Mon-Fri : 7:00 AM to 9:00 PM (CET)

E-Mail

store@audif1.com
We will get back to you within 24 hours. Please add your order number if this is related to an order.

Chat

Our customer service team is also happy to assist.
Agent chat support (CET): Mon to Fri (7:00 AM to 9:00 PM)

Typically, you’ll receive the following emails about your order:

• Order confirmation email to acknowledge we have successfully received your order
• Shipping email containing your Track & Trace code
• Order delivered email to confirm the parcel has been delivered

In the case of a return, the following emails will be sent for your assurance:

• Confirmation email when the carrier has collected your return parcel
• Confirmation email once we have received your return at our warehouse and the refund has been authorised

Upon cancelling your order, we will send you a cancellation confirmation email to confirm your order has been cancelled.

If you purchased your products with PayPal, you don’t need to contact us. You can find your order number under ‘purchase details’ – it is 3 capital letters followed by an 8-digit number. Use this to track your order.

After completing your online order, within 15 minutes of purchase , you can cancel it entirely or partially. But we cannot offer the option to change e.g. amount of items, different size or color or your personal details.

You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully.
You can check the status of your order by visiting the order tracker. This will tell you at which stage of the delivery process your order is.

Have you not received your confirmation email? In that case, find out here how to check your order number.

• Click the button ‘Cancel items’. This button is only visible for 15 minutes after placing your order.
• Go to Klarna-Klarna
• To report a quality/warranty issue
• You must return the item if you want a refund. We will provide you with a return label and instructions on how to send the item back to our warehouse.

After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there is a weekend in between.

You can cancel online orders, entirely or partially, only within 15 minutes of placing them.

Steps to cancel your order online

1. Go to the order tracker and enter your order number and email address. You can find your order number in your order history or in the email we sent you to confirm the order.
2. Click the button 'Cancel items'. This button is only visible for 15 minutes after placing your order.
3. Now select the items you would like to cancel from your order, pick your cancellation reason and confirm your cancellation.
4. You will either not be charged or receive a refund for the cancelled products. Once your cancellation has been processed (within 2 - 4 hours), we’ll send a confirmation email to the address you used to place your order.

Refunds

Payment Method	Refund after cancellation
Creditcard Visa/Mastercard/American Express	Reservation cancelled
PayPal	Immediate refund
Klarna	Up to 12 days after cancellation More info on refunds with Klarna here

Sorry to hear that your order got cancelled. It is very hard to define a specific reason why the order is cancelled. For more information about your order and the cancellation you can check the order tracker.
If your order, or part of it, is cancelled, we’ll pay you back the amount of the cancelled products.

There are two ways to locate products: via the navigation or search menu. You can then further refine your search results using the filters.
This is where you can narrow down your results with options such as product type, size, colour and price.
Alternatively, you can find specific products by using the search bar at the top right of the page. Simply enter the product name or article number.
For product details, click on the product image. Found what you were looking for? Click on ‘Add to Bag’

Go to the shopping bag icon at the top right corner of any page. From there you can manage the content of your shopping bag.

• To change the size of a product, click ‘Edit’ below the specific product.
• To delete a product, click ‘Delete’ below the specific product.
• To change the quantity of a product, click the product quantity box and select the number you want to order.

Returns
Start return

If you return an item that’s in good condition or cancel your order, you will automatically receive a refund.

Returned an Item

You can track your return journey through the return tracking number provided by the carrier. Do you see on the carrier tracking page that your return has been delivered? Good news, this means it has reached the last step in the sorting centre with the carrier, and it is now on its way to the warehouse.
Once we receive it, we'll perform a quality check within 5 business days. You'll receive an email once we initiate your refund.
If your return was created as an exception for an older order outside our regular timelines, your refund can take longer than 14 calendar days to get processed.Please note that a return fee may be deducted from refunds for items that are not defective. This is to cover processing and handling costs.

Credit or debit card
A refund issued to your credit or debit card takes up to 14 calendar days once we’ve processed your return in the warehouse.

PayPal
A refund issued to your PayPal account takes up to 14 business days once we’ve processed your return at the warehouse.

Klarna
Did you pay with Klarna? Klarna handles the refund process. This should take up to 12 business days once we’ve processed your return at the warehouse.
If you didn’t pay anything yet, visit the Klarna Portal. Select your Audi order and indicate what you’ve returned. Klarna will temporarily pause your payment until the return has been processed and will send you a new invoice if you still have an open payment. If you receive a payment reminder while the return is in progress, please contact Klarna directly.
Go to Klarna Klarna

Delivery costs
Make sure you choose your choice of delivery option.

Cancelled an Item
You can cancel an order within 15 minutes of receiving your confirmation email. This won’t cost you anything.

Credit card
The reservation on your credit card will be cancelled automatically.

PayPal
Once you’ve cancelled your order, we’ll immediately initiate a refund issued to your PayPal account. This takes up to 3 business days.

For more details, please read our Terms & Conditions.

We kindly ask you to also meet the following conditions:

• The product is in its original state and packaging.
• Apparel has the original tags attached.
• Accessories have all parts of the original packaging.
• Footwear is in the original shoe box.
• For products with a protective polythene lining: if the protective lining has been removed, the product cannot be returned or exchanged due to health protection reasons.

To report a quality/warranty issue please email store@audif1.com with your order number, preferred resolution . What the issue is with a description and image. We will review this and respond to you within 24 hours.

Possible resolutions
You must return the item if you want a refund. We’ll provide you with a return label and instructions on how to send the item back to our warehouse.
You can expect your refund within 14 business days , depending on your bank. If you paid with a credit card, you won’t be charged.

Process and outcomes
Once we’ve received your item at our warehouse, we’ll review your claim within 5 business days. Any refund or replacement depends on the outcome of the investigation.
You can track the status and see the outcome of your claim on your order details page.
 

• If approved: We’ll proceed with your chosen resolution.
• If rejected: We’ll send the item back to you.

Destination	Courier Services	Service Days
EU	Economy Parcel	1–9
	DHL Standard	2–6
	DHL Express	1–3
	FedEx Standard	2–5
US	DHL Express	2–5
	FedEx Standard	2–3
	FedEx Express	1–7
ROW	DHL Standard	2–7
	DHL Express	1–8
	FedEx Standard	1–10
	FedEx Express	1–9
Australia	DHL Express	3–4
	FedEx Standard	5–8
	FedEx Express	2–9

* Minimum order value for free delivery €50 (Europe) and € 150 (Outside Europe)
**Shipping costs will be calculated at check-out
*** If you live in an area which is eligible for Express shipment, this option will show during checkout. Complete your order before 7:00pm from Mon–Sat. and before 1:30pm on Sunday for delivery on the next working day. This service is not always available

Where is my order?

Visit your order details page to track the status of a recent order. If it hasn’t been shipped yet, we are doing everything to send your order asap. If you’ve received your shipping email with a track and trace number, please use the tracking link within the email to get the latest information regarding your delivery. 
It could be possible you receive multiple packages for your orderand each package has its own tracking email and link.

Not home at the time of the delivery?

You can be in charge of your delivery by using the tracking link contained within the shipping email. You could try to redirect your package to your neighbour, a collection point near you or reschedule the delivery date.

• Our Carrier Delivery days run from Monday–Sunday.
• We cannot deliver to PO boxes.
• Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays in Germany.
• Delivery time varies depending on the type of products purchased, your address and method you choose. During sale and promotion periods delivery might take a little longer than expected.
• You will receive notifications of any difficulties encountered with processing your order, or any cancellations within your order as soon as is reasonably possible following identification of any issues.
• Due to logistical difficulties in making deliveries to certain remote areas (e.g. Jersey Islands & Guernsey), we reserve the right to cancel your order and make such orders subject to additional Terms & Conditions (e.g. requiring a minimum order value). We don’t ship to postal codes starting with GY*, GBA*, GBJ*, JE* and to: GX11 1AA, AI 2640, ASCN 1ZZ, BBND 1ZZ, BIQQ 1ZZ, FIQQ 1ZZ, PCRN 1ZZ, SIQQ 1ZZ, STHL 1ZZ, TDCU 1ZZ, TKCA 1ZZ. - Make sure exclusions are listed.

You can find your order number in your order history or in the email we sent you to confirm the order.
In case of any delays, you  will receive the most accurate expected delivery date in your Shipment Confirmation email, as well as from our order tracker once your parcel is shipped.

Did you miss the delivery driver?

Your package might:

• Get delivered tomorrow. Most carriers come back the following day and try again. Discover the next delivery attempt online with your track and trace number, or contact the carrier to schedule a new delivery date and time.
• Be waiting for you at a nearby collection point. If so, you’ll find a notification card on your doormat. Make sure you bring an ID card along with your notification card when you want to pick it up. Your package will be kept there for 7 days before it is sent back to Audi.

Haven’t you received a notification card from your carrier? Check the track and trace number or contact the carrier.
 
Never miss another delivery
Here’s a tip for your next delivery. Keep an eye out for the track & trace email from the carrier and use their service to redirect or reschedule your delivery. Most of the carriers offer you the options to adjust the delivery date, redirect your package to a collection point or to drop it off at your neighbour.

There are a few reasons that can keep us from being able to ship your order.

Here are a few possible causes:

• The product(s) you ordered are out of stock.
• You live in a remote area, and we cannot deliver there.
• You specified a PO box as your delivery address. Unfortunately, we are not able to deliver to PO boxes because our deliveries need to be signed upon receipt.
• A payment issue might have occurred when you placed the order.

If your order status says it's been delivered, but you don't have it yet:

If it's been over 24 hours: report a delivery issue and we'll investigate what happened
Report a delivery issue

If it's been less than 24 hours:

Please wait - deliveries sometimes have slight delays. Most orders show up within 48 hours.

You can also:
 

1. Check the latest status with the order tracker.
2. Contact the carrier to confirm the delivery details, including the address.
3. Ask any neighbours if they received your order.

Other order statuses

"On its way" with no delivery date
The carrier has your order, but it hasn't been assigned a delivery date yet. Once it is, we'll send you an email with the tracking link.

Cancelled, not delivered, or lost
You'll be refunded to your original payment method. We'll send you an email with more details.

If you received the wrong items, please submit an online report. We'll get back to you within 48 hours.
Report a delivery issue

We accept the following payment methods: Visa, American Express, Mastercard, PayPal, Apple Pay, Sofortuberweisung (Online Bank Transfer), Alipay, JCB, Multibanco, UnionPay, Mistercash, EPS, Diners, Bank Transfer, Google Pay, Mistercash Card, Kobini, Kakao, GrabPay MY, MOLPay, MB Way, Mobile Pay, Twint, GrabPay SG, OXXO, SPEI, Boleto, PIX, WeChat (not on mobile), Amazon Pay, GoPay, GCash, Dana, Fawry, Blik, Vipps, Przelewy24, iDeal, Klarna, Trustly, KCP, Finnish E-Banking, Khipu, Servipag, Doku, Apple Pay Express, Google Pay Express, PayPal Full Express, Swish, Venmo, Pay By Bank(Tink)

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country.
All you need to do is untick the box that says 'My billing information is the same as my delivery information’ and then you can enter in your correct billing details.

It depends on the type of products you ordered and your payment method.

Credit or debit card
If you used a credit or debit card to order, you will be charged as follows:
You’ll be charged when the order leaves the warehouse. When you place the order we authorise the amount, then after the order leaves the warehouse, we capture the amount.

PayPal
If you used PayPal, you will be charged as soon as you place the order.

Buy now, pay later with Klarna
If you have selected Klarna as your payment method, you'll have 30 days to pay your invoice. All payments are processed by Klarna and will not be handled by Audi.
Klarna Pay in 3 instalments. If you choose Klarna Pay in 3 instalments, you’ll have one part payment at purchase and further payments at 30 and 60 days. All payments will go through Klarna and will not be handled by Audi.

It is not possible to get a VAT invoice. However, the VAT amount and rate of your purchase is stated on your invoice.

The invoice is created when your order is delivered and will be sent to you in the delivery confirmation email. You can also view it in your order details.

Any Audi product manufactured or purchased within the last two years is eligible for a Return Authorisation. A copy of your original receipt or itemised proof of purchase will be required as well.
If you want to file a warranty claim, please contact us and provide photos that clearly show the defect, along with article number (ART # is a 6 character alphanumeric code on the product tag) and overall product.
Please note that we cannot compensate for products that were damaged for other reasons, including damage by negligence, misuse or wear and tear. We cannot compensate if the product was bought from anywhere other than our Online Shop.

We use a diverse variety of materials in our products, and wherever possible make sure they are environmentally friendly and recycled. Our selection of materials contributes to our ambition of becoming an even more sustainable company.
To thoroughly research the materials that we use, head over to the materials section of our website.
 
For the material description of a specific product, please check:

• Its online product information page
• The product labels

Due to the popularity of some of our products, they can often sell out quite quickly, but there are always other options you can explore.

All feedback – negative or positive – is invaluable to us, so we encourage you to get in touch if there’s a compliment about our service or products that you would like to share, or something you would like us to improve on.
To provide a compliment or complaint about our products or services, please contact us.

I want to report a possible unsafe product.
When you have a concern about the safety of our products, please contact customer service: You can find the contact details on our Contact Us page.