I can't complete my order, is there a technical problem?
If you are registered as a user, we recommend that you log in right at the start.
It is also important to notice at which step of the shopping cart the problem occurs.
Step 1: shopping cart
Please make sure that you actually put products in the shopping cart. If you are sure that you have put items in the shopping cart, but they are not displayed, please press the F5 key on your keyboard - this will update the page.
Step 2: registration
If you were already signed in, this step will be skipped.
Otherwise you will be asked to log in now. You can order as a guest or you can become a registered user. Find out about the advantages of registering!
If you have already logged in as a registered user and nothing happens after clicking on "Proceed to Checkout" or you only get to a white page, please check the address settings in your customer account:
A default address needs to be stated here:
If you cannot find an address with the addition "(Standard)" in your address overview, please click on "Set as standard address" for the desired address. You should then continue through the ordering process.
Step 3: delivery address
If you click on "Next" on this page, but you do not get to the next page, please check whether you have accepted our terms and conditions and the cancellation policy.
Step 4: payment method
Here you just select the payment method you want and click "Next". If you do not get to the next page (step 5) at this point, please contact webshop@sonnentor.at. Please describe in your email as precisely as possible
at which step the problem occurred
what exactly happens when you click on "Next"
which browser you are using (if possible also specify the browser version)
which device you are using (PC / laptop, tablet, smartphone)
Alternatively, you can try choosing a different payment method.
Step 5: check your order
The next step depends on the payment method you selected in the previous step. With the payment methods credit card, instant transfer and PayPal, you will be redirected to a page for entering payment data. If that doesn't happen, you can try the following:
Please accept cookies on our website (cookie banner at the bottom of the website).
Try to send your order in a different browser (Google Chrome, Mozilla Firefox, Microsoft Edge, Microsoft Internet Explorer etc.). It is quite possible that privacy settings or add-ons cause problems with a particular browser.
If you still cannot complete your order, have a look at our FAQ on the individual payment methods. Possible problems that can occur with individual payment methods are described here and solutions are suggested.
Alternatively, you can also switch to a different payment method at this point - just click the "back" button and choose another payment method.
If, despite all your efforts, you cannot order successfully, please contact webshop@sonnentor.at and we will find a solution for you!