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The Company

Hönes Clocks

is member of

 

Association of Black Forest Clock  (Verein - die Schwarzwalduhr - VDS)

 

Frequently asked Questions
     
 

Questions about our Onlineshop

 
     
   
     
  I have emailed this shop but never received a reply  
     
  We reply to emails usually within 48 hours. Some technical questions may take a little longer.

If you have no reply after 3 or 4 days this means that something has gone wrong. If you do not sent emails often you should check if everything is OK with your email address.

Unfortunately email has become less relieable over the last few months. The reason for this is that many providers specially in the USA are using spam filters. Of course those filters are necessary since the amount of spam on the internet has become a serious problem. However the filters sometimes filter the wrong messages (see this article by CNN for example). It appers that messages from foreign countries to the USA - for example from Germany to our US customers - are sometimes blocked.

If you should not receive a reply to your email and feel that this happened in error, please give us some other possibility to contact you, for example an email address at a different provider, a phone- or fax number or your postal address.
 
     
  Shipping to America, Asia, Africa, Australia  
     
 

We will ship our clocks to any place in the world. Shipping is included in the price that you see on our website.

It is possible that you have to pay customs duty when the clock arrives. This depends on the laws of your country, we have no control over this from here. Customers in the USA sometimes have to pay nothing, sometimes about 6% of the value of the clock given on our website.

If you live in another county you should try to get information about customs before ordering. It is our experience that customs duty can be very expensive in some countries, for example in India.

The estimated delivery-times refer to shipping to the USA, shipping to other countries may take longer.

Please note that we have to rely on 3rd parties like the cuckoo clock manufacturers and the mail. It is quite hard to predict exactly when a clock will arrive.

If you need a clock for a special occasion (e.g. Christmas or a Birthday) and the clock cannot be delivered on time, we can send a letter with a picture of the clock and a text of your choice to announce the arrival of the clock. This service is free of charge.

 
     
  Shipping to the European Union  
     
  The estimated delivery-times refer to shipping to the USA, shipping within the EU will usually be a little faster. Please note that we have to rely on 3rd parties like the cuckoo clock manufacturers and the mail. It is quite hard to predict exactly when a clock will arrive.

If you need a clock for a special occasion (e.g. Christmas or a Birthday) and the clock cannot be delivered on time, we can send a letter with a picture of the clock and a text of your choice to announce the arrival of the clock. This service is free of charge.
 
     
  Warranty, how are damages handled  
     
  Our clocks come with two years of warranty and are insured for shipping. If you should experience any problems when you receive the clock, please contact us before taking any action.

Usually shipping works quite well, the clocks are packed carefully to avoid damages in transport. Most cuckoo clocks run for many years without problems.

However if something goes wrong, the usual procedure is like this:

1. First we will check if there is an easy solution for the problem. One Example: An easy solution if the cuckoo of your clock does not work may be that it has been turned off with the night shut-off.

2. If there is no easy solution, one of our service stations can care for your clock. We have service stations in many countries, they can solve technical problems or replace parts (like damaged carvings) with new ones that we send from Germany.

3. If there should be a more serious problem, the clock will be shipped back to the manufacturer in Germany. There it will either be repaired or replaced.

Please note that warranty does not cover damages that were caused by the customer.
 
     
 

Privacy-Statement

 
     
  We respect your privacy. We want to build a long-term relationship with a satisfied customer, based upon excellent service and trust. We will not release personal details to any third party, unless it is necessary to process your payment or shipping.  
     
 
 
 
 
Clocks and More
Doris Schwarz
Zur Dörre 20
78549 Spaichingen
Germany

e-mail: shop@cuckooclock.de

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