Frequently Asked Questions - the FAQ

Once you have found your desired item, add it to your shopping cart. You can access your shopping cart at any time by clicking on the shopping cart icon in the top right corner. There you can view, change, or delete your previously selected items. By clicking on "Continue to checkout," you will proceed to the next step of the order, where you can select your desired shipping method and payment method.

Payment is processed by our payment service provider Heidelpay, optionally by advance payment, instant bank transfer, credit cards (VISA, Mastercard), PayPal, EPS, or debit cards (Maestro / Servired / VISA Electron / Dankort / Carte Bleue / Postepay). We reserve the right to exclude certain payment methods.

Advance payment by bank transfer
Please state the order number from your confirmation email as the payment reference. Please note that although the amount will be debited directly from your account, it may take a few days until it is credited to us. For domestic transfers, this is usually 2 banking days; for transfers from abroad, it is usually 3 days. Your order will be shipped immediately after receipt of payment, provided the ordered items are in stock.
Should your transfer take longer, this usually has the following reasons: Public holidays and weekends are not banking days; no payments are processed on these days. When submitting a transfer slip at the counter, the statutory transfer period is one day longer than for electronic and online transfers. The cut-off time for transfers varies depending on the credit institution, but is usually between 2:00 PM and 6:00 PM. If your transfer arrives after the cut-off time, the order will only be processed the next day. If you want to ensure that your payment is booked and arrives with us on the same day, opt for an express transfer at your bank's counter or pay by 4:00 PM with "Euro-Expressüberweisung online" in the online banking area.

Instant Bank Transfer:
At Stratic, you can, of course, also pay conveniently & securely via instant bank transfer. Please note that instant bank transfers can also take 1-2 working days to be booked.

PayPal:
You can pay easily and securely via PayPal with us. At the end of the ordering process, you will be automatically redirected to PayPal. If you are already a PayPal customer, simply log in to complete the payment. Not yet a PayPal customer? Then open a PayPal account and confirm the payment to us. As soon as PayPal notifies us of your successful payment, your order will be immediately released and processed. If an item is returned, the purchase amount will be credited to your PayPal account.
Credit Card:
We accept Master Card, Visa, and American Express. Initially, the invoice amount will be reserved on your credit card. Your credit card will only be charged when the item is shipped. To offer you the highest level of security when shopping, a 3D Secure security query may occur. Please have your required login data ready for this. When paying by credit card, your order will be shipped immediately, provided the ordered items are in stock.

In general, all coupons, voucher codes, or discount promotions from Stratic cannot be combined. Only 1 coupon can be redeemed per order. In addition, coupons are not valid for already reduced items. Each coupon code can only be redeemed once.

For international customers (outside Germany), any transfer fees (for advance payment) as well as customs duties and taxes shall be borne by the customer. German customs processing fees are already included in our shipping costs. For orders from outside the EU, we deduct the current German VAT from the value of the goods after your registration in the shop (and then also with every further login).

To order from Stratic, you do not necessarily need to create a customer account; you can also place your order as a guest. However, in that case, you will not be able to log in to Stratic and view past orders, for example.

If you have created a customer account, you can log into your protected area at any time with your password. To do this, click on "Login" at the top left of the page and enter your email address and password. You can then change your address, password, preferred payment method, and other personal data and settings.

You are welcome to subscribe to our newsletter to always be up-to-date.

To the newsletter

If you no longer wish to receive our newsletter, you can click on "Unsubscribe" at the bottom of the last newsletter.

If you would like to have your customer account deactivated, simply send us a short message via our contact form. We will then deactivate your account for you immediately.

You can only have a password sent to you if you register as a customer, i.e., open a customer account. If you ordered as a guest, you will not receive a password, even if you request one.

Unless otherwise stated in the offer, the goods will be delivered within 4 working days of order confirmation at the latest.
When purchasing by prepayment, the customer will receive an invoice by e-mail after receipt of payment. Unless otherwise stated in the offer, the goods will be delivered within a maximum of 4 working days after this e-mail has been sent. In the case of self-collection, we will send an e-mail within 4 working days when the goods are ready for collection.

The products in our range are shipped exclusively via GLS.

You can see which countries we ship to and what shipping costs are charged for them on the "Shipping Costs" page. For orders over 100 Euros, we deliver all items free of charge within Germany.

An overview of the shipping costs can be found here.

Collection from our warehouse in Garbsen is possible Monday to Friday between 10 AM and 3 PM by prior arrangement.

If you wish to collect your order, please contact our customer service.

Click here for the contact form.

Despite all due care, transport damage may occur during delivery. In this case, we will of course replace the damaged items free of charge. However, please note the following procedure: transport damage must be reported immediately to the supplier (GLS) upon receipt of the goods, and you must then inform us of any transport damage found.

If you wish to make a complaint about an item, the best way is to send an email with your order or invoice number and a detailed description of the defect via our contact form. We will then review the matter and, if necessary, send you a GLS return label, with which you can return the item to us free of charge. Processing will be fastest if the defect description has been noted on the return label.

Our authorized service centers in Germany, Austria, and Switzerland offer you the opportunity to have your luggage repaired by experienced professionals even outside of the warranty period – quickly, reliably, and close to you.

• Dolfi 1920 GmbH, Germany - Dolfi 1920 GmbH
• Lederwaren Hladik, Austria - Specialist Shop | Leather Repair | Service
• Odermatt Lederwaren, Switzerland - Repair | Zug | Odermatt Lederwaren

You have the right to withdraw from this contract within 14 days without giving any reason. We have described in detail how you must proceed in our cancellation policy.

If you wish to exercise your right of withdrawal, please click here to read the cancellation policy.

Personalized products are excluded from the right of withdrawal!

You can reach our customer service by phone from Monday to Friday between 09:00 AM and 05:00 PM at +495131596090 or by email via the contact form.

All TSA locks, regardless of whether they open with a key or a numerical combination, are additionally fitted with a TSA lock. Only employees of the American TSA (Transportation Security Administration) have a key to this lock, so that your suitcase can be opened and re-locked for inspection at the airport.

To find out which material perfectly suits your requirements, feel free to consult our material guide