1 - When can I expect to hear from you back? We are currently based in Berlin, Europe, GMT+1, and we work from 12H - 17H, Tuesdays through Fridays. Your emails are our priority, so a reply to your email will be sent during our working time.
2 - How can I pay? We accept Maestro, Visa, Mastercard, PayPal, Sofort, Apple Pay, Google Pay, and Klarna.
3 - Can I change my order after it has been placed?
4 - Can I add an item to my order? Unfortunately, we cannot add an item to an existing order. A new order should be placed for an additional item. Combined shipping is possible at your request, so be sure to inform us about that after you place another order.
5 - Do you offer discounts? All discounts are advertised on the website and our Instagram account.
6 - Is it possible to cancel my order?
7 - Do I have to pay any extra fees? The price listed does not include a VAT of 21% applied to orders placed from EU countries. The VAT and shipping fees are charged at the checkout.
8 - Will I have to pay any customs taxes? Customs or import taxes are applied only in countries outside the EU. We are not responsible for those taxes and have no control over them. For more information on when taxes are applied, consult your customs authorities or other reliable sources.
9 - Do you offer wholesale? We are happy that you are interested in wholesale. We can accept bulk orders periodically, so feel free to get in touch to enquire about our current capacity.
SHIPPING AND TRACKING
10 - Am I able to get a tracking number when my order has been dispatched? Yes, you surely can. A tracking number is given to each package we dispatch so the travel of the package can be monitored. The tracking number is sent to your email when the order is fulfilled and dispatched from our studio.
11 - Can I change my order or address after completing the order? If you notice an error in your shipping address please send us an email at email@example.com as soon as possible. If the order is already shipped we can’t modify it ourselves. Orders that are returned because of an invalid address will incur a shipping charge if they are re-shipped.
12 - How long does it take to receive my order? We are shipping our Berlin, Germany and within the country it can take 2 to 5 working days after you have received the shipping notification. Shipments to other countries may take considerably longer.
RETURNS AND REFUNDS
13 - How can I return the item I just received? Send us an email at firstname.lastname@example.org for further return questions. Your items must be delivered at our office fourteen (14) days after the delivery date of your items.
14 - Do I have to pay for return shipping? Orders from Germany qualify for free return labels. On orders from other countries, you are welcome to send us the return through your own method. You will be responsible for paying for your own shipping costs for returning your item.
15 - Do you offer refunds? Yes, we do offer refunds for items in the standard cut and original condition. The express shipping fee is not refundable. A refund is possible only if the return procedure is followed correctly.
16 - When will I receive my refund? Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within five (5) to ten (10) working days. Please be aware that only regular priced items may be refunded, unfortunately sale items cannot be refunded.
17 - Do you offer exchanges? No we don't. You have to return the original order back to us to allow for a refund and you have to order again the new item. The same conditions as in number 14 apply.