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FAQ - What You want to know

Frequently asked questions

On this page we have listed some of the most frequently asked questions and their answers concerning our online shop. This page will be updated regularly, so don't hesitate to ask us any questions which are not already listed here!

Questions and Answers

General Questions

Technical Questions

Questions concerning our Range of Products

Questions by Webmasters

Your Question is not listed here?

Why should I create a customer account?

By creating a customer account, You will benefit from being a registered customer:

  • You will have additional methods of payment to choose from.
  • You get Your own, personal and password-protected site where You can see the status of Your current order and all Your previos orders at any time.
  • You can write product reviews.
  • You'll have to enter Your address data only once, for following orders Your data will be automatically inserted.

The creation of a customer account is free, of course!
Create Your personal customer account by clicking here!

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Can I purchase without a customer account?

Yes. But then You will have less methods of payment to choose from, Yo cannot write any product reviews. And in case of a second order, You will have to enter all Your data again. When You want to purchase without a customer account, just choose that method of ordering during the checkout process.

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What are the methods of payment?

The methods of payment offered to You depend on Your customer status (account or not) and on the country from which You order:

  • Customers from all countries within the European Union and from the rest of the world may pay per PayPal, moneyorder or credit card. Credit card payments are not accepted for some countries, that are known for frequent credit card fraud (such as the Republic of South Africa, Ghana, or Venezuela). Customers from Germany may also pay per direct debit.
  • Regular customers and commercial customers (with account) will have invoice payment available from the third order on (commercial customers right from the first order on).

If You need invoice payment for Your company, please give us a call or ask for the procedure via our contact form.

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How much is Your p&p?

The amount for p&p depends on the weight of the ordered goods and on the country the order will be shipped to. We offer a flat rate of 3.99 EUR inside of Germany and p&p free ordering for orders above a certain value. All orders will be shipped via DHL parcel. More information about our p&p can be found by clicking here!

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How do the coupons work?

All information about our coupon system can be found by clicking here.

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Where's my order? I'm waiting for x days now!

Orders of products that are in stock (e.g. marked as "Shipping time: 2-5 working days ") will be shipped to You within 2-5 working days inside Germany. Orders from EU countries will be delivered within 5-7 days. Orders from other countries will be delivered within 1-3 weeks. If You are waiting longer than that, please check back with us immediately via our contact form or give us a call, so we can track Your parcel for You.

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Where's the shop's address?

Our address can be found on the bottom of each page in this website as well as on the pages Contact and Imprint.

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I want to give You a call! How and when can I reach You by phone?

You can call our office Mondays through Fridays between 11 AM and 4 PM CET at +49-(0)40-33 42 48 91.

Besides our office times, You are kindly invited to send us an E-Mail.

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Can I send You an e-mail?

Sure! Just use our contact form!

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Where is the information about the terms of service and the right of revocation?

Our terms of service and all information about Your 14-day-right of revocation can be found by clicking here.

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What's Your privacy policy?

The protection of Your personal data is our most important goal! For example, the whole ordering- and checkout process, as well as Your personal customer pages, are secured by an encrypted connection. All further information can be found in our privacy policy - just click here.

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I have a customer account, but I can't login any more!

In rare cases You might not be able to login with Your e-mail address and Your password, and You will be redirected to the main page after each login attempt. Then You will have to delete the cookies set by our shop. To accomplish this, do the following:

Delete cookies in Internet Explorer

  • Open the Internet Options in the menu Extras -> Internet Options.
  • Click on the General Tab, then on Delete Cookies.
  • On the following prompt, click OK.
  • After clicking OK in the main options window, You should be able to login again!

Delete cookies in Firefox

  • Open the settings window via the menu Extras -> Settings (PC), or Firefox -> Settings (Mac).
  • Choose the tab Privacy.
  • Now You have two opportunities: Either click on Delete Cookies to clear all cookies in the browser, or click Show Cookies, then choose all cookies by in the following window and click Delete Cookies.
  • Close the cookies window.
  • After another click on OK in the main settings window, You should be able to login again!

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My company does not allow cookies! Can I order anyway?

Sure You can! Our shopping cart system is well working without cookies. Alternatively, please feel free to place Your order by phone, calling +49-(0)40-33 42 48 91, via fax to +49-(0)40-33 42 48 92, via letter/postcard, e-mail, or just by using our contact form!

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I haven't found the right products! Maybe You have...

You are looking for a special product which You haven't found in our shop? Please give us a call or use our contact form - we assist You in finding the right product!

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I want to sell my products in Your shop! Is this possible?

Yes, in case Your products fit our range. Please ask for our recent conditions by giving us a call or by using our contact form.

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Can You produce individual products for me?

You need special, individual souvenirs, gifts, presents, or merchandise? Please give us a call! We and our partners can assist You in the development and production of individual goods. Mr. Sandig and Mr. Welge are looking forward to Your enquiry - please use our contact form or give us a call!

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Do You run an affiliate program?

Yes, we are running an own affiliate program, which is offered on "pay per sale" basis. Additional information about our affiliate program can be found by clicking here.

Please note: Currently, our affiliate program is only available for German partners!

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I want to exchange links with this page! Is it possible?

Sure! If Your site has any relevance to German cities, travelling, gifts, presents, or Germany in general, we may link to You when You link back to us. Partner sites will be listed on the page Our Partners. Please ask about a link exchange by using our contact form or by giving us a call!

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I want to advertise on this page! Is it possible?

Sure! We offer targeted ad space in the right navigation column (text ads, skyscrapers, squares, and buttons up to a width of 120 pixels), and on the bottom of our pages (standard banner 468x60 pixels). Please check for our recent media data and our terms for Your ad by using our contact form or by calling us!

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I have more questions!

No problem! Please ask Your question by using our contact form!

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City Souvenir Shop Jan-Christian Sandig
Pinkertweg 2 - Benthack-Haus - 22113 Hamburg - Germany
Phone: +49-(0)40-33 42 48 91 - Fax: +49-(0)40-33 42 48 92
Web: - E-Mail:
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