FAQs

How can I place an order?

When you wish to buy a product, simply click on the Add to cart button and the product will be added to your shopping cart.  You will then have the option to continue shopping or proceed to checkout.  Once you have placed your order and completed payment, you will receive an email confirmation.  Once your order has been processed and the items are despatched, you will receive another email confirmation.

What can I do if something is not to my satisfaction?

Our aim is to provide a faultless service, however if there is anything that does not come up to standard or we have overlooked by accident, please contact our Solution Team who are here to help. solution@deutschecraft.com

How can I amend or cancel an order?

We are committed to meeting our delivery promises therefore we cannot add new items to orders that have already been paid and processed.  Please place a new order in this case.  You can cancel your order according to our standard returns policy.

What about my security?

We use SSL security provided by Global sign for your security.

Times and prices

Delivery times and prices will vary depending on size, weight, supplier and whether a product is already available or it must be manufactured upon order.  Please refer to the product page for a delivery estimate.  Your final shipping price will be clearly indicated at check out.  Smaller items are usually delivered within 3-8 working days and larger items and furniture may take up to 40 days.  If you have any queries about delivery before placing an order, drop us an e-mail to solution@deutschecraft.com.  Delivery restrictions may apply for certain products so we advise that you either contact us or read the product information before you make a purchase.

How do I know if my order has been shipped?

You will receive a confirmation email when your order is despatched.  If you have ordered multiple items, you may receive a separate email for each product if the suppliers differ.

I received an email but my item did not arrive.  What should I do?

Please contact us immediately on solution@deutschecraft.com   Please include your name, telephone number, e-mail address, order number and date of purchase.

Delayed delivery

We want you to have an easy experience.  We aim to meet our stated delivery times.  If an order is delayed through a reason beyond our control, we will do our absolute best to assist in resolving.  We will notify you in advance if we are made aware of any possible delays affecting your order.

Which countries do you deliver to?

We are currently delivering within the UK only.

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right to cancel, you must inform us Bostelmann Trading & Services Limited , Maritime House, Basin Road North, Brighton, East Sussex, BN41 1WR, UK, T: 07403204008, solution@deutschecraft.com of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, or e-mail). You may use the attached model cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least ex-pensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than –

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Please download our Cancellation form:  Cancelation Form

Your satisfaction is our priority.  Should you fail to be satisfied by a product or any aspect of our service, please get in touch to tell us why, and we will try our best to resolve.  Likewise, if you have experienced great service or have positive feedback on a product, we would like to know!

Our gemstone necklaces are handmade and we pay close attention to quality and finish.  In the slim chance that a repair is necessary, please contact us.  We are here to help.

Operating manuals

Every watch from POINTtec comes with an individual operating manual included. However, if you do not have your manual any longer, for most watch models you can download your manual directly from this site. You just need the 4-digit model number of your watch. You can find this number engraved on the case back of your watch: There you will find a number like “6218/0123”. Only the first 4 digits are important. Please enter this 4-digit number into the search box on the top right of this page: Original POINTtec page Then click on any watch model in the results list. It does not matter, which exact model you pick, as they are all the same regarding operating instructions. On the bottom of the watch model description, you will find the link to your operating manual.

All watches purchased at deutscheCraft are placed under warranty for three years from the date of purchase for new watches and one year from the date of newly-overhauled watches.  Within the applicable period, deutscheCraft will, at its discretion, repair or replace any component(s) which fail in normal use.  Such repairs or replacement will be made at no charge to the customer for parts or labour.  This warranty does not cover failures due to misuse, accident or unauthorized alterations or repairs.  Please note the following procedure should you need to use our warranty service:

Please email solution@deutschecraft.com to report and explain the problem you are experiencing.

Please provide a daytime telephone number and address for the return of your watch.

We will contact you (by email) with a Warranty Service Request number (WSR).

Please organise to post your time piece (at your cost) using registered post (or similar) marking the WSR number on the outside of the package and in a covering note to Solution Team, deutscheCraft, Maritime House, Basin Road North, Brighton, East Sussex BN41 1WR.  Please remember that you are responsible for your watch until we receive it.

As soon as your watch is received by us, we will contact you (by email) to confirm safe receipt.

We will arrange to pass your watch to our partner company for service.  We will keep you informed of progress and confirm when your watch is ready to be sent back to you.  We will organise to return your watch by registered post (or similar) at deutscheCraft’s cost to any destination including outside the UK.

You may have a specific requirement, for example, length of necklace, type of clasp, or you may wish to personalise your necklace with a specific combination of gemstones.  If so, please drop us a line at solution@deutschecraft.com

Jewellery and watches

Please store and handle your jewellery carefully and do not use aggressive cleaning products.  Chemicals we use every day, such as moisturising creams, perfumes, hair products etc, act as accelerants to this reaction. Chlorine and sun creams can be especially harsh on the surface of your jewellery and contact should be avoided. We recommended that you clean your jewellery regularly to remove any build up, ideally after it has been worn, therefore removing any residue which could continue to cause a reaction whilst it is in storage.

Concrete

Concrete stain is relatively sensitive so it should always be treated. We distinguish two types of surface treatment: Impregnation – a penetrating, makes virtually no coat to the concrete. These treated with impregnating surfaces are stain-resistant, not acid resistant. You should as soon as possible with an absorbent cloth colored and greasy-oily liquids (coffee, tea, wine, juice … sauce, oil ..). If the fluids acidic, the surface after a certain time chemical attack, similar to many natural stones. Conclusion-Imprägniering: The feel is indescribably beautiful and of course there is no layer is formed on the concrete protective effect is limited.

Another possibility is the coating of the concrete surface. For this purpose we use a 2-component coating, which is transparent and rather dull. It has an excellent resistance to all kinds of stains. Our test with the usual spot bringers (tomato sauce, dish liquid, juice, cola, wine, oil, brandy, gravy u.v.m.) even overnight have left no traces. However, the coating is not intended for very hot pans or on cutting and scrub. So do not heat and Abrasion resistant. Basically like a lacquer. Almost all of our customers opt for dining and coffee tables or kitchen countertops for this coating.

Should you need to be in touch for any reason, please email us at solution@deutschecraft.com