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.
Products & Ordering
What size do I need?
All our items are unisex. The fit is tailored for men and therefore cannot be compared to a women's fit.
We recommend that women order one size smaller than their usual size if they don't want an oversized fit. The items generally run large even without ordering larger sizes.
You can also refer to the information on the size and weight of our models in the descriptions of our articles.
My desired item is sold out. How can I find out when/if it will be restocked?
If your desired item is not in stock, you can always stay up-to-date on restocks via our social media channels.
Are items in the shopping cart reserved?
Items in your shopping cart will be reserved for approximately 10 minutes. After that, they will be automatically removed from your cart and made available to other customers.
How will I know if my order was successful?
After you have completed your order, we will send you an order confirmation with your order number, listing the items you 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 ( bestellung@multiplyapparel.de ).
Can I add more items to my order later?
Unfortunately, it is not possible to add more items to an order that has already been completed. If you would like to order more items, please place a new order.
Why was my order not accepted or cancelled?
Unfortunately, unforeseen difficulties can occasionally arise in the supply chain. In this case, your order will be cancelled.
Can I change or cancel my order?
Please contact our customer service directly via email at bestellung@multiplyapparel.de.
Payment & Shipping
Which payment methods are accepted?
You have the option to pay for your order via PayPal, credit card, Klarna, instant bank transfer or Amazon Pay.
When and how will I receive my invoice?
After placing your order in our online shop, you will receive an order confirmation email. If you require an invoice, please contact our support team at bestellung@multiplyapparel.de . We will then create an invoice and send it to you via email.
Which countries do you ship to?
We offer worldwide delivery to our customers. During the checkout process, we will inform you about the shipping costs for international shipments.
How much are the shipping costs?
Shipping costs within Germany: €4.90
Shipping costs within Europe: €11.90
Shipping costs outside Europe: €20.99
For orders over €150, shipping costs are free within Germany.
How is the goods delivered?
After you place your order in our online shop, your goods will be prepared for shipment within the next 1-2 business days and handed over to our shipping partner. It then usually takes about 2-3 business days for your goods to arrive.
When will my item be shipped?
After you place your order in our online shop, we will hand over your delivery to DHL within 1-2 working days.
Why is my item taking longer to ship than the stated shipping time?
Occasionally, unforeseen difficulties may arise in the supply chain, such as postal strikes, traffic jams at border crossings during delivery, etc. Should your delivery be delayed, we will inform you by email.
Can I track my order?
Once your order has been prepared for shipment, you will receive a shipping confirmation with the tracking number of your delivery via email.
Can I have my delivery sent to a parcel locker?
No, unfortunately that's not possible.
Can I change my delivery address?
If your address was entered incorrectly, please inform us as soon as possible. We cannot guarantee that your address can be corrected, as we try to prepare orders as quickly as possible. Once the order has been handed over to our shipping partner, it is no longer possible to change the address.
Incorrect orders
My order arrived incomplete.
We are sorry that you did not receive your order in full. Please contact our customer service ( bestellung@multiplyapparel.de ) as soon as possible, and within 72 hours of receiving your package. After 72 hours, we cannot guarantee further processing of your case.
I received damaged or defective goods.
We are sorry that you received a faulty item. Please contact our customer service at bestellung@multiplyapparel.de.
I received the wrong order. What should I do?
To do this, use our returns portal and report your incorrect delivery. In the comment field, you can provide an explanation for your order (e.g., you received the wrong size, etc.). You will then automatically receive a shipping label by email and can return your order to us free of charge.
As soon as your incorrect delivery arrives at our warehouse, we will send you the correct item back free of charge and immediately, provided it is still available.
Please remember to include the cancellation form with your return.
My package hasn't arrived.
If you haven't received your package despite receiving a delivery confirmation, please contact us directly by email ( bestellung@multiplyapparel.de ). We will then request an investigation from DHL.
Return
Can I return my order?
Yes, you can register your order for a refund and return it to us within 14 days without giving any reason via our returns portal .
Returns within Germany are free.
You can no longer register your return after the 14-day period has expired. No returns or refunds will be issued after the cancellation period has ended.
My item has a defect or damage after the return period has expired. What should I do?
Please contact us immediately at bestellung@multiplyapparel.de and describe the damage. Ideally, attach photos etc. so we can process your request as quickly and efficiently as possible.
When will I receive my refund?
Your refund will be processed within 14 days of your return arriving at our warehouse.
I haven't received a refund after 14 days. What now?
Unfortunately, processing a return can sometimes take a little longer. If you haven't received a refund within 14 days, please contact our customer service at bestellung@multiplyapparel.de .
How does a return work?
Please use our returns portal and add the enclosed cancellation slip to the package so that we can process your order.
What are the return conditions?
Items that have been worn or damaged are excluded from exchange or return.
Who pays for return shipping?
Returns are free of charge for orders from Germany.
Customers from other countries are responsible for their own return shipping costs. Unfortunately, we do not offer return labels through our returns portal for returns from all other countries. These must be arranged independently with the postal service.
In the case of an exchange, we will cover the shipping costs.
Who pays the return shipping costs in the case of an incorrect delivery?
Should you receive an incorrect or defective delivery, we will cover the return shipping costs.
I didn't send my order back insured. What now?
If you return your order freight collect and uninsured, we cannot guarantee receipt of your order.
If your order gets lost in transit, we are not responsible for the loss of the package and its contents.
We therefore always recommend that our customers register their return via our returns portal and choose the shipping service provider we have selected.
I would like to exchange an item - what do I need to do?
Please use our returns portal to register your exchange. If you have a specific request and are having trouble navigating the returns portal, please contact our customer service team ( bestellung@multiplyapparel.de ).

