How to Shop on Alza.de?
We have prepared a simple guide that will provide you with all the necessary information.
Product selection
You can search for products by entering the name of a specific item, manufacturer or product type in the search box, or by using the category bar. You can compare products easily and also save them into your favourites for later purchases.
Add to cart and order
After placing all the desired products into your shopping cart, you will receive the expected delivery date. In addition to the full service offer, you will be able to choose the combination of a payment and shipping method that suits you the best.
Delivery
You will be regularly informed about the delivery status of your parcel, and you can track the shipment through the selected carrier. Check your order upon handover and report any damage to the driver.
Warranty claims
Of course, you can also file claims for goods purchased from us. Please follow the instructions on the Returns & Claims page..
Other
More information or services you might be interested in:
FAQ
- Services and support
- Digital content
- Orders
- Returns & claims
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How can I tell which additional services are offered with the product?
Once you add the product to your cart, a list of available services will automatically be displayed. You can also find our most popular services here.
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Can I purchase an extended warranty separately?
Yes, you can purchase the extended warranty at any time during the standard warranty period.
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Is it possible to order device setup?
If your phone, tablet, or PC hasn’t been set up yet, you can purchase our First Start setup service for new devices.
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If I order First start service, will it have any effect on the delivery time?
Ordering the First Start service usually delays delivery by one day.
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How is personal data protection handled?
At Alza, we take online security and the protection of our customers' personal data very seriously. That’s why we’ve prepared this detailed article with all the relevant information.
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What rules apply to advertising?
Our advertising policy can be found in this comprehensive article.
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How do I receive any digital content that I have purchased?
After the payment, the purchase will be sent to your e-mail.
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Do I need to be a registered customer to purchase digital content?
Yes, but only if you are interested in purchasing electronic licences by Microsoft.
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I cannot download my digital purchase, what should I do?
If the order is paid and the licence cannot be downloaded, we kindly ask you to contact our customer line at +43 720 815 999. We apologise for any inconvenience.
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The purchased licence is not what I expected, can I return it?
Unfortunately, digital content falls into the category of goods that cannot be returned.
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How can I track the status of my order?
You can check the status of your order here.
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Do I need to be registered to purchase goods?
No, you don't. You can make purchases without being a registered customer.
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When will my order be delivered?
If the item you ordered is in stock, it will usually be delivered within 2–3 working days. You can choose to have it delivered directly to your home or to one of the many DHL Parcel Shops. Bulky items are delivered via our partner GO! (General Overnight). For more details, see Shipping & Delivery.
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I'm not able to pick up the order, is it possible to reschedule?
You can extend your order reservation in the My Alza section under the order details. If this option is not available, an extension is no longer possible.
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I bought a product and it’s not working. What should I do?
Log into your account and submit a new online claim. Please describe the issue in detail. Return the product within 14 days. You can find out how here.
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Can I return a product without giving a reason?
Yes, you can return your product within 14 days of purchase without giving a reason. However, we appreciate your feedback so we can improve our services. You can find the full return policy in our Terms and Conditions.
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How do I make a warranty claim?
If one of our products isn’t working properly, you can make a claim. First, check whether the product is supported by an authorised service center—claims through them are often processed faster. If not, or if you prefer to deal with the seller, you can submit your claim directly to us. Learn more on our Returns and Claims page.
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Where do I send my product?
Please follow the instructions on the Returns and Claims page.
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What do I need to include with my return?
Include the complete product and a copy of your invoice. If returning by post or courier, also include a written description of the issue. Please return all accessories with the product, as missing parts may be the cause of the problem and are required for full diagnostics. TV returns must include the stand—shipping the screen alone can lead to damage.
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My accessory is faulty. Do I need to return the main device as well?
Yes, accessories cannot be claimed separately. Please always return the main product along with the accessory.
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Do I need the original packaging?
No, original packaging is not required for a return, but we do appreciate it if you include it.
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How long does it take to process a claim?
We will process your claim as quickly as possible, but no later than 30 days in accordance with our Claims Policy. We cannot provide a specific processing time in advance.
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Can someone else submit the claim for me?
Yes, just designate that person as your contact, either by phone or via our contact form. They’ll need the original invoice.
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If you are a business customer, refunds will only be issued to the person listed in your registration. -
Will my data be lost during the repair?
Most likely, yes. Repairs usually require a factory reset to prevent issues from third-party apps. We strongly recommend regular backups—especially before submitting a device for repair. For detailed instructions, see our data backup guide.
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My service report says the device can't be repaired. What should I do?
Simply send us the original document (you can find out how here).