What happens now?
You should receive a confirmation email with all the details of your order within a few minutes of placing your order. In this way you can be sure that we have your order and that all is correct. The email will include the items you ordered, your address and phone number, payment method, and our contact information if you should need to follow up on your order. Payment data like credit card numbers or bank account numbers are NOT included in the email, for your security.
When will my order be processed?
Orders that we receive before 15:00 (CET CEST) are normally filled and sent the same day. Orders after that time, and on weekends and national holidays, will be normally be processed the next working day. Very often, depending on the number of orders we have to fill, we also manage to get orders received after 15:00 weekdays processed the same day. If the article you have ordered is not in stock for some reason, you will be notified of the potential delay as soon as possible!
Can I follow the processing of my order online?
No, our inventory system and online order software are two separate computer systems. But we undertake to inform you as soon as we can by email, of any problems or potential delays. If you chose UPS as your delivery service, you will also automatically receive an email from them when your order has been entered into their system, and from that point you can follow the order through their online tracking system. With the German Postal Service, we inform you ourselves when the order has been dispatched, but tracking is not possible.
I selected the Bank Transfer method, but I can find no account number for Fine Tools in the confirmation email. Why is this information not included?
The automatic confirmation email is simply to say we have received your order. We will personally send a second email to you confirming the order, with the bank account information included, as soon as we have processed the order. But in this case we always review the order to make sure everything is in stock and can be shipped immediately after we get the payment. Otherwise we inform you of the delay and ask for payment only when we are ready to ship so that you do not pay us for items we cannot send you.
I forgot to include something in my order. Can I add something to it so that I don't have to pay twice for shipping?
Yes, as long as we have not shipped your order, we can add items to it. The easiest and surest way to do this is to reply to the confirmation email and to write ABOVE our text at the top of the reply box, the items that you would like to add to your order. If it is too late and the order has been sent, we will never charge you for sending a second package without asking you first.
Can I remove an item from an order?
Yes, as long as the package is not in the mail, you can delete an item from an order, or even cancel the order entirely if you like. Again, the simplest way to do this is to reply to the automatic confirmation email and write, ABOVE our text at the top of the reply box, what you would like to change.
I chose the " DIRECTebanking" payment method. But it didn't work. Do I have to make a new order?
No! Your order has in any case reached us, and will be processed as if you chose the "Bank Transfer" method. Once we have processed the order, you will receive a second email with our bank account information to make a traditional bank transfer.
I have not received my order confirmation email. Why?
Possibility and the most likely: you did not enter your email address correctly. Send us a second message with the correct email so that we can correct your data.
2. Possibility, also fairly common: your web browser's spam filter blocked our email. Open your spam filter and enter *@fine-tools.com in the list of permitted senders (this is sometimes called the whitelist).
I received the confirmation email, but not my order nor any message from Fine Tools on my order's status.
Some orders can only be sent after we receive a reply to questions we have. So we advise that you have a look in your spam inbox. Sometimes supplemental emails are screened out as spam by people's web browsers. So open the filter, and enter "*@fine-tools.com" and "*@feinewerkzeuge.de" in your permitted sender or "whitelist." If you don't find an email from us in your spam box, please send us a message. Because we do not require a telephone number from our customers, we cannot always call you if the email does not work for some reason and we have questions about your order.
Can I make suggestions or comments on your merchandise, website, and order processing?
Yes, please do. We welcome suggestions and it is easiest to enter them here! Most of the improvements we have been able to make over the years have come from the comments, questions and concerns of our customers.