FAQ

  • About my order

    How do I find what I'm looking for in the Porsche Design Store online shop?

    When you visit the Porsche Design Onlineshop, the first page you will see features a selection of the highlights of our range.

    From here, you can select individual product categories or an overview of all products in the "Products" menu in the upper left corner of the screen. Once you've chosen a product category, you can scroll through the products by simply moving the mouse pointer to the left or right. If you would like to find out more about a specific product, simply click on it to display a screen containing more detailed information.

    If you want to purchase one or more products, please click on the "Add to cart" button in the upper right corner of the product detail page. Once you have finished shopping, confirm your purchase by clicking on the "Checkout" button, also in the lower right of the screen. Follow the steps displayed on screen to complete your purchase.

    How does the shopping cart work?

    Once you have chosen a product, simply click on "Add to cart" to put the product in your shopping cart until you place an actual order. You are under no obligation to purchase the product. In order to see an overview of the products in your cart, click the mouse pointer over the shopping cart area in the upper right corner of the screen.

    Is my online order secure?

    Ensuring the security of your personal data is our top priority. A secure connection is established with our order form to protect your data. All information you enter into the form, from your credit card number to your address, is converted into code upon sending. The data is encrypted during the entire transmission process. This prevents any unauthorized third parties from viewing or manipulating your personal data.

    We use an SSL [Secure Socket Layer] protocol to guarantee the security of your data. The SSL encryption is activated if the URL starts with "https://" or if a lock symbol appears in the bottom status bar [Internet Explorer, Mozilla].

    All data you submit to us is encrypted and stored on a high-security server for the best possible protection. Your credit card data is deleted immediately once we've processed your order.

    How can I pay for my order?

    Paying for your order in the Porsche Design Onlineshop is convenient and easy - you can choose between PayPal or credit card [MasterCard, VISA or American Express]. The security number makes this payment method especially safe. This three-digit number is printed in the signature area on the back of your card.

    Will I receive an order confirmation?

    Please always make sure that you enter your e-mail address correctly when you place your order. Once we receive your order, we will automatically send you a confirmation e-mail containing all of the important information pertaining to your order. If you do not receive an automatic e-mail confirmation from us, this could be due to one of two reasons:

    • You entered your e-mail address incorrectly.
    • The server was overloaded when you placed the order and we never received it.

    If you want to be sure that we've received your order, feel free to call us on 0800 9000 911 [+49 [0]711 911 0 from overseas] or send an e-mail to shop@porsche-design.com. We are always happy to assist you personally.

    What should I do if I have problems placing my order online?

    Problems may arise in completing your order if the server is overloaded. In this case, we ask you to please try placing the order at a later time. If your second attempt is unsuccessful, please call us on 0800 9000 911 [+49 [0]711 911 0 from overseas] or send an e-mail to shop@porsche-design.com. We are always happy to assist you personally.

    Can I change or cancel my order?

    It should be possible to cancel your order if it is done promptly. Please contact our service centre by phone on 0800 9000 911 [+49 [0]711 911 0 from overseas] or send an e-mail toshop@porsche-design.com. If you'd like to change your order, please cancel the first order and place a new one in the online shop.

    My order has not arrived yet. Where can I check the status of my order?

    After completing order, you will receive an automatic confirmation of receipt via email. You will also receive the subsequent shipping confirmation by email, which includes the tracking code for your order. Please check your spam folder for any missing messages.

    Is it possible to cancel an order that has already been placed?

    You can cancel your order if the goods have not yet been packed and shipped. To do so, please contact our customer service. Please understand that for technical reasons we cannot cancel the order once the goods have been shipped. It is possible to cancel the order by returning the goods to us within 14 days. This requires that the goods are unused and in their original condition.

    Can I change my order after it has been placed?

    Unfortunately, you cannot change or add to your order once it has been placed. If you would like to change something, we ask that you place a new order.

    Why didn't I receive an order confirmation/shipping confirmation?

    Please ensure that the message didn't end up in your spam folder. It may also be possible that a different email address was entered by mistake when the order was placed.

    Which means of payment are accepted in the Porsche Design online shop?

    You can easily and conveniently pay for items in the Porsche Design Online Shop via PayPal, immediate bank transfer and multiple credit cards. Asking for your so-called card verification value [CVV for short] makes this payment method particularly secure. This three-digit number is printed on the back of your credit card in the signature box. The above information can also be found under the following link: https://www.porsche-design.com/en/Payment-and-Delivery-Information/

    What do the terms SEPA, IBAN and BIC mean?

    The introduction of SEPA (Single Euro Payments Area) created a single payment area within Europe. In Germany, SEPA replaces the account number and bank code with the IBAN and BIC. As an international, standardised bank account number, the IBAN replaces existing national account numbers for bank transfers. The IBAN consists of a maximum of 34 digits. The 1st and 2nd digits indicate the country code, the 3rd and 4th digits the check digits, and the next 30 digits contain your account information. The BIC is a bank's unique international term and replaces the previous bank code. Your IBAN and BIC are usually imprinted on your bank card.

    How can I redeem my voucher code?

    You will need to enter your corresponding voucher code in the final step of the shopping cart, under "redeem voucher". The order overview updates itself and the corresponding discount is automatically deducted. Please check the exact conditions on the respective voucher. When ordering online, only one voucher code can be redeemed per order. Please note that vouchers cannot be redeemed for pre-orders. If your voucher does not work, please contact shop@porsche-design.de.

  • Prices and delivery

    What prices are listed in the online shop?

    Prices are subject to short-term changes, errors excepted. All prices are in euros and include 19% VAT, delivery costs from the warehouse are extra. The prices at the time the order is placed are valid.

    How much does delivery cost?

    We offer free standard shipping for all order to any destination within Europe. Our express shipping within Germany is €12 and outside of Germandy €25 per order, regardsless of the size or weight of the package.

    How quickly will my order be delivered?

    We process your orders on the same day, delivery usually takes about 2-3 business days. The delivery time may vary for orders from outside Germany. In rare cases – during the Christmas season, for example – your order can take up to 7 business days to arrive. These delays are due to the high volume of packages handled by the carrier.

    Where can I get my package delivered?

    Porsche Design delivers your products to any desired address within our delivery areas. Whether it's to your home, workplace, to a neighbour's house or a DHL Packstation. For any additional information, please visit: https://www.porsche-design.com/en/Payment-and-Delivery-Information/

    Can I track my shipment?

    You will receive a shipping confirmation with a tracking number once your order has left our warehouse. Use this number to track your order. You can also check the status of your order under "My Account" in the "Orders" section.

  • Product information

    Does the Porsche Design Store online shop offer all Porsche Design products?

    The Porsche Design Store online shop offers an exclusive selection of our versatile and high-quality product range. If you would like more information about our product portfolio, go to www.porsche-design.com or contact us directly on 0800 9000 911 [+49 [0]711 911 0 from overseas].

    I have a question about one or more products. Who can I ask?

    If you still have questions, please contact us by phone on 0800 9000 911 [+49 [0]711 911 0 from overseas] or send an e-mail to shop@porsche-design.com.

    Timepieces

    I would like to have my Porsche Design watch repaired or serviced. Where can I find information about service centres for Porsche Design Timepieces watches?

    Porsche Design watches are unique design pieces and we have the highest demands when it comes to the materials and quality of our products. Even a clock needs a pit stop now and then. To ensure that your request can be dealt with as quickly as possible, we ask that you send your watch to a certified Porsche Design service and repair centre. You will find the service centre responsible for your region by clicking the following link. : Porsche Design watch centre. There we will be able to address your concerns and discuss further possibilities with you.

    Smartphone

    Where can I get the user manual or other information regarding my Porsche Design smartphone?

    If you're looking for more information about your mobile device, you can directly select your Porsche Design Smartphone on the official Huawei website. Visit https://consumer.huawei.com/en/support/ for information regarding the user's manual, a quick start guide, and other tips for using your smartphone. You will also find a software update guide known as OTA Update.

    How can I update software on my smartphone?

    You will receive a notification via your smartphone whenever a new software update becomes available. For best performance, We recommend upgrading your device to the latest software version. An update can also eliminate simple problems with regards to connectivity, GPS, Bluetooth etc. If you need directions, you can find them by searching the Support Centre on the following page: https://consumer.huawei.com/en/support/search/

    Smartwatch

    The watch bracelet on my smartwatch is defective. Where can I get a new one?

    Please contact the dealer or store where you purchased the watch for verification of warranty claims.

    Book One

    I have technical questions about my Book One. Who can I contact?

    You will find various information about your product on our page: http://www.porsche-design-computing.com. In addition, the "Service and Support" area allows you to create a service request. A service technician will then contact you as soon as possible to resolve your request.

    Sound 911 Soundbar

    I lost my remote control. Where can I order a new one?

    Please contact one of our stores. There you'll be able order a new remote control and any further requests can be processed on site. Your nearest store can be found on our website via the store locator.

    I would like to return my soundbar, but I don't have the original packaging. Can I still return the soundbar?

    The Soundbar is a highlight product from Porsche Design. Due to the special nature of this product, the 911 Soundbar must have its original packaging in order for it to be returned. Therefore, if you no longer have the original packaging, please contact us via the contact form. There is a €50 contribution fee for new replacement packaging. Alternatively, you can also contact the dealer or the store where you purchased the product. Any costs incurred will be charged to the person responsible in the case of transport damage due to the improper return of the 911 Soundbar.

    Sound 911 Speaker

    I lost the power plug for my speaker. Where can I order a new plug? For which countries can I get an adapter?

    You can visit one of our stores. Your nearest store can be found on our website via the store locator. There you will be able to order a new power plug.

    Eyewear

    I need a spare part for my Porsche Design glasses. Who can I contact?

    Porsche Design Eyewear has been synonymous with trend-setting design and perfect functionality for 40 years. Our glasses should not only inspire at first glance, but also for years to come. In order to be able to determine what to do next, we ask you to contact the Porsche Design dealer from whom you purchased your model. Alternatively, you can find an optician near you by using our store locator (https://www.porsche-design.com/en/store-locator/). In order for your request to be immediately resolved on site, we recommend that you call the optician in advance.

    What size of sunglasses do I need?

    Please use our size chart if you're unsure about which eyeglass size is right for you. The respective product detail page features a size chart for all eyewear along with the appropriate measurements (width, height, bridge, temple length).

    Writing instruments

    I need a new refill/cap for my Porsche Design writing instrument. Where can I get one?

    You can also order different refill sets from our online shop. Click here for refill sets: https://www.porsche-design.com/en/Accessories/Writing-Tools/. Please make sure that the product you need is available. Alternatively, use our store locator https://www.porsche-design.com/en/store-locator/ to find a store near you.

    Skincare & Fragrance

    The spray nozzle of my Porsche Design perfume is defective. Can it be replaced?

    Unfortunately we cannot replace spray nozzles. Please contact the retailer or the store where you bought the perfume to check your warranty claims.

    Where can I test Porsche Design fragrances?

    You can always test a selection of our Porsche Design fragrances in our stores and purchase them there. You can visit a store near you using the store locator: https://www.porsche-design.com/en/store-locator/

    What do I need to know if I want to return Porsche Design fragrances?

    Please note that, aside from claims cases, returns containing opened perfume bottles will be rejected. We ask you to please use the original packaging when returning the product so that the shipment of dangerous goods (including hazardous goods stickers) is handled properly.

    Accessories (kitchen knives)

    What do I need to know in regards to my high-quality Chroma-Porsche Design knife?

    It is important that high-quality knives are always sharp. As such, the knife must be sharpened regularly. It is important that you never scrape the cutting edge of the knife against the cutting board. Always use the back of the knife instead. Be sure to always wash the knife carefully, never put it in the dishwasher and never clean it together with other dishes. This can damage the high-quality blade. It is sufficient to rinse the knife with water after use and let it dry. Always use a wooden or plastic cutting board when cutting. Never cut on a hard surface, as this may damage or dull the blade.

    Shisha

    Can I reorder a replacement glass or replacement hose for the Shisha 2.1?

    You can also order spare parts such as a spare glass and a leather hose for your Shisha 2.1 from our online shop. https://www.porsche-design.com/en/Accessories/Smoking-Accessories/ Alternatively, use our store locator https://www.porsche-design.com/en/store-locator/ to find a store near you.

    Lighters

    My lighter doesn't work anymore. What can be the cause and what can I do?

    Please follow our short instructions first and check your lighter's various functions. If you've followed the test instructions and your lighter still doesn't work, please contact your Porsche Design dealer or the store where you purchased the product.

    What do I need to know when returning Porsche Design lighters?

    Please note that the lighter should be properly emptied prior to sending it back. We ask you to please use the original packaging when returning the product so that the shipment of dangerous goods (including hazardous goods stickers) is handled properly.

    Bags & Luggage

    I need a spare part for my suitcase/bag. Where can I order these spare parts? My bag needs to be repaired. Who can I contact for repairs?

    For any questions about your bag or suitcase, we kindly ask you to contact the Porsche Design dealer or the store where you purchased the product. Alternatively, you can send your request via the contact form on our website. We will take a look at the submitted information and help you find the right person to contact.

    General

    When is the new collection or a new product available in the online shop?

    If you have questions regarding availability of new collections,we ask you to be patient. As soon as new products become available, they are sold through the online shop. Please understand that we cannot address individual requests.

  • Returns

    Can I exchange or return a product I've ordered?

    We are sure that you will enjoy and be satisfied with your Porsche Design product[s]. If you have a complaint, we will refund the purchase price immediately upon receiving the items. Please take note of our return policy. Depending on the financial institution, it may take several days before the purchase amount is credited to your card account. Please note that a replacement delivery is only possible in case of a material defect. An exchange against another size or colour variant is not possible. Please place a new order.

    What do I need to remember when sending the products back?

    We send a return slip with every order. This needs to be completed and sent back with the returned item[s]. Please provide the relevant information, e.g. the invoice number, reason for return and desired transaction [credit or exchange]. The return slip also includes an addressed sticker with prepaid postage to use to return your goods.

    In which cases can I return an item?

    If you don't like an item you ordered from our online shop, or it doesn't fit, or for any other reason, you have the option of returning your order free of charge within 30 days after having received the goods. Please note, however, that this only applies to unopened, intact and unused items.
    You have 14 days to exercise your statutory right of withdrawal without providing a reason for the return. In order to meet the deadline, it is sufficient to ship the return in a timely manner. Further explanations and information on the right of withdrawal, its conditions and consequences can be found in the cancellation policy and general terms and conditions (link).

    I would like to return my online shipment, but I no longer have my return label. Where can I get a new return label?

    If you cannot find your return slip, please send an email with the order number and contact details to: shop@porsche-design.com. We will immediately send you a new return slip by email and you can return the package to us. The customer will receive a return slip from Loewe.

    Can I file a complaint regarding a product?

    We very much regret that you're not satisfied with the item you purchased from us. In this case, feel free to complain about the product in question. Please submit your claim by completing the form on our contact page + enclose the return documents. We ask that you provide us with as much information as possible, so that we can quickly review your complaint. Please note that we are not able to process your complaint without complete information and documents (pictures, proof of purchase, warranty card, etc.).

  • Miscellaneous

    I lost my proof of purchase. How can I still prove that my product is within the legal warranty period?

    You may claim your warranty by contacting the dealer from whom you purchased the product. You can only assert your claims against Porsche Design if you originally purchased the product from a Porsche Design Store or an official Porsche Design dealer or from the online shop belonging to Porsche Licensing and Trading Company mbH & Co. KG (www.porsche-design.com). If you have lost the receipt, then check if you have an alternative proof of purchase. A bank statement will also be accepted as proof of purchase.

    I would like to apply to the Porsche Design Group. Where can I submit my application?

    The fastest way to get your application through to us is the career portal on the Porsche website: https://www.porsche.com/uk/aboutporsche/jobs/. Please register for your application process via our online applicant portal; there you can directly submit your personal documents. On the website you will also find an overview of all career opportunities at Porsche Licensing and Trading Company mbH & Co. KG. Good luck!

    I was unable to unsubscribe from the newsletter. What happened and who can I contact?

    We apologise if your cancellation was unsuccessful. Please send your request to the following email address and we will take care of the rest: contact@porsche-design.com

    How can I contact customer service?

    Feel free to contact our customer service if you have any questions regarding your order, login or registration. If you call from Germany, use the number +49 8009000911, from abroad: +49 7119110 or email us at contact@porsche-design.com. We are here for you from Mon. - Fri. 8:00 a.m. to 8:00 p.m., and Sat. from 8:00 a.m. to 4:00 p.m.