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 A catalogue would thus be outdated within a short time.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?

We offer four payment options:

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 is the quickest and easiest way. 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. From outside the European Union payments can be transferred at a relatively low banking fee.

Credit card: 
From 2014 on we offer payment by credit card. This payment option is free of charge for you and is very easy.

Payment in cash: 
If you are in Berlin, you are welcome to visit us at our office, and pick up your order. We accept cash only, since we do not have the facilities to charge your credit or debit card directly. Our office is located at Rudolfstr. 1 in Berlin-Friedrichshain (subway and tram stop: Warschauer Strasse).

On Account: 
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 you placed the 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 ?

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.

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.

Time of delivery?

We ship nationwide via GLS and internationally via DHL and GLS. 
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. 
DHL can only be shipped the following working day.
 
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:
We only ship outside 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. 

If you have any questions - no matter, how many - just ask - our office hours are 11a.m. to 4p.m. 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
 

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