FAQ
Order
How do I place an order online?
Pick an item, choose a size and click “add to basket”. To complete the order, go to your basket, where you can make changes and add delivery addresses and payment methods. Once your payment has been received your order will be dispatched.
Do I need to set up an account to place an order?
Yes, this is easily done during the order process. Once your order is placed, you will be able to review your orders.
I've forgotten my password. What should I do?
A new password can be generated and sent to your e-mail address by clicking the button "Forgot your password" link next to the login field.
Can I place an order by phone or through my smartphone/tablet?
While it isn't possible to order by phone, we are happy to help if you are having problems during the order process.
Of couse you can place your order online via a smartphone or tablet. Simply visit our webshop with any browser.
Our website is optimised for smartphones and tablets.
Do you have a minimum order?
No, we do not!
How can I track my order?
All orders can be tracked DHL tracking code. Please contact us if you did not automatically receive a tracking code by mail.
Can I change or cancel my order onced I've placed it?
It is possible to change or cancel your order as long as it has not been processed. Please call us or send us an email so that we can take care of it for you.
How do I know when specific items will be restocked again?
Sold-out items that will be restocked have a field where you can enter your email to be notified upon restock.
Where can I enter my voucher code?
You can enter voucher codes during the order process in the field marked “voucher”. The discount will be automatically subtracted from the total.
Payment
Which payment methods do you accept?
We prefer PayPal, where you can make online payments easily and safely. You may also pay using wire transfers or using any major credit card (except AmEx).
How safe are my credit card details and personal infomation?
Of course, your credit card details and personal infomation are protected.
When and how do I receive the invoice?
You'll receive your invoice via e-mail immediately after having ordered.
Can I get an invoice in the name of my company?
You can add the name and address of your company upon registration.
How will taxes be shown on my invoice?
Taxes will be shown separately on your invoice.
Is it possible to order tax-free?
We do offer VAT deduction for customers ordering outside the EU. However, this process is complicated and time-consuming, so we charge a fee of 5% in place of the 19% German VAT. If you wish to make a VAT-free purchase please contact us beforehand.
Will I get a confirmation when you receive my money?
If you choose to pay via PayPal or credit card, the confirmation will be shown directly in your browser.
When will my credit card be charged?
As soon as the order is ready for shipping, your credit card will be charged with the total amount.
Can I choose in which currency I would like to pay?
Payment is only possible in euros.
Delivery
What is your parcel service partner?
Our parcel service for national and international orders is DHL'S GoGreen environmental protection programme.
Can I have my order delivered to a DHL Packstion or Hermes Paketshop?
We offer delivery to to a DHL Packstation. Unfortunately we do not deliver to Hermes Paketshops.
Can I have my order delivered to another address than my invoice address?
Yes, all you need to do is fill out the delivery address form.
How much are shipping costs?
- Shipping costs within Germany are 4,90€. Above 100€ they are free of charge.
- Shipping costs within the EU and Switzerland are 12€. Above 250€ they are free of charge.
- Shipping costs for deliveries to the USA and Canada, Great Britian, Australia, New Zealand and Norway are 50€.
- Shipping costs worldwide are 30€.
Is my parcel insured?
All parcels that are shipped with DHL are automatically insured up to a total value of 500€. For higher value items, we might ask you to cover the cost of an insurance. We will contact you in this case.
In which countries do you deliver?
We deliver worldwide.
How long does delivery take?
Delivery takes 3-5 days within Europe, international shipping usually takes 15 days or less.
Is there an express option?
Yes, but only on domestic orders within Germany. Orders placed between Monday and Thursday by 3 PM are eligible for express delivery and are usually delivered the very next day.
Unfortunately, we are not able to account for delays on the part of DHL or force majeure. Should your express order be delayed, your shipping costs will be refunded.
The cost for express delivery is €14.90 and is independent of weight and measurements.
Can I track the delivery of my order?
When your order is sent, you'll receive a tracking code from DHL, with which you can follow its progress.
Return and refund
What if I want to make a return?
If you want to return an item, please make sure it is in its original condition, including all tags and send us an e-mail with your order number. We will send you a link to a printable returns label. Place it on the package and bring it to the nearest DHL store.
How long can I return items?
You can return items within 14 days of receiveing your order.
Do I have to pay for return shipping?
Returns in Germany are free.
How much do I have to pay for returns from outside Germany?
International shipping fees vary from country to country. Please check for fees at your local post office and note that returns should be sent insured.
Where can I drop off the return?
You can drop off your return at all DHL stations or at a DHL Packstation.
How do you refund my money?
As soon as we've received and checked your return, we refund the payment via the method you chose for your order.
Can I return an item for an exchange instead of a refund?
Unfortunately it is not possible to return an item for an exchange. As soon as we've received and checked your return, we will refund your payment and you can place a new order.
Care instructions and quality
How can I tell if the items run small or large?
If items has an irregular fit, you'll see it noted in the article description. If you are not sure about sizing, we are happy to help you. Please send us an e-mail.
Why do you have no measurements for the products?
If you would like to have the measurements for one of our products, please send us an e-mail. We are happy to measure it and help you with the right size.
Do you offer repairs?
Currently we do not offer a repairs service.
How much will these clothes shrink?
The rate of shrinkage differs from product to product. Please consult our care and washing instructions.
What do I need to know about unwashed jeans?
Please consult our care and washing instructions for unwashed jeans here.
What is the difference between shrink-to-fit, pre-shrunk and sanforised jeans?
Here we explain the difference.
What do I need to know about indigo-dyed products?
Please consult our care and washing instructions for indigo dyed products here.