FAQ - Frequently asked questions

You can easily order as a guest, i.e. without a user account, in our online store. However, as a registered user you have the advantage that you are guided through the ordering process faster, can save multiple shipping addresses and create a wish list.

We are also happy to take your order by phone. You can reach our customer support under the number +49 3641 316 12 17 (). Please note, however, that we can only create telephone orders on prepayment. If you create the order yourself, all payment methods are available to you.

You can change or cancel your order on the day of the order until 4 pm. Our service team is here to assist you. Here you can contact us:

Contact form

Only orders with the payment method prepayment can be changed later, if no payment has been received yet. Once your order has been transferred to our warehouse for processing, changes are unfortunately no longer possible.

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

From 59 € the delivery within Germany is free of shipping costs. For deliveries in Germany below this basket limit, the shipping costs are 4, 90 €. The shipping costs for the other shipping countries and more information on delivery can be found here: Shipping

Unfortunately, we do not currently deliver directly to Switzerland. However, you can use the service of MeinEinkauf.ch. This service clears customs and pays taxes on your purchase (via a service fee starting at CHF 17.90), so that your goods can be delivered to your desired address in Switzerland. You can find more information here: MeinEinkauf.ch

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

In order to get VAT refunded as a private person, certain conditions must be met:
1) The goods must be carried in your personal luggage when crossing the border (not by a forwarding agent).
2) Your place of residence must be in a third country (state outside the EU).
3) The goods must be transferred within 3 months after purchase.
4) You must submit to us the form "Export and Purchaser Certificate for VAT Purposes for Exports in Non-Commercial Travel" - original form only.

The form is available upon request from customs and must be completed, stamped and signed directly by the customs authority when crossing the border. Please note that we can only process applications with the specified, fully 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.
More information and our cancellation policy can be found 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 regularly carry out tests for this purpose and have a current test certificate.

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

You can find the Stölzle Lausitz GmbH factory outlet here:

Address:
Stölzle Lausitz GmbH/Werksverkauf
Berliner Str. 22
02943 Weißwasser

Unfortunately, we do not have any information about the products and prices in stock there. Information on the products and prices in stock at the factory outlet can be obtained directly from the factory outlet:
Contact:
Phone: +49 (0) 3576 - 268 0
E-mail: werksverkauf@stoelzle-lausitz.de

Opening hours:
Mon-Fri 10:00 - 18:00
Sat 10:00 - 13:00

Further information can be found here: Factory outlet

Unfortunately not. In order to guarantee the automated process and a fast handling, we can unfortunately not offer orders of single glasses in the online store. You can find single glasses for additional purchase in our factory outlet in Weißwasser. You can find the Stölzle Lausitz GmbH factory outlet here:

Address:
Stölzle Lausitz GmbH/Werksverkauf
Berliner Str. 22
02943 Weißwasser

Unfortunately, we do not have any information about the products and prices in stock there. Information on the products and prices in stock at the factory outlet can be requested directly at the factory outlet:
Contact:
Phone: +49 (0) 3576 - 268 0
E-mail: werksverkauf@stoelzle-lausitz.de

Opening hours:
Mon-Fri 10:00 - 18:00
Sat 10:00 - 13:00