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Order

  • Why haven’t I received an order confirmation?

    As soon as you place an order with us, a confirmation of your order will be sent automatically to the e-mail address which you have given. If you have already made payment in advance, the bank details will be shown here. Please check your spam folder as well; unfortunately these automated e-mails sometimes end up there by mistake. If you don’t find anything there either, please contact us at [email protected]

  • The size I want isn’t available. What can I do?

    If an article is no longer available in the size that you want, you can use the “note my interest” function to be informed by e-mail as soon as your size is in stock again (due to a new delivery or the product having been returned by a customer). To be fair to all our customers, all those who have registered an interest are informed at the same time. Depending on how great the demand is, your desired size may soon be sold out again. Unfortunately it is not generally possible to place repeat orders for particular sizes or articles with the manufacturer.

  • How can I change the delivery address?

    Unfortunately, for legal reasons, it is not possible to change the delivery address after we have received the order. However, you are welcome to contact us at [email protected], so that we can cancel your order and make out a new order with a different delivery address.

  • How can I cancel my order?

    If you have sent us an order by mistake, please write to us straight away at [email protected] If your order has not yet been sent off, we can cancel it and will then send you confirmation of the cancellation.

Payment

  • I’ve entered the wrong method of payment. How can I change this?

    Unfortunately you can’t change the method of payment manually. So please contact customer service at: [email protected] in such a case.

  • Have you already received the payment for my order?

    An advance payment normally takes 1-3 working days to enter our account and then be processed. You will therefore usually receive notification of dispatch 2-4 days after you placed your order. You can speed up the process of delivery by choosing a different, more direct method of payment (Paypal, credit card, or instant transfer).

  • Why have I been sent a payment reminder, when I’ve already paid?

    If our system has not recorded receipt of your payment within 7 days, a reminder is sent out automatically. This may have crossed with the payment that you have already made. So, if you have paid in the meantime, please ignore the e-mail.

  • How soon do I have to pay for my order?

    After 14 days your order will be cancelled automatically and the goods which you have ordered may be sold to someone else. But you will already be sent a reminder after 7 days, if your payment has not entered our system by then.

  • Where can I find the bank details, so that I can transfer the payment for my order?

    You can find our bank details on the confirmation of your order which is sent automatically to the e-mail address which you have given us. Please check your spam folder as well; unfortunately these automated e-mails sometimes end up there by mistake. If you don’t find anything there either, please contact us at [email protected], so that we can send you the details once again.

Dispatch & delivery

  • Will I receive a notification of dispatch when my package has been sent?

    Yes. When your package is dispatched, a notification of dispatch will be sent automatically to the e-mail address which you have given us. This e-mail includes a tracking number with a tracking link, so that you can track your order online at any time. If you’re in any doubt, please check your spam folder as well; unfortunately automated e-mails like these sometimes end up there by mistake. If you don’t find anything there either and you’ve been waiting an unusually long time for delivery of your order, please contact us at [email protected]

  • How long will it take for my order to be delivered?

    Delivery by DHL usually takes between 1 and 3 working days. So your package will normally arrive within 48 hours of your payment being received. It can sometimes take a little longer, If we receive a lot of orders in a short space of time (e.g. during a Flash Sale). Thank you for your patience and understanding.

  • How can I track my order?

    You can track your order on-line as soon as it has been dispatched. The details which you need are included in the notification of dispatch which we have sent to you by e-mail. If you’re in any doubt, please check your spam folder as well; unfortunately automated e-mails like these sometimes end up there by mistake.

  • What is the cost of delivery?

    Delivery within Germany is free of charge for orders over €80. For orders under €80, delivery within Germany costs €4,95. You can find a complete overview of delivery charges for different countries HERE.

  • Where is my package?

    As soon as your order is dispatched, you will automatically receive an e-mail with the information which you need to track your order. So you can track the status of your delivery online at any time.

    In exceptional circumstances, a package may not be delivered as expected. So if you have to wait for your package for an unusually long time, or if there is no change in the tracking status of your package, please contact us at [email protected]

    Where necessary we will then instruct the parcel delivery service to conduct a search. And if your parcel has been lost, we will reimburse the total amount as soon as possible.

Returning goods

  • How do I send something back?

    If you are not satisfied with something, you can send it back to us unworn and in original condition (shoebox included) within 14 days. When doing so, please complete fully the returned goods form which was sent with the delivery. You can print a returned goods label for returning goods within Germany HERE (insert link). You can return goods free of charge within Germany. If you are returning goods from outside Germany, you must pay the postage/shipment costs yourself.

    All returned goods are to be sent to:

    OG Logistik GmbH

    - BSTN RETOURE -

    Fäustlestr. 7
    80339 Munich

  • How long do I have to return goods?

    According to our terms and conditions goods must be returned to us within 14 days of receipt of delivery.

  • How can I exchange an article?

    If, instead of being reimbursed for returned goods, you would rather have a different article or something in a different size, please indicate this on the returned goods form. However, please note that we cannot guarantee that the desired article will still be available when we receive the returned goods. For this reason please always include your bank details (only necessary if you have paid by prepayment or instant transfer). If we no longer have the desired replacement article in stock, we will reimburse the amount which you paid for your purchase.

  • Have you received the goods which I have returned?

    If you have printed a returned goods label (for free carriage) from our website, you have also received a tracking number which you can use to track your package online at any time. When the tracking system shows that your package has been delivered to us, please still allow us a little time to process your return of goods (5 working days on average). As soon as your returned goods have been checked, you will be informed by e-mail and, where appropriate, we will reimburse you. Depending on the method of payment, this will take another 2-3 working days. We will contact you if we have any questions about your returned goods.

  • When will I get the money back for the goods which I’ve returned?

    Repayment is usually made within 5 working days after your return of goods has been processed. Depending on the method of payment and the bank or financial service provider, it may take a little longer. Repayment can normally only be made in the same way that payment was made for the order. If you pay by prepayment or instant transfer, please always include your bank details on the returned goods form, because we never store these details for reasons of data protection.

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