Terms of service

General Terms and Conditions of Hello Sue GmbH



The following General Terms and Conditions of Hello Sue GmbH, Erikastr. 151, 20251 Hamburg, (hereinafter: seller) are the basis for all services provided by the seller www.hello-sue.com.

  1. Scope, contractual partner
  2. Offers and service descriptions
  3. Ordering process and conclusion of contract
  4. prices and shipping costs
  5. Delivery, availability of goods
  6. payment arrangements
  7. retention of title
  8. right of withdrawal
  9. return
  10. Material defect warranty
  11. Liability
  12. EU Online Dispute Resolution
  13. Final Provisions

1. Scope, contractual partners

  1. These general terms and conditions (hereinafter: GTC) apply to all contracts concluded between a consumer or entrepreneur (hereinafter: customer) and Hello Sue GmbH (hereinafter: seller) via the website www.hello-sue.com.

  2. A consumer is any natural person who concludes a legal transaction for a purpose that cannot be attributed to their commercial or independent professional activity. An entrepreneur is any natural or legal person or partnership with legal capacity who orders for commercial, independent or freelance purposes.

  3. These terms and conditions apply in the version valid at the time the contract is concluded for the current and future business relationships between the seller and the customer, even if they have not been expressly agreed again. Deviating conditions of the customer are not recognized unless the seller expressly agrees to their validity.

2. Offers and service descriptions

  1. The presentation of the products in the online shop does not constitute a legally binding offer, but a binding offer to conclude a purchase contract. Descriptions of services in catalogs and on the seller's website do not have the character of an assurance or guarantee. The nature of the goods offered in the online shop is based exclusively on the product descriptions. Please also note that the display on the Internet varies from monitor to monitor and can never correspond exactly to the original template.

  2. All offers are valid "while stocks last" unless otherwise noted on the products. Apart from that, errors remain reserved.


3. Ordering process and conclusion of contract

  1. The contract is concluded by completing the ordering process, about which the seller will inform the customer in an overview below. A detailed description of the ordering process with all details on the individual ordering steps and the correction options can be accessed via the following link:https://hello-sue.com/policies/shipping-policy

  2. The customer can select products from the seller's range without obligation and collect them using the "add to cart" button. The customer can then proceed to complete the ordering process within the shopping cart by clicking on the “Continue to checkout” button. Here the customer has to enter all required data in the fields provided for this purpose.

  3. The customer submits a binding request to purchase the goods in the shopping cart by clicking the “Buy” button. Before sending the order, the customer can check the data again and change it at any time; In particular, he can print out the text of the contract before placing the order using the print function of his browser in the last step of the order. Required information is marked with an asterisk (*).

  4. The seller then sends the customer an automatic acknowledgment of receipt by e-mail, in which the customer's order is listed again and which the customer can print out using the "Print" function (order confirmation). The automatic acknowledgment of receipt only documents that the customer's order has been received by the seller and does not constitute acceptance of the application. The purchase contract is only concluded if the seller sends the ordered product to the customer within 2 days, hand it over or the shipment arrives confirmed to the customer within 2 days with a second e-mail, express order confirmation or sending of the invoice.

  5. If the customer has selected payment in advance, the contract is concluded when the bank details and payment request are provided. If the payment is not received by the seller within 10 calendar days after sending the order confirmation, despite the fact that it is due, even after a renewed request, the seller has the right to withdraw from the contract, with the result that the order is no longer valid and the seller is not obliged to deliver meets. The order is then completed for the customer and the seller without further consequences. A reservation of the item in the case of prepayment is therefore made for a maximum of 10 calendar days.

  6. The final contract is in German.


4. Price and Shipping Costs

  1. The prices listed in the offer at the time of the order apply. The prices given are final prices, i.e. they include the applicable statutory value added tax plus shipping costs.

  2. In addition to the stated prices, the seller charges shipping costs for the delivery. The shipping costs will be clearly communicated to the customer on a separate information page and as part of the ordering process. From an order value of €50.00, shipping within Germany (excluding islands) is free.

5. Delivery, Availability of Goods

1. The delivery is made via a logistics partner of the seller to the delivery address specified by the customer. Customers are informed about delivery times and delivery restrictions (e.g. restrictions on deliveries to certain countries) on a separate information page or within the respective product description.

2. If advance payment has been agreed, delivery will take place after receipt of the invoice amount. In addition, the seller will ship the ordered products in good time so that they are delivered to the customer within the shipping time specified in the offer.

3. If not all ordered products are in stock and this is expressly stated in the respective item description. If the customer orders a product in advance ("presale") together with products that are already available, he is free in this case to

-to withdraw from the contract or one or

- agree to multiple partial deliveries (partial delivery of available products before partial delivery of pre-ordered products) or

- to opt for the simultaneous delivery of all products as soon as the pre-ordered products are available.

4. If the ordered product is not available because the seller is not supplied with this product by his supplier through no fault of his own, the seller can withdraw from the contract. In this case, the seller will inform the customer immediately and, if necessary, propose the delivery of a comparable product. If no comparable product is available or the customer does not want a comparable product to be delivered, the seller will immediately reimburse the customer for any consideration already paid.

6. Payment Arrangements

The customer can choose from the available payment methods as part of and before completing the ordering process:

1. Express Payments

Shop Pay / von Shopify
Google Pay / von Shopify
Paypal Express / von Paypal

2. Standard Payments

Credit card (Mastercard, AMEX, MAESTRO & Visa) / by Shopify
Purchase on account with Klarna / from Shopify
Sofortüberweisung / by Shopify
Gift Card / by Shopify
Paypal Standard / von Paypal

3. Further information

3.1 Payment via Paypal

The customer pays directly via his PayPal account. After sending the order by clicking on the "Buy" button, you will be forwarded to PayPal and can release the order value there. As soon as the seller's PayPal account has been informed of the customer's authorization, the item will be shipped, depending on the delivery time specified for the item. The customer's Paypal account will be debited with the actual invoice amount after deduction of any discounts, gift vouchers, etc. immediately after authorization has been carried out.

3.2 Payment via Klarna

If the customer chooses to pay via Klarna when making the purchase, all they have to do is provide their name, email address and postal address. His account details are therefore not recorded. Klarna then takes over the processing of the purchase and transfers the money directly to the retailer. The customer then receives an email from Klarna with an invoice for the products he has ordered. As soon as the products are shipped from the retailer, Klarna will inform the customer of this in another email. The customer then has 14 days to settle his invoice with Klarna. If the customer wishes to return the delivered products or part of them, he can report his return via Klarna. His payment will then be paused by Klarna. The returned products must then be sent back to the dealer by the customer. After receiving the returned products, the retailer informs Klarna about the invoice items to be canceled. Klarna then sends the customer an updated invoice.


7. Retention of Title

    The delivered goods remain the property of the seller until full payment has been made.

    8. Cancellation policy

    1. Right of Withdrawal
    You have the right to withdraw from this contract within fourteen days without giving any reason.
    The cancellation period is fourteen days from the day on which you or a third party named by you who is not the carrier took possession of the last goods.
    In order to exercise your right of withdrawal, you must inform us, Hello Sue GmbH, of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post, fax or e-mail). You can use the attached sample revocation form for this, but this is not mandatory.
    To meet the cancellation deadline, it is sufficient for you to send the communication regarding your exercise of the right of cancellation before the cancellation period has expired.

    2. Consequences of revocation
    If you withdraw from this contract, we will have paid you all payments that we have received from you, including delivery costs (except for the additional costs resulting from the fact that you have chosen a different type of delivery than the cheap standard delivery offered by us have), immediately and at the latest within fourteen days from the day on which we received the notification of your cancellation of this contract. For this repayment, we use the same means of payment that you used in the original transaction, unless something else was expressly agreed with you; under no circumstances will you be charged fees for this repayment. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
    You must return or hand over the goods to us immediately and in any event no later than fourteen days from the day on which you inform us of the cancellation of this contract. The deadline is met if you send back the goods before the period of fourteen days has expired.
    You bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

    3. Model withdrawal form
    (If you want to revoke the contract, please fill out this form and send it back.)
    Hello Sue GmbH
    Erikastr. 151
    20251 Hamburg
    I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)
    Ordered on (*)/received on (*):
    Name of consumer(s):
    Address of consumer(s):
    Date, signature of the consumer(s) (only if notification is made on paper)
    (*) Delete where not applicable

    Download sample withdrawal form
    4. The right of revocation does not exist
    4.1 Contracts for the delivery of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer,
    4.2 Contracts for the delivery of sealed goods which, for reasons of health protection or hygiene, are not suitable for return if their seal has been removed after delivery.

    9. Returns

    1. If the customer is not satisfied with his purchase, he can return the delivered products within 14 calendar days of receipt. The goods must be returned to the following address:

    Hello Sue GmbH
    c/o Eulenschnitt
    Heinickestr. 2
    20249 Hamburg
    E-mail: hello@hello-sue.com

    The shipping costs of the return are to be borne by the customer. Lost or misdirected returns will not be refunded without proof of shipment with a track and trace code. The same applies in the event that delivered products are not returned on time. The customer must return all products that he wishes to return to the seller in their original condition and well packaged in the original packaging so that the products are not damaged in transit.

    2. The refund of the purchase price will be made after receipt and inspection of the products via the original payment method.

    10. Warranty against Material Defects

    1. The statutory warranty rights apply.

    2. If delivered items show obvious transport damage, the customer is asked to complain immediately to the seller's logistics partner and to contact the seller as soon as possible.


      11. Liability

      1. The following exclusions and limitations of liability shall apply to the seller's liability for damages, irrespective of the other statutory entitlement requirements.

      2. Liability for intent, fraudulent intent and under guarantee is unlimited. In the event of gross negligence, the seller is liable in the amount of the typical damage that was foreseeable at the time the contract was concluded. Furthermore, the seller is liable for the slightly negligent breach of essential obligations, the breach of which jeopardizes the achievement of the purpose of the contract, or for the breach of obligations, the fulfillment of which is essential for the proper execution of the contract and on the observance of which the customer regularly relies (so-called cardinal obligations ). In this case, however, the seller is only liable for the foreseeable, contract-typical damage. Subject to paragraph 3, the seller is not liable for the slightly negligent breach of obligations other than those specified in the preceding sentences.

      3. The above limitations of liability do not apply in the event of injury to life, limb or health, for a defect after the assumption of a guarantee for the quality of the product and for fraudulently concealed defects. Liability under the Product Liability Act remains unaffected.

      4. Insofar as the seller's liability is excluded or limited, this also applies to the personal liability of employees, representatives and vicarious agents.

        12. EU Online Dispute Resolution

        The European Commission has set up an internet platform for online dispute resolution (OS) (Art. 14 Para. 1 ODR-VO and § 36 VSBG). The platform serves as a contact point for the out-of-court settlement of disputes about contractual obligations from purchase contracts that were concluded online. You can access the platform at the following link: ec.europa.eu/consumers/odr

        13. Final Provisions

        1. The contract concluded between the customer and the seller is subject to the law of the Federal Republic of Germany.

        2. Unless the customer when ordering

        2.1 has no place of residence in the Federal Republic of Germany or

        2.2 moves his place of residence abroad after the conclusion of the contract or

        2.3 whose domicile is not known at the time the action is filed, the exclusive place of jurisdiction for all disputes arising from and in connection with the contractual relationship is Frankfurt am Main.

        3. Place of jurisdiction and place of performance is the registered office of the seller if the customer is a merchant, a legal entity under public law or a special fund under public law.

        4. Should one or more provisions of these General Terms and Conditions be or become invalid, this will not affect the validity of the other provisions.