Need help?
Frequently Asked Questions
ORDER
How can I track my order?
Once your order is shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order.
Can I change my shipping address after placing an order?
Unfortunately, we can't change the shipping address once the order is placed. Please double-check your information before confirming your purchase.
Can I change or cancel my order as long as it has not yet been shipped?
To ensure short delivery times, we send parcels as quickly as possible. Therefore, we cannot guarantee that orders can be canceled or changed.
What payment options are available?
All payments and credits are processed in the currency underlying the purchase. We accept the following payment methods:
- Credit Card (VISA, MasterCard)
- PayPal
- Klarna (Pay Now, Pay Later)
- Apple Pay & Google Pay
- Online Transfer (SOFORT)
Payment options may vary depending on the country.
Will sold-out products be restocked?
Products from our collections are generally not restocked. They are limited in production.
RETURNS & REFUNDS
What are the refund guidelines?
Anything purchased online can be returned to our warehouse within 14 days. To return the item, please create a return mailing label at our return portal. This label must be placed in the package so that we can assign the return to your order.
The cost of return shipping for purchased items is the responsibility of the customer.
- All products must be returned within 14 days of delivery
- All products must be unworn and unwashed
- All original tags must still be attached to the products
- For hygiene reasons, we do not accept returns on underwear garments
The costs and risks associated with any return are the responsibility of the sender. Please ensure that you keep proof of deposit until the refund or exchange has been issued.
When will I receive my refund?
If our quality department is satisfied that the returned item(s) meet(s) the condition for accepting a return, you will be credited with a refund within 10–15 days. The refund will be made using the original payment method. The refund does not include delivery costs.
Any Order paid by gift card, e-gift card or a store credit will be automatically refunded as a store credit.
What should I do if the product is wrong or arrives damaged or defective?
If you have received a defective item or the wrong item in your delivery, we will assist you in resolving this as quickly as possible.
Send us photos and a description of the defect. Also send us your order number so that we can find your order.
We will get back to you as soon as possible and find a solution.
SHIPPING
Do you offer international shipping?
We offer international shipping.
My order was not fully delivered
Please send photos of the shipping carton.
We will then take care of your request immediately.
In my shipment tracking it says the shipment was announced electronically
This means that your order is already packed and ready for shipment and has either not yet been picked up by the shipping service provider or the shipping service provider has not yet scanned the package. The status is usually updated within 1-2 days. If the status is not updated, please contact us.
My shipment tracking status is not updating
Status updates can sometimes take 1-2 days. If the status does not update for more than 3 days, your parcel may have been lost by the shipping service provider. In such cases, we will make an inquiry to locate the parcel. The majority of parcels usually turn up again. Please contact us via orders@tsbc.shop.