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WHY CAN I NOT LOGIN WITH MY OLD PASSWORD?

The highest priority for us is your data security!
As we never check your passwords and the Sortimo Online-Shop has moved to a new system, you have to register again once more, in order to set up a new account and benefit from new possibilities such as redeeming of vouchers and exclusive offers.

WHY IS MY EMAIL ADDRESS ALREADY TAKEN?

If you already have a Sortimo-customer-ID- number and have already ordered online by Sortimo, then your customer account is activated but not yet enabled. Click on “forgotten password” and activate your account by means of a new password.

WHY DO I GET AN ERROR PAGE WHEN I REGISTER AND CANNOT BUY ANYTHING?

Please contact our Customer Service Centre. We are certified in accordance with the International Compliance Guidelines and of course act pursuant to the International Trade Legislation. In individual cases, it can happen that in fulfilling these guidelines a manual activation has to be carried out by means of our Customer Service Centre for login or creating an Online-Shop order. We appreciate your understanding!

WHY DOES MY BOOKMARK NOT WORK FOR THE ONLINE-SHOP ANYMORE?

We have moved to a new system and the new Sortimo Online-Shop is www.sortimo.co.uk/shop. Your old bookmark refers to the old URL www.sortimo-shop.co.uk. Please simply delete this in your browser and set up a new bookmark with the above mentioned link.

WHO DO I CONTACT IF I NEED HELP?

Our Customer Service Centre which is provided to assist and help you. Whether its questions about using the Online-Shop, about your order or further questions regarding our products, we are glad to be of help! We are there for you: Monday to Friday 8.30 a.m. to 5 p.m. free of charge via 0800 027 5644 or per email onlineshop@sortimo.co.uk

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WILL I RECEIVE ORDER CONFIRMATION?

Your order confirmation is sent to you via email immediately after successful completion of the order process. As soon as your goods leave our central warehouse in Zusmarshausen, you will receive shipment confirmation including a tracking shipment link. You will also receive an invoice via email after shipment of goods.

CAN I SEE THE ORDER STATUS OF THE GOODS I HAVE ORDERED?

As a registered customer you have complete overview of your current and former orders. Simply click on “my account” and the “order process“.

IS THERE A MINIMUM ORDER VALUE?

No. In addition we pay the delivery and handling charges for you when you order more than 75.00 GBP

CAN I ORDER FROM ABROAD IN THE SORTIMO ONLINE-SHOP?

Only customers with residence and delivery address in UK can order goods on the UK Sortimo Online-Shop. Please visit our international Online-Shops for orders from abroad, in France, Belgium, The Netherlands, Germany and Ireland or Austria. http://www.sortimo.com/service-contact/locations-contacts/

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HOW LONG IS THE DELIVERY PERIOD?

Your delivery will be delivered to you nationwide within 5-7 workdays

WILL I RECEIVE SHIPMENT CONFIRMATION?

As soon as your goods leave our central warehouse in Zusmarshausen, you will receive shipment confirmation including a tracking shipment link.

WHO IS THE SHIPMENT SERVICE PROVIDER?

Delivery is carried out by GLS Paketdienst (parcel service) www.gls-group.eu

HOW DOES THE PARCEL TRACKING WORK?

You can see the delivery status of your order at any time just by clicking on the link in your shipment confirmation.

CAN I ENTER A DIFFERENT OR ALTERNATIVE DELIVERY ADDRESS?

As a registered Sortimo Online-Shop customer you can enter via “my account” one or several alternative delivery addresses, also administrate these or use them for your order.

HOW MUCH ARE THE DELIVERY AND HANDLING CHARGES?

We charge a shipping and handling flat rate of 15 GBP for goods ordered below the order value of 75 GBP (incl. VAT). Shipping and handling of goods are free of charge, as of an order value of 75 GBP (incl. VAT).

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WHICH PAYMENT METHODS CAN BE USED?

You can make simple and safe non-cash payments with us by means of the following payment methods: PayPal, Master Card , Visa or Debit Card

HOW LONG DO I HAVE TO SETTLE MY INVOICE?

Please pay the invoice amount stated within 10 days when using “purchase on account” and put the order number into the reason for transfer. Our bank details can be found here www.sortimo.co.uk/shop/en_UK/payment-methods/

HOW IS PAYMENT VIA CREDIT CARD PROCESSED?

Your Visa or Master Card payment is safely processed via an external service provider called Wirecard Bank. Credit card data is transferred encrypted via SSL-process. A purchase at Sortimo International GmbH via credit card is very safe due to the high grade of security standards. Sortimo International GmbH strictly does not save your credit card data. During the purchasing procedure you are automatically forwarded on to payment. If you send back items, the corresponding value of goods is credited to the originally debited credit card.

HOW DOES PAYMENT VIA PAYPAL WORK?

You can make non-cash payments safely and secure with PayPal. You will be directly forwarded on to PayPal after making your purchase. As a PayPal-customer, you can login with your user-data there and confirm the payment. If PayPal is new to you, you can register as a guest or open an account and then confirm the payment. When a return of shipment is declared for ordered goods, the corresponding value of goods will again be credited to your PayPal-account.

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HOW DO I SEND BACK RETURNS?

Simply click on “service” right at the bottom of the home page: www.sortimo.co.uk/shop/en_UK/returnOrder. When you have filled out the returns order form, we will send you the returns note via email. Simply stick this to your returns package and bring the package to the dispatch.

HOW LONG DO I HAVE FOR THE REVOCATION OF GOODS?

You can revoke your contractual declaration within 14 days in writing (e.g. letter, fax and email) or by return of goods without stating reasons. This period does not begin, before receipt of the goods by the recipient. You can find out more about revocation of goods on the home page at the bottom in the area of general terms and conditions. „Terms and conditions“.

CAN I SEND SEVERAL ORDERS BACK IN ONE PACKAGE?

So that we can process your returns as quickly as possible, we kindly ask you to fill out one returns order form per package, put one order into one package and to stick one returns note onto the package.

WHAT DO I HAVE TO PAY ATTENTION TO FOR MY RETURNS?

Please repack the returns in such a manner that nothing can be damaged during transport.

HOW CAN I BE REIMBURSED FOR PAYMENTS MADE IN ADVANCE?

If you have paid for your product via PayPal, credit card or via debit card, the value of the goods for the returns will of course be reimbursed to you. We reimburse the money to the respective payment service provider. If you have paid via purchase on account, then the paid amount will be transferred back to your account.

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HOW CAN I REDEEM A VOUCHER CODE?

Your voucher code can only be redeemed in the shopping cart as a registered customer. Sortimo voucher codes are not redeemable with already discounted products or services provided. A cash payment or a combination of several vouchers is not possible.

CAN I REDEEM A COMBINATION OF VOUCHERS IN ONE ORDER?

A combination of several vouchers is not possible. Only one voucher can be redeemed per order.

WHY CAN I NOT REDEEM ANY VOUCHER CODES?

If your voucher code is not accepted then this can depend on the following voucher terms and conditions:

  • Your order is under the minimum order value
  • The promotion period is over
  • The voucher code can only be redeemed once

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WHAT DO I DO WHEN I HAVE FORGOTTEN MY PASSWORD?

Click on the button “registration” in the top left hand corner. Simply click on forgotten “password” and enter your email address and we will immediately send you instructions on how to reset your password via email. If you have forgotten your email address then please contact our Customer Service Centre and have your Sortimo customer-Id-number at the ready. In order to provide you and your data with 100% protection, our employees check your identity and reactivate your account.

HOW CAN I CHANGE MY ACCESS DATA AND ADDRESS?

You can change your password or enter/change an alternative delivery address in “my account” at any given time. If you wish to change the mailing address with which you are registered with us or change your email address, then please contact our Customer Service Centre. In order to provide you and your data with 100% protection, our employees check your identity and change your data.

HOW CAN I CONTACT THE CUSTOMER SERVICES?

Our Customer Service Centre is available for you from Monday to Friday from 8.30 a.m. to 5 p.m. Call us free of charge via this number 0800 027 5644 or write us an email via onlineshop@sortimo.co.uk.

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