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Help/FAQ

How do I create a customer account?

Go to “Register” at the top right of the page. Please fill out all the fields marked with an *. Choose a password and confirm your details. The system will request your email address and password the next time you log in to you Hirmer BIG AND TALL customer account.

Why won’t my login work?

Please check that you have entered the correct email and password combination. Make sure to enter the appropriate caps and lower case letter, as well as any spaces. Alternatively, use the “Forgot your password” function to request a new password link. Please check your email (also look in the spam folder if you don’t find the confirmation mail in your inbox) and click the link contained in our message. Your account will only become valid once you have confirmed your registration by clicking the link in the email. Please contact our customer service if you still need help.

Where can I view and change my saved data?

Please log in to your account via “My Account” at the top edge of the screen . There you will find information about your orders and can view and change your saved data.

Can you deliver the order to a different address?

When placing your order, select the option “Alternative delivery address” instead of “As billing address”. We will deliver to the address you provide.

Can I receive several orders in one shipment?

Unfortunately we are currently unable to send multiple orders in one shipment.

What happens if my order includes items with different delivery dates?

When selecting the shipping type, please choose the option “Partial delivery wanted”. We will then deliver the available items first and the items with a longer delivery time in a later shipment. We will send all items together as soon as they are all available if this option is not selected.

What does LT, XLT 2XT, 3XT mean?

Tall Size (also known as “slim size” or “long size”) is a garment size specifically created for very tall men. Long sizes are often identified by an L (long) or a T (tall), e.g. 42L or XLT. Tall sizes are just like the sizes L to 3XL, but are significantly longer (a 5-10 cm longer body, 3-5 cm longer sleeves).Alternatively, you will find tables with measurements for the various sizes under Size charts.

Why can’t the size finder find a suitable size for me?

We want to make finding the right size easy, which is why you will find a link to the size table “Which size is right for me” in the size selection under each product.

Alternatively, you will find
tables with measurements for the various sizes
under Size charts You can use these values to determine your size. Compare your own measurements with those stated or look at the size label on a well-fitting garment. And if all else fails, click the explanation of how to take measurements correctly or contact our service team.
We also offer a “Size Finder” under SERVICE at the bottom of the page.

How do I redeem a voucher?

Please enter your voucher code into the field “Voucher” during the first order step in the shopping cart and click “Redeem”. The voucher amount will be deducted from the total in the shopping cart. On printed store vouchers, the voucher code is located below the voucher amount.

What payment types can I use?

The online shop offers the following payment options:
Credit card (Visa, MasterCard and American Express)
Direct Debit (Germany only)
Klarna (Germany, Austria, Switzerland)
PayPal
Billpay (Germany only)
Cash on Delivery (Germany, Austria, Switzerland, Poland, Czech Republic)
Przelewy24 (Poland)
For more information about the various payment options please click here.

When and how will I get my money back after a goods return?

The money will be refunded within one week of us receiving the returned goods.

ALL COUNTRIES
Credit Card
The money will be refunded to the credit card account from which the amount was originally deducted.
PayPal
Your credit balance will be refunded to your PayPal account within one working day.

GERMANY, AUSTRIA, SWITZERLAND
Klarna Payment Provider
The amount will be refunded to the bank account from which the purchase amount was debited. It may take up to 5 working days for the refund to appear on your account.
Cash on Delivery
Please add your complete bank account information on the returns slip. The amount will be refunded to your bank account. It may take up to 5 working days for the refund to appear on your account.
Gift Card
The amount will be refunded to your gift card

GERMANY
Purchase against invoice
The total invoice amount will be reduced by the returned item amount. Please only pay for the items you keep.
Should the invoice have already been paid, then the relevant amount will be refunded latest 14 working days after the return shipment is received.
Prepayment
The amount will be refundedto your bank account. It may take up to 5 working days for the refund to appear on your account.
SEPA direct debit
The amount will be refundedto the bank account from which the purchase amount was debited. It may take up to 5 working days for the refund to appear on your account.

POLAND
Cash on Delivery
Please add your complete bank account information on the returns slip. The amount will be refunded to your bank account. It may take up to 5 working days for the refund to appear on your account.
Przelewy24
The amount will be refunded to the bank account from which the purchase amount was debited. It may take up to 5 working days for the refund to appear on your account.

CZECH REPUBLIC
Cash on Delivery
Please add your complete bank account information on the returns slip. The amount will be refunded to your bank account. It may take up to 5 working days for the refund to appear on your account.

Can I claim back the VAT if my goods are sent to a location outside of Germany?

You are not charged German VAT (MwSt) for orders shipped outside the EU countries. The order summary shows all itemised prices as net prices (without VAT). Please note: The import regulations of the relevant delivery country apply.

Deliveries to Switzerland of an order value over €1,000 are subject to special customs procedures. We can therefore only dispatch the goods 1-2 days later.
Deliveries to non-EU countries incur additional duties, taxes and fees. For more information about customs duties please visit
http://ec.europa.eu/taxation_customs/index_en.htm
and about import sales tax:
http://www.zoll.de/EN/Home/home_node.html
as well as specific information for Switzerland at
http://xtares.admin.ch/tares/login/loginFormFiller.do?l=en

Do I have a say in when the goods are to be shipped?

Enter a preferred shipping date under shipping/payment. We will dispatch your order on that date. Please see our shipping tables for delivery times.

Where is my parcel?

You have ordered from our online shop and would like to stay informed about the status of your order? You can view your orders and check their status at any time under “My Account”.

You will receive an email confirmation once your shipment was dispatched. This email will contain a tracking link via which you can check the progress of your delivery at any time.

How long will it take for the ordered goods to be delivered?

We will dispatch your order as soon as possible to the delivery address stated in the order. DHL and DPD are our delivery partners in Germany and Austria, DHL in Switzerland and DHL/UPS deliver for us worldwide.

Shipping within Germany
Goods ordered with a delivery address in Germany will be delivered within 1-3 working days.
Shipping to Austria
Goods ordered with a delivery address in Austria will be delivered by DHL/DPD within 3 working days.
Shipping to Switzerland
Goods ordered with a delivery address in Switzerland will be delivered by DHL within 2-6 working days.
Shipping to Poland
Goods ordered with a delivery address in Poland will be delivered by UPS within 4-7 working days.
Shipping to the Czech Republic
Goods ordered with a delivery address in the Czech Republic will be delivered by UPS within 2-5 working days.
Find here the International shipping times.

Can I get my order sooner? Do you offer express delivery?

You can optionally select “Express delivery” for delivery addresses in Germany. If you place the order before 1 pm, you will receive the goods the next working day.

Where do I change the delivery address?

You can edit or change your delivery and billing address in your customer account under “Manage addresses”. You must be logged in to make changes.

Can I change a delivery address later?

Once an order has been processed it will unfortunately not be possible to change the delivery address.

How does the returns process work?

You can return any item you bought in the Hirmer BIG AND TALL Online Shop within two weeks without having to state a reason. For more information please visit:
https://www.hirmer.com/big-tall-gb/Returns/

There was no returns label in my delivery. How can I send back the goods?

You can create and print your own returns label in your customer account area. And if that doesn’t work for you, then you can contact the Customer Service department and we will immediately send off a new returns label for your free of charge goods return.

Can I exchange articles?

Unfortunately we can currently not offer article exchanges. Please place a new order in our online shop as soon as the colour or size you want becomes available. You can return your initial order (or parts thereof) within two weeks of receipt. We will refund the purchase amount within 14 days of receiving your returned goods.

What do I do if I don’t like the ordered items or they don’t fit?

Returns: Germany, Austria, Switzerland

You can return any items you ordered from the online shop within 14 days from the delivery date if you don’t like them or they don’t fit. These items can be returned in person to one of our stores at the cashier (make sure to present the invoice you received) or you can send the items back by post, which will be free of charge for you. For further information please visit:
https://www.hirmer-grosse-groessen.de/en/returns/

International returns

You can return any items you ordered from the online shop within 14 days from the delivery date if you don’t like them or they don’t fit. You can send the items back by post, which will be free of charge for you. For further information please visit:
https://www.hirmer.com/big-tall-gb/returns/

Where is the closest Hirmer Store?

Hirmer BIG AND TALL offers a great range of items and many sizes at various stores in Germany and Austria, where we will be happy to offer you knowledgeable advice in person.

GERMANY

Hirmer BIG AND TALL operates stores in the following cities: Berlin, Bremen, Dresden, Frankfurt, Hamburg, Hanover, Karlsruhe, Cologne, Leipzig, Mannheim, Munich, Münster, Nuremberg and Stuttgart.

AUSTRIA
Vienna

Below you will find an overview of our Hirmer BIG AND TALL stores. Click one of the city names to go straight to the relevant store page.