You can reach us by phone from Monday to Friday from 10 a.m. to 6 p.m. on +49 40 8535 8525. Or you can send us an email with your request to shop@frauhansen.de.

You can reach our store team by phone on +49 40 767 9999 50.

ONLINE SHOP

Monday-Friday: 10 am - 6pm

Saturday + Sunday: closed

STORE

Monday-Friday: 10 am - 7 pm

Saturday: 11 am - 6 pm

Sunday: closed

You will find the registration form for the newsletter at the bottom of the page (in the footer). As soon as you have entered your e-mail address and accepted the privacy policy, we will send you a confirmation link by e-mail. Once you have confirmed your registration, you are successfully subscribed and will always be kept up to date.

If you want to unsubscribe, you can do so via the "Unsubscribe" link in the email. Alternatively, you can also send us a short email with your request to shop@frauhansen.de.

Yes, you can buy vouchers from us in denominations of 20, 30, 40, 50, 75, 100, 150 and 200 EUR. You can find an overview of the vouchers here.

You can freely choose the voucher amount in the store.

Yes, your privacy and the protection of your personal data is very important to us. In compliance with data protection regulations, we only process your personal data if we are permitted to do so by law or if you have given your consent. Some of your personal data (such as your e-mail address) is required to open a customer account or to register for the newsletter. The provision of all other personal data is voluntary, but may be necessary in order to conclude and execute a purchase contract. The collection, use, disclosure, storage and protection of your personal data are described in detail in our privacy policy.

Unfortunately, you cannot currently delete your customer account yourself. Please contact shop@frauhansen.de with your registered e-mail address.
 

We will then delete your customer account immediately. Please note that this cannot be undone. For legal reasons, the order data will be stored until the statute of limitations expires.

We are always happy when someone can identify with FRAU HANSEN. If you think we could be a good match, please get in touch by emailing hallo@frauhansen.de or via Instagram.

You can find open positions here here. f there is currently no suitable position, but you think you would fit perfectly into the team, we would also be happy to receive your unsolicited application by e-mail to jobs@frauhansen.de

Yes, please let us know your preferred date during the order process in the "NOTES AND REQUESTS" field.

You can send us a message in the "NOTES AND REQUESTS" field during the ordering process.

No. You can also order from us as a guest. We will need your usual order details, but no customer account will be created. Please note that you can only view the status of your order under "My account" if you have a customer account.

We pack all orders with a lot of love. In concrete terms, this means that we pack each item carefully and wrap it in tissue paper. We also add a handwritten greeting. The parcel is also sealed with adhesive tape, on which the waving cat is depicted.

If you have a special request, please contact us before placing your order. We can then discuss all other options together. Either by e-mail to shop@frauhansen.de or by phone from Mon-Fri between 10 a.m. and 6 p.m. on +49 40 8535 8525.

• Payment in advance
• PayPal
• Purchase on account with Ratepay
• SEPA direct debit via PayPal Checkout
• Credit card via PayPal Checkout
• SOFORT via PayPal Checkout
• giropay via PayPal Checkout
• Google Pay via PayPal Checkout
• Apple Pay via Paypal Checkout
• Klarna via Mollie
• Payment with gift vouchers

If you pay in advance, you will automatically receive an e-mail from us after completing an order with all the details required for your bank transfer.

As soon as we have received your payment in our bank account, your goods will be dispatched. A bank transfer within Germany takes about 1-2 working days, for international transfers about 4-5 working days.

Safe and relaxed shopping with PayPal Buyer Protection. Your order will be shipped as soon as possible after receipt of the PayPal payment confirmation. An account is required for direct payment via PayPal. A PayPal account can be opened at www.paypal.com/signup. As soon as your bank account or credit card is registered, you can use this payment method.

PayPal will automatically debit the invoice amount due from your bank account or credit card when we have shipped your order.

How does payment on account with Ratepay work?

After placing your order, you will receive an email from Ratepay with all the data required for the transfer. The payment term is 14 days after ordering. The amount due must be transferred to the bank account of Ratepay (not to the bank account of FRAU HANSEN GmbH).

Although FRAU HANSEN GmbH remains your contractual partner, the total amount owed by you and the resulting claim will be assigned to Ratepayl in this case.

Do I need a PayPal account?

No, you do not need a PayPal account for this payment method. Your purchase does not create a PayPal account.

Are there any fees for me?

The use of Ratepay when purchasing on account is free of charge for you. We cover the associated service fees on the part of Ratepay.

However, you may incur reminder fees if you do not transfer the invoice amount due to Ratepay or do not transfer it on time. Your payment term is 14 days after ordering.

Will my credit rating be checked when purchasing on account?

Yes, Ratepay carries out a risk assessment for purchases on account. This may involve obtaining credit information from various credit agencies.

How high must or may the order value be?

Purchase on account with Ratepay is possible from an order value of 1.50 EUR. The maximum amount is EUR 1,500.00 if you have a good credit rating.

What happens if Ratepay rejects the purchase on account?

If Ratepay rejects the purchase on account, you will be notified immediately. You will then be redirected back to the order process where you can select another payment method.

I have mistakenly transferred money to the FRAU HANSEN GmbH bank account - what should I do?

If you have transferred the total amount to our bank account by mistake, please contact us as soon as possible, preferably by e-mail: shop@frauhansen.de or by telephone on +49 40 8535 8525 (Mon.-Fri. from 10 a.m. to 6 p.m.)

We will then refund your payment as soon as possible. Please make sure that you do not fall into arrears with Ratepay in order to avoid possible follow-up costs. If in doubt, you can also call PayPal customer service on 0800 7234730.

Do the billing address and delivery address have to be the same?

Within Germany, it is possible to purchase on account with different billing and delivery addresses.

Simple and convenient. You enter your bank details and don't have to worry about anything else. PayPal will collect the purchase price from your account and your order will be shipped as soon as possible after receipt of the PayPal payment confirmation.

You do not need a PayPal account for this and no account is created automatically.

Shop securely as usual with SSL encryption. PayPal will charge your credit card with the purchase price and your order will be shipped as soon as possible after receipt of the PayPal payment confirmation.

You do not need a PayPal account for this and no account will be created automatically.

You can pay with Google Pay as part of the order process. To do this, you must confirm the payment via the “Google Pay” mobile app on a supported device, following the verification steps. Google Pay uses the payment data you have stored in the app for the transaction. You can find more information at https://support.google.com/pay/merchants/answer/6345242?hl=en

You can pay with Apple Pay as part of the order process. To do this, you must confirm the payment via the “Apple Pay” service on a supported Apple end device by following the verification steps. Apple Pay uses the payment data you have stored in the Apple Wallet app for the transaction. You can find more information at https://support.apple.com/en-en/HT201469

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment options. Payment is made to Klarna:

• Invoice: The payment period is 30 days from the date of shipment of the goods/tickets or, in the case of other services, from the date of provision of the service. You can find the invoice terms for purchases on account for deliveries to Germany at https://cdn.klarna.com/1.0/shared/content/legal/terms/EID/de_de/invoice?fee=0 and for deliveries to Austria at https://cdn.klarna.com/1.0/shared/content/legal/terms/EID/de_at/invoice?fee=0.
• Installment purchase: With Klarna's financing service, you can flexibly pay for your purchase in monthly installments of at least 1/24 of the total amount (but at least EUR 6.95) or under the conditions otherwise specified in the checkout. The installment payment is due at the end of each month after Klarna sends a monthly invoice. You can find more information about hire purchase, including the general terms and conditions and the European standard information for consumer credit, here: https://cdn.klarna.com/1.0/shared/content/legal/terms/EID/de_de/account
• Immediately: Your account will be debited immediately after the order has been placed.
• Direct debit: The debit will take place after the goods have been shipped. You will be notified of the time by email. (Please only list payment methods that you offer.)

The use of the payment methods invoice, installment purchase and direct debit requires a positive credit check. In this respect, we forward your data to Klarna for the purpose of address and credit checks as part of the purchase process and the execution of the purchase contract. Please understand that we can only offer you those payment methods that are permitted based on the results of the credit check. You can find more information and Klarna's terms and conditions for Germany here: https://cdn.klarna.com/1.0/shared/content/legal/terms/K502554/de_de/user and for Austria here: https://cdn.klarna.com/1.0/shared/content/legal/terms/K502554/de_at/user. General information about Klarna can be found here: www.klarna.com. Your personal data will be treated by Klarna in accordance with the applicable data protection regulations and in accordance with the information in Klarna's data protection regulations for Germany/Austria.

You can also pay for your order with our own gift vouchers. FRAU HANSEN gift vouchers are available in amounts of 20, 30, 40, 50, 75, 100, 150 and 200 EUR. They can be redeemed during the ordering process via the voucher field.

If you have ordered for less than the voucher value, you can redeem the remaining credit on your next purchase. If the order value exceeds the voucher value, all other payment methods are available to you.

Only one voucher can be used per order. If you would like to redeem several vouchers, please contact our customer service by e-mail (shop@frauhansen.de) or by telephone on +49 40 8535 8525.

As soon as we have shipped your order, you will receive a shipping confirmation from us by email with the tracking number and link to track your parcel.

You can also track your parcel on the DHL website here. Please have a tracking number ready.

We usually ship items in stock within 1-2 working days. If possible, even on the same day.

We charge a flat rate of € 5.00 per order for shipping costs within Germany.

From an order value of € 50.00 we deliver free of charge within Germany.

We charge a flat rate of € 15.00 per order for shipping costs abroad.

From an order value of € 150.00 we deliver abroad free of shipping costs.

Yes, we currently ship to the following countries:

Albania, Andorra, Belgium, Bosnia and Herzegovina, Bulgaria, Denmark, Estonia, Finland, France, Greece, Great Britain, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Macedonia, Republic of Moldova, Monaco, Montenegro, Netherlands, Norway, Austria, Poland, Portugal, Romania, San Marino, Sweden, Switzerland, Serbia, Slovakia, Slovenia, Spain, Czech Republic, Ukraine, Hungary, Vatican City, Belarus and Cyprus.

We ship our insured parcels exclusively with DHL.

Yes, please enter the address of the packing station or post office correctly in the "delivery address" section of the order process. To do this, check the box "Send to packing station/post office".

To receive your shipment at a packing station or post office, enter this as the delivery address in three simple steps.

• After your first name and surname, enter your personal customer number (also known as your postcode) in the additional address field.
• Write "packing station" or "post office" in the street field (even if it is a DHL parcel store) and the three-digit number of your desired packing station/post office in the house number field.
• Now just enter the zip code and the location of the desired Packstation.

We send every order by DHL as an insured package. We use thick-walled shipping boxes and carefully protect the contents. Each parcel is packed with lots of love and a personal greeting.

No, we do not currently offer the shipping option "Letter shipping". All orders are sent as an insured parcel via DHL.

No, we do not currently offer the "Express" shipping option. All orders are sent as an insured parcel via DHL.

Yes, you can also collect your order from us in person. Please select this during the ordering process when choosing the shipping method. You will receive a pick-up confirmation from us by email as soon as we have put your order together. Your order can then be collected on the next working day (Mon-Fri) from 5 pm. On the following days, you can collect your order during our usual opening hours.

OPENING HOURS

Monday-Friday from 10 am to 7 pm

Saturday from 11 am to 6 pm

COLLECTION ADDRESS

Frau Hansen

Osterstraße 170

20255 Hamburg

Note: If someone else is to collect the order for you, please let us know the name in advance.

You will receive a pick-up confirmation from us by e-mail as soon as your order has been compiled by us. Your order can then be collected the next working day (Mon-Fri) from 5 pm. On the following days, you can collect your order during our usual opening hours.

OPENING HOURS

Monday-Friday from 10 am to 7 pm

Saturday from 11 am to 6 pm

COLLECTION ADDRESS

Frau Hansen

Osterstraße 170

20255 Hamburg

Note: If someone else is to collect the order for you, please let us know the name in advance.

You have the right to cancel your purchase contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods.

You can find out more about your right of withdrawal here.

You can return your order to us using a transport service provider of your choice. Please ensure that the goods are returned to us safely and in their original packaging with all accessories and labels. The return address is:

Frau Hansen GmbH

Osterstraße 170

20255 Hamburg

Germany

You can find out more about your right of withdrawal here.

Yes, you can also return your order to the store. Please also bring the completed withdrawal form with you to ensure smooth processing.

If you ever have to complain to us about something, we are sorry. We ask you to take photos of the damage so that we can find a quick and fair solution. You can then send us your complaint by email to shop@frauhansen.de, stating your order number. Alternatively, you can of course report the complaint to us by telephone on +49 40 8535 8525.

We endeavor to process all returns within a few working days. In exceptional cases, the processing time may take a maximum of 14 days.

We endeavor to process all refunds within a few working days. In exceptional cases, the processing time may take a maximum of 14 days. Refunds will always be made in the same way as we received the payment. Unless otherwise mutually agreed.