sundays and holidays) - three to seven days to Eastern Europe countries and NON-EU countries (except Saturdays, Sundays and holidays).
GLS Guaranteed 24 h - if you place your order between Monday and Thursday until 2 p.m. 
GLS guarantees delivery for the next day. A particular delivery time cannot be taken into account with this shipping option. (GLS offers this service only for deliveries within Germany). 
We can offer this shipping option from Monday to Thursday only as GLS does not deliver on Saturdays, Sundays and holidays. 

DHL:
Now we also ship inside Germany with DHL.
To many countries shipping with DHL is cheaper than with GLS. However, the shipment will take much longer and in most cases tracking of the parcel will not be possible either.
In the categories 'Payment' and 'Shipping' you will find detailed information about the shipping costs and times of delivery.

We recommend GLS if you need the goods quickly and easily. 

Google customer reviews ?

We work with Google Inc. („Google“) as part of the Google Customer Reviews Program in order to offer our customers the assurance of an excellent online shopping experience.
Your email address, order number, the delivery country and delivery date will only be transmitted to Google if you use 'Google Customer Reviews‚ by clicking on an opt in module during the order process.
By voluntarily participating in this service offered only by and via Google, you agree to the terms of use established by Google for this purpose which can be viewed here and for which PATIN-A cannot assume any liability.

If you have any questions - no matter, how many - just ask - our office hours are 11am to 4pm and if nobody answers the phone - please leave a message - we will call you back as soon as possible!

From Germany: 030 - 609 333 17
From all other countries: 0049 - 30 - 609 333 17

We have a little request:

If you are satisfied with our service, we would very much appreciate your positive feedback at 'Ausgezeichnet.org' (please click on the 'ausgezeichnet.org' graphic with the asterisks below in the black footer - you will be redirected to the rating page!)

We are also a member of the dealers’ association Haendlerbund.

 

Mitglied im Händlerbund

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