BSTN Help center

As soon as you order something from us, an order confirmation will automatically be sent to the e-mail address you provided.

Please also check your spam folder, as automated e-mails are sometimes mistakenly marked as spam.

If there is nothing in your spam folder either, please contact us via contact form.

To ensure the fastest possible shipment, your order will be sent to our dispatch centre and processed as soon as it is completed. A subsequent change or cancellation of the order is therefore no longer possible. Please simply send your order back to us as a return after receipt.

Unfortunately, we do not offer the option of ordering by phone. However, you can place your order with our online shop at any time.

Unfortunately, not. All orders placed through our online store are sent directly to the delivery address you provide.

Please understand that items cannot be reserved as we want every customer to have the same opportunity to purchase.

PayPal

PayPal is an online payment service that allows you to pay online quickly, simply and securely.

How it works: You save your data to a PayPal account. Once you have submitted your order to BSTN, you will automatically be redirected to PayPal. You then enter your e-mail address and password and confirm the payment.

Credit card (MasterCard, VISA, American Express)

You can pay simply and securely with your credit card (3D Secure Code required). We use secure and encrypted transfer to send credit card information to our credit card provider Adyen, which meets all applicable security requirements with PCI DSS Level 1 certification.

SOFORT Überweisung payment transfer

SOFORT Überweisung makes online payment easier than ever. You simply use your usual online banking details – it's convenient and secure. The transaction confirmation allows your order to be shipped immediately, faster than usual with prepayment. SOFORT Überweisung makes rapid delivery possible.

Apple Pay

Apple Pay operates simply and easily with the Apple devices you use every day. You can use Apple Pay to shop and pay securely at BSTN and you can save your various cards in the Apple wallet, too. Transaction data is not transferred or stored and remains confidential and secure. Apple Pay is only available in Safari.


Google Pay

Google Pay is a simple and rapid payment method for BSTN. Google Pay protects your payment details with multiple layers of security: your account is always secure.


Alipay

Alipay provides fast and easy payment processing on your mobile devices or desktop. Goods are usually shipped immediately when you pay with Alipay. Your details are kept safe and secure throughout the BSTN purchasing process. A Chinese bank account is required to use Alipay.

Union Pay

With the Union Pay payment option you can conveniently pay with your Union Pay debit or credit card. Your data is encrypted and protected by a 3D-Secure security certificate.

An automatic payment reminder is sent if no payment has been received in our system after 7 days. Sometimes, payment is received or clears after the reminder is sent out. If you have already paid, please simply ignore this e-mail.

You have a voucher code for the BSTN online shop? Lucky you! Simply select “Enter a coupon code” at the checkout, and a field will appear in which you can enter the code. The discount will automatically be deducted from your order total.

Voucher codes generally cannot be combined, and exclusions may apply.

If the order is cancelled for any reason, we will refund the full amount you actually paid. If part of the order is cancelled, we will refund the discounted price for the cancelled items. As voucher codes can only be used once, you will not be able to use the same code again.

The security of your data is our top priority. Data are SSL-encrypted for transfer. If you pay with your Visa or Mastercard, only transactions that are connected to the secure e-commerce system will be accepted. After verification that the card is connected to the secure e-commerce system, the system contacts the bank that issued the card and the buyer must then approve the purchase. The card is charged if authentication by the bank is successful. Otherwise, the order is deleted.

We remain committed to getting your parcel ready for shipment and transferred to FedEx as quickly as possible. Delivery by our carrier takes between 2 and 5 working days. Please note that a high order volume (for example following sales promotions or raffles) may result in slightly longer delivery times. Thank you for your patience.

A complete list of all delivery charges for each country can be found HERE.

Free delivery does not apply to raffle products. Country-specific delivery charges apply.

As soon as we have transferred your parcel to our logistics partner, we will e-mail your confirmation of shipping with your tracking number and tracking link. If you do not receive an e-mail, please check your spam folder, as automated e-mails are sometimes mistakenly marked as spam.

Don't panic if your parcel has not yet been delivered.

Increased order volumes globally may result in delays at the carrier, leading to a backlog of parcels at the relevant centres and therefore a few days’ delay in delivery.

If your parcel has not moved for several days, you can contact our support via contact form. Please note, however, that we can only start investigating if your parcel status has remained unchanged for approximately10 working days.

Unfortunately, it can happen that a package could not be sent for various reasons and is sent back to us. Please note that in this case only orders within Germany can be sent again. International shipments we unfortunately have to refund after receiving again.

Please also note that a Raffle Win that was not sent due to an incorrect address cannot be sent to a new address, as we cannot change the address of Raffle items.

We are sorry that you're not completely satisfied with the product you purchased from BSTN. Of course, you can return products in this case. We are also happy to assist with warranty or guarantee claims.

If you would like to return the item, you can easily register your return within 14 days through our returns portal.

HERE

For international returns, the customer is responsible for the return shipping costs.

Please note: We do not provide return labels for returns from USA.

Return shipping must be organized by the customer. We recommend keeping the delivery receipt until your return has been processed.

When registering your return, you will receive a commercial invoice. Please ensure you attach it to the outside of the parcel, so it can go smoothly through customs.

Returns should be sent to the following address:

BSTN Store GmbH
-BSTN Retoure -
Kuehler Weg 200
82065 Baierbrunn
Germany

Please note that we can only accept items that are unworn and in their original condition. The shoebox is part of the item, so please always double-box your returns. All returned items will be inspected, and a full refund will only be issued if the return is handled correctly.

Please remember that we do not cover the shipping costs for international returns!

If you paid by advance payment or instant bank transfer, we will need your bank details for the refund. Please provide them during the return registration.

Once your return has been received, it will be inspected, and the refund will be processed. We strive to process all returns as quickly as possible. Please allow up to 5 working days (after receiving the goods) for processing.

As you are the issuer of the return shipment, we advise you to keep the tracking number so that you can check the status of the return shipment.

Please give us some time to process your return (on average 5 working days after receipt in our returns warehouse). As soon as your return has been checked, you will be notified by e-mail and, if necessary, a refund will be made to you. Depending on the payment method, this may take a further 2 to 3 working days. We will contact you if we have any questions about your return.

Refunds are usually made within approximately 2-3 working days after the return is processed. For some payment methods and banks, it may take a little longer. Refunds are made using the same payment method that you used when you placed the order. If you paid using Sofortüberweisung, please therefore always provide your bank details on the return slip, as for data protection reasons we never store this information.

Unfortunately, the item does not seem to have been returned to us in its original condition. Our returns department thoroughly inspects the condition of all returns and checks for defects and odours. We are unfortunately unable to accept returns with defects as we would be unable to resell the items in question. If you are unhappy with our decision, you can respond to the returns rejection e-mail to provide an explanation.

If you would like to exchange an item, please go ahead and order it in the size/colour you want in our online shop if available and return the item you received to us. You can download the return label HERE.

As soon as we receive your parcel, we will refund you using the payment method you used to pay. Please note that refunds are governed by our returns provisions.

We are sorry to hear that you have received a damaged item. This delivery does not reflect BSTN standards. Please e-mail our service team. We will also need pictures of the damaged item, including of the outer packaging. Once we have received your e-mail, we will discuss the matter with our complaints department and get back to you as soon as possible.

Please also retain the outer packaging until you receive our response, as the damage may have been caused by the carrier and we need the outer packaging for our damage report.

With the BSTN Loyalty Program we are rewarding loyal customers with increased chances of winning in our raffles. All regular customers can benefit by leveling up to their PRO status.

You can participate in our program simply by creating a BSTN customer account. All registered customers can work towards their PRO status with every order that contains applicable products. Please make sure to be logged in when placing your order! Details on PRO status and on how to progress towards it are stated below.

As a regular customer you can easily benefit from our Loyalty Program. Every order that you place which contains eligible products will count towards your PRO status. To reward your loyalty, once you have reached PRO status you will benefit from increased chances of winning our raffles for at least 12 months.

Within the Loyalty Program there are two levels, ROOKIE and PRO. ROOKIE is your initial status that you get once you have created a customer account. Once you've collected 250 points, you get PRO status which will give you increased chances of winning our raffles.

As a ROOKIE you are either a new customer or you didn't yet collect 250 points in the current or last period. ROOKIES can participate in our raffles and also have chances of winning products, although they're lower. By leveling up to PRO status, you become part of our exclusive loyal customer pool and easily increase your chances of winning raffles. You can check your current status and progress within your customer account section.

As a PRO you have collected 250 points or more within the current season. PROs are part of our exclusive PRO customer pool and get significantly increased winning chances for our raffle draws. You can check your current status and progress within your customer account section.

Each period runs from 1. March until 28. February. We will notify you as soon as a season is coming to its end, so you can keep an eye on your status and current progress. Please keep in mind that the date of purchase determines to which period an order is affiliated, independent from when the purchase switches from pending to confirmed.

We allocate 50% of our raffle stock to the large pool of ROOKIE participants and 50% of the stock to the significantly smaller pool of PRO customers. Therefore, with PRO status, your chances of winning a raffle are way higher. Please note that we will not provide any information on numbers of participants or available stock quantities.

As soon as you have collected 250 points within the running period, you will instantly become a PRO and keep your status for at least 12 months or until the next season has ended. To extend your PRO status by another 12 months, all you have to do is to collect 250 points in the upcoming season again.

No. Even though your chances of winning a raffle are significantly higher with PRO status, there's no guarantee of winning. We're keeping our fingers crossed for you!

Yes, you can also win raffles with ROOKIE status. However, since you compete against a larger group of competitors and do no get access to the separate stock allocated to PROs, your winning chances are significantly lower. You can increase your chances by leveling up to PRO status.

As a logged-in customer all non-returned eligible purchases count towards your PRO status. Shipping costs are not taken into account. Raffle- and Hot Release products do not count towards your PRO status. All excluded products will be highlighted accordingly on their product page.

Raffle- and Hot Release products will be excluded from the program. All excluded products will be highlighted accordingly on their product page.

As only non-returned purchases count towards your PRO status, each order will be pending for 30 days as of order date. After 30 days, all non-returned eligible products within your order will then count towards your PRO status.

Returned products do not count towards you PRO status. Once your returned products have been processed, your order value will be adjusted to the remaining order total. 30 days after order date, the remaining order total will the be confirmed to work towards your PRO status.

For now instore purchases unfortunately do not count towards your PRO status. We are working on a solution for it and the feature should be available soon.

For the launch of our loyalty program on 01.03.2023, all orders placed with an existing customer account within the last 6 months were taken into account. Based on this, your initial level was set.

A Raffle gives you the chance to win the exclusive right to purchase limited release products.
To enter the Raffle, you must have a registered BSTN account and be logged in to your account. Additionally, you must follow BSTN / BSTN WMNS with your Instagram account. When entering the Raffle, you can select your desired size and state a shipping address. In case of a raffle win, this information can not be changed at a later point. For raffle product payments, you can use the payment methods diplayed in the checkout process. Invoice or pre-payment is not possible.

After the Raffle registration period has ended ONLY the winners will receive a notification via email. If you did not receive an email, unfortunately you did not win. The winner mail contains a personal checkout link, which can only be redeemed once and is valid for 48 hours only.

All Raffles are listed in our Upcoming category and clearly marked with a Raffle tag. By clicking on the product you can participate in the raffle after you have logged in.

Log in or create a BSTN account to participate in our Raffles. In addition you need to add your Instagram tag to your account and follow BSTN or BSTN WMNS. You are now eligible to participate in our Raffles.

After you have successfully created a BSTN account, you need to enter a valid shipping address and your Instagram tag. Now you can select your desired size on the Raffle product page and participate in our Raffles.

If you are not able to log in to your BSTN account, you can reset your password within the login module. Please also try to log in using an alternative browser. If login is still not possible, please contact our Customer Service.

Raffle participation is only possible with a valid Instagram account that follows one of our accounts BSTN or BSTN WMNS. If you do not use Instagram, please create an account and add your instagram tag to your BSTN customer account. All users using an invalid or foreign account will be excluded from the Raffle.

If a Raffle product is available in several colorways / styles, you may register once per colorway / style. If you are already registered for a Raffle, you will see this in your Raffle overview in your customer account.

If a raffle is still open for participation and you want to change your shipping address, please withdraw from the raffle via your customer account -> My Raffles and then sign up again with the updated shipping address.

If a raffle is still open for participation and you want to change your selected size, please withdraw from the raffle via your customer account -> My Raffles and then sign up again with the updated size.

Log in with your BSTN customer account. In your BSTN account you will find an overview under "My Raffles" where you can view and manage your Raffle sign ups.

Log in with your BSTN customer account. In your BSTN customer account you will find an overview of your Raffle participations under "My Raffles", where you can unsubscribe from the Raffle. If the raffle is already closed, it is no longer possible to unsubscribe.

If a raffle entry is not displayed correctly in your customer account, please log out first and try to log in again using a different browser. If the entry is still not displayed after some time, please try once again at a later point or contact our Customer Service using the subject “Raffle“ in our contact form.

If you are among the lucky Raffle winners, you will receive a winner mail with a personal checkout link that is valid for 48 hours and can be redeemed once. Follow the link, log in with your BSTN account and go to My Raffles. Click on the successful Raffle to add the item to your cart and then purchase it. The pre-selected size and shipping address cannot be changed at checkout.

If the checkout link does not work, try opening it via an alternative browser. If it still doesn't work, contact us using the “Raffle“ subject in our contact form so we can send you a new link. In these special cases, a link will be extended for more than the original 48 hours.

Due to brand regulations some items may only be shipped within Europe / the EMEA countires. The conditions of participation depend on the Raffle. If you can not select your desired shipping country, shipping to your destination is not available and you can not participate in the raffle. Please do not try to sign up with a wrong address, as address data can not be changed afterwards.

Raffle products are excluded from free shipping. The country-specific shipping costs apply.

If you do not redeem your checkout link within 48 hours, the validity of the link and thus the right to purchase expires. A subsequent redemption is not possible. In case of technical problems, contact our Customer Service within 48 hours after release. In these special cases the link can be extended.

In rare cases it is possible that a payment gets declined by the payment provider after your order was placed and you have received your order confirmation mail. This will result in an additional cancellation e-mail. In those cases, please contact our customer service immediately via our contact form and they will assist you to place your order.

If after c. 10 working days your parcel has still not been delivered or there has been no change in its tracking status, please contact us via our contact form so that we can submit an enquiry to the carrier. Ideally, the parcel’s status will progress and the parcel will be delivered to the specified delivery address within a few days.

Unfortunately, it can take up to 21 days for us to receive a response from the carrier on what has happened to your parcel.

We would ask for your patience as we cannot send you another replacement item or refund money during this period. We are only able to take the appropriate action once we receive a definitive response from the carrier.

If your parcel is shown as delivered but you have not received it, it may have been delivered to someone else. Please click on the carrier’s tracking link to see who the parcel was delivered to. If you are shown as the recipient of the delivery but the parcel has not yet arrived, please contact our support team via contact form.

Our support team will then contact the carrier to establish what has happened. We would ask for your patience, as this may take some time. We will contact you as soon as we receive a response.

We are sorry to hear that. Please contact our service team via contact form. We will also need pictures of the damaged item, including the outer packaging. Once we receive your e-mail, we will notify our carrier.

Please retain the outer packaging until you receive our response, as the damage will be assessed by the carrier.