FAQ

You can conveniently place your order directly through our online shop. Add the desired items to your shopping cart, then proceed to checkout and follow the individual steps until your order is complete.
If you experience technical difficulties, our online team will be happy to assist you personally.

Various payment methods are available in our online shop:

PayPal, Credit Card, Apple Pay, Google Pay, Klarna, Prepayment with 2% discount

The available payment methods will be displayed during checkout.

Yes. You can also place your order by phone. Our team will be happy to advise you personally and take your order directly.
For payment, you will receive a PayPal link or you can transfer the purchase amount in advance.

040 25776690

Yes. After we receive your order, you will automatically receive an order confirmation via email to the email address you provided.

If you do not receive a confirmation, please check your spam folder first. If you have any questions, please feel free to contact us.

After we have checked the feasibility of your order, you will receive the order confirmation.

As long as your order has not yet been shipped, changes can still be made. Please contact us as quickly as possible by phone, email, or using the contact form.

040 25776690
shop@fidelity-hh.de

Items from our warehouse are shipped on the same day or the day after your order. For items shipped from our supplier's warehouse, delivery time depends on the availability of the respective item.
You can find the current delivery time directly on the respective product page in our online shop.
To ensure the fastest possible shipping, some shipments are sent directly to you by our suppliers in individual cases.

As soon as your order has been shipped, you will receive a shipping confirmation by email.

Depending on packaging and destination, we ship orders with different shipping providers.
We ship packages with DHL or DPD. Oversized packages or small pallets are shipped with Trans-o-flex. Pallets within Germany are shipped with IGS and outside Germany with Cargoboard.

Yes. Your order is shipped insured. Should your delivery arrive damaged or go missing during transit, please contact us as soon as possible so that we can investigate the case. The investigation may take a few days, depending on the shipping service provider.

Yes. As soon as your order is ready for dispatch, you will receive an email with your tracking number.

The freight forwarder IGS does not offer parcel tracking. In this case, you will be contacted by the freight forwarder before delivery.

Personal and competent advice is a given for us. Whether you are planning a complete system, replacing individual components, or have questions about a specific product – our team will gladly assist you with experience and expertise. Consultations can take place by phone, email, or in our store.

For a detailed hearing comparison, please make an appointment. This allows us to prepare, reserve the appropriate room for you, and take our time. You can make an appointment with us by email or phone.
You are also welcome to visit without an appointment. In that case, you may have to expect some waiting time.

In most cases, yes. When scheduling an appointment, we will discuss the equipment selection together. For more complex setups, we may need some lead time. Equipment that we do not have on display at the time can be sourced from our supplier by arrangement.

No. Our consultation is generally free and non-binding.
For more extensive services such as on-site consultation, installation or calibration, costs may arise. We will, of course, inform you about these in advance.

We deliver your system to you, set up the devices, connect everything, and configure the necessary functions.
This includes: installation of hi-fi and home cinema systems, multiroom setup, cabling, TV wall mounting and operation.

In addition, we measure stereo systems and home cinemas on site and adapt the system to the actual room conditions. This applies to new and existing setups - regardless of whether you originally purchased from us.

We charge for these services based on effort and will discuss the scope of the project with you beforehand.

Yes. We support your project from the initial idea and planning to the final installation and calibration in your premises. For larger projects, we also coordinate with other involved trades.

RETURNS

If you wish to return an item ordered online, you can exercise your right of withdrawal within the statutory 14-day cancellation period.

Take the parcel to a drop-off point of your choice.
Please inform us in advance by email about the cancellation of your purchase agreement so that we can assign and process the return as quickly as possible.
We will inspect the goods as soon as they arrive at our warehouse. We will only accept returns if they are in undamaged condition, in their original packaging, and with all accessories complete.
Finally, we will refund the purchase amount to you using the original payment method.

COMPLAINTS

In the event of defects or transport damage, please contact us personally by email or via the contact form so that we can work towards an individual and quickest possible solution.

For returns, the buyer bears the return shipping costs. If you are unsure about choosing a product, we offer extensive consultation before ordering. By individual arrangement, we are also happy to provide you with a loan device that you can test at home.

In the case of a complaint, we bear the return shipping costs.

The warranty period depends on the manufacturer's warranty. We handle warranty claims for products purchased from us. For some brands, the process is handled directly by the manufacturer – in which case we will tell you who to contact.

Should a product purchased from us have a defect, please contact us first. Together, we will clarify the next steps and check whether a repair, an exchange, or another solution is appropriate.

We do not operate our own repair shop. For older devices or repairs outside of warranty, we will refer you to a suitable specialist workshop or handle the processing for you.
To rule out operating errors, we may check your device in our store before it goes in for repair.

You can find a detailed overview on our brand page.
We are an authorized dealer for these brands. In some cases, the product portfolio extends beyond what is displayed in our online shop - however, we can procure almost all products. In the area of installation and project business, we work with additional manufacturers.

You can see the current availability of an item directly on the respective product page in our online shop. There you will also find information on the estimated delivery time.

We do not stock every product in every variation. Many products are ordered directly from the distributor or manufacturer after an order is placed.

If you have questions about availability or need a specific item at short notice, please feel free to contact us. We will check the delivery time directly with our supplier for you.