Frequently asked questions and answers
Do you have questions about your purchase in our online shop? Below you will find an overview of the most frequently asked questions. If you have any further questions, please contact our support via the contact form. (Link for contact form on website).
Can I add more items to my order later?
- Unfortunately, it is not possible to add more items to an already completed order. If you want to order more items, please place a new order.
How do I know if my order was successful?
- After you have completed your order, we will send you an order confirmation with your order number, which lists the items you have ordered.
I have not received a confirmation email for my order.
- If you have not received an order confirmation by email after completing your order, please contact our customer service (firstname.lastname@example.org).
My order has arrived incomplete.
- We are sorry that you did not receive your order in full.
- Please contact our customer service as soon as possible, within 72 hours of receiving your package. After 72 hours we cannot guarantee further processing of your case.
What size do I need?
- All of our items are unisex. The fit is tailored for men and is therefore not to be equated with the fit for women.
- We recommend that women order one size smaller than their normal size if you don't want an oversized fit. The articles are usually still oversized.
- Under each of our offered items you will find a description of the height and weight of our models. You can use this information as a guide.
The item I want is sold out. Is there a restock or when will there be a restock?
- If your desired
- Are items in the shopping cart reserved?
- Why was my order not accepted or cancelled?
- Can I change or cancel my order? (e.g. Two orders placed one after the other
- I received an incorrect order. What should I do?
- Can I add more items to my order later?
Which payment methods are accepted?
- List + explanation
- When and how will I receive my invoice?
- Which payment methods are accepted?
- Which countries do you ship to?
- How are the goods delivered?
- My delivery address differs from the billing address. Is this a problem?
- How much are the shipping costs?
- When will my item be shipped?
- Why is my item shipping longer than the specified shipping time?
- Can I track the delivery of my order?
- My package arrived damaged.
- My package has not arrived.
- My order was not complete (see above).
- Can I have my delivery sent to a Packstation?
- Can I change my delivery address?
- I did not return my order with insurance. What now?
Return & Refund
- Can I return my order?
- How does a return work?
- What are the return conditions?
- Who bears the return costs?
- Who bears the return costs in the event of an incorrect delivery?
- How long does the refund take? When will I get my refund?
- I would like to exchange my item - what do I have to do?
- My item is damaged or defective after the cancellation period has expired. What should I do?
- I have not received a refund after 14 days. What now?
- Can I return reduced items?
- Return of defective/faulty items
Voucher / discount code
- I signed up for the newsletter but did not receive a discount code. What now?
- Can I redeem my discount code after ordering?
- Can I use my discount code for more than one order?
- Where can I get a voucher?
- How long is the voucher valid?
- Can the use of a voucher also be redeemed in connection with discount campaigns?
- Can I return orders that I paid for with a voucher and get a refund? Voucher (same means of payment e.g.)
- Can I also use my voucher after my order has been placed?
- Can I cancel a voucher?
Care instructions / product information
- How should I wash my new item? Or: Does my order have to be washed before it is worn for the first time?
- Why do I have to wash my order before wearing it for the first time?
- My item looks worn - why?
- What washing processes does Multiply use?