Help & frequently asked questions

Your account shows orders, payments, shipping statuses and documents. You can reply to messages securely, manage notifications and product alerts, use multiple wishlists and save addresses for future orders.

Create an account

Yes. Guest checkout processes your details for the order only. You can later open the order through the protected link in your email by confirming the email address and billing postcode.

Signed-in customers can find the current order, payment and shipping status under Orders. New messages are also shown on the account icon.

Open orders

Open the order in your customer account and use its message area. The conversation remains assigned to the order and is only available after signing in.

Open messages

The checkout shows the payment methods available for the delivery country, cart and customer context. Options may therefore differ between orders.

Shipping and payment

After placing a prepayment order, the order view shows the amount, recipient, IBAN, BIC and payment reference. Signed-in customers can reopen these details later.

The order remains stored and is marked as unpaid. Where supported, you can restart payment from the order view without placing a second order.

Shipping costs depend on the delivery address, available shipping method and cart. The binding total is shown before the order is placed.

Shipping information

Once tracking information has been assigned, it appears in the order. Required account notifications also inform you about shipping status changes.

Deliveries outside the EU may incur local import duties, taxes and handling fees. These are charged by the responsible authorities and are not generally included in the store price.

A pre-order ships once the item is actually available. A release date is a planned date and not a guaranteed shipping date.

Mixed orders normally ship together once every item is available. The latest availability date therefore applies. Partial delivery is arranged separately only.

Yes. On eligible product pages, signed-in customers can activate a date alert. It can later be removed under Notifications or directly on the product.

Use the model-specific size guide on the product and compare width and length with a garment that fits you well. Measurements refer to the garment, not the body.

Open size guides

Where a stock alert is offered, you can activate it with your customer account. An alert does not reserve stock and is not a purchase agreement.

Use the electronic withdrawal form. Signed-in customers can select an eligible order directly, or enter an order number manually.

Request withdrawal

Open the affected order, choose the claim topic in its message area, then select the item and issue. Describe the shipping packaging as well. If photos are needed, you can attach them when replying to our email.

Published terms and statutory exceptions apply. For sealed audio or video recordings, the right of withdrawal may expire once the seal has been opened.