FAQ - Frequently asked questions

You can easily order from our online shop as a guest, i.e. without a user account. However, as a registered user you have the advantage of being guided through the ordering process more quickly, saving multiple shipping addresses and creating a wish list.

You can reach our customer support at support@stoelzle-lausitz.de, about the contact form or via the chat function. Please note, however, that we can only place manual orders with advance payment. If you create the order yourself, all of them are available to you Payment Methods available.

You can change or cancel your order until 4 p.m. on the day of ordering. Our service team is here to help you. You can contact us here:

contact form

Later changes can only be made for orders with the payment method in advance, provided no payment has been received yet. Unfortunately, once your order has been handed over to our warehouse for processing, changes are no longer possible.

The delivery time within Germany is 1-3 working days (Mon-Sat), the delivery time may vary for other shipping countries. If your order is received by 2 p.m. we will ship the same day. If a product is not available at short notice, this will be noted in the product description and your order confirmation. Please note that orders with the payment method in advance will only be processed after receipt of payment. Shipping will therefore be delayed by a few days. Please take the usual bank terms into account. You will be informed by email as soon as the delivery leaves our warehouse. You will also receive a tracking number with which you can track the delivery DHL portal can track.

From €59, delivery within Germany is free of charge. For deliveries in Germany below this shopping cart limit, the shipping costs are €4.90. The shipping costs for the other shipping countries as well as further information about delivery can be found here: Shipment

Unfortunately, we currently do not deliver directly to Switzerland. However, you can use the MeinEinkauf.ch service. This will clear customs and tax your purchase for you (via a service fee starting at CHF 17.90), so that your goods can be delivered to your desired address in Switzerland. More information can be found here: MyShopping.ch

All information about the payment methods available in the shop can be found here: Payment Methods

In order to pay VAT as a private individual. To be reimbursed, certain conditions must be met:
1) The goods must be carried in your personal luggage when crossing the border (not by a shipping company).
2) Your place of residence must be in a third country (state outside the EU).
3) The goods must be transferred within 3 months of purchase.
4) You must submit to us the form "Export and purchaser certificate for sales tax purposes for exports in non-commercial travel" - only with the original form.

The form can be obtained from customs upon request and must be filled out, stamped and signed by the customs authorities immediately upon crossing the border. Please note that we can only process applications with the specified, completely completed forms.
Please then send this form with your bank details to our address:

Stölzle Lausitz GmbH
Berliner Straße 22-32
D-02943 Weißwasser

With us you have a 30-day right of return. The statutory right of withdrawal and warranty rights remain unaffected by our voluntary right of return and continue to apply without restriction.
You can find more information and our cancellation policy in our general terms and conditions:To the terms and conditions

All glasses from Stölzle Lausitz are certified in accordance with DIN EN12875-1 and remain unaffected for at least 1000 wash cycles. We carry out regular tests and have a current test certificate for this.

All glasses from Stölzle Lausitz are made of lead-free crystal glass and contain no mercury, cadmium or chromium.

You can find the Stölzle Lausitz GmbH factory outlet here:

Address:
Stölzle Lausitz GmbH/factory sales
Berliner Str. 22
02943 White Water

Unfortunately, we do not have any information about the products and prices in stock there. You can request information about the products and prices in stock at the factory outlet directly at the factory outlet:
Contact:
Telephone: +49 (0) 3576 - 268 0
Email: werksverkauf@stoelzle-lausitz.de

Opening hours:
Mon-Fri 10:00 a.m. - 6:00 p.m
Sat 10:00 a.m. - 1:00 p.m

More information can be found here: Factory sales

Unfortunately not. In order to ensure the automated process and quick processing, we unfortunately cannot offer orders for individual glasses in the online shop. You can find individual glasses for purchase in our factory outlet in Weißwasser. You can find the Stölzle Lausitz GmbH factory outlet here:

Address:
Stölzle Lausitz GmbH/factory sales
Berliner Str. 22
02943 White Water

Unfortunately, we do not have any information about the products and prices in stock there. You can request information about the products and prices in stock at the factory outlet directly at the factory outlet:
Contact:
Telephone: +49 (0) 3576 - 268 0
Email: werksverkauf@stoelzle-lausitz.de

Opening hours:
Mon-Fri 10:00 a.m. - 6:00 p.m
Sat 10:00 a.m. - 1:00 p.m