FAQ & SUPPORT
Frequently Asked Questions (FAQ)
Order
Can I place an order without a customer account?
Yes, you can easily place your order as a guest.
You have the free choice whether to create a customer account or not. However, the ordering process is significantly simplified by a customer account, as you can save your data and process future orders faster.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with a tracking number.
You can use this number to track your order on the shipping carrier's website.
How do I redeem a gift card with my online order?
You can easily redeem your gift card during the ordering process. In the shopping cart or at checkout, you will find a field labeled "Enter gift card or voucher code". Enter the code of the gift card there and click "Apply" to credit the card's value to your order. The total amount will be adjusted accordingly.
Will I receive an order confirmation?
Yes, upon completion of your order, we will send you a confirmation email with all the details and the order number.
Shipping
Which shipping carrier will my package be sent with?
We ship all packages with DHL.
How long will it take for my order to be delivered?
Current delivery time: 3 to 5 business days after receipt of order.
As soon as your order has been shipped, you will receive a confirmation email with a tracking number so you can keep an eye on the delivery status at all times.
How much is shipping?
Shipping costs vary by region:
- Germany: 3.49 EUR
- Austria: 6.49 EUR
- Switzerland and Liechtenstein: 9.90 EUR
- EU and Great Britain: 7.90 EUR
- Rest of the World: 14.90 EUR
Can I have my order delivered to a Packstation or my workplace?
Yes, deliveries to Packstations are possible, but only via DHL.
Deliveries to your workplace are also possible; please include the company name and "c/o" in the delivery address.
Where do you deliver to?
Currently, we only ship within Germany.
Return
What are the requirements for returning a product?
Please find our return policy attached. To initiate a return, please contact our support team.
(Please scroll down in our FAQ section to access the support area.)
How long do returns take to process?
Refunds are usually processed within 14 days after we have received and inspected your return.
Who pays for the return shipping?
Returns within Germany are free of charge. For international returns, the customer bears the shipping costs.
Care Instructions & Size Charts
Where can I find care instructions and size charts?
You can find the material care instructions and size charts directly on the respective product pages in our online shop.
If you have already placed an order, you can simply revisit the product page by clicking on the item in your order confirmation or customer account. All relevant information regarding care and sizing will be listed there.
Support
If your questions were not answered in our FAQ, please contact our Support. Always include your order number in the message history. We will get back to you as soon as possible.