How can we help you?
Our SIP help section is sorted by topic to make it easier for you to find the right answer!
How can we help you?
Our SIP help section is sorted by topic to make it easier for you to find the right answer!
How do I find the right article?
In the web shop, you can search within the various vehicle groups using product names, keywords or manufacturers. It is often sufficient to enter syllables in combination with the manufacturer or scooter or engine model.
It is possible to search via the article number as well as the original manufacturer number.
Our specially prepared explosion charts make it easier for you to search for spare parts! By clicking on the respective product, you will be shown various matching products.
Does the article fit my vehicle?
To ensure this, we recommend that you set a vehicle filter when searching for articles. To do this, go to "Select model" on the SIP website and enter your chassis number. In most cases, your suitable model will appear in the hit prefix after you have entered the first few letters. The chassis number can be found in the vehicle registration document.
After setting the vehicle filter, you can search for your desired product keyword (exhaust, cylinder, etc.) and only items that actually fit your model will be displayed. Please note that it is possible that the selected product has not been installed as standard. Therefore, we recommend validating the use in any case. To do this, use the list of uses, which can be found in the item details at the very end of the page. There you will find further information such as the border chassis number, requirements for installation and more.
My desired article is not in stock. What options do I have?
If we don't have all the items you want in stock, you can still order them. You will receive an e-mail from us when the products are available again and they will be delivered to you postage-free with your consent
In your customer account you will find an overview of your backorders and can manage them!
Our practical availability traffic light informs you whether and how many items are still in stock and when items that are not in stock will arrive again! Activate the stock alarm and receive a notification when the item is available again!
I can't find the item I'm looking for in the shop. Can you order it?
If articles are needed that we do not have in our range, our buyers can order them specially from our reliable suppliers. This is done in an uncomplicated way via special orders, which take about 3 weeks, depending on the origin of the supplier.
I have difficulties with my order. Where can I get help?
If you have difficulties with your order or other questions, you can contact our multilingual call centre here or write an e-mail to our customer service!
What is SIP Primo?
With SIP Primo you enjoy attractive benefits for only 20 €/year: You can order postage-free to Germany or Austria for 12 months, your orders will always be shipped with SIP Speed Express (this service would otherwise cost you 6 €) and you will receive a free gift with your first SIP Primo order, theSIP Premium Oil Art. 1440000.
Please note that we can only offer this service to end customers!
Can I change / cancel my order later?
Your order can be processed or cancelled until we have started the picking process. From this point on, changes are no longer possible! Changes or cancellations can only be made by our support team. Please note that written change requests are not always read immediately, so we recommend contacting us by telephone. Please have your order, customer or reference number ready. By the way, you can check the current status of your order at any time in your customer account under "My orders".
Why can't I order MALOSSI articles?
SIP Scootershop has been the official importer of the traditional Italian brand MALOSSI since 2010. Since there is a separate importer for each country, we can unfortunately only ship MALOSSI items within Germany. In our webshop you will find alternatives to every product, from other equally convincing brands, so that you can find a suitable product to suit your needs!
Why can't one or more items be sent to my country?
Due to shipping and/or dangerous goods regulations of the shippers (DHL, FedEx, UPS) it is not possible for us to send some items to some countries. There are also regional distribution bans for certain article groups (e.g. lighting equipment). We ask for your understanding.
After placing my order, I received a "Fraud Prevention" e-mail. What does this mean?
In times of global mail order business, security is becoming more and more important. Together with our major payment service providers, our aim is to prevent payment and identity fraud in advance.
In order to exclude such a case, we need some more information from you - please understand this. We always act responsibly and in the interest of the customer!
In order for us to proceed with your order in a timely manner, please send us a double-sided copy of your credit card and a copy of your passport/ID card as soon as possible to [email protected] or send us a fax to +49 81919699970.
What happens if I do not complete my shopping cart?
The items in your shopping basket are automatically saved in a notepad if you do not complete your purchase. You can find your notepad in your customer account under "Notepad".
Do I get any special discounts?
In principle, our sales prices are also the prices at which we would like to and must sell our articles to customers. Please understand that we can only set up a special discount under special conditions:
Collective Order Discount: Frequent Orderers will receive a 10% discount voucher for every additional order over €500, starting with the 2nd order over €500. Click here to find out more about the bulk order discount.
SIP Club Discount: Do you belong to a scooter club? Your scooter club is part of the Vespa World Club? Then register with us and receive a 10% discount!
Dealer discount: Specialist dealers receive turnover-based price advantages from us. Prerequisite for this is a trade in the scooter sector. You are a dealer? Please contact our dealer department directly!
What does partial and complete delivery mean?
Unfortunately, it happens from time to time that we do not have all articles in stock. Therefore we offer you the possibility to choose between partial and complete delivery!
Partial delivery: You can hardly wait to start working on your Vespa? No problem, we will send you all articles in stock immediately! If your order falls below the postage-free limit, we will have to charge you for postage. As soon as your missing items are back in stock, you will receive an e-mail. For orders outside Germany, subsequent deliveries can only be made if the value of the goods exceeds 25 €.
Complete delivery: You would like to receive the order in one package? We will ship your order only when all parts are available and will inform you as soon as your order is ready for shipment. As the items come from different suppliers, this can lead to unusually long waiting times. Therefore, we recommend partial delivery.
Attention: Your backorders will be removed automatically after three weeks!
Can I see which item I have on backorder?
You can manage your backorders yourself in your personal SIP customer account. In addition, you will be informed about available backorders by e-mail.
What happens if a backorder becomes available again?
If a backorder becomes available again, you will usually be informed by e-mail. Please follow the instructions in the email and go through the online ordering process again with the backorder item.
How long will backorders be stored for me?
After consultation and individual request, backorders can be stored for up to three years. Deliverable backorders are usually stored for a maximum of 3 weeks. If you do not retrieve the backorder, it will be deleted automatically.
What is my customer number?
Log in to your customer account. Click on Master data. In the graphic below your name you will find your SIP customer number.
I want to register, but my e-mail address is already in use?
You have already registered with us. Please use the forgotten password function.
I want to register, but the shop won't let me enter the VAT ID?
We have to check the validity of the VAT ID with the Federal Tax Office beforehand, so this field can only be filled in by SIP employees. You can contact us by e-mail or telephone, give us your VAT ID and we will enter it if it is valid.
I have not received an invoice for my delivery.
For the sake of the environment, we do not print out the SIP invoice in some cases. However, you will receive it online. If you have not received an e-mail, invoices and credit notes can also be downloaded from your customer account under "Invoices". You don't want to do without a paper invoice in the future? Activate the checkbox in the order completion!
I have lost my access data to the SIP customer account, what can I do?
If you simply don't have your password, you can request a new one. Simply click on "Forgotten password" and enter your e-mail address.
If you can't remember your email address or username either, just call our call centre and we'll be able to help you!
My customer account has a credit balance, how can I redeem it?
You can redeem existing credit directly at the end of the order process online. You will find the amount that can be redeemed on the last page of the order completion process.
I don't want to receive your newsletter, how do I proceed?
If you no longer wish to receive our newsletter, log in to your customer account and go to the newsletter section under "My account". Here you can manage your subscription yourself!
What are the functions of the notepad?
The notepad is a useful helper for you and your orders! You can manage and save different projects, transfer notepads directly to your shopping cart and also have them checked by us in advance. Simply send it to our service mail [email protected].
You want to make your project public and share it with others? Make your notepad public and share your dream setup!
Where is my parcel?
SIP Scootershop generally sends your parcels with four different courier services, DHL, UPS, FedEx or, for large deliveries (frames, lifting platforms etc.), Dachser. As soon as your parcel is ready for dispatch, you will receive an automatic dispatch confirmation from us by e-mail, in which you will find more detailed information about your parcel, including tracking information . You can find an overview of your orders and their status in your customer account under "My orders".
I have ordered via DHL Wolrdparcel and the delivery is overdue.
On average, over 800 parcels leave our warehouse, which is why we only work with reputable courier services (DHL, UPS, FedEX, Dachser). With the international DHL service Worldparcel Economy, DHL offers a low-cost service for worldwide shipping. This is made possible by the transport routes sea, road and rail. We ask for your understanding that tracking and tracing is only possible to a very limited extent and that the standard delivery times can sometimes deviate considerably.
An investigation on the part of SIP can only be requested after 6 weeks from the date of dispatch. During this time, our hands are tied and status updates are not possible.
However, you are welcome to contact DHL customer service directly on +49 18063453003, quoting your tracking number!
I would like to have my parcel sent to a different delivery address. What do I have to do?
If the parcel is still with us, contact SIP Support immediately on +49 8191 96999 60 - if possible, our team will update your delivery address immediately. If your parcel is already on its way, your change of address must be made directly with the shipping service provider. Follow the information in the tracking email.
The shipping costs for my order are higher than stated in the webshop when I placed my order. Why is that?
If you order with UPS or FedEx, the shipping costs are based on the physical or volume weight, which is difficult to determine in advance. This can lead to differences in your shipping costs. If the actual shipping costs differ significantly from the pre-calculation, you will be contacted by our SIP support.
Can I put a note on the parcel that my shipment will be delivered to a neighbour or that I will be called before my shipment is delivered?
No, we do not have the option to pass this information on to the delivery service provider. However, you do have the option to provide delivery-specific information to the delivery agent immediately after your package is shipped. Please refer to the tracking email you receive directly from the shipping company.
Can I add items to an order I have already placed?
Your order can be processed, extended or cancelled until we have started the picking process. After this point, changes are no longer possible! Changes or cancellations can only be made by our support team. Please note that written change requests are not always read immediately, so we recommend contacting us by telephone. Please have your order, customer or reference number ready. By the way, you can check the current status of your order at any time in your customer account under "My orders".
I have one or more items on backorder which, according to your delivery date information, should have arrived at your warehouse by now. Why don't I get these items?
We always try to have sufficient stock of all the items we offer in our warehouse. Unfortunately, it still happens from time to time that an item is not available. With our large network of suppliers, delivery delays are unfortunately unavoidable for some products. In this case, you are welcome to call us and try to get a more precise delivery date from us. However, we are not able to give an exact delivery date in every case. Unfortunately, the only thing that helps is to wait patiently. If you have had the item put on backorder anyway, you will automatically be notified by us by e-mail when the item arrives and the item will also be reserved for you.
How are international shipping costs calculated?
During the checkout process we have provided you with a preliminary calculation of the shipping costs. This calculation is based on the actual total weight of your ordered products. However, as the above-mentioned senders always calculate on the basis of the higher weight and the volume weight cannot be determined in advance, you will only be informed of the actual shipping costs after the packing process.
Delivery to a Packstation
To specify the Packstation address correctly, proceed as follows:
Enter first and last name
Enter the post office number in the Company field - you will find this on the Packstation Card
Enter the Packstation address in the Street field
House number is the number of the desired Packstation
Enter the Packstation data as postcode and town of residence
You can find all Packstations in your area in the DHL Postfinder
How can I use the credit on my customer account when ordering?
The amount of your customer account credit is displayed during the order process, but it is not automatically deducted until the invoice is issued after the packing process. If you wish to pay by PayPal or credit card, you must first authorise your payment without the credit. The credit will be deducted automatically!
Exception: the VAT has changed since the credit was registered
Why do I have to pay 1,90 € more?
To ensure that you receive not only first-class products, but also the best possible service, we ship your order in environmentally friendly and verified packaging for a flat packaging fee of €1.90. Our high-quality packaging is partly made of recycled materials. Some of our high quality packaging is made from recycled or biodegradable materials, which helps to minimise our environmental footprint.
Is there a minimum order value?
We do not have a minimum order value for orders within Germany. For all other countries, whether within or outside Europe, your order must be worth at least €25.
How do I get my order faster?
Internally, orders are processed in order. Can't wait to start screwing? Select our SIP Express in the order process and enjoy top priority. Your order will be processed before anyone else and will be shipped the same day if it is received by 12 noon!
How can I pay for my order?
We only offer service-oriented payment methods that meet every customer wish and requirement!
Credit card: We accept Visa, MasterCard, American Express, Eurocard and Diners, depending on the delivery address. In the retail shop also Edenred cards.
The invoice amount is initially only authorised and only charged to your account at the time of dispatch.
Use the Secure Server for this payment method, which transmits data in encrypted form. If the invoice amount exceeds a limit or if it is your first order by credit card, we sometimes ask for proof of card details. This is for your own security!
PayPal: PayPal is the most popular payment method because it is fast, easy and secure! Similar to credit card payments, the amount is initially only authorised and only charged when the order is shipped! Sometimes the total amount of your order exceeds the originally authorised amount. This may be due to different delivery costs or higher VAT rates. In this case, you will need to re-authorise your order in order to proceed with it.
In addition to the standard payment methods, we also offer country-specific digital wallets (Apple Pay, Google Pay and more) and local payment methods, which are displayed to each customer individually in the payment process depending on their country of origin.
How can I get back the VAT I paid?
Unfortunately, you can only have the VAT refunded in non-European countries as a merchant customer.
As an end customer please contact Global Blue.
My credit card payment is cancelled online. Why and what can I do?
Failed online credit card payments can have various reasons. Our payment provider checks various information when a payment is made for security reasons and may also cancel payments. Please understand that we cannot describe the checking mechanisms in detail. In the event of a rejection, please contact the issuing bank to find out the reasons for the rejection. Only your bank can tell you the reason for rejection (you can usually find your bank's phone number on the back of your credit card). Please also check if the card is activated for online payments and if the daily and regular credit limit is sufficient for your order. Please note: We cannot offer a quick solution in case of rejection. We recommend that you use a different payment method.
The following factors may be responsible for the cancellation of a credit card payment:
Credit card information: Check your payment information and the validity of the card. Number errors often creep in. An incorrectly entered card number, security code (CVC) or expiry date can lead to payment cancellations. Some banks also check whether the billing/delivery address of the order matches the address of the cardholder.
Card limit: You may have accidentally exceeded your credit card limit. For larger amounts, you may have reached your daily limit. The limit can be increased at most credit institutions in the online access. Some banks have to authorise unusually large payments additionally.
Technical settings: Anti-virus programs with "safe browsing" function or ad blockers prevent required windows or redirects. Old cookies or settings in your browser can also be the reason for the payment being cancelled. Temporarily deactivating the programmes and/or deleting your internet history including cookies can help.
Location: Security settings of local networks of companies or universities are often the reason for payment aborts. In this case, we recommend using a home network.
International payments: In some cases, payment is rejected if you order from a country other than the country the credit card is authorised for. In some cases, the bank will only allow payments in local currency. In both cases, you must contact your own bank.
possible security restrictions: To prevent card misuse, individual transactions are subject to special security checks. This procedure is intended to ensure that the purchaser is actually the cardholder. Especially in the case of unusual purchases, it can happen that a payment with the credit card is rejected. For example, your card may be declined if you usually only use it to pay for petrol or in a restaurant, but then use it to make an expensive purchase at a jeweller's shop. First-time orders and high-value orders are also accepted by banks, regardless of the available coverage or credit limit. Your bank may need your permission to proceed with the transaction.
Authentication for credit card payments on the internet: The 3D Secure or Verified by VISA procedure is not activated for your credit card or the security codes have not been entered or have not been entered correctly. In any case, please make sure that you have your 3D Secure code (MasterCard) or Verified by VISA access or verification data to hand if your credit card is equipped with this function.
What do I need to know about cash on delivery?
If you are not at home on the day of delivery, cash on delivery items can also be delivered to a neighbour. Simply leave a note for the postman or enter a different delivery address (e.g. your place of work) directly in the order process.
If the delivery is not successful, you can pick up your order at your local post office within seven days. UPS shipments will be attempted to be delivered on a maximum of three consecutive days and then returned
Please note: Cash on delivery is only possible in Germany for orders up to 1000 €! Other limits apply throughout the EU. Please contact the shipping company directly for more information.
I paid for my order on the Internet by credit card or PayPal. Some of the items in my order are not available when I place my order. Have I already paid for them?
No, you only pay for the items you have received. The remaining amount authorised by you but not collected by us is automatically forfeited!
I have a defective item, what should I do?
If you have received a defective item from us, please contact us by email at [email protected].
So that we can process your complaint as quickly as possible, we need:
Customer number + order number
Description of the defect
meaningful photos
After receipt and thorough examination, our support team will contact you as soon as possible. We will find a solution!
My parcel was delivered with damage, what should I do?
If you receive a damaged parcel, there are a number of things to consider:
Document the damage (package and contents) with photos
Check the contents against the invoice to make sure they are complete
Have the damage confirmed by the delivery person, if necessary
Contact the responsible parcel service provider immediately
Follow the instructions of the parcel service provider
Send an additional e-mail to [email protected] and attach your pictures
Don't be put off! Damaged parcels are handled differently from country to country, but the physical damage assessment on site will help you to settle the claim! As a rule, you must file a claim within 7 days. From experience, however, we recommend that you report the damage to the responsible parcel service provider as soon as possible. Of course, you can open your parcel despite the damage to see if and which items were damaged.
If you notice the damage in the presence of the courier service driver, he can also report the damage directly to his courier service. Please note that the damaged shipping box must be kept until the damage report has been completed! It must not be thrown away.
Are there parts missing from my package that I ordered?
If your package does not contain all the items you ordered, first check whether there is any damage to the package and proceed as described above.
If there is no damage, please check your invoice. We will note here if any items in your order were not available and mark them with a quantity of 0, no price and, if available, an estimated delivery date.
If these cases do not apply, please contact our customer service.
Do I get my money back?
In the case of a justified warranty case, you have the legal right to subsequent fulfilment. If this cannot be fulfilled, you will receive a refund from us.
I would like to return some items from my order. How do I proceed?
At SIP Scootershop, we place great importance on making the returns process as simple and smooth as possible. That is why there is a document envelope with a return form in every package. This form must be completed in full and enclosed with the return.
If no return form is available, it can be downloaded here:
In order to be able to carry out a complete evaluation, please return the item in its original packaging and with all accessories such as small parts (screws, nuts, holders) as well as accessories (manual, black box for speedometers, etc.).
Be sure to keep the receipt from DHL!
Who pays the return costs?
For returns within Germany, a prepaid return label is enclosed for a free return shipment. For shipments outside Germany, please contact SIP Support at [email protected] Please understand that we cannot cover the costs for returns outside of Germany due to non-conformity . In this case you have to organise and pay the shipping costs yourself. A refund of the shipping costs will not take place! In case of a defect, the costs will of course be covered, in this case SIP Support will give separate instructions.
How long does the processing take?
Once we have received the return, the internal processing time is usually 2-3 working days. In exceptional cases, especially during the peak season and/or in the case of a higher examination effort, it may take a little longer.
Likewise, longer waiting times may occur if the item cannot be inspected/evaluated at our premises. In these cases, the item will be sent back to the manufacturer. Depending on the inspection, waiting times of 2-3 months may apply.
When and how do I get my money back?
If it is a simple exchange, we recommend a refund, which is made via the original payment method after inspection. Alternatively, the credit amount can also be credited to the SIP customer account. The customer credit can be viewed online in your personal customer account at any time and used for future orders. The decision is entirely yours.
Credit notes are created in our returns department, the final chargeback takes place in our accounting department. It can take 2-3 working days between the creation of the credit note and the refund. We ask for your understanding.
I did not receive a prepaid label in my parcel, why?
We often hear this question from our B2B customers. We ask for your understanding that a free return for our B2B customers is only possible in case of a defect. In this case, please contact SIP Support. In all other cases we ask you to organise the shipment yourself and to bear the costs for this!I did not receive a prepaid label in my package, why?
We often hear this question from our B2B customers. We ask for your understanding that a free return for our B2B customers is only possible in case of a defect. In this case, please contact SIP Support. In all other cases we ask you to organise the shipping yourself and to bear the costs!
Can I return items to the SIP Store?
If you want to return an item to SIP Scootershop in the shop, this is absolutely no problem. No matter whether you bought online or in the shop, we only need a completed return form to process the return quickly and easily. To avoid unnecessary waiting time, we recommend that you bring the completed form with you.
What do I have to consider when returning a SIP speedometer?
In order to process a SIP speedo complaint, we need the speedo and all accessories, including the black box, back. Please enclose further information with the return, such as the exact vehicle, engine and current electronic system. This is the only way we can evaluate your complaint quickly and completely. Thank you very much for your help!
I bought a battery from you and would like to get the deposit for my old battery refunded. How do I do that?
When you buy a battery from us, we charge a €7.50 battery deposit and send a "deposit stamp" with the goods. The deposit label serves to prove that batteries have been disposed of properly. We therefore need the stamp and signature of the recycling centre where the battery was handed in. As soon as we have received the completed and signed deposit stamp by fax, letter or e-mail, we will refund the battery deposit. Please note that we can only refund the deposit for batteries that we carry in our assortment, therefore we do not accept car batteries.
With the completion of Brexit and the end of the transitional period, cross-border consignments of goods to Wales, Scotland and England (hereinafter referred to as "Great Britain") will no longer be subject to the European VAT Directive as of 1 January 2021. Northern Ireland remains within the scope of the EU.
However, this does NOT mean that shipments to Great Britain are automatically tax-free. HM Revenue and Customs (HMRC) has set a threshold for so-called small consignments at which VAT is charged directly by the consignor outside the EU. Above this threshold, import tax is payable.
Does SIP continue to supply the UK?
Of course we do! However, there are a few things to keep in mind. You can find a summary of the most important information here. If you have any further questions, please contact our SIP service team at [email protected].
What prices do I pay at SIP?
The prices shown in the webshop are without VAT if you select the correct country "United Kingdom".
Threshold definition
HMRC has set a threshold of GBP 135.00 (approx. EUR 151.62). The GBP 135 goods value threshold is generally based on the net sales price. Transport and insurance costs are excluded. The limit applies to the total value of the consignment and not to the individual items.
Value of the shipment < GBP 135.00
For consignments of goods that do not exceed a value of GBP 135.00, no UK import VAT is generally payable. Instead, UK VAT will be charged at the time of sale.
All items in the SIP Shop are displayed net. The VAT payable will be displayed at checkout.
Value of the shipment < 135.00 GBP with UK tax number
Under the "reverse charge" procedure, if a valid UK tax number is available, the goods could be shipped VAT free. Due to the additional work involved, we ask for your understanding that we cannot use this procedure!
Value of the shipment > 135,00 GBP
For shipments exceeding the value of 135.00 GBP, UK customers are subject to import VAT and possibly customs duties. These must be paid before the customer receives the goods. Settlement will be made in conjunction with our shipping service providers (UPS, FedEx, DHL).
I live in Northern Ireland
Nothing changes for customers from Northern Ireland. When ordering in the shop, VAT will be displayed and charged directly on the item. There are no customs duties.
Delivery & Shipping
You can have your order shipped by any of the carriers shown in the webshop and choose your preferred one. We recommend a shipment with FedEX or DHL. Shipping is fast and inexpensive at the same time. In addition, the handling of customs and import costs is easier with these shippers than with UPS. Here, the delivery can sometimes take up to three weeks.
Average delivery times:
DHL Economy 1 - 2 weeks
DHL Premium 4 - 7 days
UPS Standard 3 - 7 days
UPS Express 1 - 3 days
FedEconomy 4 - 7 days
FedEx Express 1 - 3 days
Please note that for shipments to the UK, customs and import charges must be paid in advance, otherwise your shipment cannot be delivered and there will be delays. This is due to UK customs arrangements, over which we have no control.
Unfortunately, we can no longer offer our flat-rate option with UPS for 6 € and shipping is only possible at the regular shipping prices.
We hope for your understanding that there may be occasional delays in delivery at the moment and ask for a little patience.
Do I have to pay customs and taxes?
In principle, yes and from a goods value of 135 GBP. However, the amount of customs duty depends on the goods themselves (goods tariff number = HC Code), the value and the country of origin. However, after checking our range of items, many of our listed items incur little or no customs duty.
A detailed overview can be found at: https: //www.trade-tariff.service.gov.uk/sections
Customs: https: //www.gov.uk/goods-sent-from-abroad/tax-and-duty
SIP will only charge the net value of the parts ordered plus shipping charges. If the package arrives in the UK and is eligible for an import procedure, any courier service will charge the following:
Customs duty: normally around 2% of the value of the goods
Import VAT: 20% of the value of the goods (from January 2023)
Clearance fee: approx. 12 GBP
The courier service will bill you directly.
What are commodity tariff numbers (HC codes)?
Goods are classified internationally according to their technical nature in so-called commodity tariff numbers (customs tariff number or HC codes). The tariff number is used to determine the customs duties on importation.
The commodity tariff number can be found on the SIP invoice for SIP products for customs purposes. We cannot provide commodity code numbers in advance.
To identify the commodity code, you can also use the European Customs page:
Certificate of Origin (Proof of Origin)
With proof of the product's country of origin, customs duties may not apply. Due to our complicated supply chains and lack of knowledge of suppliers, we cannot provide "Certificate of Origin" proofs! We kindly ask you to refrain from enquiries.
I have a return, how does that work?
For the most part, returns work as usual. In the case of a clear error on our part, we will cover the return costs. Please contact our service team at [email protected] in advance if you have a complaint ! We will check the return and confirm the return shipment. If you are not satisfied, you will have to bear the return costs.
In both cases we need a "Commercial invoice". Use the original SIP invoice for this purpose. The return shipment must be declared as a return to your customs office.
Transit time delays DHL, UPS, FedEx
The global Covid-19 pandemic also poses major challenges for our shipping partners. Lockdowns, entry restrictions as well as the reduced freight capacity via the currently restricted passenger air traffic force our partners to reallocate the freight volume to slower transport routes such as sea freight. Longer transit times are unavoidable. We ask for your understanding.
Furthermore, individual country import restrictions are very dynamic worldwide. SIP Customer Service will contact you if there are any problems/restrictions with your shipment. However, it is advisable to check the DHL website in advance.
Overview of DHL shipping restrictions:
https://www.dhl.de/de/privatkunden/information/aktuelles.html
Cash on delivery payments are still possible, but can currently only be made at the specified branch. You will receive a corresponding information slip from DHL upon delivery.
In some zones there are very long delivery times, especially in America, Asia and Australia. Shipments with DHL Worldparcel Economy and Premium have to expect a delivery time of at least 6-8 weeks!
UPS delivers almost trouble-free worldwide. Here, too, cash on delivery payments are only possible to a limited extent. There are occasional disruptions to delivery times and delivery restrictions. If UPS is not displayed as a shipping method online, delivery to this country is currently not possible.
FedEx has also resumed deliveries worldwide in the meantime. However, country-specific import restrictions can lead to transit time disruptions.
More information can be found on the FedEx info page:
Is it safe to order products from SIP and have them delivered to my home?
According to current information from the Robert Koch Institute and the Federal Institute for Risk Assessment, transmission of the coronavirus through products and shipments is unlikely.
