Frequently asked questions
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Support hours: Monday-Friday, 9.00-15.00 CET
Order
Can I change or cancel my order?
Can I change or cancel my order?
Once your order has been shipped, unfortunately, it cannot be changed.
If your order has not yet been shipped, there may be a possibility to modify it — however, we cannot guarantee this. Please contact us as soon as possible, and we’ll do our best to assist you.
I didn’t receive an order confirmation – what should I do?
I didn’t receive an order confirmation – what should I do?
If you haven’t received an order confirmation, please first check your spam or junk folder. If it’s not there, it’s possible that the email address was entered incorrectly or the order didn’t go through.
Feel free to contact us with your full name and any details you have about the order, and we’ll be happy to assist you.
Payment
What payment methods do you accept?
What payment methods do you accept?
Payment methods may vary depending on the market. In general, we accept all major credit and debit cards such as Visa, Mastercard, and American Express, as well as Klarna. Local payment options may also be available in certain regions.
Why was my payment declined?
Why was my payment declined?
There are a few common reasons why a payment might not go through. It could be due to insufficient funds, incorrect billing details, or your bank blocking the transaction for security reasons. Sometimes, the payment method may not be supported in your region.
If this happens, we recommend checking with your bank or card provider first. You’re also welcome to reach out to us — we’re here to help and will do our best to assist you.
How do I use a discount code?
How do I use a discount code?
You can enter your discount code at checkout. Just type it into the field marked “Discount code” and click apply. If the code is valid, the discount will be reflected in your total. If you run into any issues, feel free to reach out — we’re happy to help.
Shipping
How long does delivery take?
How long does delivery take?
We ship orders every weekday, Monday to Friday. During campaign periods or seasonal peaks, processing may take a little longer. Once your order has left our warehouse, delivery usually takes 1–3 working days depending on the carrier.
What are the shipping costs?
What are the shipping costs?
Shipping is free on orders over 40 €. For orders under 40 €, a flat shipping fee of 4.90 € applies.
Can I track my order?
Can I track my order?
Yes! As soon as your order ships, you’ll receive a tracking link via email.
Returns & claims
How do I return an item?
How do I return an item?
Just head to our returns portal and follow the steps. Make sure the item is unused and in original condition.
Please note that if you wish to return a product purchased from one of our retailers, we kindly ask you to contact the retailer directly for the return process.
How long do I have to return something?
How long do I have to return something?
You have 30 days from the delivery date to return your item.
Do I have to pay for return shipping?
Do I have to pay for return shipping?
No — we offer free returns. Our return rate is very low, so when it does happen, we want to make it easy for you. To start a return, simply log in here and submit a request. We’ll take care of the rest.
How do I make a claim?
How do I make a claim?
If you need to make a claim for a product, please use our return and claim portal to register your case and follow the instructions.
Please note that if you purchased the product from one of our retailers, the claim must be made directly with the retailer.
Can I exchange an item for a different size or color?
Can I exchange an item for a different size or color?
Absolutely! Exchanges are free and easy – just use our returns portal to request a new size or color.
When will I receive my refund?
When will I receive my refund?
Once we’ve received and processed your return, we’ll issue your refund. This usually takes a few working days, depending on your payment provider. We’ll keep you updated along the way — and of course, you’re welcome to reach out if you have any questions.
Customer Service
How can I contact you?
How can I contact you?
You can reach us via email.
How quickly will I get a response?
How quickly will I get a response?
We usually reply within 24 hours on business days.