Customer service

Shopping in comfort

If you don't find what you're looking for in our store (which is highly unlikely), we will be happy to order it for you. And of course we also provide gift vouchers. We'll also be happy to gift-wrap all the things you wish to give as presents rather than keep yourself (if you can tear yourself away from them). If the person receiving the gift is not satisfied with it (almost impossible) we of course provide 14 days from the date of purchase for the exchange of the article on all non-discounted items upon presentation of our receipts.

Delivery service

Horstmann+Sander makes shopping easy, and to make sure that this feeling continues after you have made your purchases will be happy to deliver the bags and suitcases you buy from us to your home. Within the Hannover region one of our own staff will make the delivery, and with larger distances we cooperate with the specialists at UPS and DHL – with free shipping from a goods value of 200.00 euros.

Repair service

We make sure that our product – sorry, your product – will give you many years of pleasure. For this purpose we offer an all-round repair service. In our service department we open locks for which the combination has been forgotten, carry out stitching jobs, stamp additional holes in belts or shorten them as required. We replace rollers on Rimowa suitcases and repair the exterior seams on gloves. For more extensive repairs we can call on the work of external specialists, and if the repair work will take a little longer we'll be happy to lend you a suitcase or bag.

Payment options

Payment can be made in cash and with all standard debit and credit cards, including China Union Pay and Japan Credit Bureau. And because we cooperate with Tax Free Worldwide you will also be able to have the VAT refunded if you intend to export the goods you purchase from the European Union.

Cost estimates in case of damage

If something happens to your high-quality luggage during a trip, we will be happy to provide you with a quotation for the amount of the expected repair costs. Submitting this document to your insurance company may increase your chance of being reimbursed for the damage incurred.