We are continually trying to make your shopping experience as simple, fast and secure as possible and we are hoping that the following FAQ are answering your questions. If not, you are welcomed to contact us at any time.
What is a pre-order and how does it work?
A pre-order is the reservation of an item that is not yet available for sale yet. An estimated delivery date is indicated for each pre-order item within the product page. Please note that the estimated delivery date can vary up to 4 weeks. We can't be made liable for delays caused by our suppliers or caused by reasons where we are not able to have a direct influence. If you are ordering both, available and pre-orderable items within a single order, you will receive two packages. The available items will be sent immediately. The pre-orderable items will be sent as soon they are arriving at our logistic center.
Can I cancel my order?
We may cancel your order before it has been dispatched. Please write to email@example.com as soon as possible after placing your order, and Customer Support will advise if cancellation is available. Please note, we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed.
Can I modify my order, add other products or remove them?
Unfortunately not. Each order is processed automatically, and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items, please refer to our Return Policy.
I have just placed my order, when will you ship?
If all of your purchased items are in stock, we will ship immediately. We are processing orders in Germany, Berlin from Monday through Friday. We are processing orders the day after the order’s placement, or the next available working day. Orders placed from Friday to Sunday will be processed the following Monday. We are shipping all over the world with various carriers. We cannot be accountable for delays of the shipments due to meteorological conditions, customs inspections and other circumstances that are irrelevant to our control.
Orders to Germany are expected to arrive after 1-2 working days. Orders to EU members are expected to arrive after 3-5 working days. For all other destinations, orders are expected to arrive after 5-8 working days
Do your prices on the website include VAT tax?
All prices reflect the actual retail price of the goods in Euro and include the local German VAT taxes (19%). If you live outside of the European Community, you are entitled to VAT tax exemption. The shipment of the order must be to an address outside of the European Community. The final invoice will reflect this tax exemption. Please be reminded that shipments destined outside of the European Community are subject to import taxes and duty fees (DDU Deliver Duties Unpaid) based on your home country's regulations.
Can I have an update on the status of my order?
Yes. You can track your dispatched package anytime with your personal tracking code. Here you find out how. Alternatively, send an E-mail to firstname.lastname@example.org with the Name and Family Name in which the order was placed, shipping address and order number that you received with the bank confirmation.
I just received my order and the item doesn't fit / you don't like it. Can I exchange it?
If for any reason, you are not satisfied with your order, the unused item(s) can be returned within 14 days of delivery. To guarantee a fast and easy process, please read our Exchange and Return policy before contacting us.
There is a defect good in my order/ I received the wrong item. How can I return it?
If there is a defect in the merchandise or an error in the order on the part of us, please request an exchange or return. You will be given specific instructions on how to return the item. All costs involving shipping or duties re-entry taxes will be paid for by us as well as the shipment of the corrected item.