Top questions
As soon as we have handed your parcel over to our logistics partner, we will send you a shipping confirmation by email – including the tracking number and tracking link. That way you can follow the status of your delivery live at any time.
Or take a quick look under My Orders in your customer account.
You can find an overview of our delivery times here.
We offer all common options so that you can pay in the way that suits you best: credit card (Visa, Mastercard, Amex), PayPal, Apple Pay, Google Pay, TWINT, and iDEAL/Wero
Important information on instalments or “pay later”: We do not offer these options directly via our shop. However, you can use such payment models (e.g. instalments or payment within 30 days) directly via the payment providers PayPal, provided they are enabled for you there.
You can find an overview of all payment methods here.
We do our best to get your parcel ready for shipping and hand it over to our shipping provider as quickly as possible. You can find an overview of our delivery times here.
Please note: All information refers to working days, and we do not offer express shipping. When order volumes are high (e.g. sales or raffles), delivery times may be a little longer in exceptional cases. We ask for your understanding if your order is on its way for longer. We are working hard to ship all orders as quickly as possible.
We are sorry that you are not happy with your product. Of course you can exercise your right of return – and we are also happy to help with warranty or guarantee cases.
Simply register your return in our returns portal within 14 days of receiving your order. There you enter your order and return details. Important: Your return must already be on its way to BSTN within the 14-day return period. The deadline is met if you hand in the parcel on the last day of the period at the latest.
For some countries, a return label will be generated automatically during the registration process. Please note that return shipping costs may apply and, where applicable, will be deducted from your refund.
If no return label is provided, you will need to arrange the return shipment yourself and send it to our return address:
BSTN Store GmbH
Retouren
Kühler Weg 1
82065 Baierbrunn
Germany
For returns from countries outside the EU, please make sure to comply with your country's customs export procedures before shipping your return.
Please note:
- • We can only take back goods that are in unworn, original condition – for shoes this includes the shoe box.
- • Always use a shipping box for your return. Unfortunately we cannot accept returns that are sent unprotected in the original packaging (manufacturer's box) or in the shoe box alone.
Once your return has reached us, we will check it and initiate the refund. Please allow a processing time of up to 5 working days after we receive the goods. Please keep in mind that we do not pay the shipping costs for international returns!
Click on the account icon in the top right and select Create account. Enter your email address and a password and confirm your registration by email. An account is required to take part in raffles and in the loyalty programme.
For almost every item you will find a link to our size chart directly on the product page. The details come directly from the manufacturer.
Please note: The measurements in the size chart are general details, the actual product measurements may differ. As every foot and every body is different, we cannot guarantee a perfect fit.
The process may vary depending on your delivery country.
Please contact our Customer Service team as soon as possible and select “Transport damage” as the reason. And send us clear photos showing the damage to the parcel and/or items. This helps us review your case quickly.
Our team will then get back to you with the next steps.
Important: Please report any transport damage or missing items immediately after delivery. Late reports may not be accepted.
The BSTN App is available completely free of charge for iOS and Android. You will find it directly in the Apple App Store or in the Google Play Store.
With the BSTN loyalty programme we reward loyal customers with higher chances of winning in our raffles. All regular customers can benefit from it by levelling up to PRO status.
A raffle is a draw in which you have the chance to win the exclusive right to buy limited releases. This is how it works:
- • Requirements: You need a BSTN customer account and have to be logged in. You also have to follow @bstnstore or @bstn.wmns with your Instagram account. Follow our TikTok account as well and your chances are higher!
- • Registration: You select your desired size and delivery address. You can no longer change either of these if you win.
- • Payment: The payment methods available to you are the ones you see in the checkout process. Purchase on invoice or by advance payment is not possible.
- • Draw: After the end of the raffle period, ONLY the winners receive a notification by email. If you have not received an email, you were unfortunately out of luck.
- • Redeeming: The email contains a personal checkout link. It is valid for 48 hours and can only be redeemed once; after that the right to purchase expires.
Our customer service works Monday to Friday. The best way to reach us is via the contact form on our website. We will reply as quickly as possible – usually within 48 hours on working days.
Please note: We do not offer customer service via WhatsApp or social media. If you write to us via the contact form, your request goes straight to our team and we can help you fastest.