Customer Service (Germany)
Who is responsible for customer support?
The Customer Service of Galaxus is also available to customers of the merchant who have made purchases via the online shop of Galaxus. i.e. for questions regarding products, deliveries, invoices and payment modalities, etc.
For further questions, the merchant shall name a contact person to Galaxus. This person will provide information on questions concerning the merchant promptly by telephone and by email, at the latest within 24 hours on working days. Galaxus is entitled to refer the customer to the merchant in the event of queries.
Contact point at Galaxus Deutschland GmbH, Customer Service Marketplace: Ask your question – FAQ
When contacting Customer Service, please always include your Galaxus order number/Order ID/purchase order.
The following service level must be taken into account:
Annex 12.6 Service Levels Marketplace Germany
Customer Service: The merchant ensures that customer inquiries directed to them are answered within one business day (24 hours). A target achievement rate of 98% within 30 days has been agreed upon.
What should I do in exceptional circumstances?
Guidelines for partners in the event of mass cancellations (Germany)
Recall Terms of use Marketplace Germany | 6 Obligations of the participant
Regarding the Terms of Use: 6.3 In the event of a planned recall and/or withdrawal on the part of the participant, Galaxus must be notified as soon as possible and fully informed of all measures taken by the participant and/or the product manufacturer and/or the responsible authorities. Should a claim be made against Galaxus by third parties or authorities in connection with the participant's offer on the online shop, the participant shall be obliged to indemnify Galaxus in full. In particular, the participant shall support Galaxus in the processing of claims by third parties and shall bear all resulting costs (in particular reasonable legal defence costs). In the event of official complaints, the participant shall be obliged to provide Galaxus with the required information and documents in a suitable form within 24 hours (excluding weekends).