In the event of payment difficultiesPossible reasons are incorrect credit card details, insufficient credit or technical problems with the payment provider
InvoicingInvoices can be requested during the order process and sent by e-mail
Cash-on-DeliveryNot possible - only online payments are supported
Promocodes/discount vouchers: Redeemable during the checkout process
Secure payment processingUse of encryption technology and PCI-compliant payment systems
Order confirmationWill be sent immediately by e-mail after successful payment
Refund requestsContact customer service with your order details
View order history: Available via the login area of your customer account
Shipping
DDP destination countries (duty-free delivery)No customs processing required for USA, UK, Europe, UAE (Dubai), South Africa, Vietnam and West Malaysia
Europe dispatchDelivery to 24 European countries within 8-13 working days via UPS/DPD/DHL from Germany
Delivery timesBetween 3-5 working days (Vietnam) and 15-25 working days (South Africa)
Shipping chargesCalculation is based on weight, country of destination and selected shipping method
Parcel trackingPossible via the customer account and e-mail updates
Customs dutiesNot applicable, except Canada and Denmark
Processing time1-5 working days warehouse processing plus 7-15 working days dispatch time
Security
Platform securityUse of data encryption, firewall protection and ongoing security checks
Data protectionStrict data protection regulations - customer data is neither sold nor passed on to third parties
Payment protectionPCI-compliant payment processing according to industry standards
Password recommendationsUse of strong passwords with combinations of letters, numbers and special characters
Authenticity of the websiteChecking the URL and SSL certificates for security
Suspicious activities: Contact customer service in the event of unusual occurrences
Phishing protectionActive measures against fraudulent websites and fake e-mails
Return
Order changesPossible until 23:00 PDT on the day of order via czhiwen97@gmail.com
Return period15 days from receipt of goods for returns
Return requirementsGoods must be unworn/unused, with complete labels and original packaging, proof of purchase also required
Return procedureContact czhiwen97@gmail.com for return authorisation and shipping labels
Unauthorised returns: Goods without prior authorisation will not be accepted
