Frequently Asked Questions

Placing an order is easy:

• Browse our products and add items to your cart
• Click on the shopping cart icon to review your order
• Proceed to checkout and enter your shipping information
• Select your payment method and complete the purchase
• You'll receive an order confirmation email within a few minutes

Your payment may require3D Secure authentication(a security code sent via SMS/app) to comply with EU payment regulations (PSD2).

You can modify or cancel your orderbefore it ships. Please contact us immediately at [email protected] with your order number.

Once shipped, you cannot cancel, but you can use our return policy:

• EU/EEA/UK customers:14-day right of withdrawal
• International customers:30-45 day return window (varies by region)

Once your order ships, you'll receive a tracking number via email. You can track your package by:

• Clicking the tracking link in your shipping confirmation email
• Logging into your account and viewing "Order History"
• Visiting the carrier's website directly with your tracking number
• Contacting customer service at [email protected] for tracking assistance

If you haven't received your order confirmation:

• Check your spam/junk folder
• Verify the email address in your account settings
• Check your account order history on our website
• Wait 30 minutes - sometimes emails are delayed
• Contact us at [email protected] with your order details

Currently, each order can only be shipped to one address. If you need to ship to multiple locations, please place separate orders for each delivery address.

Good news:If each order qualifies for free shipping (€50+ for EU customers), there's no additional shipping cost.

Orders are typically processed within1-3 business days(Monday-Friday, excluding holidays):

• Orders before 2:00 PM CET:Usually processed same or next business day
• Orders after 2:00 PM CET:Processed next business day
• Weekend/holiday orders:Processed on next business day
• Peak seasons:May take up to 3 business days

You'll receive a shipping confirmation email once your order is dispatched.

Yes! Log into your account and go to "Order History" to view:

• All your past orders
• Order details and status
• Tracking information
• Download invoices
• Initiate returns

Yes! For bulk orders or business purchases:

• Contact our sales team at [email protected]
• Provide details about quantities and products
• We offer special B2B pricing and payment terms (invoice payment with net 30 days)
• Dedicated account manager for wholesale customers

If an item is out of stock:

• Sign up for restock notifications on the product page
• We'll email you when the item becomes available
• Most items are restocked regularly
• Seasonal or limited edition items may not be restocked

Pre-orders may be available for some temporarily out-of-stock items.

Unfortunately, we cannot add items to an order that's already been placed. Please place a new order for additional items.

Tip:If both orders qualify for free shipping (€50+ for EU), each will ship at no additional cost. Contact us within 1 hour of your first order to potentially combine shipping.

Contact us immediately at [email protected] if you:

• Entered the wrong shipping address
• Selected the wrong size or color
• Ordered the wrong quantity
• Need to modify any order details

We can make changes if your order hasn't shipped yet. Once shipped, you'll need to use our return/exchange process.

We ship worldwide across 7 shipping zones:

• Zone 1 (EU):All 27 EU member states including Germany, France, Italy, Spain, Netherlands, Belgium, Austria, Poland, and more
• Zone 2 (EEA & CH):Norway, Iceland, Liechtenstein, Switzerland
• Zone 3 (UK):United Kingdom (England, Scotland, Wales, Northern Ireland)
• Zone 4 (North America):USA, Canada, Mexico
• Zone 5 (Asia-Pacific):Japan, Australia, New Zealand, Singapore, South Korea, Hong Kong, Taiwan, Thailand, Malaysia, Philippines, Indonesia, Vietnam, India
• Zone 6 (Middle East & Africa):UAE, Saudi Arabia, Qatar, Israel, Turkey, South Africa, Egypt
• Zone 7 (Latin America & Caribbean):Brazil, Argentina, Chile, Colombia, Peru, Costa Rica

If your country isn't listed, contact us at [email protected] to inquire about availability. Some products may have shipping restrictions to certain countries.

Delivery times vary by shipping zone (from shipping date, not order date). Add 1-3 business days for order processing:

• Zone 1 (EU):3-7 business days (standard), 1-3 days (express)
• Zone 2 (EEA & CH):5-10 business days (standard), 2-4 days (express)
• Zone 3 (UK):5-12 business days (standard), 2-5 days (express)
• Zone 4 (North America):7-15 business days (standard), 3-7 days (express)
• Zone 5 (Asia-Pacific):10-20 business days (standard), 5-10 days (express)
• Zone 6 (Middle East/Africa):12-25 business days (standard), 7-14 days (express)
• Zone 7 (Latin America):15-30 business days (standard), 7-15 days (express)

Shipping rates by zone:

• Zone 1 (EU):€4.95 standard (FREE over €50) / €12.95 express (€9.95 over €50)
• Zone 2 (EEA & CH):€7.95 standard (€3.95 over €50) / €16.95 express (€14.95 over €50)
• Zone 3 (UK):€9.95 standard / €19.95 express
• Zone 4 (North America):€15.95 standard / €35.95 express
• Zone 5 (Asia-Pacific):€19.95 standard / €45.95 express
• Zone 6 (Middle East & Africa):€22.95 standard / €49.95 express
• Zone 7 (Latin America):€24.95 standard / €54.95 express

Final costs are calculated at checkout based on your delivery zone, order weight, and shipping method. Express shipping subject to availability in your area.

Standard processing:Orders placed before 2:00 PM CET on business days typically ship within 1-2 business days.

Peak seasons(Black Friday, holidays, sales): Processing may take up to 3 business days.

You'll receive a shipping confirmation email with tracking information once your order is dispatched.

We work with trusted carriers based on your location:

• EU:DHL, DPD, GLS, National Postal Services
• UK:Royal Mail, DPD UK, Hermes
• USA/Canada:USPS, FedEx, UPS, Canada Post
• International:DHL Express, FedEx International, UPS Worldwide

The carrier is automatically selected based on your location and shipping method at checkout. All shipments include tracking.

Zone 1 (EU):✓ No additional charges- VAT is included in all displayed prices.

Zone 2 (EEA, Switzerland):Most orders under €150 are duty-free, but local VAT may apply. The carrier will collect this upon delivery.

Zone 3 (UK):Import VAT may apply depending on order value. Carriers will collect fees upon delivery. Brexit-related procedures apply.

Zones 4-7 (Rest of World):You are responsible for all import duties, taxes, and customs clearance fees charged by your country. These vary by country and order value.

How to minimize customs delays:

• Respond promptly to any carrier or customs inquiries
• Keep your phone accessible for delivery notifications
• Have payment method ready for customs fees
• Check your country's customs thresholds before ordering

Before shipment:Contact us immediately at [email protected] with your order number and correct address. We'll update it if possible. You can also request to upgrade from standard to express shipping at this time.

At checkout:You can choose between standard and express shipping options directly on the checkout page before completing your order. Select your preferred delivery speed based on the estimated delivery times shown.

After shipment:Contact the carrier directly using your tracking number to request delivery redirection. Most carriers charge €5-15 for this service. Shipping speed cannot be changed once the package is dispatched.

If you miss a delivery:

• The carrier will leave a notice with pickup instructions
• EU/EEA:Packages held at local pickup point (post office, parcel shop) for 7-14 days
• International:Packages held at carrier facility for 5-10 business days
• Use your tracking number to schedule redelivery or arrange pickup
• Contact the carrier directly for specific instructions

If your order hasn't arrived within the estimated delivery time:

1. Check your tracking information for the latest updates
2. Wait 3-5 additional business days beyond the estimate (international: 7-10 days)
3. Check if you missed a delivery attempt (carrier notice, tracking status)
4. For international orders, check if customs is holding your package
5. Contact us at [email protected] if still not delivered after the grace period

We'll investigate with the carrier and provide an update within 2 business days. Common delay causes: customs clearance, weather, peak season volumes.

If tracking shows delivered but you haven't received your package:

1. Check all possible delivery locations (front/back door, garage, mailroom, neighbors)
2. Ask neighbors and building management
3. Verify the delivery address on your order confirmation
4. Contact the carrier using your tracking number for delivery proof (signature, photo)
5. Report to us within 7 daysat [email protected] with your order number

After investigating with the carrier, we'll send a replacement or process a full refund if the package cannot be located.

Correct procedure for damaged packages:

1. Accept the delivery(refusing complicates insurance claims)
2. Note the damage on the delivery receipt/proof of delivery
3. Take clear photos of the damaged outer packaging
4. Open carefully and photograph any damaged contents
5. Keep ALL packaging materials (box, padding, labels)
6. Contact us within 48 hoursat [email protected] with photos, order number, and description

We'll arrange immediate replacement or full refund. For damaged shipments, we cover all return costs and shipping for the replacement.

P.O. Boxes:Available for standard shipping in most Zone 1-2 countries. If available for your location, you'll see this option during checkout. Express shipping cannot be sent to P.O. Boxes.

Military addresses (APO/FPO/DPO):Yes, we ship to US military addresses. Select "United States" as your country and enter your APO/FPO/DPO address. Delivery typically takes 10-20 business days via USPS.

Recommendation:Use a physical street address when possible for faster delivery and more carrier options.

Tracking updates can be delayed for several legitimate reasons:

• First 24-48 hours:Tracking information takes time to become active in carrier systems
• In transit:Packages may not be scanned at every facility, creating gaps in tracking
• Customs clearance:International packages may show no updates for 3-7 days (sometimes 10 days) while clearing customs - this is normal
• Final delivery:Local delivery services may not update tracking until delivery completion
• Weekend/holiday transit:No scans during non-business days

Contact us at [email protected] only if there are no updates for more than 5 business days (or 10 days for international orders).

Standard shipping:Signature not required for orders under €200. Carriers may leave packages in safe locations.

Express shipping:Signature usually required for delivery.

High-value orders:Orders over €200 automatically require signature for security.

If you prefer signature confirmation for any order, add a note during checkout or contact us before shipment. Additional fees may apply (typically €2-5).

Sometimes orders ship in multiple packages if:

• Items are located in different warehouses
• Items have different availability dates
• Item sizes/weights require separate packaging
• Some items qualify for express shipping while others don't

Customs clearance is normal for international orders:

• Routine clearance:Most packages clear in 1-5 business days without issues
• Payment required:If duties/taxes are owed, customs or carrier will contact you for payment
• Additional information:Customs may request proof of purchase or product details - contact us for assistance at [email protected]
• Held packages:Pay required fees promptly to avoid return to sender
• Extended holds:Some countries may hold packages for random inspection (7-14 days)

Tracking will show "Customs clearance" or similar status. This is normal. Contact us if held for more than 7 business days.

Before shipment:Contact us immediately at [email protected] (ideally within 1 hour of order placement) to request upgrade to express shipping. We'll provide the price difference and upgrade if possible.

After shipment:Shipping speed cannot be changed. However, you can sometimes arrange expedited delivery directly with the carrier using your tracking number (carrier fees apply).

We use eco-friendly, recyclable packaging for all orders. Gift wrapping is not currently available, but you can:

• Include a gift message in the order notes during checkout (printed on packing slip)
• Request to exclude prices from the packing slip (note "GIFT - no prices" at checkout)
• Ship directly to the recipient with your personal message

All invoices are sent only to the billing email address, never included in gift packages.

We're committed to sustainable shipping:

• All packaging materials are recyclable and made from recycled content
• We use minimal packaging to reduce waste and shipping weight
• We consolidate orders to reduce the number of shipments
• Many carriers offer carbon-neutral options, which we utilize when available
• No plastic packaging materials - paper and cardboard only

Carbon-neutral shipping may be offered as a checkout option in the future.

We accept a wide range of payment methods to accommodate customers worldwide:

• Credit/Debit Cards:Visa, MasterCard, American Express, Discover, JCB, Maestro
• Digital Wallets:Apple Pay, PayPal, Google Pay, Amazon Pay
• Buy Now, Pay Later:Klarna - flexible payment plans with 0% interest options
• European Local Methods:
  • Netherlands: iDeal
  • Germany: girocard, Sofort
  • Belgium: Bancontact
  • Poland: BLIK
  • Portugal: Multibanco, MB WAY
  • Switzerland: TWINT
  • Nordic Countries: MobilePay, Vipps
  • France: Lydia
  • Austria: eps
• Bank Transfers:SEPA transfers (EU), wire transfers, ACH (US)
• Asia-Pacific:Alipay and regional payment systems

Payment method availability varies by location and order amount. Available options will be displayed at checkout.

Yes! Your payment security is our top priority:

• PCI DSS compliantpayment processing - the highest security standard
• 256-bit SSL encryption- military-grade encryption for all transactions
• 3D Secure 2.0 authentication- required by EU PSD2 regulations for added security
• Tokenization- we never store your complete card details on our servers
• Regular security audits- third-party verified security measures
• Fraud detection- real-time transaction monitoring

All payment data is processed through certified, secure payment gateways (Stripe, PayPal, Adyen).

3D Secure (also called "Strong Customer Authentication" or SCA)is a security measure required by EU law (PSD2) to protect you from fraud.

How it works:

• During checkout, you'll be asked to verify your identity
• This may involve: SMS code, banking app notification, biometric scan (fingerprint/face), or security question
• The verification is done by your bank, not by us
• Takes only a few seconds to complete

Why it's required:EU Payment Services Directive 2 (PSD2) mandates this extra security layer for online card payments to prevent unauthorized transactions.

Common reasons for payment failure:

• Insufficient funds- Check your account balance
• Incorrect card details- Verify card number, expiry date, CVV
• Card expired or blocked- Contact your bank
• 3D Secure authentication failed- Try again or contact your bank
• Bank declined the transaction- Banks may block international or online purchases - call them
• Daily/monthly spending limit reached- Check with your bank
• International transaction restrictions- Some banks block foreign purchases
• Address mismatch- Billing address must match your bank records

What to do:

1. Verify all payment information is correct
2. Try a different payment method
3. Contact your bank/card issuer - they can tell you the specific reason
4. Contact us at [email protected] if problems persist

Payment timing depends on your payment method:

• Credit/Debit Cards & Digital Wallets:Charged immediately upon order confirmation
• Bank Transfer Methods:Charged when we receive confirmation of successful transfer (1-3 business days)
• Klarna (Buy Now, Pay Later):Charged according to your chosen Klarna payment plan (pay in 30 days, installments, etc.)

You may see a temporary authorization hold before the final charge is processed. This is normal and will convert to the actual charge within 1-2 business days.

Currently, we only accept one primary payment method per order. However, you can combine:

• Gift cards/vouchers + any payment method- Gift card credit applied first, remaining balance charged to card/wallet
• Promotional codes + any payment method- Discount applied before payment

You cannot split payment between two credit cards or combine card + PayPal for a single order.

Note:Your bank or payment provider may charge their own fees:

• Foreign transaction fees (for international orders)
• Currency conversion fees
• Cash advance fees (for certain payment types)

These fees are charged by your bank, not by us. Check with your financial institution for their fee schedule.

Yes! You can securely save payment methods to your account for faster checkout:

• We usetokenization- your actual card details are never stored on our servers
• Only the last 4 digits and card type are visible in your account
• CVV codes are never saved (you'll need to enter it each time)
• You can delete saved payment methods anytime from account settings
• Saved methods are protected by your account password

This is completely optional - you can checkout as a guest without saving any information.

Promo codes must be entered during checkout and cannot be applied retroactively.

If you just placed your order:Contact us at [email protected] immediately (within 1 hour). We may be able to apply the discount before shipping, but we cannot guarantee this.

If your order has already shipped:Unfortunately, we cannot apply discounts to completed orders.

Tip:Save your promo code and place a new order if you haven't been charged yet, then cancel the first order.

To redeem a gift card:

1. Add items to your cart and proceed to checkout
2. Look for "Gift Card" or "Promo Code" field
3. Enter your gift card code and click "Apply"
4. Gift card balance will be deducted from your order total
5. If order total exceeds gift card value, pay the difference with another method
6. Any remaining balance stays on your gift card for future use

Check your balance:Log into your account or contact [email protected]

Note:Gift cards cannot be redeemed for cash except where required by law.

An invoice is automatically sent to your email after order confirmation. You can also:

• Download invoices from your account order history
• Request a duplicate invoice at [email protected]

For business/VAT invoices:Enter your company details and VAT number during checkout. If you forgot, contact [email protected] with:

• Order number
• Company name and address
• VAT/Tax ID number

We'll issue a proper VAT invoice for business customers.

Charges will appear as one of the following on your bank statement:

• "Qimssdk"or our company name
• "Stripe"or"PayPal"- if you used these payment processors
• Your order number may also appear for reference

If you see a charge you don't recognize, check your order history first. If still concerned, contact [email protected] or your bank.

All prices are displayed inEuros (€)by default. For customers outside the Eurozone:

• Prices may be shown in your local currency for reference
• Your bank/card will handle currency conversion
• Exchange rates are set by your bank, not by us
• Your bank may charge currency conversion fees (typically 1-3%)

The final amount charged to your account depends on your bank's exchange rate at the time of processing.

No, we do not offer cash on delivery. All orders must be paid online at checkout using one of our accepted payment methods.

If you don't have a credit/debit card, consider using:

• PayPal- Link your bank account
• Bank transfer- Available for some regions
• Local payment methods- Many countries have bank-direct payment options

If you see a charge you don't recognize:

1. Check your order history - family members may have used your card
2. Check the merchant name - it may appear as "Qimssdk", "Stripe", or "PayPal"
3. Look for order confirmation emails in your inbox/spam
4. Contact us immediatelyat [email protected] - we can investigate quickly

If you initiate a chargeback without contacting us first:

• Your account may be suspended
• Resolution will take much longer
• You may be liable for costs if the charge was legitimate

Most "unauthorized" charges turn out to be forgotten orders or subscriptions - we can resolve these quickly if you contact us first.

Your return rights depend on your location and applicable consumer protection laws:

All Customers:2-year warranty for defective products under applicable law.

How it works:

1. Contact us at [email protected] and specify what you want instead
2. We ship your replacement immediately- no need to wait for us to receive your return!
3. We'll send you a prepaid return label
4. Ship back the original item within 14 days
5. If there's a price difference, pay/receive refund for the difference

Exchange delivery times:

• EU:3-7 business days
• UK, EEA, Switzerland:5-12 business days
• North America:7-15 business days
• Asia-Pacific, Other International:10-30 business days

Note:Fast Exchange is available for same-product size/color swaps. Different products follow the standard return-and-reorder process.

5-Step Return Process:

1. Notify us:Contact [email protected] or use the returns portal in your account (within your return period)
2. Get instructions:We'll provide return authorization, address, and instructions. For defective items, we'll send a prepaid label.
3. Pack the item:Use original packaging if possible. Include all accessories, tags, manuals, and documentation. Items must be unused and in resalable condition.
4. Ship the return:Send within 14 days of notification. Use tracked shipping and save your tracking number. Write "RETURN - Order Number: [your order number]" on the package.
5. Receive refund:Refund processed within 14 days of receiving your return (EU requirement). Money returned to original payment method.

Return shipping costs depend on the reason for your return:

You pay return shipping if:

• Changed your mind / don't need the item
• Ordered wrong size/color
• Changed your mind about the product

Typical costs: EU €5-15 | International €20-40 (varies by destination)

Tip:Use tracked shipping for all returns to prevent loss. We cannot process refunds for untracked returns that go missing.

Refund processing:Within 14 days of receiving your return (EU legal requirement).

Time to see refund in your account:

• Credit/Debit Cards:5-10 business days after refund (EU/UK), up to 15 days (international)
• PayPal:3-5 business days
• Bank Transfer:3-10 business days depending on location
• Digital Wallets:2-7 business days depending on provider and region
• Klarna:Processed according to your payment schedule

What gets refunded:

• ✓ Product price (minus any diminished value if applicable)
• ✓ Original standard shipping cost (EU/UK customers - full order returns only)
• ✗ Express/premium delivery (only standard cost refunded, unless item was defective)
• ✗ Return shipping cost (unless we're at fault)
• ✗ Customs duties for international orders (paid to government, not refundable by us)

The following items are excluded from the right of withdrawal under EU law and cannot be returned for a refund:

• Hygiene products- Unsealed items that cannot be returned for health/hygiene reasons (underwear, cosmetics, earrings)
• Personalized/custom-made items- Products made to your specifications
• Perishable goods- Items with short shelf life
• Sealed audio/video/software- If the seal has been broken
• Items clearly marked as non-returnable- Will be indicated on product page

Note:These restrictions don't apply if the item is defective - all defective products can be returned regardless of type.

Items should be returned in original packaging when possible, butit's not mandatoryunder EU consumer law.

Requirements:

• Items must be unused, unworn, and in resalable condition
• All tags and labels should be attached
• Include all accessories and documentation
• Original packaging preferred but not required

What's acceptable:Opening package, trying on clothes, testing product functionality

What's not acceptable:Wearing items outdoors, using products extensively, removing security tags, washing items

Yes! You can return individual items from a multi-item order. You'll receive a refund for the returned items only.

Shipping cost considerations:

• EU customers:Standard shipping costs are not refunded for partial returns
• Full order returns:Standard shipping cost is refunded (EU/UK)
• Defective items:Proportional shipping refund may apply

We sincerely apologize for the error! Contact us immediately at [email protected] with:

• Order number
• Photos of the item you received
• Description of what you ordered vs. what you received

All products are covered by a2-year statutory warrantyunder EU law (warranty periods vary by region for international customers).

Contact us immediatelyat [email protected] with:

• Order number
• Description of the defect
• Photos or videos showing the issue
• Date you discovered the defect

Your options (you choose):

1. Free Repair- We repair the product at no cost, including all shipping
2. Free Replacement- We send a brand new item immediately
3. Price Reduction- Partial refund if repair/replacement isn't possible
4. Full Refund- Complete refund including all shipping costs

Original shipping costs refunded:

• ✓ EU/UK customers - Standard shipping cost refunded for full order returns
• ✓ If you chose express shipping, only the standard rate is refunded
• ✓ Defective items - Full shipping cost refunded including express
• ✗ Partial order returns - Shipping not refunded (unless defective)
• ✗ International customers - Varies by region (check Returns Policy)

Return shipping costs:

• You pay for change-of-mind returns
• We pay for defective/wrong item returns

Yes! If you change your mind about returning an item:

• Before shipping:Contact us at [email protected] to cancel the return - no problem!
• After shipping:Once the package is in transit, we cannot stop it. However, when we receive it, we can ship it back to you. You'll need to pay return shipping costs to send it back to you.

Tip:Make sure you really want to return before shipping to avoid unnecessary costs.

Return deadlines are legally binding under consumer protection laws:

• EU/EEA/UK:14-day right of withdrawal cannot be extended
• International:30-45 days depending on region

If you miss the deadline:

• Contact us anyway at [email protected] - we may make an exception
• Defective items are covered by 2-year warranty regardless of return deadline
• Store credit may be offered in some cases

Important:You have the deadline period tonotifyus of your return, then another 14 days to ship. So for EU customers: 14 days to tell us + 14 days to ship=28 days total.

Yes! Sale items have the same return rights as full-price items:

• Same return period (14 days EU, 30-45 days international)
• Same conditions (unused, resalable condition)
• Refund of the sale price you paid

Exception:Items marked as "Final Sale" or "Clearance - No Returns" cannot be returned unless defective. This will be clearly indicated before purchase.

We understand that sizing and preferences vary. Reasonable returns are expected and welcome.

However:We monitor for abuse of return policies, such as:

• Excessive return rates (>50% of orders)
• Returning worn or used items as "unused"
• "Wardrobing" - buying items to use once and return
• Patterns suggesting resale or rental activity

Consequences of policy abuse:

• Warning email
• Return privileges may be limited
• Account may be suspended or terminated
• Legal action for fraudulent returns

We want to protect return rights for honest customers. Abuse harms everyone.

Yes! International customers have extended return windows (30-45 days) to accommodate longer shipping times.

See our Returns Policy Section 9 for your region's specific procedures.

No, you can checkout as a guest without creating an account.

Benefits of creating an account:

• Track orders in real-time
• View order history and download invoices
• Save addresses for faster checkout
• Securely save payment methods
• Easy return initiation
• Exclusive member offers and early access to sales
• Birthday discounts
• Restock notifications

Creating an account is free and takes less than a minute.

Two ways to register:

Option 1: Direct registration

1. Click "Sign Up" or "Register" at the top of the page
2. Enter your email address
3. Create a secure password (minimum 8 characters)
4. Verify your email by clicking the link sent to your inbox

Option 2: During checkout

• Place your first order as a guest
• Check "Create an account" during checkout
• Your account will be created automatically

No credit card required to create an account.

Password reset process:

1. Click "Forgot Password" on the login page
2. Enter your email address
3. Check your email for a password reset link (check spam folder)
4. Click the link and create a new password
5. The reset link expires after 24 hours for security

If you don't receive the email:

• Check spam/junk folder
• Verify you entered the correct email address
• Wait 10 minutes and try again
• Contact [email protected] if still having issues

Log into your account and navigate to "Account Settings" or "Profile" to update:

• Personal information:Name, email address, phone number
• Password:Change your password for security
• Addresses:Add, edit, or delete saved shipping/billing addresses
• Payment methods:Add or remove saved cards/wallets
• Communication preferences:Marketing emails, newsletters, SMS
• Language/currency:Display preferences

Changes take effect immediately. You'll receive a confirmation email for security-related changes (email, password).

You have the right to delete your account and data under GDPR and other privacy laws.

To request account deletion:

1. Email [email protected] with "Account Deletion Request" in subject
2. Include your registered email address
3. We'll confirm your identity and process the request
4. Account deletion completed within 30 days

Data retention:Some data must be retained by law for tax/accounting purposes (transaction records for 7-10 years). All other personal data will be permanently deleted.

Three ways to unsubscribe:

1. Click "Unsubscribe"at the bottom of any marketing email
2. Account settings:Log in → Communication Preferences → Uncheck marketing emails
3. Email us:[email protected] with "Unsubscribe" in subject

You'll stop receiving marketing emails within 3-5 business days.

Yes! Security measures for saved payment methods:

• Tokenization:Your actual card details are replaced with a secure token
• PCI DSS compliant:Highest payment security standard
• Encryption:All data encrypted at rest and in transit
• Limited storage:We only store last 4 digits and card type
• No CVV storage:You must enter CVV for each transaction
• Account protection:Password-protected account access
• You control it:Delete saved methods anytime

If your card is stolen, simply remove it from your account and add a new one.

Registered customers automatically receive:

• Exclusive member offers- Special discounts and promotions
• Early access to sales- Shop new collections and sales before public
• Birthday discount- Special gift on your birthday month
• Restock notifications- Be first to know when items return
• Order history- Easy reordering of favorite items
• Free shipping benefits- Track progress toward free shipping threshold

Check your account dashboard for current promotions and rewards. No points system or fees - just automatic benefits for being a member!

We recommend using only one account per person. Multiple accounts may:

• Make order tracking confusing
• Prevent you from seeing complete order history
• Complicate returns and customer service
• Violate terms if used to abuse promotions

If you accidentally created multiple accounts, contact [email protected] and we can help consolidate them.

Yes! To change your email address:

1. Log into your account
2. Go to Account Settings
3. Update your email address
4. Verify the new email by clicking the confirmation link sent to it

Until you verify the new email, order confirmations will still go to your old address. Once verified, all communications switch to the new email.

Each product page includes comprehensive information:

• Description:Detailed product features and specifications
• Materials:Composition and care instructions
• Dimensions/sizes:Detailed measurements
• Size guide:Interactive sizing charts
• Photos:Multiple angles and detail shots (click to zoom)
• Customer reviews:Real experiences from buyers
• Q&A section:Common questions answered
• Shipping info:Delivery estimates and costs
• Return policy:Quick reference to return eligibility

Still have questions? Contact us at [email protected] or use the live chat.

Stock levels are updated inreal-timeas orders are placed and received.

However:

• During high-traffic periods (sales, releases), there may be a 5-10 minute delay
• If an item shows as in stock but becomes unavailable when you order, we'll notify you immediately
• Items in your cart are not reserved until payment is completed

Tip:If you're eyeing a popular item, don't wait - complete your purchase to secure it!

Some products offer pre-ordering when temporarily out of stock.

If pre-order is available:

• Product page will show "Pre-Order" button
• Expected restock date will be displayed
• You'll be charged immediately
• Item ships when restocked (you'll receive notification)

If pre-order is not available:

• Sign up for restock notifications on the product page
• We'll email you when the item is available
• No charge until you place your order

Legal guarantee (all products):

• EU/EEA:Minimum 2-year statutory warranty under EU law
• UK:Rights under Consumer Rights Act 2015 (up to 6 years)
• International:Varies by jurisdiction; typically 1-2 years

Manufacturer warranty:Some products have additional manufacturer warranties (3-5 years). Check product description for details.

What's covered:

• Manufacturing defects
• Defects present at time of delivery
• Normal wear and tear issues within warranty period

Not covered:Damage from misuse, accidents, or normal wear beyond warranty period.

We strive for maximum accuracy, but please note:

Colors:

• May vary slightly due to screen settings and calibration
• Lighting in photos affects color appearance
• We show multiple angles to give the most accurate representation

Guaranteed accurate:

• Material composition and fabric type
• Dimensions and measurements
• Features and functionality
• Product components and accessories

If you receive an item that significantly differs from the description or photos, contact us - it may be a defect or error.

Yes!Most items are restocked regularly, especially popular styles.

Restock timeline:

• Core products:2-4 weeks
• Seasonal items:May not restock until next season
• Limited editions:Usually not restocked (one-time production)
• Collaborations:Rarely restocked

To be notified:Click "Notify Me When Available" on out-of-stock product pages. You'll receive an email when restocked (usually before it's visible on the website).

We offer various discount opportunities:

• Bundle deals:Pre-set product bundles at discounted prices
• Quantity promotions:"Buy 2, Get 15% Off" type offers
• Category discounts:Sales on specific product categories
• Free shipping:EU orders over €50

Check our homepage and product pages for current offers.

For bulk orders (10+ items):Contact [email protected] for special B2B pricing and terms.

All products sold on our website are:

• Genuine and authentic- Never counterfeit or replica
• Sourced from authorized distributors- Direct relationships with brands and manufacturers
• New condition- Unless explicitly marked as "Refurbished" or "Open Box"
• Full warranty- All manufacturer warranties honored
• Verified authenticity- We verify all products before listing

If you ever receive a product you believe is counterfeit, contact us immediately for a full investigation and refund.

Yes! We love hearing product suggestions from customers.

To request a product:

• Email [email protected] with "Product Request" in subject
• Include product details (brand, model, specifications)
• Let us know why you want it

We review all requests and frequently add new products based on customer demand. While we can't guarantee we'll carry every requested item, we consider all suggestions seriously.

We use your information only for legitimate purposes:

• Order processing:Fulfill and deliver your orders
• Communication:Order confirmations, shipping updates, customer service
• Account management:Maintain your account and preferences
• Marketing (with consent):Send promotional emails and offers
• Service improvement:Analyze usage to improve website and products
• Legal compliance:Tax, accounting, consumer protection laws
• Fraud prevention:Detect and prevent fraudulent transactions

For complete details, see ourPrivacy Policy.

Multi-layered security:

• 256-bit SSL encryption:Military-grade encryption for all data transmission
• PCI DSS compliant:Highest payment security standard
• Secure servers:Data stored on encrypted, monitored servers
• Regular security audits:Third-party penetration testing and vulnerability assessments
• Access controls:Strict employee access limitations
• GDPR compliant:European data protection standards
• Secure authentication:Password hashing, 3D Secure for payments
• Monitoring:24/7 security monitoring for threats

You can also:

• Use strong, unique passwords
• Enable two-factor authentication (coming soon)
• Never share your password
• Log out on shared devices

Under GDPR (EU General Data Protection Regulation) and similar laws, you have comprehensive rights:

1. Right of Access- Request a copy of all your personal data

2. Right to Rectification- Correct inaccurate or incomplete data

3. Right to Erasure ("Right to be Forgotten")- Request deletion of your data

4. Right to Restriction- Limit how we use your data

5. Right to Data Portability- Receive your data in a machine-readable format

6. Right to Object- Object to certain types of processing (e.g., marketing)

7. Right to Withdraw Consent- Withdraw consent at any time

8. Right to Lodge a Complaint- File a complaint with your data protection authority

To exercise these rights:Email [email protected] with your request. We'll respond within 1 month (EU requirement).

Yes! Multiple ways to access your data:

In your account (instant access):

• Personal information (name, email, phone)
• Saved addresses
• Order history and details
• Saved payment methods (masked)
• Communication preferences

Request complete data export:

1. Email [email protected] with "Data Access Request"
2. We'll verify your identity
3. Within 30 days, you'll receive a complete export of your data in machine-readable format (JSON or CSV)

This is free and unlimited - you can request your data as often as you like.

You can request data deletion ("right to erasure") by contacting [email protected] with "Data Deletion Request."

What gets deleted:

• Account information
• Marketing preferences and data
• Website usage data
• Saved addresses and payment methods

What we must retain (legal requirement):

• Transaction records for tax/accounting (7-10 years)
• Data required for legal defense
• Fraud prevention data (6 years)

Deletion is completed within 30 days. You'll receive confirmation when complete.

Transactional emails (cannot opt out - necessary for service):

• Order confirmations
• Shipping notifications and tracking
• Delivery confirmations
• Return/refund confirmations
• Password reset emails
• Account security alerts
• Customer service responses

Marketing emails (can opt out):

• Promotional offers and sales
• New product announcements
• Personalized recommendations
• Abandoned cart reminders
• Birthday discounts
• Restock notifications

Manage preferences in your account or click "Unsubscribe" in any marketing email.

We only share data with trusted service providers who help us operate:

• Payment processors:Stripe, PayPal, Adyen (to process transactions)
• Shipping carriers:DHL, FedEx, UPS, etc. (to deliver orders)
• Email providers:To send order confirmations and notifications
• Analytics providers:Google Analytics (anonymized data)
• Cloud storage:AWS, Google Cloud (secure data storage)
• Customer service tools:To provide support

All service providers:

• Are contractually obligated to protect your data
• Can only use data for specified purposes
• Must meet GDPR and data protection standards
• Cannot sell or share your data further

We may also share data:

• When required by law (court orders, subpoenas)
• To protect our rights or prevent fraud
• In a business transfer (merger, acquisition) - you'll be notified
• With your explicit consent

Data retention periods vary by type and legal requirements:

After the retention period, data is securely deleted or anonymized so it can no longer identify you.

What are cookies?Small text files stored on your device that help websites function and improve your experience.

Types of cookies we use:

• Essential cookies (required):Shopping cart, checkout, login, security - cannot be disabled
• Performance cookies (optional):Analytics, site optimization
• Functionality cookies (optional):Remember preferences, language
• Marketing cookies (optional):Personalized ads, recommendations

Managing cookies:

1. Cookie banner:Manage preferences when you first visit (click "Customize")
2. Cookie settings:Update anytime via link in footer
3. Browser settings:Block/delete cookies in your browser preferences

Note:Disabling essential cookies will prevent basic website functionality (shopping, checkout).

See ourCookie Policyfor complete details.

We collect limited usage data to improve our website:

What we track (with cookie consent):

• Pages viewed and time spent
• Products browsed and searched
• Click patterns and navigation
• Device type, browser, screen resolution
• Referring website/source
• Approximate location (city/region from IP address)

What we DON'T track:

• Your activity on other websites (we don't buy third-party data)
• Sensitive personal information
• Your exact location (GPS)
• Keystrokes or form fields (except during checkout for order processing)

How to limit tracking:

• Reject optional cookies in our cookie banner
• Use private/incognito browsing
• Enable "Do Not Track" in your browser
• Use browser extensions that block trackers

Multiple ways to reach us:

📧 Email (fastest response):[email protected]

📞 Phone:+49 923 2017876

💬 Live Chat:Available on our website (bottom right corner)

📬 Mail:43 Winzererstraße, München, 80797, DE

When contacting us, please include:

• Your order number (if applicable)
• Description of your question or issue
• Any relevant photos or screenshots
• Best contact method and time

Response timeframes:

• Email/Live Chat:Within 24 hours on business days (often within 2-4 hours)
• Phone:Answered during business hours, or leave voicemail for callback within 24 hours
• Mail:Processed within 3-5 business days

Priority handling:Urgent issues (damaged items, wrong orders, payment problems) are prioritized and handled within a few hours.

Peak periods:During sales events or holidays, response may take up to 48 hours. We appreciate your patience!

Languages supported:

• Fluent support:English, German
• Professional translation:All other major European languages (French, Spanish, Italian, Dutch, Polish, etc.)
• International languages:Available through translation services

Feel free to contact us in your preferred language. If we need to use translation services, response may take slightly longer (up to 48 hours), but we ensure accuracy.

We are anonline-only retailer. This allows us to:

• Offer better prices (lower overhead costs)
• Maintain a wider product selection
• Ship worldwide
• Provide 24/7 shopping convenience
• Invest more in customer service and product quality

All customer service is handled through our email, phone, chat, and mail channels. We don't have showrooms or pickup locations.

We take complaints seriously and aim to resolve all issues fairly.

Filing a complaint:

1. Email [email protected] with"Complaint"in the subject line
2. Include:
   • Your order number (if applicable)
   • Detailed description of the issue
   • What resolution you're seeking
   • Any supporting evidence (photos, emails, etc.)
3. We'll acknowledge receipt within 3 business days
4. Investigation and resolution within 14 days (may be extended for complex cases)
5. You'll receive a written response explaining our decision

Data Protection Complaints:Contact your local data protection authority if you believe your privacy rights have been violated.

We love hearing from you!Your feedback helps us improve.

Ways to share feedback:

• Email:[email protected] - Tell us what we did well or what we can improve
• Product reviews:Leave reviews on product pages after your purchase
• Post-purchase surveys:Complete the optional survey sent after delivery
• Social media:Share your experience and tag us

What to share:

• Product quality and accuracy
• Shipping speed and packaging
• Customer service interactions
• Website usability
• Suggestions for new products or features

We read every piece of feedback. While we can't respond to all submissions, we seriously consider all input in our improvement efforts.

Our phone support operates during Central European Time (CET) business hours:

Monday-Friday, 9:00-17:00 CET

Your timezone:

• UK:8:00-16:00 GMT/BST
• US East Coast:3:00-11:00 EST/EDT
• US West Coast:12:00-8:00 PST/PDT
• Australia (Sydney):19:00-3:00 AEDT (next day)

Outside business hours?

• Send email to [email protected] - processed next business day
• Leave a voicemail - we'll call back within 24 business hours
• Use live chat if available

Email support is available 24/7 and we respond within 24 hours regardless of timezone.

While we can't guarantee the same agent will handle all your inquiries, you can:

• Mention in your email if you've worked with someone previously and would like their assistance again
• Reference your previous ticket number - this helps us maintain context
• All our agents have access to your complete history and can help equally well

For complex ongoing issues, we typically assign a dedicated agent to ensure continuity.