Frequently Asked Questions
How long will it take for my order to be delivered?
For products that are in stock, the estimated delivery time is 2-3 days from the date of placing the order. However, please note that this is the general timeframe and may vary depending on your location.
What if I have pre-ordered a product? When can I expect ito to be delivered?
If you have preordered a product, the estimated delivery time will be mentioned within the product description. Please refer to the specific product page for the expected delivery timeframe.
Are all products available for immediate delivery?
Yes, unless otherwise mentioned, all products listed as "in stock" are available for immediate delivery. We strive to maintain accurate stock information on our website to ensure a seamless shopping experience.
What if my order contains a mix of in-stock and pre-ordered items?
If your order includes a combination of in-stock and preordered items, we will ship the items which are available directly and send out the pre-ordered items ones they are on stock.
Do you offer international shipping?
Yes, we offer international shipping to select countries. During the checkout process, you can enter your shipping address to check if we deliver to your location. Please note that international shipping may be subject to additional customs duties and taxes.
What payment methods do you accept?
We accept various payment methods, including credit/debit cards (Visa, Mastercard, American Express) and other secure online payment gateways. At checkout, you can choose the payment option that is most convenient for you.
How can I track the status of my order?
Once your order has been shipped, we will send you a confirmation email with a tracking number. You can use this tracking number to monitor the progress of your delivery on the courier's website. Alternatively, you can log in to your account on our website to track your order.
How can I contact your customer support team?
You can reach our customer support team by sending an email to firstname.lastname@example.org. We aim to respond to all inquiries within 48 hours.
Alternatively, you can use the contact form on our website or message us through our social media platforms.
When can I expect a response from the support team (email@example.com)?
Typically, we respond within 48 hours between Monday and Friday.
Can I exchange an item from my order?
Yes, within the EU and Switzerland, you have the right to exchange your items once for free. Please refer to our exchange conditions.
Can I return an item completely?
Yes, if you are within the 14-day money-back guarantee period, you can return the item to us and receive a refund. Please refer to our return conditions on our Shipping and Returns page. This does not apply to pre-order items.
Is my return free of charge?
Your return is free of charge if:
- You have received a wrong, damaged, or defective item. Please contact our customer support at firstname.lastname@example.org in advance.
- You are returning goods with a value greater than €40.
- You are returning your order or parts of your order within the 14-day return period.
- You comply with and follow our return conditions.
If your return is not free of charge, €5.90 will be deducted from the refund credit for return and return processing.
NOTE: The provides return label is valid only within the Eu and Switzerland and CANNOT be used for returns from outside the EU
What does pre-order purchase mean?
With a pre-order purchase, the shoes are produced after the order is placed and then delivered. This process usually takes 3 - 4 months. During this time, we will keep you updated with regular updates so that you always know at which production stage the shoe is currently and when you can expect delivery. Pre-orders are excluded from returns 14 days after purchase.
When will my order be delivered?
The delivery time within Germany after receipt of payment is 1-3 working days for items that are in stock. For sales and special promotions, please allow an additional 2-3 working days. Once your goods have been handed over to our service provider, you will receive an email with your tracking number. Different delivery times are explicitly stated at the checkout.
How do your shoes fit?
Please refer to our size chart .
I received my pre-order shoe after 3 months of production time and now I want to exchange or return it. Is that possible?
An exchange or return is only possible within 21 days of purchase. In your case, you can offer the shoe for sale on Discord or classified ads.
My item is damaged, what can I do?
Please contact us by email with photos of the defects at email@example.com, and we will review the case together.
My package has exceeded the storage period and is on its way back to you. How can I get my order now?
Please contact us by email at firstname.lastname@example.org, and we will send the goods to you again free of charge.