Can I cancel my order?
If your purchase has not been processed yet, you can still cancel any order within 48 hours of receiving your order confirmation in the ‘My Account’ section. But we are unable to combine orders, change sizes, or add or remove pieces from an existing order once it has been placed. For further assistance, please contact our customer service team: email@example.com
Can I make changes to my order?
You can edit your order or your shipping details within 48 hours of receiving your order confirmation in the ‘My Account’ section. If the order has already been processed, we will not be able to change it.
Why was my order cancelled?
From time to time, it may be that the item(s) that you ordered are no longer available. If that should be the case, we will contact you within the next 48 hours regarding cancellation. Your refund will be processed immediately.
What can I do if I’ve received a faulty item?
If you receive a faulty garment, please e-mail firstname.lastname@example.org with your order number and send us photos of the fault. If we have checked the fault, we will arrange a replacement or refund.
What should I do if I’ve received the wrong product?
We sincerely apologize if you have received a product you didn’t order. Please contact our customer service team at email@example.com and we’ll send you the item you ordered as quickly as possible. Please register a return for the product that was sent in error.
RETURNS & REFUNDS
How can I return items?
If you are not happy, you have 14 days from the delivery date to return any purchased items. All items must be returned unworn and unwashed, and in the original packaging. The labels/tags must still be attached, otherwise the items cannot be refunded. For goods with a special hygiene sticker, e.g. our beauty products, the right of return applies only if the sticker has not been removed. In the event that an item is returned to us outside of the 14-day return policy, or in an unsuitable condition, we reserve the right not to refund you. Please use the pre-paid returns sticker that comes with your order. If you have lost your returns label please login to ‘My Account’, where you can print out a new label or contact our customer service team at firstname.lastname@example.org
What can I do if my package doesn’t contain a returns label or if the label has got lost?
You can download the returns label at your ‘My account’ page. Should you have any difficulties, please contact us at email@example.com. We are always here to help!
Can I get an exchange rather than a refund?
Unfortunately, we are not able to offer an exchange on items. All returned items will be refunded once they have been received by our warehouse. If you would like an item in a different size or color, you will need to place a new order.
How do I use my gift card?
To use your gift card, you can apply your unique gift code during checkout, therefore please enter your code in the assigned field. The balance of your gift card will be deducted automatically.
SIZES & AVAILABILITY
What size should I order?
We offer detailed product descriptions to ensure the perfect fit. If you need further assistance, please do not hesitate to contact our customer service team, we are happy to be here for you: firstname.lastname@example.org
Can I get a notification when items are back in stock?
Please click the ‘Notify me’ button on the product page of the item of your choice, enter your e-mail address, and we will inform you immediately as soon as the item is back in stock.
Which countries do you deliver to?
We deliver worldwide.
How much will shipping be?
You can find detailed shipping information here.
When do I get my shipping confirmation?
As soon as your parcel has left the warehouse we will send you an e-mail with a tracking number that you can use to track your order. If you have not received an e-mail notification, please check your spam folder or contact our customer service team at email@example.com
What if my parcel has been returned to sender?
If your parcel has been returned to our warehouse, you will automatically be refunded within 7 working days. Unfortunately, the parcel cannot be re-sent to you.
I haven’t received my parcel. What can I do?
In the event of a lost package please contact our customer service team at firstname.lastname@example.org