FAQ - Frequently asked questions
Order is incomplete or defective
Your satisfaction is our top priority. We are constantly working to improve our service. Unfortunately, mistakes cannot always be avoided. If there is something wrong with your order, we apologize from the bottom of our hearts and would like to help you as soon as possible.
Please send us a photo of the goods you have received together with your order number and a sufficient description of your problem by email to email@example.com
We will take care of your request as soon as possible!
Canceling or changing your order
It is entirely possible to cancel your order. However, we can only cancel it as long as it has not yet been handed over to the shipping service provider.
Unfortunately, an order that has already been placed for dispatch can no longer be changed or canceled.
If your order has not yet been dispatched, we are happy to cancel the entire order or individual items. However, the size, color, or item cannot be changed. If you forget to add an item to the shopping cart, you are welcome to place a new order.
Can I exchange my order or an item?
Unfortunately we cannot offer an exchange service. Simply send back your item (s) and reorder the replacement item. The refund will be processed after we receive the unwanted items from you.
Why was my order or part of my order canceled by you?
If you have placed an order and received a cancellation email from us, we are sorry. This usually happens when an item is no longer in stock when the order is processed. You will then receive a cancellation email from us and a refund will be initiated using the original payment method. The refund can take up to 7 days to complete. This is due to the banking process, which we cannot speed up.
Can I change the address of my order that has already been placed?
After your order has been received, it will be processed in our shipping department as quickly as possible, so that your package arrives at you quickly. Therefore, changes to the address are unfortunately not possible afterwards. Should we notice during processing that z. B. If your house number is missing, we will contact you by email.
My package could not be delivered and is being returned to the sender. Can you send me the order again?
If you made a mistake during the ordering process and your package could not be delivered due to missing or incorrect information (name, street, house number, etc.), your package will automatically be sent back to us. We are happy to send you your order again, but you will be charged for the shipping costs again. Please contact us by email: firstname.lastname@example.org, please enter your order number and the correct shipping address. If we do not receive any feedback from you, the order will be automatically refunded.
What can I do if an item I want to order is sold out?
We are very interested in always being able to offer the latest styles, so it can happen that a popular item sells out quickly. The good news, however, is that we're still reselling some of our top items. We inform about this in our Instagram story @trillionladylabel. Please note that our customer service cannot give you any information by email.
Shipping and delivery
How will my order be shipped and what are the shipping costs (Germany)?
We always send your order insured with DHL.
The shipping costs within Germany are € 4.99. Orders over € 89.00 are free of shipping costs.
Deliveries outside of Germany (EU & Switzerland)
We also send deliveries outside Germany insured with DHL. The shipping costs within the EU are € 13.99. Shipping costs outside the EU (e.g. Switzerland) are € 19.99.
Please note our reimbursement guidelines for shipping costs outside of Germany (see under Returns and Refunds - Are the shipping costs also refunded?)
Are there any customs fees?
We ship all orders from Germany. For this reason there are no customs duties or import taxes within the EU. Outside the EU, however, these may apply.
Please note that there are different regulations for customs or import sales tax depending on the country.
100% of these fees go to the customs of the respective receiving country and must be paid by you.
If you refuse to accept the package, the fees will still be charged. These will then be deducted from your credit in the event of a return by DHL.
Returns and Refunds
Instructions for return
There should be an enclosed delivery note in your order. You can note your return on this.
The delivery note is not a return label, which means it does not cover your postage. Please put the completed form in the order and don't forget to post sufficient postage on your parcel.
You can send your return to us uninsured. Please note that without a receipt from the post office, we cannot simply refund the goods if they are lost in the mail. It is best to send your package insured with a parcel service.
If no delivery note was enclosed with your order, please write down the following information on a piece of paper and enclose it with your return:
- Order number (#.....)
Send the return to:
Many thanks for your effort!
How do I get my money back?
Once your return has been successfully processed, a refund will be posted to the original payment method used when the order was placed. With PayPal you will get your money back within minutes. With Sofortüberweisung, your account will be credited back, this can take a few days. In the case of credit card payments, the credits on credit cards are booked differently depending on the bank. Most of the time, a repayment is posted as a credit on the credit card, sometimes the credit amount is also posted directly to your linked checking account. In any case, you will see the amount on your credit card statement.
Wrong amount refunded
If we should have reimbursed you the wrong amount in this situation, we apologize very much!
Please check whether a code was used in your order that was linked to a minimum order value. This is distributed as a percentage to all products. Thus, only the percentage amount will be reimbursed for the reimbursement.
If the minimum order value is not reached after the return of goods, this discount code expires. The same applies to partial shipments where the discount is applied to the cheaper product. In the event of a cancellation of the more expensive product, the cheaper product will be recalculated at full price and only the difference will be reimbursed.
Have you already received my return?
Unfortunately we do not have any confirmations of receipt of returns.
After receiving your return, we currently need about 7-10 working days for processing.
As soon as we have processed your return, you will receive a notification from us. The amount will be credited to you with the payment method that you used for your order.
Please note that the return slip for the return should always be kept until the reimbursement has been made.
Are the shipping costs also reimbursed?
We will refund your shipping costs if you return all of the items in the order and send them back to us within 14 days. If you choose to keep an item, you'll have to pay for delivery. We do not reimburse shipping costs for countries outside Germany.
What is my right of return?
You have the right to return the goods within 14 days of receiving the package without giving a reason.
Please use the delivery note included in the package, which should be enclosed with your return.
We only accept returns for new and unworn goods. If your goods show a defect or an item is missing, this must be registered in advance (see order not complete or defective). Otherwise there is no guarantee that the full purchase price can be refunded.
If you would like to return two orders to us, you are welcome to send them back to us together. Please put both delivery notes here with your order so that we can correctly assign your return.
If your right of return has exceeded 14 days and an extended right of return has not been confirmed by us beforehand, your return will be automatically sent back to you.
Vouchers can easily be purchased in our online shop. Since the voucher can only be redeemed online, it will not be sent to your home, but you will receive a voucher email with all the information. You can redeem the voucher in the form of a number-letter code or QR code. It is valid for one year.
- With one click, the desired voucher is in your shopping cart
- Then click on the shopping cart and buy the voucher as normal (like a dress or jeans)
- After completing the purchase, you will receive a confirmation email of your purchase as well as the information that you will receive an extra email with the gift voucher
- In this extra e-mail you will find a number-letter code and a QR code; You can choose whichever method you find more practical
- To redeem the code, click on the shopping cart with your desired product (s), then on the "Checkout" button and then enter your code in the "Gift card" field in the top right corner