FAQ

How can I place an order?

You can easily order online with us. Right here on our website: www.ambou.de. Now place your order easily and receive it within the next few days.

No internet access? You can also place your order with us by phone. Our Customer Service team will be happy to advise you:

SERVICE HOTLINE | +49 15752482012 Mon. - Fri. 08:00 - 18:00 hrs

How can I cancel my order?

Do you want to cancel your order shortly after purchase? Please send us an email directly at fragen@ambou.de or call us at: +49 15752482012 Mon. - Fri. 08:00 - 17:00 hrs.

Because we process and ship your order in our warehouse quite quickly, it may sometimes be that we can no longer cancel it for you. In these cases you can simply refuse to accept the package. As soon as we have received it back, we can refund your purchase. Alternatively, you can also return the package to us yourself within the first 50 days after receipt. For this, it's best to contact our customer service at fragen@ambou.de

Please ensure that the items are clean, unwashed and unworn. 

When will my order be shipped?

Your order is ready for dispatch in 1-3 days and will be handed over to our shipping partner DHL. Our delivery time is usually 2-4 working days, unless otherwise stated on the item.

How do I return my order?

To return an order, you can simply contact our customer service at fragen@ambou.de. They will help you create a return label.

Is an item still available for delivery if it is no longer visible online?

Did you open an item online but all sizes are sold out? Simply contact us, stating the item name and the desired size. fragen@ambou.de. Our customer service will be happy to tell you when the item will be available again.

Can I also place bulk orders with you?

We also, of course, supply business customers and can coordinate larger quantities. We offer attractive terms - please contact us at  fragen@ambou.de, and we'll be happy to advise you personally. 

My item is defective. What can I do?

Of course we're sorry if you receive an item that does not meet our quality standards. We're happy to help you with the return. Simply contact us by e-mail or phone.

SERVICE HOTLINE | +49 15752482012 Mon. - Fri. 08:00 - 17:00 hrs

Email:  fragen@ambou.de

I received an item that I did not order. What can I do?

We apologize if you received the wrong item. Please contact us and we'll help you get the correct item.

CUSTOMER SERVICE HOTLINE | +49 15752482012 Mon. - Fri. 08:00 - 17:00

Email: fragen@ambou.de

How do I change or cancel my order?

It's best to contact us directly at fragen@ambou.de and we'll see how we can help you.

What can I do if I entered the wrong address when placing my order?

It's best to contact us directly at fragen@ambou.de and we'll see how we can help you. Depending on which stage of the shipping process your order is in, we can change the address immediately or we may have to wait until it has been returned to us so we can resend it to the correct address.

How can I purchase an AMBOU gift voucher?

You can purchase an AMBOU gift voucher from us. Our customer service will be happy to assist you with that:

SERVICE HOTLINE | +49 15752482012 Mon - Fri 08:00 - 17:00

Email: fragen@ambou.de

Usage instructions for discount codes / promotions

Discount codes / promotions have a limited validity period, which is always stated on the voucher. Please also note the minimum order value and make sure to enter the discount code correctly.

What shipping options are available?

We ship with DPD. As soon as your package has been handed over to our shipping partner, you will receive a shipping confirmation with a link to track your parcel. Your selected items will be with you within 3-5 business days. Deliveries are not made on Sundays and public holidays.

Do you charge for shipping?

Our shipping costs are 4,95 € including VAT within Germany. No shipping costs apply for orders of 50€ or more.

For urgent or express- shipments please contact us by phone at +49 15752482012.

The first exchange is free of charge. If the entire order is returned, the customer must cover the return shipping costs.

I have ordered, where is my merchandise?

Our delivery time is 2-4 business days. If you have commissioned an item with us for embroidery/printing, the delivery time is up to 15 business days. After handover to our carrier you will receive a tracking link that allows you to view the status of your delivery. Deliveries are not made on Sundays and public holidays.

Do you ship goods abroad? You can't enter that in the webshop.

You can access our online store in Germany, Austria, Switzerland, France, and the Netherlands by adding the appropriate country code to the end of the web address. Would you like to receive your order in another country? We ship our parcels across Europe, with dispatch from the relevant location. Please contact our customer service at fragen@ambou.de to place your order and for further information - we’ll be happy to assist you!

Do you offer express shipping?

Please contact us by phone. In exceptional cases, express deliveries are possible (costs on request):

Free SERVICE HOTLINE | +49 15752482012 Mon - Fri 08:00 - 17:00

Email: fragen@ambou.de

How long is the delivery time?

Please refer to the delivery time in your order confirmation; as a rule the delivery time is 3-5 business days, provided the items are in stock. If one/more items are not available, we will ship it/them free of charge once available.

Why haven't all of my items arrived?

We're sorry if your order was not delivered in full. It sometimes happens that we send an order in multiple partial shipments. Follow-up deliveries are free of charge. Please first check your order confirmation to see whether the order will be delivered in multiple packages. Otherwise, please contact us if anything is unclear.

I received a damaged package. What can I do?

We are sorry if a damaged package was delivered to you. Are the items also damaged and would you like to return them? Please contact us and we will work together to find a suitable solution:

SERVICE HOTLINE | +49 15752482012 Mon. - Fri. 08:00 - 17:00 hrs

Email: fragen@ambou.de

I haven't received my order. What can I do?

We are sorry that you have not received your order. Please contact us on our toll-free hotline +49 15752482012 or send us an email at fragen@ambou.de. We will clarify the matter for you.

My shipment tracking link / tracking link isn't working. What can I do?

Please note that the postage tracking link / tracking link is only active once your shipment has been handed over to DHL and registered in their system. Please try again after 24-48h.

Size guide

In our webshop you will find the menu item "Size Guide & Care Instructions" at the very bottom. There you can search specifically for your needs. 

I no longer want to receive the newsletter. What can I do?

If you no longer wish to receive our newsletter, please click the marked link at the very bottom of our newsletter or notify us by e-mail. E-mail: fragen@ambou.de

Please note that for technical reasons you may still receive the next newsletters even after unsubscribing.

I don't want to receive a catalog anymore. What can I do?

If you do not wish to receive any further catalogs from us, please let us know by email at: fragen@ambou.de

Please note that you may still receive 1 - 2 catalogs after unsubscribing, as they have already been prepared for shipment.

How can I change my personal information (e.g. name, address, email address)?

You can change your personal details in the settings of your customer account.

1. Sign in to the webshop: Click "Sign in" at the top right of the webshop and then enter your email address and your password. Click "Sign in".

2. Open your personal account ("My Account"): Here you can update your personal details. ("Edit" or "Personal Details" in the left-hand menu)

How can I delete my customer account?

If you would like to delete your customer account, please contact us.

Free SERVICE HOTLINE | +49 15752482012 Mon. - Fri. 08:00 - 17:00 hrs

E-mail: fragen@ambou.de

How do I create a customer account with AMBOU?

Please go to this link: 

Then fill in all fields and create your own customer account.

How do I request my data?

You can find all relevant information in your customer account. To do this, click "My Account" at the top right - and then navigate through the left-hand menu. Can't find the information you need? Please contact us:

Free SERVICE HOTLINE | +49 15752482012 Mon. - Fri. 08:00 - 17:00

Email: fragen@ambou.de

Are my login details protected on AMBOU?

Your login details are protected in accordance with our privacy policy: 

Are returns free?

All returns are free of charge for you; a return label is included with every shipment. If you do not find a return label in your package, please contact our customer service:

SERVICE HOTLINE: +49 15752482012 Mon - Fri 08:00 - 17:00

E-mail to fragen@ambou.de

I returned an item. How do I request a new invoice?

Did you return part of your order? Normally you will receive the invoice for your order showing the credit automatically by email (provided your email address is registered with us). You will not receive a new invoice.

Do you have the invoice to hand and know what you returned? Simply subtract the total of all returned items from the overall invoice amount and transfer that sum to the account specified (as shown on the payment slip or the invoice).

Has my return arrived?

If your email address is registered with us, we will notify you by email upon receipt and subsequent processing of your return.

How will the refund for my return be processed?

Did you pay by credit card or PayPal? Then you don't need to do anything, because the refund will be automatically credited to your credit card or bank account after processing by our returns department.

Have you returned goods and already paid the invoice/advance payment for them? For a refund, please provide us with your bank account details (IBAN).

Return policy

You can return unworn, unwashed, and clean items within 14 days - the period applies from the day your package was delivered.

Where can I drop off my return?

You can drop off your return package at a Deutsche Post /DHL branch as well as at Packstations. You will find the free return label in your package.

Can I return multiple orders together?

Yes, you can return multiple orders together. It's important that you include the corresponding return slips.

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Can I exchange an item directly?

Have you paid by credit card /PayPal? Since your return will then be credited automatically, we ask that you place a new order for your desired items. For all other payment methods, a direct exchange is possible. If you have any questions, please contact us:

SERVICE HOTLINE | +49 15752482012 Mon. - Fri. 08:00 - 17:00 hrs

Email: fragen@ambou.de

An item is damaged, what can I do?

You can claim damaged items. Please fill out the returns form and place it together with the damaged goods in the package. You will find the returns form together with the return label inside the delivery package.

I don't like an item, what can I do?

As part of your statutory right of return, you may send one or more items from your order back to us without giving any reason within fourteen days from the day you received the shipment. Please ensure that the items are clean, unwashed and unworn. Please use the return label included in the package. Items custom-embroidered or custom-printed to your specifications are excluded from the right of return.

Tip: Order your desired item first without embroidery/printing. That way you can check whether the item is the right size/fit.

An item doesn't fit me, what can I do?

As part of your statutory right of return, you may return one or more items from your order to us without giving a reason within fourteen days from the day you received the shipment. Please ensure that the items are clean, unwashed and unworn. Please use the return label included in the package. Items that have been individually embroidered or printed according to your specifications are excluded from the right of return.

Tip: Order your desired item first without embroidery/printing. That way you can check whether the item is the right size/fit.

When will the direct debit be charged?

The debit will be made approx. 14 days from the invoice date.

My voucher code could not be redeemed.

If you want to redeem a voucher code, you can do so in the webshop under your order total in the shopping cart. When redeeming the code, make sure that you meet the specified minimum order value and observe the validity period. Please also consider capitalization.

How do I add a coupon code to my order?

You can redeem a voucher code in the webshop before checkout. To do this, first select the items you want and then click on your shopping cart. Under the order total you will find the field "Do you have a voucher code?". Click on it, enter the code and then click "Add". The voucher amount will then be deducted directly from your order total. Alternatively, you can also redeem the voucher code when placing your order by phone.

How can I get a copy of my invoice?

Would you like to request a copy of an invoice? Please let us know. Please include your customer number to fragen@ambou.de with.

Payment in advance

You selected payment by invoice, but we can only offer prepayment or cash on delivery. According to our Terms and Conditions, we carry out credit checks for the payment methods invoice and direct debit. The review of your data has shown that we can only offer the payment methods prepayment and cash on delivery.

For prepayment, your order will be shipped as soon as the payment has been received by us. The items will be reserved for you for 7 days.

Payment by invoice

If you pay by invoice, payment is due within 14 days of receipt of the delivery. Of course, you only need to pay for the items you keep.

Payment by credit card

Pay conveniently and securely with your credit card. We accept MasterCard and Visa.

Payment via PayPal

We accept the payment method PayPal, secure and convenient.