We know from experience that buying products online can be a doubtful process due to uncertainty about the ordering process, or even a general lack of information about the products themselves. That’s why we want you to be 100% informed about our products and procedures before your purchase.
You have questions or a problem?
The following FAQ definitely answer a lot of questions in advance.
If you cannot find a solution here, please fill out the Online Service Form, so we can help you as soon as possible.
I want to cancel and return my purchase
We have a 30-day return policy, which means you have 30 days to return an item from the date of purchase. To be eligible for a return, the item must be unworn or unused, with tags, and in its original packaging.
You will be responsible for paying the return shipping fees.
Learn more on our Return Policy documentation.
When will my order arrive?
It will take approximately 4-20 workdays from the time you make your order until the day your product arrives. The duration of shipping depends on where exactly you live in the world.
Due to the high demand for some particular items, some of our products aren’t in stock and as a result, they will be shipped at a later date.
If you have already made an order, please note the delivery date in your order confirmation. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.
In the case that a deliverable item is urgently required (e.g. as a present), please contact us using our Online Service Form, and we’ll get started with a partial shipment.
How and where can I check the status of my order?
Here you can check the status of your order without signing in and without the need to have a customer account.
As soon as your order has been packed and is ready for shipping, you will receive an email with a shipping confirmation.
My coupon doesn’t work?
- Please make sure your Coupon is valid, some coupon codes may have time and usage limits.
- Please make sure your coupon code is obtained from official sources, including the official store, Fackbook, Tiktok, etc. We do not guarantee that other unofficial information are genuine and valid.
- It may also be important to check whether you are entering the number 0 or the letter O, and generally that the details have been entered correctly.
How does the order process work?
You can easily order our products in our online shop and, once your order is completed, you will receive a confirmation via email.
In case you didn’t receive an email confirmation, it could be due to one of the following reasons:
- Perhaps you typed in the wrong email address?
- Perhaps our confirmation landed in the spam folder of your email address?
- The order hasn’t been successfully completed. Please check your user account to see if your order has been entered into our system. In the case that it hasn’t, try making your order again.
Can I change my order afterwards?
We’ve set things up so that your order will be processed and shipped within a very brief window of time. In this way, we can guarantee fast delivery times, but are unable to make any retrospective changes once your order has been confirmed by emails.
How does it work with shipping?
We ship worldwide – our shipping is generally free of cost. After placing your order you will receive an email with an order confirmation from us, and when shipping commences you will receive a shipping confirmation email as well as an additional email with your tracking number. Our products are sent using the DHL, UPS, or FedEx etc, so that your order arrives quickly and easily within 4-20 workdays once payment has been processed.
Exception: Pre-ordering – the respective shipping date can be looked upon your order confirmation as well as on our website. If your order contains several items, for the sake of the environment, we usually send all items together as soon as they are in stock.
The shipment status hasn’t changed, what can I do?
Please kindly wait – we know how annoying it can be when problems or delays occur during shipping.
In case the status of your package hasn’t changed for a few days, feel free to contact us via our Online Service Form. We can then start investigating with our shipping partner for you.
When will my order arrive?
It will take approximately 4-20 workdays from the time you make your order until the day your product arrives. The duration of shipping depends on where exactly you live in the world.
Due to the high demand for some particular items, some of our products aren’t in stock and as a result, they will be shipped at a later date.
If you have already made an order, please note the delivery date in your order confirmation. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.
In the case that a deliverable item is urgently required (e.g. as a present), please contact us using our Online Service Form, and we’ll get started with a partial shipment.
My package has arrived and is empty or damaged – what now?
Our sincerest apologies that your item has arrived damaged or empty. Please do the following:
Please inspect your order upon receipt and inform us within 3 days if the item is faulty, damaged, or if you received the incorrect item so that we can evaluate the problem and fix it.
Register the damage promptly with the respective delivery service.
Fill out our Service Email and send us photos from all sides of the package as well as its contents so that we can help you as quickly as possible.