BLACK DEAL OF THE MONTH: 12 months extra guarantee with the voucher code: OSKAR12
Frequently asked questions about our shop
Service
Order
Login/Register
Payment
Shipping
Return & Guarantee
System requirements
Data protection
Service
We have listed the most important questions for you here. Is there no suitable answer for you? Then please feel free to contact us personally.
Phone: +49 3131 7786056
Business hours: Mon - Fri, 09:00 to 18:00
We will gladly accept your emails at any time viasupport@faller-audio.comand always try to answer you as soon as possible.
Telephone orders can be placed every day from 09:00 to 18:00 via our order hotline at +49 2131 7786056. Send us your order.
Please note that when ordering by telephone, payment can only be made in advance.
Calls from the German fixed network at the local rate, prices from the mobile network may vary (depending on the provider).
Of course we are happy to receive positive reviews, but we also take your negative reviews seriously and are constantly trying to improve. Here you will find ourContact form.
Order
- Place your chosen item in the desired version in the shopping cart by clicking on the "Add to cart" button. A window with your shopping cart will open on the right side of your screen. Here you will see all the items you have placed in your shopping basket. Then go to "Checkout".
- In the next step, you can optionally log in (email address and personal password), register again or continue the order without registering as a "guest buyer". It is not necessary to create an account for an order via our online shop.
- Now enter your delivery address or check the data provided. On the Shipping Information page you will find a list of the countries to which we currently ship.
- Then select the desired payment method from our available payment methods and enter your billing address if different from the delivery address. If available, you can enter your voucher code here.
- In the next step, check your order details under "Order overview". If everything is correct, please click on "Complete order".
- As soon as we have received your order, we will send you an order confirmation with your order number by email.
No. There is no minimum order value in our shop. We ship your order free of charge regardless of the order value.
The stocks of our articles are updated regularly and at short intervals. All items displayed in the faller audio online shop are usually available. Otherwise, this item is marked as "currently not available" and it is not possible to add it to the shopping cart.
If, in exceptional cases, you order an item that is shown as available but is nevertheless not available, we will inform you of this promptly by email.
However, for certain items that are currently not available, it is still possible to place a regular pre-order via the checkout process. You will then receive separate information from us as to when the item can be delivered again and will then process your pre-order.
Items that are no longer displayed in our online shop are usually sold out and will not be back.
With a bit of luck, you may still find some remaining stocks at our specialist dealers or other marketplaces such as Amazon.
Unfortunately, gift wrapping your order is not yet possible at this time. As soon as this function is available on our online shop, we will list this option on the shopping cart page.
After placing your order by phone or online, you will receive an email with your order confirmation shortly afterwards. If you have not received this email sent automatically, please make sure that it has not ended up in your spam folder.
If you actually do not receive a message, we must assume that your order was not successful. In this case, please contact our service team or place your order again if you wish.
Cancellation of the order is usually no longer possible once the order has been confirmed by us by email. In order to deliver as quickly as possible, your order goes directly into processing.
If you wish to exchange items, please feel free to place a new order. A direct exchange is not possible, as "return and re-order" works faster for you. For further information please contact our service team via support@faller-audio.com or via our contact form.
As a rule, it is no longer possible to change the order once it has been confirmed by us by email. In order to deliver as quickly as possible, your order goes directly into processing.
Please use our returns function for returns. For further queries, please contact our service team via support@faller-audio.com or via our Contact form.
Already reduced items and vouchers are excluded from discounts.
Login/Register
You have many advantages if you log in before placing an order. However, registration is not mandatory.
You can then conveniently log in with your email address and personal password each time you place an order.
If you have forgotten your password, you can request your password again using the "Forgotten password" function.
If you have forgotten your password, you can have your password reset by email under "Forgot your password" before logging in. For security reasons, please change your password after the next login. We advise you to repeat this at regular intervals.
If you do not wish to register, simply place your order as a "guest buyer".
If you register for the faller audio online shop, you will have numerous benefits:
- Fast and convenient shopping
- Save your user data and settings
- Insight into your orders incl. shipment information
- Manage your newsletter subscription
For a new registration, please go to the small "My account" sign at the top right. There you can enter your data under "I would like to re-register" and follow the instructions.
Please note that you can only register once with the same email address. You can test whether you are already registered with us using the "Forgot your password" function. Simply enter your email address and receive your password by email if you are already registered.
If you have forgotten your password, you can have your password reset by email under "Forgot your password" before logging in. For security reasons, please change your password the next time you log in. We advise you to repeat this at regular intervals.
If you have forgotten your email address, please send your name, address and date of birth to support@faller-audio.com. We will be happy to help you.
If your login does not work, this could be due to various reasons: Your password may be incorrect or your data may not be stored correctly in our system. Multiple registrations of your email address can also lead to inconsistencies when logging in.
Please explain your problem in an email with your name, address and date of birth tosupport@faller-audio.com. We will be happy to help you.
To ensure that you are always informed about all promotions and the latest news about OSKAR or faller audio, we recommend that you register for our newsletter. You can register for it free of charge on the homepage of the online shop.
By the way: You can unsubscribe at any time via a link at the bottom of the newsletter.
You can change or update your data at any time after logging in.
For security reasons, your account can only be deleted by us. To do so, please send us anemailto our service team stating your name, address and date of birth.
Range
Purchase a separately available additional base station. Alternatively, use a separate USB power supply (AC 100 - 240 V - 50/60 Hz) with an output voltage of 5.0 V (volts), a current output of 2.0 A (amps) and USB-C plug connection and connect it directly to your OSKAR to charge the battery.
Buy additional OSKAR TV listening amplifiers. The set-up is very simple.
In an open area up to 30 metres. This is a guideline, but reception may be interfered with by other electronics, walls, etc.
Payment
All common payment methods are available to our customers:
- Prepayment or bank transfer
- Purchase on account via Klarna Bank AB
- 0% financing via Santander Bank
- Pay immediately via Klarna Bank AB
- Credit card (VISA, Eurocard (Mastercard) or American Express)
- PayPal
Orders via our online shop cannot currently be paid cash on delivery. You can find a complete overview of the payment conditionshere.
You can conveniently order on account via our payment processor Klarna. When purchasing on account with Klarna, the goods only have to be paid for after receipt. The prerequisite is a corresponding credit rating, which is checked by Klarna in advance. The payment period to our payment service provider Klarna is 14 days from the dispatch of the goods. The payment method "invoice" is only possible for orders within Germany. The invoice conditions can be found here.
The introduction of SEPA (Single Euro Payments Area) will create a uniform payments area within Europe. In Germany, SEPA replaces the account number and the bank code with the IBAN and BIC.
As an international, standardised bank account number, the IBAN replaces the existing national account numbers for bank transfers. The IBAN consists of a maximum of 34 digits. The 1st and 2nd digits indicate the country code, the 3rd and 4th digits the check digits and the following 30 digits contain account information.
The BIC is a unique international designation of a bank and replaces the previous bank sort code. Your IBAN and BIC can usually be found on your bank card. Otherwise, please contact your bank or look under: www.iban-rechner.de
In the faller audio online shop you can pay with credit cards from Visa, MasterCard and American Express.
For technical reasons, your credit card will be charged at the time you place your order in our online shop. Your associated account will be debited at the time agreed with your credit institution - typically once a month at the end of the month.
Payment by credit card: At the moment of the order
Payment with PayPal: At the moment of the order
Payment on account: You will receive an invoice with the delivered goods, which must then be paid within the specified period to the bank account also specified.
0% financing via Santander
Pay for your order conveniently in 12 equal monthly instalments with 0% financing from our partner Santander. With the instalment loan from Santander Consumer Bank, you can finance your purchase at zero cost. The interest is paid by sonoro audio GmbH for you. The term is 12 months. You can find more information here.
Installment purchase via Klarna
With Klarna's financing service, you can pay for your purchase flexibly in monthly instalments of at least 1/24 of the total amount (but at least EUR 6.95) or under the conditions otherwise specified in the checkout. The instalment payment is due at the end of each month after Klarna sends you a monthly invoice. Further information on the instalment purchase including the General Terms and Conditions and the European standard information for consumer credit can be found here.
Recipient: sonoro audio GmbH
Institute: Volksbank Düsseldorf Neuss eG
IBAN: DE46301602130054215010
BIC: GENODED1DNE
Please use this bank account only for payments in advance.
Note: Orders which are processed via an external payment service provider (e.g. for orders on account or hire purchase), use their respective bank details. Please refer to your order confirmation / invoice for these.
If you would like to redeem a voucher with your current order, you can enter the voucher code in the shopping basket below the order data by clicking on "I have a voucher". You will find the voucher code on your voucher.
Should the voucher cover the full amount of your purchase, please still select a payment method (PayPal, credit card or direct debit) so that the order process can be completed. Of course, your account will not be charged additionally.
If the voucher does not cover the full amount, the remaining amount will be debited via your chosen payment method.
There are two types of vouchers: purchase or value vouchers and promotional vouchers.
Purchase/value vouchers can be purchased in different amounts and then have an equivalent value in the amount of the value level. At the moment, only one of these vouchers can be redeemed per order process. The order value should at least correspond to the voucher value. To redeem the voucher, enter the voucher code in the field provided when placing your order. You will find the field under the summary of your order when selecting the payment methods.
Special offer vouchers are issued or given away by faller audio for special offers. You cannot buy them, they have no actual equivalent value, but only give a discount on an order (e.g. 5€ or 5%). Only one of these vouchers can be redeemed per order.
Unfortunately no. Your order is processed within seconds, as we work with a professional logistics company that starts your packing and delivery process immediately. Likewise, payment is an automatic process. A subsequent deduction of the voucher is not possible.
There are two types of vouchers: purchase or value vouchers and promotional vouchers.
Purchase/value vouchers can be purchased in various amounts and then have an equivalent value in the amount of the purchase price. For orders with these vouchers, if you return them, the amount will be refunded to you via the payment method selected when placing the order.
Special offer vouchers are issued or given away by faller audio for special offers. You cannot buy them, they have no actual equivalent value, but only give a discount on an order (e.g. 5€ or 5%). Only one of these vouchers can be redeemed per order. When ordering with these vouchers, the voucher code expires with the order. It can also no longer be used after a return.
Shipping
Return & Guarantee
If you do not like the ordered items or do not like them for other reasons, you can exercise your statutory right of withdrawal within 14 days without giving any reasons. The period begins on the day on which you or a person named by you has taken possession of the goods.
The timely dispatch of the revocation is sufficient to meet the deadline. Further explanations and information on the right of revocation, its conditions and consequences can be found in theCancellation policy.
If the purchased goods have a defect, you are entitled to certain rights.
- You can:
- Demand supplementary performance
- withdraw from the contract or reduce the purchase price
- Claim damages or reimbursement of futile expenses
Right to subsequent performance
In the event of a defect, the sellershall, as a matter of principle, initially have the right and the obligation to provide subsequent fulfilment. The seller can try to remedy the defect by repairing the goods or by delivering defect-free goods. You should set a reasonable deadline for the seller to achieve this. In principle, you as the buyer may decide whether you prefer a repair or a subsequent delivery. The seller can only refuse the type of subsequent fulfilment you have chosen (repair or subsequent delivery) if this is associated with disproportionately high costs or is impossible for him. The costs of subsequent fulfilment (transport costs, labour and material costs) shall be borne by the seller (§ 439 para. 2 German Civil Code).
Note: The law requires that you must always set a deadline for the seller regarding subsequent performance. Therefore, always give the seller the chance to remedy the defect within a reasonable period of time. If you remedy the defect yourself or have it remedied by a third party without first having set the required deadline for the seller regarding subsequent performance, you are not entitled to compensation for the costs of remedying the defect.
Please note that all returned items must be in their original condition. If this is not the case, we reserve the right to disallow your return and return the goods to you.
Please note that you can only return items ordered from us. Items purchased from a distribution partner can only be returned to their premises subject to the return period applicable there.
Yes, the return shipment is free of charge for you if you use our UPS or DHL return service. Please note that other than shipping to you, a return shipment may be sent via a different shipping service provider. It can therefore happen that you receive the shipment from us via DHL, but in the case of a return shipment you receive a UPS return label from us.
The use of a shipping service provider chosen by you is not possible from our side and may lead to further costs for you.
If your order has not been delivered correctly, we will organise the return or exchange of the goods. You will not incur any additional costs. If your order has a quality defect or is defective, please notify our customer service by telephone at+49 (0) 2131 77 860 56or by email tosupport@faller-audio.comwith us. After checking your complaint, we will organise the return or exchange of the goods. Please have the following information ready for processing:
- Order number (AN...)
- Model name of the product
- Serial number of the product (determine serial number)
- Colour of the product
- Purchase date
- Proof of purchase (please enclose with the shipment)
- A short error description
- Your contact details and delivery address
Alternatively, you can also return the goods via our online shop:
At the bottom of the homepage of our online shop, go to the menu item "Return". Here, enter the order number (AN...) that is on your delivery note included in the package as well as on the invoice sent by email and fill in the specified fields completely. Please remember to accept the "Data protection notice" and then click on "Send".
We do not offer an exchange. Please state the reason of your return for our statistics.
The refund will be made automatically to the account specified when the order was placed. For security reasons, it is not possible to change the account.
After checking the data you have submitted, we will send you the DHL or UPS shipping label by email, which is free of charge for you. If it is a return under warranty, you will receive a repair order number (RMA number) from us by email with all shipping instructions and the DHL or UPS shipping label free of charge for you.
Prerequisites for the use of this service in the event of a warranty claim:
- The product is within the manufacturer's warranty
- The present defect is covered by the warranty
Please also observe the warranty conditions in the operating instructions supplied with the product or the warranty card enclosed with the product, if applicable.
In the next step, you will receive an email with a PDF file to print out. Stick the return label with our address on the parcel. At best, remove all other old labels from the parcel.
Afterwards, please affix the return label to the package and drop it off at a UPS or DHL parcel shop or at a UPS or DHL packingstation, depending on the shipping service provider.
If you are unable to visit your drop-off point in person, you have the option of arranging a collection by UPS and DHL at your own expense.
- In any case, please note the following points:
- Do not return the parcel carriage forward, but use our returns label
- It is best to use the original packaging for the return shipment in order to avoid damage in transit. Enclose the invoice or copy of the invoice and/or the delivery note with the return shipment
Our address for returns is:
sonoro audio GmbH
c/o LetMeRepair Rhein-Main GmbH
Im Weidig 3
63785 Offenburg am Main
We do not offer a direct exchange. In order to receive the alternative desired item as quickly as possible, you can order it again directly and return the unwanted item. The purchase amount will then be refunded to you after receipt of the goods.
This way you will receive your desired item already 2-4 working days after ordering. Otherwise, you would have to wait until the exchanged item arrives with us, it is checked and booked back and the exchange is re-ordered.
In the development and production of our music systems, we attach the greatest importance to quality and the greatest possible care. This includes putting every single music system through its paces before it leaves the factory. It is particularly important to us that you continue to enjoy your faller product as long as possible after purchase. Are the contents incomplete or damaged? Is there cause for complaint? We will not leave you alone with your questions. You can rely on the expertise of our service staff. Our service team knows everything there is to know about sonoro and faller products and will advise you in a friendly, fast and competent manner. However, should you ever receive a damaged item, you can of course complain to us.
At the bottom of the homepage of our online shop, go to the menu item "Return" and follow the instructions there.
Alternatively, contact our customer service by phone at+49 (0) 2131 77 860 56or by email tosupport@faller-audio.comand have the following details ready:
- Order number (AN...)
- Model name + serial number + product colour
- Proof of purchase (please enclose with the shipment)
- A short error description
- Your contact details and delivery address
Should it happen that you have received the wrong item, you can of course complain to us. Please contact our service team for this.
You can also return the wrong item to us free of charge within the 14-day cancellation period and simply re-order the desired item. Please use the return function in our online shop for a free return shipment.
As soon as your return arrives at our warehouse, it will be checked whether all items are still in their original condition and the return is intact. If this is the case, the refund will be initiated.
The refund is automatically made via the payment method originally used for the purchase. A change is not possible for security reasons. It is not necessary to cancel payments made, for example the credit card booking, as this may incur charges for you.
Please note that depending on the payment method, the refund may take up to 14 working days.
Our orders are usually sent as a parcel with standard shipping by our delivery partner DHL. Depending on the size of your order or the volume of parcels at the delivery partner, we may also ship by DPD, UPS or a freight forwarder.
Shipping to foreign countries is usually done by UPS.
We aim to process and ship all orders as quickly as possible. Available products are usually handed over to our shipping partners on the same day when orders are placed in the faller online shop by 2 p.m. (Monday - Friday). On average, the delivery time is 3-5 working days after the receipt of the order.
Delivery abroad usually takes 5-7 days.
In the case of short-term promotions, the delivery time may be extended due to the high number of requests. All items affected by this have a corresponding note in the item description. For deliveries by DHL, delivery is from Monday to Saturday. For deliveries by UPS, delivery is from Monday to Friday.
Ab einem Bestellwert über 99,00 Euro ist der Standardversand kostenlos.
Shipping costs within Germany with an order value of less than EUR 99.00 are EUR 4.90.
Foreign orders (EU foreign countries and non-EU foreign countries) can generally not be processed by cash on delivery. Orders from abroad can only be paid by credit card or PayPal, if applicable.
Note on import and customs costs:
Orders to Switzerland and Liechtenstein as well as other countries (EU foreign countries and non-EU foreign countries) may be subject to import duties and taxes, which are levied once a delivery has reached the country of destination. Any additional costs incurred for customs clearance are to be borne by the recipient. For more information, please contact your local customs authorities.
Is shipping really free of charge?
Ab einer Bestellhöhe von 99 Euro ist der Standardversand für Sie innerhalb Deutschlands kostenfrei. Unsere Lieferungen erfolgen in der Regel von Montag bis Samstag.
In principle, faller audio delivers to any desired address within Germany, whether to your home, your workplace, family, friends or neighbours.
Users registered with DHL can also have their parcel conveniently sent to a DHL Packstation or branch. With the DHL Packstation, you can receive parcels when and where it suits you best. However, you may only be able to pay by PayPal or credit card. After you have registered once with DHL Packstation, you can enter your preferred Packstation as the shipping address and collect your parcels there.
Please enter the word Packstation and the corresponding number in the street field. The post number then goes into the field for additional information! Items with a minimum size of 15 x 11 x 1 cm and a maximum size of 75 x 60 x 40 cm are suitable for Packstations.
All our music systems can be sent to a DHL Packstation. If a parcel is too large for the Packstation, it is usually forwarded to the nearest post office branch. Shipments are also redirected to post offices if the selected Packstation is full.
Currently we deliver to the following delivery areas: Germany, Belgium, France, Italy, Austria, Luxembourg, Netherlands, Spain.
If you have ordered items for immediate delivery by prepayment via our online shop, we will initiate dispatch as soon as we have received your transfer as payment on our account. Please note that a regular bank transfer within Germany takes approx. 1 to 2 days and a bank transfer from other countries takes approx. 3 to 6 days. If you have the option to pay with a real-time transfer using your online banking app, your payment will be transferred to sonoro audio within 10 seconds and we can process your order immediately after sending it.
When ordering via our partner Klarna, you initiate payment directly from your account. In this way, we can process and dispatch items in stock immediately after receipt of the order.
If you order by credit card, your account will be charged directly and we can ship items in stock immediately after receiving your order.
When ordering with PayPal, you initiate the payment directly via the PayPal page. In this way, we can process and dispatch items in stock immediately after receipt of the order.
Yes, your tracking number (control number) will be sent to you by email as soon as the package leaves our warehouse.
Once your order has been processed and dispatched, you can check your delivery status using your tracking number (control number) with DHL via the https://www.dhl.de view.
If we use another shipping service provider, such as DPD or UPS, you can check your delivery status on the shipping tracking pages of the respective logistics company.
If you have not received a tracking number from us despite paying the outstanding amount, please contact our service team at support@faller-audio.com
You will be informed about the upcoming delivery by email from DHL when the package leaves our warehouse.
If the delivery is not successful, the parcel will be handed over to a DHL/Post office for self-collection.
If this is not possible, the package will be returned to our warehouse and booked out. A new delivery will then no longer take place and the refund of the purchase amount will be initiated. Via https://www.dhl.de or the DHL Parcel App, you can check the current status of the delivery with DHL at any time using your tracking number.
Via https://www.dhl.de you can check the current status of your delivery with DHL at any time using your tracking number.
You will be informed of the tracking number in advance by email.
If you still cannot find or do not receive your parcel, please contact our service team at support@faller-audio.com. We will be happy to help you.
Please report any damage to your parcel immediately to the DHL driver, if you are able to do so, and also make a damage report to our service team.
This is especially important if items are damaged or missing.
Please state your name, address and the order number (AN...) and, if possible, send us photos of the damaged package.
Of course, you can also return defective parcels directly to us for a refund of the order value. To do this, please follow the instructions atReturn function.
System requirements
To ensure the correct display and functionality of the faller online shop, we recommend that you update your browser to the versions listed below.
- Mozilla Firefox versions > 38
- Microsoft Internet Explorer >11 & MS Edge >12
- Google Chrome Versions > 29
- Safari Versions > iOS 8.1 A
- Android versions > 4.4
For an optimal page display, please ensure that Java and JavaScript are enabled in your browser.
Our faller online shop is displayed in the best possible way both at large resolutions (1920x1080 pixels) and on smartphones with a low resolution.
Cookies are small pieces of text information that are stored on your hard drive and enable the recognition of a user. The use of cookies is common practice on the Internet and is also used in the faller online shop in order to make the website user-friendly for you and to optimally adapt it to your needs. Of course, it is up to you to set your Internet browser to accept cookies or not to allow them.
Once you have allowed cookies, you can delete them at any time. Please note that the use of the functionalities of the faller online shop may only be available to a limited extent if cookies are not permitted. You can find further information on this in our Data protection.
To enable cookies, follow the instructions below for the browser version you are using.
Mozilla Firefox
- Call up the "Tools" (Extras) menu.
- Select "Options".
- Select the Privacy icon in the left-hand panel.
- Check the box "Allow sites to set cookies".
- Click on "OK" to save your changes.
Microsoft Internet Explorer
- Open the "Tools" menu and select "Internet Options".
- Click on the "Privacy" tab.
- Click on the "Standard" button (or manually go up to the "Medium" option) under "Settings".
- Click on "OK".
Google Chrome
- Select the Chrome menu icon.
- Select Settings.
- Select "show" at the bottom of the Advanced Settings page.
- In the Privacy section, select Content Settings.
- Select Allow local data storage (recommended).
- Select "Done"
Please also note the relevant information on cookies in our Privacy policy.
Data protection
The protection of personal data is a top priority for sonoro audio GmbH. The company sonoro audio GmbH undertakes to always treat your personal data in accordance with the provisions of German data protection law, in particular the Federal Data Protection Act and the Telemedia Act.
SSL encryption Throughout the faller online shop we use the industry standard Secure Socket Layer (SSL). This method encrypts all your data for your security before it is transmitted, so that it is not readily accessible to third parties. In this way, we strive to maintain the confidentiality of your information, especially payment data, during transactions in the faller Online Shop. On most browsers, you can recognise that you are on an encrypted page by the security lock icon to the right of the address bar.
2. Server security We encrypt sensitive customer data with SSL certificates. We endeavour to keep our servers up to date at all times by using or applying current security standards (e.g. firewall) in order to prevent external access as much as possible.
Thanks to an extensive security and authorisation concept, your data cannot be viewed by employees of sonoro audio GmbH and service partners without special authorisation.
sonoro audio GmbH uses the data you provide on the websites of the faller online shop within the scope of the purpose of the contract, in particular for processing your orders, managing the customer relationship, delivering the goods and processing payments. For this purpose, sonoro audio GmbH may pass on data to service partners (e.g. shipping companies and credit institutions).
In addition, sonoro audio GmbH carries out credit checks where necessary to prevent bad debts and to reduce any credit risks and transmits data relevant to creditworthiness to appropriate companies. We always take your interests worthy of protection into account and obtain any necessary consent for data processing and transmission.
sonoro audio GmbH uses your data exclusively for its own advertising and marketing purposes and for its own market research. It goes without saying that we treat all personal data confidentially and will never pass on your data to third parties for advertising purposes. Further explanations and information on the subject of data protection as well as on the collection, processing and forwarding of your personal data can be found in our Privacy Policy and in our General Terms and Conditions.
