FAQ

COVID-19

Due to COVID-19, German post is restricting shipments to following destinations.

Australia

Please select UPS Standard or Express method for those countries.


Order


Do I need to pay import duty?

Delivery to outside the EU may be subject to local import taxes, which are your responsibility where they apply. If so, the shipping company will contact you by telephone once your Items are in customs to let you know the cost. Be aware that this may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods.

What payment methods are available?

We accept credit card (VISA, Master Card and American Express) , PayPal, Google Pay and Apple Pay. iDEAL is also available for Netherland and SOFORT is available for Austria, Belgium, Germany, Italy, Netherland and Spain.

Is it safe to use my credit card online?

We use SSL (Secure Socket Layer) technology to encrypt your information. Also our credit card payment gateway Stripe is certified to PCI DSS(Payment Card Industry Data Security Standard) service provider level 1, the most stringent level of certification. We also require you to input the card verification code for fraud prevention by ensuring that you have your credit physically present.

Can I specify preferred delivery date and time?

Unfortunately, we cannot take specified delivery date and time.


Return


How can I return my order?

★Return procedures

1, Should you not be happy with your purchase, you can cancel your contract in writing via e-mail without providing grounds. Items should be returned within 14 days of receiving them in their original condition with all original tags from the designer. The obligation for returns does not apply when any of the tags have been removed or damaged. The same applies when the returned items are determined to be used, worn, washed or damaged.

2, All goods have to be returned via traceable method. Please send the tracking number to us.

3, In case of a valid return, we will offer exchange or refund.

※Customs duties and handling fees will not be refunded.

※Except in the case of incorrectly supplied or faulty goods, you are liable for the costs incurred for return postage.

We cannot accept returns if

・ any of the tags have been removed or damaged
・ the returned items are determined to be used, worn , washed or damaged
・ made-to-order items (e.g. Maiami)

If you have questions concerning your right to return the merchandise, please contact us.


Other


I forgot my password

If you forget your password, you can reset here.

I am not receiving confirmation or shipment emails

Please check your email’s spam folder. If you don’t receive emails from us within 10 minutes, please contact us.

 

If you have any other questions, please do not hesitate to contact us.