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2024-06-05 16:12:39

News 2024.05 - FAQs and Answers

FAQs

It is understandable that the current situation is causing many questions and it pains us not to be able to answer them personally. We will be available for you in person again in the coming weeks. In the current situation, however, it makes more sense to concentrate our tireless efforts on processing your orders.
In order to be able to answer one or two of your questions, we have summarised frequently asked questions below:

Robert Neumann

It is understandable that the current situation is causing many questions and it pains us not to be able to answer them personally. We will be available for you in person again in the coming weeks. In the current situation, however, it makes more sense to concentrate our tireless efforts on processing your orders.

In order to be able to answer one or two of your questions, we have summarised frequently asked questions below:


I placed an order and haven't heard from you, why don't you get back to me?

We are processing all orders, but are currently prioritising webshop orders as the processing time is much shorter than for e-mail orders.

I've called you, why isn't anyone picking up?

We currently need at least one full-time employee to answer the phone. Unfortunately, we currently have no free capacity to take your requests in person.

I was in front of your shop, why won't anyone let me in?

We appreciate the personal contact and understand that you would like to come by, buy a few models, have a little chat and let you know what happens next. Unfortunately, we do not currently have the opportunity to take your requests in person.

I would like to buy spare parts, why can't I do that?

You will have ample opportunity to purchase spare parts in the coming weeks. Please be patient and give us some time to get the order backlog under control. We will reopen spare parts and aisle sales as soon as this is possible.

I have received an order confirmation and then heard nothing from you, when will I receive my models?

We process all orders, but in many cases we have to complete your model first. This takes a few minutes, hours or days, depending on the order. But don't worry, we will process every order.

I have sent you an e-mail(s) to change my order. Why don't you take this into account?

Order changes are very time-consuming and therefore unfortunately not possible at the moment. Please order the missing items in another order. As soon as things calm down a little, we will be happy to consider your change requests again.

I have received notification that my order is being dispatched but have not yet received a tracking number?

Even our logistics provider, who takes care of packing and despatch for us, needs time to process orders. Please note that models can only be dispatched on working days.

I have transferred money to you, why haven't I received my goods?

Many of you have transferred money immediately after receiving the order confirmation. As you can read on the order confirmation, we ask you not to pay before we can check whether all models are available in the desired quantity and usual quality.

I have transferred the stated amount to you after receiving the proforma invoice, why haven't I received my goods?

Please note that we require a valid payment reference in order to allocate your payment to the order. For this reason, you will be asked to enter your customer number as the payment reference in the proforma invoice.

I have read that... Is that really true?

Do you really believe EVERYTHING just because it's on the Internet? Exactly! We will try to keep you up to date with weekly mailings.

I see that the item is available in the webshop. What's wrong with it?

Unfortunately, our pre-neolithic webshop does not allow us to display our currently rapidly changing stock levels in a timely manner. We are working on a solution that does not require another full-time employee. Until then, simply order what you are interested in. We will get back to you with availability, alternative models... or unfortunately have to tell you that some models are already sold out.

I have ordered several models and not all of them are on the proforma invoice. Can I still get the other models?

We will try to put together all the models in your order or suggest alternatives. If we are unable to do this because individual models are not available until further notice, we will unfortunately have to cancel them from your order.

Please order your desired models again, in many cases out-of-stock models become available again at a later date (cancellation, stock find, second choice,...)!

I informed you after payment that the delivery address is incorrect. Why don't you change it?

We do not have the possibility to change the addresses in a completed order. Please check ALL data on the order confirmation or the Profoma invoice and inform us promptly of any changes you wish to make.

I have not received all the models I paid for. What is going on?

We check all consignments for completeness, but with the current volume we have certainly made a few mistakes. Please let us know if you are one of these selected customers. If possible, we will arrange for a reshipment or refund the missing amount.

What's next for you and the beautiful models?

Honestly, we don't know! There are many possibilities at the moment. The bandwidth ranges from ‘it will soon be over’ to ‘it will continue under new management’ and ‘50 shades of HALLING models’ in between. Exciting times in any case - we'll keep you up to date!