Service

Frequently Asked Questions

• How can I contact you?

  Our customer service is looking forward to your call! 

  Phone: +44 (0) 1212 81 81 63 
  Monday-Thursday 9 am - 2 pm* 
  Friday 9 am - 11 am 

  *Exept for Wednesdays 11:00-12:00

  24/7 E-mail: [email protected]

• I have never ordered from an online shop before. How does it work? 

  Navigate to your desired item via the categories or the search window. Place your desired product in the shopping basket and then click on the "Checkout" button. Now you can order either with or without creating a customer account. In both cases, fill out the following form (name, address, e-mail, etc.). Then select your billing and delivery address. In the next step, you can select your preferred method of payment, check your order again and send it off in the last step by clicking on "Buy now". 

  If you have any questions, please contact our customer service: 

  Phone: +44 (0) 1212 81 81 63 
  Monday-Thursday 9 am - 2 pm 
  Friday 9 am - 11 am 

  E-mail: [email protected] 

• Do I have to register to order? 

  No, you can order from us as a guest. After clicking on "Checkout", you can select "I would like to order as a guest". 

  However, if you would like to have quick access to your customer data and open or already delivered orders, we recommend that you create a customer account. You can find information on data protection in our data Privacy statement. 

• How can I change my personal data? 

  Log in with your e-mail address and password. On the top right of the homepage you will find the "Login" button. In your customer account you will find your saved data and can easily change them. 

• What payment options are available? 

  We offer many different and secure payment options: PayPal, Visa, Mastercard, Bank Transfer, Maestro

• Can I change my payment method after ordering? 

  For orders by prepayment, this is possible without any problems as long as no payment has been received yet.  

• What is the post service and delivery rates? 

  We usually ship with DHL. You can find a detailed overview of our shipping costs here. 

• Is it possible to ship abroad? 

  If you want to ship an order abroad please contact our customer service for a non-binding offer. 

  Please note that we display gross prices (incl. VAT) throughout the shop. In the shopping basket, at the checkout, in the order confirmation and on your invoice, the total VAT amount will be shown in detail. VAT-exempt deliveries are possible. A VAT-exempt order depends on your specified shipping address. The actual total amount of your order will therefore only be determined at the checkout based on your shipping address. 

  If you have any questions, please contact our customer service: 

  Phone: +44 (0) 1212 81 81 63 
  Monday-Thursday 9 am - 2 pm 
  Friday 9 am - 11 am 

  E-mail: [email protected] 

• When will my order be delivered? 

  Once we have shipped your item, we will send you an email with your tracking number. This allows you to track the status of your shipment online. Using this service, you can usually check when your shipment will be delivered. Unfortunately, in some cases it is not possible for us to provide you with a consignment number (forwarding agents, deliveries from partner companies). 

• How can I return my order? 

  Did you order a product with which you are not fully satisfied? Or did your product break down during the warranty period? No problem! In this case, please contact our customer support and we will solve this for you.

  Electric Fence Online has a 30-day return policy after receiving the goods. Every reason is a valid reason for us to return your products. The only thing we ask of you is that the products are unused and packed in the undamaged original packaging.

  How to Exercise Your Right to Cancel/Return:

  Are you unsatisfied or did you order too much? When we have received the products, we will refund you your money. Please note that you are responsible for the shipping cost of any return.

  Is your product damaged? Please contact our customer support. Together we will find the best solution for you.

  E-mail: [email protected]

  Phone: +44 (0) 1212 81 81 63

  To return your products you will need a return form. Please fill in all relevant fields to ensure a prompt handling of your return. We aim to process refunds as fast as possible. Within 14 days after receiving the returns you should have received the refund.

  Download return form

• How do I cancel an order? 

  Please contact our customer service if you wish to cancel your order: 

  Phone: +44 (0) 1212 81 81 63 
  Monday-Thursday 9 am - 2 pm 
  Friday 9 am - 11 am 

  E-mail: [email protected] 

• Goods are missing from my order, what should I do? 

  Your consignment may have been split into several packages or sent from different warehouse locations! If you have any questions about outstanding parts of your delivery, please contact our customer service. We will be happy to help you: 

  Phone: +44 (0) 1212 81 81 63 
  Monday-Thursday 9 am - 2 pm 
  Friday 9 am - 11 am 

  E-mail: [email protected] 

• An item has arrived defective, what do I have to do? 

  Of course we will take care of a quick processing! Please contact our customer service. We will be happy to help you: 

  Phone: +44 (0) 1212 81 81 63 
  Monday-Thursday 9 am - 2 pm 
  Friday 9 am - 11 am 

  E-mail: [email protected]  

• My item broke after a while, what now? 

  You want to have an item repaired within/outside the warranty/guarantee? 

  Phone: +44 (0) 1212 81 81 63 
  Monday-Thursday 9 am - 2 pm 
  Friday 9 am - 11 am 

  E-mail: [email protected] 

  • Your customer number and/or order number + date of order. 
  • Your e-mail address 

  Please do not send us any items without contacting us first. This leads to unnecessary costs and longer waiting times! We will of course take care to provide a quick processing system! Please contact our customer service.