Questions about ordering:
How can i order?
You can order via our internet shop, via telephone, via email or via fax. Or you visit us in our retail shop in Lohfelden.
How do i make an order in your shop?
The easiest and quickest way is an online order. Choose your item(s) and choose the amount (default is 1 piece). Sometimes you need also to choose attributes like size, colour or type. After that please put the item into the shopping cart/ basket. For a bugless shopping it is necessary that you allow cookies in your browser. Without that the shopping cart / basket cannot be connected doubtless with your order. So please make sure that they are allowed in your browser while visiting the akspiele shop.
Via our search engine you can search for the items you want. After choosing the items please click on the shopping cart / basket.
In the shopping cart / basket you have multiple options:
- Change the amount of one or more items.
- Change the attributes of one or more items.
- Delete one, two, more or all items of your order.
If you made any changes into the shopping cart / basket please choose "update shopping cart" to receive the new total amount.
Now you can choose the delivery country, the payment method and the dispatch type. After that please choose "go to cashier" and start the payment process.
In the payment process you can choose between three options:
1 - new customer with registration
2 - new customer without registration / go to checkout as a guest
3 - registered customer (Login with email address and password)
If you are a new customer please insert now the invoice informations. Add a seperate shipping address if necessary. If both are the same please choose "Send to this address".
Afterwards please confirm again the payment informations and shipping method - or change them, if they are not correct. In the last step of the payment process you see the complete order overview. If everything is ok, please choose "liable for payment order". Now your order is completed.
Please note the following exception: If you choose one of the payment methods "PaypalExpress" or "AmazonPayments" you will be redirected while the payment process to Paypal respectively Amazon, where you can make the payment. After a second redirection you enter our site again to confirm the order. If you have any problems while the order process please send an email to email@example.com
How do i order via Fax?
If you wish to order via fax, please fill everything into the following PDF-file and send it to +49 (0) 561 - 9892071.
How do i order via email?
If you wish toorder via email, please send us the following informations: item numbers, item description, amounts plus the payment method: advance payment, credit card, cash on delivery or paypal. Send them to firstname.lastname@example.org or use the contact form. (Link!)
How do i order via telephone?
How do i pay my order?
During the checkout process payment options are offered from which you can choose one. Depending on the payment method different fees or discounts will take place. The payment method may also decides how fast a delivery can be made. We reserve the right to exclude certain payment methods and to deliver only against cash on delivery or payment in advance to hedge the credit risk. In some cases, especially with custom modified or specially manufactured goods (chips with printing, engraved items or imprinted articles), we reserve the right to deliver the goods only after a deposit or advance payment. For all payment methods except "payment in advance" delivery address and billing address need to be the same.
Which payment methods are offered in Germany?
Advance payment / Instant Bank Transfer (bank transfer to our account)
We will give you 3% discount as a bonus. This is the only method of payment for a delivery to a different address. We ship the goods after we have a receipt of money on our account. You can also pay by instant bank transfer. This speeds up the processing and provides additional TÜV certified safety.
Invoice (only possible via internet)
Cash on delivery
There is a charge of € 6.50 per cash on delivery order. We do not accept different billing and shipping address. You pay at time of delivery.
Amazon Payments / Paypal / iClear
The customer need to have an account of the utilized company. We do not accept different billing and shipping address. You pay at time of delivery.
You can pay via Visa, Mastercard or American Express. We debit your card on the day of dispatch.
How can i change my order?
As long as you have not completed the order with "liable for payment order", you can correct the data in the shopping cart / basket or in the order process. Changes in hindsight are only possible via telephone 0561/898768 or by email and of course only as long as your order has not yet been shipped.
How can i cancel my order?
As long as we have not shipped the order, you can cancel it by telephone 0561 - 898768 or by e-mail. If the goods are already on the way to be you, please refuse the delivery. The consignment will be returned to us free of charge. If you paid your order already in advance, please send us your bank data. We will refund the full amount after we have a receipt of money on our account .
How fast do i receive my order?
Depending on the shipping method, different delievry times can be expected. The estimated delivery times are shown at the respective article in the shop, just as a servce for your orientation. The number of days refer to working days, excluding Sundays and feast days. On Sundays and feast days there is no shipping and no delivery.
We will inform you by email about delivery delays. We have noted in the shipment, if the package is traceable or trackable. Unfortunately this is possible abroad only at the expensive shipping methods. Please note that this for example means, that investigation in lost packets, according to the Universal Postal Convention, can last up to several months.
For delivery in Germany by express shipping the time of order and the payment method are important. We must receive the order by 12:00 pm and the item must be marked as available in the internet shop. If you choose the payment method payment in advance, we need to wait for the payment and the parcel will not be sent if the payment is not done until 12:00 pm.
Questions about complaints and return:
I have a complaint, what can i do?
We take your complaints very seriously and try to resolve them as quick as possible. Please send us your complaint via our contact form (Link!) or call us at the phone number: 0561 - 898768. Please have your customer number with you when you give us a call. If the goods are defective at arrival, please send us (if possible) a photo of the damage via email. Our team will always try to handle your complaint as soon as possible and to find a satisfactory solution.
What do i have to note in a case of a return?
Please note the following points for processing a quick return:
Please prepay your return and choose a cheap shipping method. In order to avoid unnecessary costs please do not send items not prepaid. We have to pay 15,00 Euro postage due for not prepaid parcels . We will send you on request a parcel stamp or arrange a pick-up (very important for bulky goods). We will of course refund you the postage you´ve paid within your withdrawal. (Link Widerrufsrecht) Alternatively we can arrange a pick-up of the parcel or we will send you a parcel stamp in advance. So please contact us before returning an item. Please enclose within your shipment our return document or at least an informal letter in which you tell us briefly the reason for the return as well as how we should proceed.
Upon receipt and verification of your shipment we create a credit on your account and refund you if necessary the purchase price and the postage costs incurred. On request we will advise you by phone or by email if you like to receive alternativ item(s. If you have any questions please contact us via email email@example.com or give us a call at 0561 / 898 768. For a refund please note also your bank details. Thank you for your co-operation.
Are there alternative solutions instead of a return?
A return can be requested due to many reasons but sometimes it is not necessary to return items. Since each return is connected with time and expenses, we would like to suggest you to the following alternative options in a complaint.
Reason for complaint: The delivered product is damaged / defective or you are not satisfied with value for money ratio.
Possible solution: We can offer to find a solution like an appropriate discount, a supply of spare parts or a replacement item.
Reason for complaint: The delivered goods are incomplete.
Possible solution: We will send you the missing parts after.
Reason for complaint: We shipped a wrong item to you.
Possible solution: We will send you the correct item and you don´t need to send the wrong one back.
Reason for complaint: The delivered goods does not match to the description on the website.
Possible solution: We will check the informations immediately and propose you a solution.
Reason for complaint: Incompatible item which does not match to the provided usage.
Workaround: We can possibly give you help or support the activating.
If one of these possibilities is the reason for your return, please call us at 0561/898 768 (Mon-Fri 10:00 - 12:00 and from 12:30 - 17:00) or please write us an e-mail to firstname.lastname@example.org. Our staff will inform you about the process and find also a satisfiable solution. If you still want to send the goods back, you will get automatically informations about our return in the next 24 hours and a parcel stamp by email.
What happens to my personal informations?
Please define the term cookies and how were they used?
You need at least to allow the session cookies to complete your order. If you not allow your browser to accept session cookies, shopping at akspiele is unfortunately not possible.
Internet Explorer - you can allow cookies here: Tools / Internet Options / Privacy / Advanced.
Mozilla Firefox - you can allow cookies here: Tools / Options / Privacy.
Google Chrome you can allow cookies here: Advanced Options / Privacy.
Please allow the session cookies, they will be deleted once you leave our site.
Questions about products / facilities:
I have questions about one of your items, where do i find more informations?
A lot of information about our products can be found in our products section (Link Ludomax Produkte!) or in our shop in the item description. If your questions were not answered please give us a call or use our contact form (Link!). We try to answer your questions / suggestions as soon as possible and change the informations in the product description. Please understand that processing your request may take some time to complete.
How can i send the data for an engraving?
You ordered an item with engraving and now you do not know how to give us the data for it. You can already enter your engraving text and the font when you choose the item. Or you send us the engraving data after order confirmation via email.
Where do i find rules of the games?
You will find a lot of rules on our support website www.ludomax.de in the products section. If you have not found the rules you need, please contact us via the contact form (Link!). We will try to help you to find the rules.