FAQ

Frequently asked questions!

Before ordering

Order

Payment

Shipping & delivery

Returns & refunds

Damage & complaints

Customer service

Data protection & security

Products & inventory

Questions about the customer account

Before ordering

1. How can I order from wcseat.de?

Click on the "Add to cart" button to select the desired items individually and without obligation.

If you want to complete your order, please click on the "Proceed to checkout" button. If you want to add more items to your order, you can continue browsing the online shop and return to your shopping cart later using the shopping cart icon at the top of the screen. In addition to your billing and delivery address, you can specify your desired payment method here and check your order again. To complete your order, simply click on "Pay order".

2. How do I know if the product is in stock?

You can check the availability of an item directly on the item and item overview pages of our online shop. If a product is currently not available, the item will be marked "Not available". When selecting a color and size, you can see directly which versions of the item are still in stock. Simply select the one you want.

3. Where can I find more information about the product?

You will find detailed descriptions of the respective products on the product page. For further information you can contact our customer service at any time by email at sales@jellgroup.com.

Command

1. Are the items in the shopping cart automatically retained?

The items in your shopping cart are not automatically reserved. However, as soon as you register and log in, your shopping cart is automatically saved. You can register or log in using the "My Account" item at the top right.

2. Can I place an order by email or telephone?

Orders can only be placed directly through our online shop. Ordering by email or telephone is not possible.

3. How do I know if my order is successful?

After placing your order, you will receive an order confirmation with all the information about your order at the email address you provided.

4. Can I change my order?

We can make changes to your order as long as your order is not ready for dispatch, but not later. However, your order will be dispatched within a few hours of receipt. Please contact us as soon as possible at https://www.sinoseat.de with your change request.

5. Is there a minimum order value?

No, there is no minimum order value for the Sinobath online shop.

6. I would like to exchange an item in my order. What should I do?

Please contact our customer service at http://www.sinoseat.de or send an email to fretter@wcseat.de and tell us the reason for your exchange. We will be happy to discuss all further steps with you.

7. Can I still cancel my order?

As long as your order is not ready for dispatch, we can cancel your order and no changes can be made afterwards. However, your order will be dispatched within a few hours of receipt. Please contact us as soon as possible with your change request.

8. When will I get my money back if I cancel my reservation?

As soon as we have received and recorded your return, we will immediately refund the invoice amount. This usually happens within 2 working days of receiving the return.

9. How do I delete items from the order or change the quantity?

Before completing payment, you always have the option to remove items from your shopping cart by clicking on the trash can icon or change the item quantity using the dropdown menu.

10. I forgot an item in my order. Can this be added later?

Unfortunately, there is no way to add items to an order that has already been placed. Please complete another order with missing items.

11. I ordered several items, but not all of them have arrived yet.

We may ship your order to you in several packages. We will email you the corresponding tracking link so that you can easily track the whereabouts of your package. You can also use our service portal for this purpose.

Payment

1. What payment methods can I use?

Currently we only support Paypal payments, more payment methods will be updated later, so stay tuned!

Shipping

1. When can I receive the goods?

If the item you ordered is in stock, you can expect to receive it within 3-5 days after shipment.

2. How do I ship?

Our warehouse is located in Germany and the German warehouse will ship to the shipping service provider DHL/DPD/FEDEX etc. for you.

3. How much are the shipping costs?

The shipping costs in Germany vary depending on the region. You can see the specific shipping costs on the payment page.

4. Where is my order?

As soon as your order is shipped, you can track the delivery location precisely with shipment tracking and live tracking.

5. Can I send my order to a different delivery address? Like a Packstation?

You have the option of having your goods shipped to a different delivery address. Unfortunately, delivery to the Packstation is not possible.

6. What should I do if my item cannot be delivered?

Our parcel service provider will try to deliver your parcel again. If the delivery is unsuccessful and you do not have permission to leave the parcel behind, the parcel will remain in place for you to pick up, but delivery is currently only possible and you will receive a message in your inbox.

7. Is there a setup/connection service?

Unfortunately, we do not offer an assembly and connection service. Detailed assembly instructions are included with the product.

8. Is delivery outside Germany possible?

For orders on Sinobath, delivery is possible within Germany. We will expand to more delivery areas in the future, please continue to pay attention to us!

9. What do I need to pay attention to when picking up the goods from the carrier?

When the carrier delivers the goods, please check whether the packaging is damaged before signing for the package. If there is any damage, please take photos as soon as possible to keep records and contact us.

Refunds

1. How can I return the product?

You can easily request returns via our service portal http://www.sinoseat.de. You need an invoice or customer number to register.

2. How and within what time period can I cancel my order?

You can cancel the order within 1 day of delivery of the product. If the order is already in stock, you cannot cancel the order. If you would like to purchase additional products after canceling your order, you can easily order them via our service portal at http://www.sinoseat.de.

3. Are there any items that cannot be exchanged?

The right of return does not apply to items that spoil quickly (food) or whose shelf life has expired. In addition, we do not accept items that are not suitable for return for hygiene reasons if they are no longer in their original packaging and sealed.

4. When do I have to send my return?

The return must be made no later than 1 day after the return has been registered.

5. Are there any fees for returning the product?

If you cancel, you will bear the costs of the return.

6. Where can I get a return label?

You can request returns via our service portal http://www.sinoseat.de. We will then send you all further information about your return by email.

7. When will I get my money back?

As soon as we have received and recorded your return, we will immediately refund the invoice amount. This usually happens within 2 working days of receiving the return.

8. How do I get a refund for returns?

For refunds, we use the payment method you used to pay the original invoice amount.

9. Can I complain about a product that has already been used?

By law, you usually have the opportunity to make a complaint within 3 months of receiving the goods. This of course also applies to products that have already been used. However, from the second month after purchase, the burden of proof for a defect lies with the customer, i.e. from this period onwards, the customer must prove that the defect was already present at the time of purchase (so-called reversal of liability).

Damage and complaints

1. How can I complain about damaged items?

You can easily submit a complaint via our service portal http://www.sinoseat.de.

2. I just need a spare part. How can I order it?

You are welcome to send us any relevant enquiries via our service portal http://www.sinoseat.de. We will then check your enquiry.

Customer service

1. If you still have questions, how do you contact customer service?

The best way to reach our customer service is via our service portal http://www.wcseat.de or by email to sales@jellgroup.com.

Privacy

1. Will my data be treated confidentially?

Yes, we process

Products & shipping

1. Will an out-of-stock item be available again later?

Many items are available seasonally. Unfortunately, not all sold-out items will be available again at a later date.

Questions about the customer account

1. How can I make changes to my customer account?

2. What can I do if I cannot log in to my customer account?

In this case, please contact our customer service via the service portal https://www.wcseat.de or by email sales@jellgroup.com.

3. How does Sinobath ensure the protection of my customer data?

The data is stored in accordance with the GDPR and is not passed on to third parties.

4. How can I set a new password for my customer account?

In "My Account" you can set a new password at any time under "Change personal data".

5. Do I have to create a customer account or can I also order as a guest?

Creating a customer account is not mandatory; you can also order as a guest without registering.

6. How can I subscribe to/unsubscribe from the newsletter?

You have the option of subscribing to the newsletter on our homepage or when you place your order. You can unsubscribe either in the newsletter itself or in the account area under the newsletter settings.

7. How can I change my email address?

Under "My Account" you can enter a new email address at any time in the "Personal Data" section.

8. How do I delete my account?

Please let us know your request via our service portal https://www.wcseat.de or by email sales@jellgroup.com and we will delete your account immediately.