pure handmade
100% frost resistant
own delivery service
pure handmade
100% frost resistant
own delivery service
pure handmade
100% frost resistant

FAQ - Support

Frequently Asked Questions - Support

Do you have a question? On our FAQ page you will find answers to frequently asked questions.

We help you and give answers!
If your question is not listed or only insufficiently answered, simply use our contact form and send us an inquiry directly.
We look forward hearing from you!

How high are the shipping costs for the articles?

The shipping costs are scaled according to weight and type of goods.

Within Germany the shipping costs are
  • insured shipping up to 2 kg weight € 4,99
  • insured shipping up to 5 kg weight € 5,99
  • insured shipping up to 10 kg weight € 8,49
  • insured shipping up to 31,5 kg weight € 16,49
  • insured shipping up to 40 kg weight € 19,50
  • Shipment by transport company from € 29,00

For Orders with more value than 350,-€ the shipping costs within Germany are for free - only valid for orders placed at www.terracotta-depot.com

You can see the detailed shipping costs according to weight scale under Shipping costs.

Can I track my order or package?

Yes, You will be kept up to date via email. The shipping email includes a tracking number, allowing you to easily identify the current status of your package or order.

How can I pay?

Terracotta-Depot offers many options to pay for your order quickly, safely and easily. You have the choice between bank transfer/ prepayment, PayPal, direct debit via Paypal, Credit Card via PayPal, pay upon invoice via paypal, amazon payments or instant transfer via Sofortüberweisung.

Payment by bank transfer/ prepayment
When paying in advance, you will receive all the necessary information in the checkout process such as bank account number, bank sort code, account recipient, reference number... When paying from abroad please use IBAN and SWIFT codes, which we also send you by email. As soon as we allocate the payment receipt and confirm the payment, the goods will be shipped within 24 hours. Please note that the money transfer can take 1 - 3 working days depending on the bank. In order to ensure a swift allocation of your payment, please always indicate the complete purpose.

Payment by PayPal
he eBay subsidiary PayPal is a FSA-certified financial services company for financial transactions over the Internet. With PayPal you can conveniently open an online account which allows you to transfer money. From this account, you can make the payment quickly and easily within a few seconds. Once the PayPal payment has been received, the Terracotta-Depot shipping department will ship your order within 24 hours. In the checkout process you will be automatically redirected to the PayPal website, where you may have to log in. If you don't have a PayPal account, you can sign up here.

Payment by Amazon Payments
When paying with Amazon Payments you can pay simply by clicking the payment or checkout button provided. You can then log in to Amazon Payments (you are required to use your Amazon.com user name and password for authentication when you log in), and then select your payment method to complete the payment or purchase.

Payment by credit card
Of course, you can also pay by credit card at the Terracotta-Depot. In the checkout process, simply select "Credit Card" as the payment method. We accept MasterCard and Visa. You will need your credit card number, the period of validity, the credit card company and the card security code of your credit card. The card security code is a three-digit number on the back of your credit card. This ensures payment security on the Internet. Your credit card will only be charged after the order process has been completed. In addition, you can use Verified by VISA and Mastercard SecureCode at Terracotta-Depot. These services provide the highest level of security in the processing of Internet orders by uniquely authenticating all individuals involved in an online transaction, thereby preventing misuse of your VISA or Mastercard card by unauthorized persons.

Payment by instant transfer
sofortüberweisung.de is a TÜV-certified online payment method based on proven online banking using a PIN / TAN entry for secure and fast processing.
That's how sofortüberweisung.de works:
Select "instant transer" in the checkout process and click through the following steps. Afterwards, you will be redirected to the SSL-secured pages of sofortüberweisung.de.
The respective steps are as follows:

1. Transfer form
Please enter you bank details first. The name of the bank is automatically filled in by the system.
The following details are already filled in on the transfer form and do not need to be changed or entered from your side.
- Transfer amount
- Reference
2. Legitimation of your data
As is usual for online banking, please enter the following:
- Login Name at your bank (Direct banking no. or account no.)
- PIN (the usual pin that you also use at your bank)
3. Complete the transfer
At this point, please check again all information to avoid transposed numbers or typing errors. In order to complete the transfer, you must have a valid TAN given to you by your bank. Enter this and finally click the button "confirm transfer and complete order".

How do I add an item in the shopping basket?

For many articles, you first have to select a variation, size and color. Afterwards you just click on the orange button "Add to shopping cart".

Are articles / certain sizes reorderable?

Most of our products can be reordered at any time!
If the product is marked as sold out, it cannot be reordered. Here we have to say: What's gone is gone.

If I place an order, can I add one or more products later to it?

Unfortunately this is not possible! Your order cannot be changed later. We therefore ask you to place a new, additional order at Terracotta-Depot.

Can I exchange articles?

Of course, yes!

Please follow the return and refund instructions as described above - in 4 simple steps.

Important: If you would like to have another size or another article, please place a new order.
This is the best way to get your new articles as fast as possible.

The return of an order will be processed separately!

How do I make a complaint regarding a defective article?

Should you have received a defective article, just make a complaint using a simple form. To open this return form, please click here. Please fill in all mandatory fields.

Our Terracotta-Depot Customer Service will contact you as quickly as possible to find the best solution.

How will I be informed about news, discount offers and new collections at Terracotta-Depot?

With the email Newsletter from Terracotta-Depot we keep you up-to-date on new offers and current highlights without any obligation. In the lower right corner of the newsletter box you can easily register by entering your e-mail address. You can also unsubscribe by simply clicking on the "unsubscribe from newsletter" button at the bottom of the email.

Who can I contact if I have further questions or problems in the Terracotta-Depot shop?

- Please use the following contact form for questions and suggestions: Contact form
- Call at our Customer-Service and get an answer to your request.

I am a reseller and would like to purchase articles in large quantities. Is this possible?

Of course, we also sell our articles to retailers and specialized dealers. Please send us a detailed inquiry via e-mail or our contact form and give us exact information about the required quantity of terracotta you would like to order.

Is it absolutely necessary to register online at the Terracotta-Depot shop in order to purchase?

No, it's only optional. Of course, you can also order your desired products at the Terracotta-Depot e-shop without registration.

How and where can I register?

Just click on "Sign in" at the top right and enter your personal data. Alternatively, just click on the "Checkout" button in the shopping cart. Afterwards, you will be invited to log in or sign up to complete the purchase. Click on the register button. An order as a guest is also possible!

Is there a minimum order value?

No! At Terracotta-Depot you can order EVERYTHING regardless of the total price.

Is there an order limit at Terracotta-Depot?

No, there is no limit to your order. However, please note that the available quantity is limited for many items.

How can I log in?

You are already a Terracotta-Depot customer and have your log-in data on side? Click on the upper right menu item "My Account" and log in.

How can I change my password?

Log in first. Click on the menu item "Account" in the upper area. Now click on "Change my password" in the menu item "My Account". Please confirm your password changes afterwards!

I have forgotten my password. What should I do now?

If you have forgotten your password, you can generate a new password in the login area and have it sent to you. On that point, it suffices to click on "Forgot your password?" and just enter your email address, with which you have registered at Terracotta-Depot.