FAQ – Frequently Asked Questions
Advice from the Atlantic Shopping Customer Service Team
Here you will find answers to some important questions that we are frequently asked. You will also find useful advice to help you choose your perfect bar stool or dining chair.
Customer satisfaction is our top priority, and providing excellent service is at the heart of what we do. If you need any assistance, our team is always happy to help and will work with you to find the right solution.
Please don’t hesitate to contact us on 0800 181 8895 (local rate) or email us at kontakt@barhockerwelt.de.
Before Ordering
Do you have any retail locations in Germany?
Do you have any retail locations in Germany?
Barhockerwelt.de belongs to the company Britannic Warehouse, which is located in Birmingham, England. We have a showroom in this city where it is possible to view and purchase our products.
However, sales in Germany and Austria are conducted exclusively via our website or by telephone on 0800 181 8895.
It is not possible to view the products in Germany or Austria before purchasing. However, some customers take advantage of our free delivery offer to order a single product as a sample.
Can I place an order without creating an account?
Can I place an order without creating an account?
Yes. You can place an order on our website without creating a customer account.
However, creating an account allows you to shop faster in the future without having to re-enter your details each time. You can also create and save wish lists of your favourite products for easy access when you log in again.
What are the dimensions of the products?
What are the dimensions of the products?
The dimensions of all our products are clearly shown on the product pages. You can find them in the "Dimensions" tab below the images.
We also provide a detailed dimensions diagram, which can be found among the product images below the main photo. Simply scroll through the images and click on it to view the full details.
Do your products come with a warranty?
Do your products come with a warranty?
Yes, all our products come with a 1-year warranty, as outlined in our Terms and Conditions of Sale.
What are the delivery times? Is delivery free?
What are the delivery times? Is delivery free?
Yes, delivery is free; nothing is added to the product price shown on the website.
Delivery usually takes 2–5 working days (excluding Sundays and public holidays).
Orders placed before 1:00 pm are typically dispatched the same day.
Do you deliver to Austria and Switzerland?
Do you deliver to Austria and Switzerland?
Yes, we deliver to both Austria and Switzerland. Any applicable shipping costs for Switzerland will be clearly displayed at checkout.
Do you have a catalogue?
Do you have a catalogue?
We do not produce a printed catalogue. Our full product range is available to view on our website.
Do you provide samples?
Do you provide samples?
Unfortunately, we do not offer product samples.
Is my product in stock?
Is my product in stock?
Product availability is displayed on each product page. If an item is in stock, delivery is usually possible within 2–5 working days.
If the item is not currently available, it can often be pre-ordered and the expected restock date will be clearly shown.
How do pre-orders work?
How do pre-orders work?
If the product you wish to purchase is currently out of stock, but not marked as 'sold out', you can place a pre-order. The expected restock date is shown on the product page.
Payment for pre-orders is taken at the time the order is placed. You will receive your standard order confirmation email, followed by a separate pre-order confirmation confirming the expected restock date.
Pre-orders are prioritised, and as soon as the product arrives at our warehouse, your order will be dispatched as quickly as possible. You will receive an email notification once your order has been shipped.
How do returns work?
How do returns work?
If you are not satisfied with your purchase, you have 14 days to return the product to us. Return shipping costs must be covered by the customer, and you may choose your preferred courier.
Please note that we cannot accept returns for products that have been assembled.
Once the returned goods have been received at our warehouse and inspected, your refund will be processed. For more details, please refer to our Terms and Conditions of Sale.
Can I request a quote?
Can I request a quote?
Yes, you can request a quotation by contacting us by email or by phone.
Ordering (Payment, Confirmation & Changes)
What payment methods do you accept?
What payment methods do you accept?
When ordering through our website, you can pay securely by credit card or PayPal. These payment methods are fast, secure, and the payment is processed automatically.
Payment by bank transfer is also possible. Simply place the order on the website (desired product, delivery address, etc.), select bank transfer as method of payment and we will send you our bank details. As soon as we receive your payment, your order will be shipped immediately – usually within 1–2 business days.
Payment by cheque is also possible on request. Please note this method takes longer, as the cheque must first arrive at our office in England before your order can be processed.
Why can’t I place my order?
Why can’t I place my order?
If you experience any problems while placing your order, please do not hesitate to contact us on 0800 181 8895 and we will be happy to assist you.
In most cases, failed payments are due to credit card spending limits or payment authorisation issues.
Why can’t I see the payment section?
Why can’t I see the payment section?
To access the payment section, you must first complete your details (address, phone number, etc.) and tick the box confirming that you accept the Terms and Conditions. Once this is completed, the payment options will appear.
Why haven’t I received my order confirmation email?
Why haven’t I received my order confirmation email?
A confirmation email is automatically sent as soon as your order has been placed. If you have not received it, please check your spam or junk folder.
If you still cannot find the email, it is possible that there was a typing error in your email address. In this case, please contact us and we will be happy to help.
Can I change my order after placing it?
Can I change my order after placing it?
If you wish to change the colour, model or quantity of a product, you can do so directly in your shopping basket before completing payment.
If you need to make changes after payment has been completed, please contact our customer service team as soon as possible. Our team is available Monday to Thursday from 11:00am to 7:00 pm on 0800 181 8895, and we will do our best to assist you.
Is payment on your website secure?
Is payment on your website secure?
Yes, all payments on our website are fully secure. Our store uses industry-standard SSL encryption to ensure your personal and payment information is protected.
All transactions are processed through secure, trusted payment providers such as Shopify Payments, PayPal, and major Credit Card networks.
After Ordering (Delivery & Customer Service)
Will I be notified about the delivery? How does it work?
Will I be notified about the delivery? How does it work?
The customer service of Barhockerwelt.de sends you a shipping confirmation by email when your order has been dispatched. In this email you will find your tracking number with which you can easily track your parcel on dpd.de.
Can I track my order online?
Can I track my order online?
You can track your delivery using the tracking number included in your Shipping Confirmation Email.
What should I do if my parcel arrives damaged or parts are missing?
What should I do if my parcel arrives damaged or parts are missing?
The vast majority of our deliveries arrive without any issues. However, in rare cases a parcel may arrive damaged or with missing parts.
We recommend that you do not refuse the delivery and instead note the damage with the courier when accepting the parcel. In many cases, only the outer packaging is damaged while the products inside remain well protected.
I have received 2 boxes but I was expecting 3 – What should I do?
I have received 2 boxes but I was expecting 3 – What should I do?
Some products are packed as sets, meaning that three items may be delivered in two boxes. Please check the contents of your parcels before contacting us.
If your order is shipped in multiple boxes, it is also possible that they may arrive separately during transit. Please don’t worry if all parcels do not arrive on the same day.
I am concerned about my delivery – What should I do?
I am concerned about my delivery – What should I do?
Our team is available on 0800 181 8895 and will be happy to assist you with any questions regarding your delivery.
I haven’t received my invoice – What should I do?
I haven’t received my invoice – What should I do?
Your invoice is normally sent by email. If you have not received it, please contact us by email and we will be happy to send it to you again.
I haven’t received assembly instructions – What should I do?
I haven’t received assembly instructions – What should I do?
This is very rare, but occasionally assembly instructions may be missing from the package. If this happens, please contact us and we will send you the instructions by email.
Why can’t I adjust the height of my bar stool?
Why can’t I adjust the height of my bar stool?
Please first check that the protective cap on the gas lift cylinder has been removed before assembly.
I have received a damaged product – What should I do?
I have received a damaged product – What should I do?
Please send us an email including your order details, your name and several photos showing the issue so we can assess the problem.
Our customer service team will review your request and contact you as quickly as possible to provide a suitable solution.
Other Questions
I have forgotten my password – How can I reset it?
I have forgotten my password – How can I reset it?
If you have forgotten your password, simply click "Log in" and then select "Forgot your password?".
Enter the email address associated with your account and you will receive an email with a secure password reset link. Follow the instructions in the email to create a new password.
If you do not receive the email, please check your spam or junk folder or contact our customer support team for assistance.
Where is your company based?
Where is your company based?
Our company is headquartered in Birmingham, United Kingdom.
Can I buy spare parts or mix parts from different stools?
Can I buy spare parts or mix parts from different stools?
No, we only sell complete products such as stools, bar stools, tables and chairs. It is not possible to purchase individual parts or customise products by mixing components from different models.
Are you on social media?
Are you on social media?
Yes, you can find us on Facebook and Instagram. Please see the links at the bottom of the page.
How can I share my experience with Barhockerwelt?
How can I share my experience with Barhockerwelt?
Approximately 14 days after your purchase, we will invite you by email to share your experience on the independent review platform Trustpilot.
Trustpilot allows customers to review ecommerce companies and helps shoppers make informed decisions about where to buy. We do not control these reviews, but we do have the opportunity to respond to feedback.
Your opinion is extremely important to us. Customer feedback helps us improve our service and ensures we continue to meet our customers’ expectations. Your review will also help future customers shop with confidence.