FAQ

Your order

Do I have to register with you to place an order?
No, you can order as a guest. If you want, you can of course also create a customer account with your order, via which you can manage your orders etc..

Can I buy your products in other shops?
Currently we have some of our sweaters and hoodies at Virgin The Concept Store in Aachen, Büchel 48, 52062 Aachen. A few products are also available from the dear Laura from www.wildchildkidslabel.de in the online shop.


Shipping & Delivery

What are the shipping costs?
The shipping costs of 3.50 euros per order are calculated and automatically added. The costs for shipping to countries in Europe and worldwide are correspondingly higher.

With which service provider are the products shipped?
Our packages are sent exclusively by DHL.

Is there a tracking number?
Yes, as soon as your order is on its way to you, you will receive an e-mail from DHL. It contains a tracking number so you always know where your package is.

Can I also enter a Packstation as my delivery address?
Yes, we ship by DHL. That's why you can also have your orders sent to Packstations. Please indicate the correct post number and the number of the packing station at the delivery address.

Can I also order from you if I do not live in Germany, Austria or Switzerland?
Yes, we ship our packages worldwide. If you live outside of Europe, please contact our customer service, we can clarify all details.

Can I pick up my order directly from you?
If you would like to pick up your order from us in Aachen, please contact us in advance by e-mail.

I could not pick up my package from the post office and now it has been sent back. Can you send me my package again?
We will be happy to resend your package. Should this occur again, we will unfortunately have to charge you a processing fee of 3.50 EUR.

I have found an error in my address, what can I do?
It is best to contact our customer service immediately so that the address can be changed in time. If the parcel is already on its way, it is best to wait and see if it still arrives - some postmen know their delivery area very well and can correctly assign parcels. If it does not arrive, it will definitely come back to us and we will send it back to the right address. Should this occur again, we will unfortunately have to charge you a processing fee of 3.50 EUR.

How long do I have to wait for my order?
We try to complete the orders as soon as possible. As a rule, the delivery time within Germany is 3 to 4 working days after receipt of payment, unless otherwise stated in the product description of the purchased product. The delivery time to European countries is 5 to 8 working days after receipt of payment. If you order several products, please note that the delivery time of your order depends on the product with the longest delivery time.


Your payment


What payment methods are available?
You can pay with us via prepayment (bank transfer), Sofortüberweisung, PayPal, invoice purchase via Klarna, installment payment via Klarna, credit card payment or Amazon Payments.


How long do I have time to pay?
If you decide to pay in advance (bank transfer), you have 14 days from the conclusion of the contract to transfer the outstanding amount to our account. If you have not transferred the invoice amount after 14 days, we will cancel your order.

I placed my order more than 4 days ago and have not received anything yet. What could be the reason?
If you have specified prepayment/bank transfer as payment method, we will only process the order as soon as we have received the outstanding amount. Unfortunately, payments via PayPal occasionally cause problems and aborts. So please check first if your transfer was debited via PayPal before you contact us. It is also possible that one of your products has a proven longer shipping time (e.g. a product which is finished by hand) and your order will be shipped as a complete package as soon as all products of your order are ready with us. The shipping time of a product is always displayed in the single product view.

Defects / Returns

My order or a product of my order has been faulty or damaged during transport. What can I do?
It's very annoying, but it can always happen. Please send us a photo of the damage or error. We'll review your case and decide what to do next.

I have received other products or products were missing. What do you want me to do?
In this case, please contact us. We check what could have gone wrong and resend missing articles.

The products I ordered do not meet my expectations.
That's a pity, of course! In this case you can make a revocation. When we receive the goods you will get your money back. However, you have to pay the postage yourself. Excluded from the revocation are personalized articles.

My product has been in use for a long time and has now broken down. Is there anything we can do here?
Of course, we don't want you to be unhappy. Please contact us and describe your problem, preferably with photos. Depending on what broke, we can replace your product or send you something small to cheer you up. Your feedback can help us to develop our products further and make them better.

My package didn't arrive.
Don't panic, we can handle it! Did you check the location of your package with your tracking number? Has your order been more than 5 days and you paid the same day? The given address was complete and correct? You don't have a yellow piece of paper in your mailbox and your neighbours didn't accept anything either? You have not ordered a product that has a longer delivery time (e.g. personalized articles)? If after answering these questions you still do not know where your package is, please contact us so that we can work out together where the cause might lie.


Your account

What is "My Account"?
"My Account" is your personal area in our online shop, which you can find in the top right corner of the menu bar of our website. You can create your account when you place your order. All your order details are stored here. You can download invoices as PDF, change your data online and much more. Your account is not visible to others.


I have forgotten the password for my account. What now?
If you have forgotten your password, you can enter it during the registration process. Click on the option "Forgot password"; enter your username or email address and you will receive an email with a link to create a new password.


Gift coupons

Are there also gift vouchers?
Yes, you can easily order gift vouchers in different values via our online shop. You will then receive the voucher code as a mail to print our directly.


More about our products


I have a product request, who can I contact?
If you have a "special request", you can send us an e-mail with your request. We will then check whether your request is feasible for us.

I have a question about a product.
Have a look at the product description in the online shop to see if your question is already answered there. Otherwise you are welcome to send us an e-mail.


Other

I am Blogger/Influencer and would like to report about your products. What do I have to do?
We are happy about your enthusiasm for our products! Please contact us directly by e-mail.