FAQ: Ordering, Shipping, Returns & Vouchers

Once we have received and checked your return or complaint, we will refund your money within a few days (for valid claims).

Please note: The complete return process can take up to 3 weeks (inspection, invoice adjustment and payment processing). We do our best to complete it as quickly as possible.

If you received a defective or damaged item, please contact us so we can solve the issue as quickly as possible.

Please email service@albenisa.de with a short description of the problem and photos of the damage as well as the entire product.

We will take care of it and forward the case directly to the manufacturer. Of course, we will keep you updated on the status.

Please note: Processing can take 1–2 weeks because we depend on the manufacturer’s response.

The item doesn’t fit or you simply don’t like it? No problem: you can return your items within 14 days after receiving the goods.

Return address:
Albenisa GmbH
Friedensstraße 13 b
06184 Kabelsketal

To ensure smooth processing, please include the completed return form with your parcel.

Important information:

• Please make sure the items are unused and, if possible, in the original packaging.
• Return shipping costs: You (the customer) cover the return shipping costs. Please ensure proper postage.
• Refund: After your return arrives and is checked, we will refund you using the same payment method you used. For valid claims, the refund is issued within 14 days after the invoice correction. Any discounts already granted will be taken into account.
• Advance payment (bank transfer): If you paid by bank transfer, please provide your bank details on the return form or by email to service@albenisa.de (please not by phone).

Please note that the complete return processing may take up to 3 weeks.

Please also note our withdrawal information (right of withdrawal for consumers).

Yes, we also offer exchanges. Please note on the return form that you would like an exchange and specify the desired item (e.g., size/colour).

When processing your return, we will check availability. If the item is available, we will send the exchange item to you.

Yes, you can bundle returns and send them in one parcel.

Important: Please include the return forms for each order so we can clearly assign everything.

You can find the return form in your parcel, or request it via your customer account for the relevant order.

You can also access it via our returns page: https://www.albenisa.de/ruecksendung

Ordering is easy:

1. Browse our range or use the search to find your product.
2. Click “Add to cart” on the product page.
3. Click “Continue shopping” to add more items.
4. If you have a voucher, enter the code in the voucher field. The discount will be applied immediately.
5. Click “Checkout”.
6. Log in with your details or create a new customer account.
7. Enter the required information and choose your delivery address and payment method.

If you would like to cancel items from your order or cancel the entire order, please contact our customer service:

Hotline:
+49 (0)34605-22865
Monday to Friday: 12:00 – 16:00

Email:
service@albenisa.de

Please note our withdrawal information.

All available payment methods are displayed at checkout. Depending on the delivery country, some options may vary. Currently available (among others):

• Advance payment (bank transfer)
• Amazon Pay
• PayPal
• Credit card or debit card
• Apple Pay
• Google Pay
• Bancontact (available for Belgium)
• BLIK (available for Poland)
• eps (available for Austria)
• iDEAL (available for the Netherlands)
• Multibanco (available for Portugal)
• Przelewy24 (available for Poland)
• Installment purchase
• Klarna

Yes. Your invoice is automatically sent by email when your goods are shipped.

If you have created a customer account, your invoices are also available there for viewing and download.

You cannot change the delivery address yourself. Please contact our support as soon as possible at service@albenisa.de.

Would you like to receive the latest updates about products and offers and be among the first to hear about new items, specials, freebies and giveaways?

Then sign up for our free newsletter here: https://www.albenisa.de/Newsletter/

Benefits:

• Useful articles and tips on horse care and riding equipment
• Regular offers and deals for riders and horse owners
• Exclusive discounts for newsletter subscribers
• Giveaways and many other promotions

You can also find news and offers on our channels:

• Instagram
• Facebook
• YouTube

We look forward to your visit!

Redeeming a voucher is easy:

1. Select the products you want and add them to your cart.
2. Open your cart and proceed to checkout.
3. Enter your voucher code in the voucher field and confirm.
4. The voucher will be applied automatically.

Please note: usually only one voucher can be redeemed per order.

If you’re having trouble redeeming your code, please check:

1. Validity: Is the code still valid or already expired?
2. Minimum order value: Does your cart meet the required minimum value?
3. Product restrictions: Is the voucher limited to certain products/brands?
4. Exact entry: Did you enter the code exactly (including upper/lower case)?

If it still doesn’t work, please contact our customer service — we’ll be happy to help.

You can unsubscribe at any time using the unsubscribe link at the bottom of each newsletter.

For all items, the delivery time is shown on the product detail page and is also confirmed in your order confirmation.

As soon as your parcel leaves our warehouse, you will receive a shipping confirmation email. Often it arrives the next day, at the latest on the following business day (depending on the shipping route).

Please note: The delivery time for your full order depends on the item with the longest delivery time. If you ordered an item with extended delivery time, the whole order may take longer.

If you prefer a partial shipment or would like more detailed delivery information, please contact us at service@albenisa.de.

Shipping costs are €4.95 for orders below an order amount of €99. From €99, shipping is free of charge.

The order amount is calculated from the cart value (products) minus any redeemed vouchers.

Example:

• Cart value: €110
• Voucher: €10
• Order amount (€110 – €10) = €100

We ship exclusively with DHL to ensure reliable delivery to your preferred address.

Yes, you can have your order delivered to a DHL Packstation. Please follow these steps:

1. Enter delivery name: Add your Post number after your last name (separated by a space). You can find it on your DHL customer card or in the Post & DHL app.
2. Select Packstation: Enter “Packstation” as the street and the three-digit Packstation number as the house number.
3. Postal code & city: Enter the postal code and city of the Packstation.

Please note: DHL usually stores your parcel for seven calendar days (starting on the day it is placed in the Packstation).

More information:
https://www.dhl.de/de/privatkunden/pakete-empfangen/an-einem-abholort-empfangen/packstation/empfangen-packstation.html

If DHL cannot deliver due to your absence, the courier usually leaves a notification. It explains that delivery was attempted and how you can receive your parcel.

You can often request redelivery on the next business day or pick up the parcel from a DHL Packstation or post office. DHL usually stores parcels for seven calendar days before returning them to the sender.

After shipping, you’ll receive a shipping confirmation email with a tracking link and shipment number so you can check the delivery status at any time.

You can also use DHL tracking directly:
https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html

If you didn’t receive an email or have questions about the status, please contact our customer service.

Please first check the shipment status via DHL tracking. There may be an update about your parcel’s location.

If your parcel hasn’t arrived after more than 5 business days or the tracking is unclear, please contact our customer service — we’ll help you clarify what to do next.

Yes — we currently ship to the following countries (as of now):

Tip: available shipping methods and shipping costs are always shown at checkout, depending on the delivery country.

Andorra, Argentina, Australia, Bahrain, Belgium, Brazil, Bulgaria, Chile, China, Denmark, Estonia, Faroe Islands, Finland, France, Greece, Greenland, India, Ireland, Iceland, Italy, Japan, Qatar, Canada, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Morocco, Mexico, Monaco, Namibia, Netherlands, New Zealand, Norway, Austria, Philippines, Poland, Portugal, Republic of South Africa, Romania, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, Spain, South Korea, Sweden, Thailand, Czech Republic, Hungary, United Arab Emirates (UAE), Cyprus.

Please contact us at service@albenisa.de with your order number and a short description.

If possible, send a photo of the delivery note and the item you received — this helps us resolve it faster.