We are always happy to help in case you have questions. But you might be lucky to find the answer(s) you need in our Frequently Asked Questions (FAQ) below.
CAN'T FIND AN ANSWER TO YOUR QUESTION?
You are always welcome to contact us at firstname.lastname@example.org.
We deliver in 4-6 business days after you have placed your order with us.
During holiday or promotional periods (such as Black Friday and Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to significant increases in order volume.
Please check your e-mail spam filter first. In case you don't find your order confirmation here, there is a risk that your order hasn't been properly registered. Please contact our customer service to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.
Otherwise please proceed as follows:
1. Download your return label
Please use the return label enclosed in the parcel or download a new here. Also fill in and return the returns slip.
2. Prepare the package
Pack the item(s) carefully and enclose the complete return slip. Place the printed label on the parcel. Make sure it is clearly visible and that address and barcodes are not covered. If you have several returns, these should be sent separately as refunds cannot be combined.
3. Return your package
Drop of the package at your nearest post office and send it to the address provided on the printed label. You will not have to pay postage for this parcel. Remember to obtain and keep a receipt for delivery of the parcel.
Unfortunately, it is not possible to place an order on an item with a reduced price if the offer has expired. Instead, we recommend that your order the item in both sizes if you're about which one fits you the best and wants to make use of the discount. Afterward, you can always make use of your return rights.
Once your return has been registered in our warehouse, we will process your return and refund your money as quickly as possible. Please note that it can take up to 14 days from the time we receive your package until your money is refunded to your account.
The refunded amount will always be transferred to the same payment card used for the purchase. You will receive an email as soon as your return has been processed. How long it takes for your account to be credited depends on your bank and what payment method you used when ordering. Note that refunds to Mastercard credit card take longer, often up to current month + the next month until your refund is visible on your bank statement.
Please try another browser - preferably Google Chrome, Safari or Mozilla Firefox. If this doesn't help, there might be a technical error and we would love to hear from you in order for us to solve the problem and help you complete your order.
Discount codes and gift cards
Please note that the discount codes are case sensitive and no spacing must be used. If you have received a discount code by e-mail, we recommend you to copy-paste this into the discount code field to avoid typing errors and similar.
Moreover, there may be particular conditions and/or requirements set for your discount code. Check to see if the discount code can be used with the items that you have in your basket. The conditions will be set out in the e-mail you received containing the discount code.
If you are still experiencing problems, please feel free to contact our customer service.