Frequently Asked Questions
Have you not yet received a confirmation e-mail, or do you have general questions about your order?
If so, you can contact our team via e-mail at firstname.lastname@example.org or by telephone at 08035/967879-0. We will help you as soon as possible.
Why is this item that I ordered sold out?
Unfortunately an article in high demand may no longer be available at the time of your order. Our competent customer service agents will be happy to assist you with the selection of a suitable alternative.
How do I get my money back for a return?
In order to refund your money as soon as possible, we need either your bank details or credit card number. The processing time may take up to two weeks.
I would like to return or exchange an item. What and how can I exchange something?
You have the right to return and cancel your order within 14 days without having to give any reason. This time period starts on the day that you (or a third party appointed by you) take possession of the goods. We ask that you send the item(s) back to us in the original packaging if possible. If you are not satisfied with the product, we will, of course, transfer the money back to you. The processing time can take 1-2 weeks. Please contact us before returning any item. Unless otherwise agreed upon by all parties, the following circumstances do not allow for the right of withdrawal: contracts for the supply of goods that are not prefabricated, and for the manufacture of a custom made order, which an individual selection or provision by the consumer is authoritative or clearly tailored to the consumer.
I forgot my username or password. What can I do?
If you have forgotten your password, it can be sent to your email address using your username. If you´ve forgotten your username, you will have to reregister as we do not have access to your data.
How do I redeem a voucher?
If you have received a voucher or coupon, you can redeem it by entering the code in the appropriate box when checking out. Only one voucher can be used per order.
How will my order be shipped and how long will it take?
According to the German Post, goods should be delivered between 1-3 business days. If we are unable to fulfill an order immediately, due to the desired product not being available, the delivery time will be prolonged. In such cases you will be informed immediately. We reserve the right to make a partial delivery to ensure speedy service.
Countries within the EU:
With the exception of Switzerland and all over non-EU countries, we deliver to all European companies with GLS. The delivery time is 3-5 business/working days.
Europe (but not EU):
We deliver with DPD. Standard delivery time is 4-6 business/working days, however, goods could be delayed at customs.
How much are shipping costs?
Exact shipping costs for Germany and all other countries can be found in Customer Service under Shipping/Costs.
With which parcel service/delivery service will my order be sent?
We always choose the least expensive method of shipping for you. Normally, small packages are sent with DHL while larger ones are sent by parcel service. If you are not at home upon delivery, a DHL package can be picked up from your nearest post office. A parcel service will try twice to deliver the package and then it is sent back to us. You can also specify a more convenient alternative delivery address eg. at work.
How can I pay?
Information on how to make a payment can be found in customer service under payment.
How do I choose the right size?
So you will not be unpleasantly surprised you can find a sizing chart for all clothing and shoes in our online shop or in the catalogue.
My desired size doesn´t show up/appear.
This means that at this time this size is not available. It may become available at a later date. Keep checking on occasion.