Frequently Asked Questions (FAQ)
General information about the shop
1. What does your online shop offer?
Our store offers a wide selection of products from various categories—from fashion and electronics to household goods and accessories. We also offer a special service for customers in third countries, allowing them to order products from European and American stores that don't normally ship to their country.
2. How can I order products?
The ordering process is simple:
- Select your products from our range and add them to your shopping cart.
- Go to checkout, enter your delivery address and select your preferred payment method.
- Complete your order and we'll take care of the rest.
If you use our shopping service for third-country customers, you will find the details in the “Shopping Service” section below.
3. Do you deliver worldwide?
Yes, we ship to most countries worldwide. If there are any special shipping or customs restrictions, we will inform you in a timely manner.
4. What are the shipping costs?
Shipping costs vary depending on the destination and package size. The exact costs will be displayed at checkout before you complete your order.
5. How long does delivery take?
Delivery time depends on your location and the shipping method you choose:
- Standard shipping: 7–14 business days
- Express shipping: 3–7 business days
If you use our shopping service, the delivery time may be slightly longer as we first process the order with the retailer.
6. Are there any discounts or offers?
Yes, we regularly offer special offers and discounts. Sign up for our newsletter to stay up to date.
Purchasing service for third countries
7. How does the shopping service work?
If you live in a third country, you can use our service to order products from European and American stores. The process:
- Go to the shop of your choice (e.g. Zara, Nike, Amazon).
- Place the products you want in your shopping cart.
- Take a screenshot and send it to us via WhatsApp or upload it to our website.
- We order the products for you, handle the processing and deliver directly to you.
8. What fees apply to the shopping service?
Our service fee depends on the value of the goods and the destination. This fee covers ordering, processing, and shipping. We will inform you of the exact costs after receiving your request.
9. Are there any restrictions on the products?
We cannot order products that:
- Are prohibited or restricted from being imported (e.g. medicines, weapons).
- Are particularly bulky or heavy.
Contact us if you are unsure.
pay
10. Which payment methods do you accept?
We accept:
- Credit card (Visa, MasterCard, American Express)
- PayPal
- Bank transfer
If you need a different payment method, please contact us and we will review the options.
11. Is the payment secure?
Yes, your payment is secure with us. We use SSL encryption and work with trusted payment providers.
Returns and refunds
12. Can I return a product?
Yes, returns are possible. Contact us within 14 days of receiving the goods, and we will assist you with the return. Please note that some items may not be returnable (e.g., personalized products).
13. What happens if I don't receive my package?
If your package is lost, we will investigate the case with the shipping service provider and refund you if no solution is found.
Support
14. How can I reach you?
You can contact us at any time:
Shahaes Mohamed
Managing Director and Owner
Tirma Export Import Comp.
Address:
On the clover 2b
50354 Hürth
E-mail:
info@tirma.de
Opening hours:
Monday - Friday: 10:00 - 17:30