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Questions & Answers

Delivery & shipment

How high are the shipment costs?

Shipment costs are £6.90 per order. The shipment costs for bulky items are £90.00 and shipment is made by forwarding company.

What carrier is used to deliver my order?

Deliveries are made by DHL in Germany between 9 a.m. and 6 p.m. and by UPS outside of Germany.

When will I receive my order?

According to our General Terms and Conditions delivery will be made to you within seven working days of receipt by us of your order, depending on availability of the goods.

What types of delivery are offered?

Your order will be delivered as DHL Standard.

How can I check my order or delivery status?

In the email you receive confirming delivery there is a link which you can follow to track your order. If you do not receive confirmation of delivery, you can contact us directly. Please just ring us or send an email.

Payment

What means of payment can I use for purchasing services in the Porsche Online Shop?

You can use a credit card to purchase services in the Porsche Online Shop. The standard credit card providers are supported. You will find a list of all accepted credit cards for your country at the end of each page in the Porsche Online Shop.

My credit card is not accepted. What can I do?

Please check whether your credit card type is supported by the Porsche Online Shop. You will find a list of accepted credit card types at the end of each page in the Porsche Online Shop. If your credit card is supported, please check whether your credit card is still valid. Otherwise, please contact Porsche Shop Support or get in touch with your bank or credit card provider.

My credit card security code (CVC) is not accepted. What should I do?

Check that your credit card is still valid. If it is no longer valid, please contact your bank or credit card provider. If your credit card is still valid, please contact Porsche Shop Support.

Where can I find my credit card security code (CVC)?

You will find the 3-digit security code (CVC) for your credit card on the back of the card. If you are using an American Express credit card, you will find the 4-digit security code with the designation CID on the front of the card.

Return

Can I exchange or return articles?

Of course. We guarantee satisfaction with all articles ordered on our online shop. If you do have any complaints, we will of course refund the purchase price as soon as the goods are returned. Depending on the bank involved, it may take several days before your account is credited again. Unfortunately goods cannot be exchanged.

What does it cost to send articles back?

It doesn’t cost anything to send articles back. If you’re not entirely satisfied with your order, you can send it back at no charge. Please note our guidelines for returns. These can be found in our General Terms and Conditions.

What do I need to know if I return goods?

Please return the goods charges forward in the original packing with the completed return label to the following address:

Dr. Ing. h.c. F. Porsche AG
Retourenabteilung
c/o LOEWE Logistics & Care GmbH & Co. KG
Röntgenstraße 17
32052 Herford

 

How long does it take to process my returned goods?

It takes approximately two to seven working days for the package to reach our warehouse in Germany. We then need up to another 48 hours to process your returns. At peak times we may need longer than 48 hours.

When will I be refunded?

It takes up to 14 days to deal with the returned goods. The money will be refunded to the credit card account named by you.

How can I cancel my order?

You have the right to change your mind and cancel this contract within 14 days without giving any reasons for doing so.

In order to cancel within the cancellation period it is sufficient for your notice to cancel to have been sent before the period expires.

You must return or transfer the goods to us as soon as practicable at

Dr. Ing. h.c. F. Porsche AG
Retourenabteilung
c/o LOEWE Logistics & Care GmbH & Co. KG
Röntgenstraße 17
32052 Herford

and in all cases within 14 days of the day on which you notify us of cancellation of this contract. This period will be deemed to have been complied with if you send the goods back before the 14 day period has expired.

Orders

Can orders be placed online securely?

We give top priority to the protection of your personal data. Your personal data is protected in our order form by means of a secure connection. All the information, from your credit card number to your address, is coded before it is sent to us. This remains encrypted for unauthorised persons throughout the entire transmission. This means that third parties can neither see nor manipulate your personal data. We achieve this data security by using an SSL protocol (Secure Socket Layer). SSL encryption is enabled as soon as the URL in the address bar begins with “https://” or a lock symbol appears in the status bar at the bottom (Internet Explorer, Mozilla). All the data you enter is encrypted on a specially secured server and is protected as well as possible. Your credit card data is also erased as soon as we have processed your order.

Do you also accept orders placed from other countries?

We only accept orders from Germany, United Kingdom, France, Italy and Spain. Other Porsche online shops are available at:

 

Of course, you can also go to your nearest local Porsche partner. The addresses of our worldwide dealers can be found at www.porsche.com.

 

Can I cancel my order?

Of course. Please just ring us or send an email to cancel your order: store.porsche.com/gb/en/contact

I placed an order. Why did I not receive an order confirmation?

The order confirmation is displayed immediately after you conclude the purchase in the Porsche Online Shop. You also get an order confirmation by e-mail. If not, please contact Porsche Shop Support.

What can I do if I have any problems placing my order online?

Problems may arise with your order if a server is technically overloaded. In this case we would ask you to place your order at a later time. If you still have problems later on, please contact us by telephone or by email. We will be glad to give you any personal assistance you need.

How do I know if an article is available?

We make every effort to make sure that articles are always available in our online shop. If an article is temporarily unavailable, a message will appear to this effect in the online shop and orders will be blocked. This message will be removed as soon as the article is available again. You can reserve articles which are temporarily unavailable for delivery. Please just ring us or send an email.

Why did I not receive an invoice for my order?

Please check whether your invoice is available in My Porsche. Depending on the service, billing can take several working days. If you do not receive an invoice for your order, please contact Porsche Shop Support.

Who can I contact if I have questions about an invoice?

If you have questions about your invoice, please contact Porsche Shop Support.

Product information

Who can I contact if I have any questions about products?

All products which require explanation are provided with relevant descriptions in our online shop. If you would like more information about a product, please ring us for individual help or send an email.

Who can I contact if I have any questions about the availability of products?

We make every effort to make sure that articles are always available in our online shop. If an article is temporarily unavailable, a message will appear to this effect in the online shop and orders will be blocked. This message will be removed as soon as the article is available again. If you would like more detailed information about availability, please ring us or send an email. We will be glad to give you any personal assistance you need.

What prices are shown in the online shop?

Errors and omissions are excepted. All prices are given in euros and include statutory value-added tax, from the warehouse. Shipment costs are additionally payable and depend on the country to which delivery is made. The prices in effect at the time the order is placed are charged.

How big are the model cars in the various scales?

All model lengths based on the Porsche 911.

  • 1:87 approx. 5.1 cm
  • 1:43 approx. 10.3 cm
  • 1:32 approx. 13.8 cm
  • 1:28 approx. 15.9 cm
  • 1:18 approx. 24.6 cm
  • 1:14 approx. 31.7 cm
  • 1:12 approx. 47.5 cm
  • 1:8 approx. 56.7 cm

 

Porsche ID

What is the Porsche ID?

The Porsche ID is a verified e-mail address that is used as the user name for My Porsche and the Porsche Online Shop.

I am registering on My Porsche right now. Why can't I get to the next step?

If the password does not meet the specifications, you will not be able to continue with registration. The password must meet the following requirements:

  • The password must be at least 8 characters long.
  • The password must contain at least one uppercase letter.
  • The password must contain at least one number.
  • The password must contain at least one special character (e.g. !§$%&?!).

 

 

What do I do, if I did not receive an SMS code when I registered in My Porsche?

You can send the text message code again during registration. If this still does not work, please contact us: store.porsche.com/it/it/contact

How do I benefit from registering in My Porsche?

Your personal information (e.g. contact details, delivery addresses or payment request) will remain available to you, so that you can contact us more quickly and conveniently. All adjustments are completed with just a few clicks through your My Porsche profile.

I gave the wrong e-mail address for registration by mistake. What should I do?

Your e-mail address for registration can be changed by your Porsche partner or Porsche Connect Support.

I have forgotten my password – what can I do?

If you have forgotten your password, you can reset it at any time using the My Porsche login page.

I have forgotten my Porsche ID. What can I do?

If you have forgotten your Porsche ID, please contact Porsche Connect Support.

Can I delete my Porsche ID?

You can delete your account data at any time using your Porsche ID account.

Can I change my Porsche ID?

You cannot change the Porsche ID. Please contact Porsche Connect Support to do this.

How can I change my password?

To change your password, please log in using your Porsche ID. You can then change the password in your account.

What is your preferred mobile telephone number?

Porsche will use your preferred mobile telephone number for standard communication purposes.