Frequently Asked Questions (FAQ)
I have already placed my order. Can I adjust the order later?
You were a little too quick when ordering and chose the wrong size/color - or did you make a mistake when entering your address? All not so bad! It is important that you send us an email as soon as possible write to email@example.com . Then we can check the status of your order and make changes if necessary. If your package is already on its way to you, we will certainly find a solution.
I made a different choice. Can I still cancel my order?
Whether or not we can cancel your order depends on the status of your order. If your order has not yet been shipped, cancellation is still possible in most cases. However, if your package is already on its way to you, cancellation is no longer possible - in this case you must first return the order to us and only then can we refund you the amount.
I have not received an order confirmation. What should I do?
As soon as you have placed an order with us, you will automatically receive an order confirmation by e-mail. If you have not received a confirmation, something may have gone wrong during the ordering process. To be on the safe side, also check your spam e-mails, sometimes the confirmation ends up there. However, if you do not receive an order confirmation, then send us an e-mail to firstname.lastname@example.org and we will check for you whether we have received the order.
How long do I have to return my order?
You have 14 days from the date of delivery to return your purchase or individual items to us. This gives you enough time to try on your new clothes in peace and get another opinion.
How do I return my order and what do I have to consider?
Please return your order to this address
Am Birnbach 5
It is also important that you fill out a return slip and put it in the package so that we can allocate your order.
Where can I get a return label or who bears the costs for the return?
For returns, you bear the shipping costs yourself. You can decide for yourself which shipping service provider you want to use to return the items to us. Please note that you are responsible for the goods until the return arrives at our office - we therefore recommend that you use our DHL shipping service with tracking and insurance so that the return can be processed safely.
You can register the return via our returns portal and you can find the returns form here
If you choose one
If you choose the shipping service provider of your choice, make sure that our return form is included in the package.
If you have received a wrong delivery or defective goods, please contact us in advance at: email@example.com
Why don't you offer free returns?
The costs incurred for returns have risen sharply, so it is currently not possible for us to offer free return labels. Fairness is an important part of our philosophy for us - that's why not only fair production is important to us, but also that we can offer you our products at a fair price. However, this is not possible if we already have to factor in the return costs incurred in our product prices. We also ask you to support us in minimizing unnecessary returns as much as possible, as these consume valuable resources. Before you randomly order items for viewing, be aware that this can result in unnecessary returns - these not only cause high costs and workload, but also pollute our environment. Your conscious decision for products that you really want to keep gives us much more pleasure!
How does the returns process work?
Our returns process is as follows:
You can find your returns form here
Please enter the required information here.
Pack the items you wish to return properly.
(We can only take back unworn goods in their original condition.)
Do not forget that you must enclose the return form, otherwise we cannot assign your return.
Send your return back to us with DHL or a shipping service provider of your choice - you bear the costs for the return shipment.
Am Birnbach 5
As soon as we have received your package, the return will be checked and you will be refunded your money. Please note that this process can take up to 14 days.
How long does it take for my return to be refunded?
We will refund you the purchase price after receipt and inspection of the goods. This can take up to 14 days. Please note: we are only a small team and from time to time there may be delays in processing returns. So please be patient. If you still find something strange, please send us an email to firstname.lastname@example.org
Your request and we will take care of it as soon as possible.
I have placed several orders and now I want to return something from different orders. Can I pack and return the items together?
Of course, yes, you are welcome to return items from different orders together (please note the return period). In addition, it is important that you send the return form for all orders so that we can allocate the return correctly and refund the amount as quickly as possible.
Unfortunately I ordered the wrong size. Can I exchange a product?
Despite careful measurement, it can happen that you order the wrong size. This is not a problem. Simply send us an email to email@example.com with your request and we will let you know whether we can exchange the item you want. Please note: we can only exchange items for a different size and only if the desired size is still available. In all other cases you must return your order and place a new order for the exchange.
Which countries do you ship your orders to?
We ship our orders within Germany, Austria, France and Italy. You are not sure whether we will ship your order to your country - then simply send us an e-mail to firstname.lastname@example.org and we will be happy to provide you with more information.
Which parcel deliverers do you work with?
We ship orders within Germany with DHL.
We send orders to Austria, France and Italy with GLS.
Can I have my order delivered to a Packstation/post office?
We can deliver your orders to packing stations or post offices.
Provided that the specified address and the data of the Packstation are correct.
If the delivery address and Packstation data are incorrect, we will send your package to the billing address you provided. In the event that we do not have an alternative delivery address, we will inform you by e-mail that we can only use your package if you provide us with an alternative delivery address.
How much are the shipping costs?
The shipping costs vary depending on the country to which the delivery is made.
You can find the details about the shipping costs here Shipping conditions
Can I use multiple discount codes with one order?
You can only redeem one discount code per order.
Has your question not been answered yet or is something still unclear to you?
We would be happy if you simply contact us via email at email@example.com or give us a quick call +49151 / 51822577