FAQ, shipping & returns
The most common questions about ordering from Door Locks Germany. Can't find your answer? Contact us. Contact →
Shipping
How much does shipping cost?
Standard delivery is free for orders of €99 or more. Below that we charge €4.90. Express delivery is available for €9.90 in most countries.
Where do you deliver?
We ship to all EU member states, Switzerland, Norway and the United Kingdom. Duties or import VAT may apply outside the EU and are payable by the recipient.
How long does delivery take?
Orders placed before 2 pm on a working day leave the same day. Standard delivery takes 1–3 working days within Germany and 2–5 working days elsewhere in Europe. Express usually arrives the next working day.
Can I track my parcel?
Yes. As soon as your order ships you receive an email with a tracking link.
Returns & warranty
How do returns work?
You can return any unused product in its original packaging within 30 days of delivery. Contact us with your order number and we send you a prepaid return label.
What does the warranty cover?
All devices come with a two-year warranty covering material and manufacturing defects. Guarantee Plus extends this by one year and includes immediate replacement.
My device arrived damaged. What now?
Photograph the packaging and the damage and contact us within 7 days. We will ship a replacement right away.
Ordering & payment
Which payment methods do you accept?
Credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, SEPA direct debit and — depending on your country — local methods such as iDEAL, Bancontact or Klarna.
Do prices include VAT?
Yes. All prices are shown including the VAT of your delivery country. The exact VAT amount appears in your checkout summary and on your invoice.
Can I use a voucher?
Enter your code in the cart or at checkout. Only one voucher can be used per order.
Products & compatibility
Will a smart lock fit my door?
Retrofit smart locks mount on the inside of the door over your existing cylinder. You need a Euro profile, Swiss round or Nordic (Scandinavian oval) cylinder that can be operated with a key from inside while another key is inserted outside. If you are unsure, send us a photo of your door and cylinder.
What is the difference between the sets?
A Home Set combines a smart lock with a keypad; an Access Kit adds a door sensor. Each set is cheaper than buying the items separately, and you can still choose the cylinder version of the lock.
Do I need the Bridge?
The lock works locally via Bluetooth. Remote access — opening the door while you are away, or integrations — requires a Bridge, unless your lock has built-in Wi-Fi (Pro and Ultra models).