FAQ

How can I contact the customer service?

We are available on weekdays from Monday to Friday 9:00 -17:00 by phone, email or WhatsApp. You are welcome to send us an email or WhatsApp message outside these hours and we will reply as soon as possible.

Order and payment

Can I change individual order items?

If you have ordered the wrong colour or the wrong size, for example, this can no longer be changed by the system. However, if your order has not yet been dispatched, we can still cancel it for you. The purchase amount will then be refunded to your chosen payment method and you can place a new order.

Can I cancel my order?

You cannot cancel your order yourself. However, you can send us an e-mail with your cancellation request and your order number. As long as your order has not yet been dispatched, we can cancel it for you.

If you have forgotten to redeem a voucher, cancellation is not necessary. Simply send us an email with your order number and your voucher so that we can redeem the voucher for you afterwards and refund the amount to the payment method you chose in the order process.

Can I redeem my discount code and gift voucher together in one order?

Yes, we accept the combination of discount and value vouchers, but this cannot be implemented by the system in the ordering process. Therefore, please place your order with the discount code and send us your order number and your gift voucher code afterwards. We can then deduct it from your order afterwards and refund the amount to the payment method you chose in the order process.

Can I place an order by phone?

We are happy to accept your order by telephone - please have the item number ready. Please note that for data protection reasons we can only select the payment method "prepayment" for orders placed by telephone. If you wish to pay otherwise, you must place the order via our online shop. If you have any questions about the ordering process, please do not hesitate to contact us.

Delivery and shipping

My delivery could not be delivered, what can I do now?

If your order could not be delivered by the shipping company, please contact our customer service with your full address and order number. We will then check whether there were problems with the address entry in the order process and contact the shipping service provider.

According to the tracking system, my order was delivered, but I can't find it

You can see in the tracking when and to whom the parcel was delivered - so if it is with a neighbour, you can see this in the order confirmation. If your parcel is neither with a neighbour nor at an agreed drop-off location, please contact customer service with your order number. We will then be happy to initiate an investigation with the shipping service provider.

What can I do if my order arrived damaged or incomplete?

If there is a defect in the box of your order, please take photos of the defect and send them to Customer Service. Please also let us know if and which item is damaged or even missing. We will then clarify the case with the shipping service provider. Please keep the box until the case is resolved.

Do I have to fill out a return note for a return?

To make the returns process as easy as possible for you, you do not need to fill out a returns form or register the return with us in advance. Simply repackage the item(s) from your order that you wish to return in the box in which you received them (or one of at least equivalent value) and stick the enclosed returns label on the package so that it is clearly visible. Please make sure that no other barcodes or address labels are visible on the parcel, as otherwise there could be problems with shipping. Drop off the parcel at a parcel shop of your choice. As soon as your return has been booked in with us, you will receive a notification by e-mail.

There is no return slip in the parcel, what can I do now?

You are welcome to give our customer service your order number, and you will immediately receive a return label by e-mail.

Complaints

My darling arrived already defective, what can I do now?

We check our items for possible defects before every shipment. If your darling still has a defect when it arrives, please contact our customer service and send us pictures of the defect if possible. We will work with you to find a solution that suits you.

If the item has been damaged in transit and the box has a defect, please retain it for clarification with the relevant shipping company.

I have already used my darling, but it is now defective - what can I do?

When selecting our manufacturers, we naturally also pay attention to quality criteria. However, if an item does break, please contact our customer service with your order number and pictures of the defect. We will handle the complaint for you and make sure that we find a good solution for you as quickly as possible.

How does a complaint work?

As soon as we have received your darling, our complaints department will check whether the item can be repaired. If repair is not possible or economically viable, we will look for a replacement item or send you a credit note.
Please note that wear and tear or defects caused by external factors cannot be claimed.

The whole process can take up to six weeks due to the various steps involved. If you have an item that you cannot do without for that long, please feel free to let our customer service team know. We have various loan items that we can provide you with in such a case.

My suitcase was defective after my flight, what do I do now?

If your piece of luggage was damaged by the airline during transport, please contact the airline, as this is not a classic claim if the item is broken by external force. Therefore, check your baggage for defects when you collect it from the baggage carousel.

We will be happy to provide you with a damage report in which we document the repair costs incurred so that you can claim them from the airline.