Your order may not have been completed correctly or you may have entered your email address incorrectly by mistake. Please check the spam folder of your email program first to see if the order confirmation is there. If not, please contact us by phone at 07023-7456-0 or by e-mail to firstname.lastname@example.org.
Our customer support team will be happy to take your order over the phone at 07023-7456-0 during office hours (Monday-Friday 9am-5pm). Please note, however, that certain payment methods such as credit card or Amazon Payments are not available for telephone orders for technical reasons.
As long as your order has not yet been packed and shipped, you are welcome to call us at 07023-7456-0 or send us an e-mail to email@example.com with any changes or cancellations.
There is no minimum order value in our shop. However, there is a maximum order value of 400 € for all orders.
Our website offers you a wide range of filter options so that you can quickly find the shoe that is right for you. For example, you can search for a specific size or colour, or for a special feature such as lined shoes or shoes with a zipper.
If you have the 6-digit article number of a shoe to hand, you can also enter it directly in the search field.
To help you find the right shoe size, you will find a size advisor with instructions for measuring your feet including a Gemini size chart on our website. Please also note the information in the descriptions of our shoes. Here we may also point out special features regarding the fit or the recommended order size.
On the evening of the day of dispatch, you will receive a dispatch confirmation by e-mail with a DHL tracking link and the tracking number of your parcel. You can track your shipment at any time by clicking on the link or entering the shipment number on the DHL website.
We ship exclusively with DHL. The regular shipping time within Germany is 1-4 working days. In most cases, however, your order will reach you after 1-2 working days.
Our customers have the possibility to pick up their orders directly at our warehouse in Weilheim an der Teck. All you have to do is select the "Click & Collect" shipping method during the ordering process. You can find detailed information about picking up your order at our warehouse here.
Delivery to a DHL packing station is possible. Please enter your personal 8-digit postal number (you will receive this after registering with DHL) and the 3-digit number of the Packstation.
Unfortunately, deliveries to Packstations are only possible up to a certain size, as the outer box may not exceed a maximum size of 60 x 35 x 35 cm.
Shipping is free of charge within Germany. Return shipping within Germany is also free of charge. A return label is enclosed with every shipment.
In our shop we offer you a large selection of all common payment methods. You can find a complete list of the payment methods we offer here.
Please make a separate bank transfer for each order, stating the customer number and the order number, so that we can always allocate your payments quickly and correctly.
We offer purchase on account within Germany via PayPal. An automatic credit check is carried out for a purchase on account, on the basis of which a purchase on account is approved or rejected by the provider. For data protection reasons, our customer support does not receive any information about why an invoice purchase is rejected in individual cases.
If you have chosen the payment method bank transfer (prepayment) for your order, we will reserve the ordered items for you for up to 7 days. Please note that with this payment method, the goods will only be dispatched once payment has been received.
If you purchase by prepayment, please transfer the purchase amount to the bank account stated in the order confirmation.
If you purchase on account via PayPal, you will receive the required bank details on your invoice. Please only use the reason for payment and the PayPal bank details given there.
In principle, you will receive the invoice for your order together with the goods. Should the invoice be missing in your package, please contact us by telephone or email and we will send an invoice to you immediately.
Returns & Refunds
Within Germany we bear the return shipping costs once per order, which is why a free DHL return label is enclosed with your order. If the return label is missing or damaged, please contact our customer support.
Returns from abroad must always be made at your own expense. You can send your return from abroad to the following address using a parcel shipping company of your choice: Gemini-Shop, Zeppelinstr. 12, 73235 Weilheim an der Teck, Germany.
If you have misplaced the return form, please contact our customer support. We will then send you the return form by email.
Ideally, place the shoe(s) in the original shoe box. (Note: If you return worn shoes, we may have to charge you compensation for the value of the shoes).
Pack the shoe box(es) in a suitable outer box. Fill in any voids. Enclose the completed returns note with the shipment.
Place the return label on the outside of the box. (If you are returning the shoes in the same box you originally received them in, please make sure to remove or tape over the old shipping labels).
Take your return to a DHL parcel collection point.
When you hand in your return at the DHL parcel shop, please keep the return receipt until we have confirmed receipt of the return. You can use the tracking number to check the current location of your return.
As soon as your return has arrived in our returns department, you will receive a notification by e-mail.
Once we have received and inspected your return, we will issue a credit note for accepted returns and refund the purchase price within 14 days using the payment method you used to pay for your original order. We ask for your understanding that for security reasons the refund can only be made to the original account.
In the case of a purchase on account, unpaid invoices/invoice items will be cancelled so that only the amount for retained items needs to be paid.
Please note that if you pay by credit card, your credit card account will be credited and will only appear on your subsequent credit card statement.
Once the return has been accepted, we will issue you with a new gift voucher for the remaining balance. If you have paid part of the invoice with another payment method, you will receive this part back as a refund via the respective payment method.
Exchange & Complaint
If you wish to complain about an item within the 6-month guarantee period, we will need your customer number and the relevant order and/or invoice number in order to process the complaint. Please do not send us the shoes. We only request returned items in individual cases. Instead, please send us a maximum of 3 pictures that clearly show the defect and a complete picture of the shoe to the following e-mail address: firstname.lastname@example.org.
You can find more information about the warranty in our General Terms and Conditions.
If you would like to exchange an item, we would like to ask you to simply place a new order and return the unwanted/unsuitable item to us. Unfortunately, it is not possible to charge for items internally.
Log in to your customer account with your email address and password. Simply delete your customer account by clicking on the "Delete customer account" button.
To redeem an existing credit, you must first log in to your customer account with your access data (e-mail address and password). The amount of your current credit will be displayed there. At the end of the order process (after selecting the payment method) you can redeem the credit by clicking on the button "Use credit".
Go to "Login" in the top right-hand corner of our website and then to "My account". Click on the item "Forgotten password". You can then have a link to create a new password sent to your e-mail address.
Click on the little man symbol in the top right-hand corner of the website. Log in with your email address and password.
Now you can change or add your personal data, your billing address(es), your preferred payment method and your delivery address(es).
You also have access to a personal order overview and any wishlist you may have created.
You can reach our customer support by phone from Monday to Friday between 9.00 am and 5.00 pm under the number 07023-7456-0.
Alternatively, you can of course send us an e-mail around the clock to email@example.com or use our contact form.