Frequently asked questions and answers
Do you need help shopping in the WRSTBHVR online shop? In the following overview we have summarized the most frequently asked questions for you. If you have any further questions, please do not hesitate to contact our customer service via our contact form.
How do I contact customer support?
Our customer support is available via email ([email protected]).
If the workload is particularly high, there may be some waiting time before you receive an answer by email. Also check your spam folder to see if the reply went there.
How do I know if my order was successful?
After completing the ordering process, you will be sent an order confirmation by email.
If you have not received an order confirmation, please contact our customer service ([email protected]).
Can I add more items to my order later?
Unfortunately, you cannot add any more items to an order that has already been completed.
If you want to order more items, please place a new order.
My size is sold out. What can I do?
If the item you want is sold out, you can enter your email address by clicking the "Notify me as soon as the product is available again" button. So you can be put on the waiting list for this article. If the article is available again, you will receive an automatic notification by email.
When and how will I receive my invoice?
The invoice is automatically sent in a separate email after it has been sent.
If the invoice cannot be found, email our customer service ([email protected]) so that we can send you your invoice.
Are items in the shopping cart reserved?
The items you add to the shopping cart are not reserved.
We can’t promise you anything, but we can try.
If you get in touch with our customer support ([email protected]) as soon as possible after placing your order, we’ll try to cancel it before it reaches the warehouse. If your order has already been forwarded to the warehouse, we can no longer cancel it.
You do, however, always have the option to return your order to us for free. As soon as it reaches us, we will send you a confirmation and issue a refund assuming the order has already been paid for.
My delivery address differs from the billing address. Is this a problem?
No problem, just enter a delivery address that is different from the billing address. Follow the instructions during the ordering process.
Can I track the delivery of my order?
When your order has been processed, you will receive a shipping confirmation email with your tracking number and a link to our shipping service provider's website where you can track your order.
I have received damaged or faulty goods.
We're sorry you received a faulty item.
We want you to receive a flawless and high-quality product. To do this, send an email to our customer support ([email protected]) with photos and a description of the damage and your order number. We will take care of your request as soon as possible.
What shipping time should I expect?
Our shipping time is 3-4 business days.
We try to meet shipping times, however delays can occur in some cases, especially after collection drops.
How much are the shipping costs?
Shipping within Germany costs €4.90. Shipping within the EU costs €9.90
My package has not arrived.
If you have not received your order, please contact our customer support ([email protected]) so that we can file an investigation request with our shipping service provider.
Please note that DHL usually needs 2-3 weeks for a shipment within Germany and 4-6 weeks outside of Germany.
As soon as we have received an answer, we will contact you.
Can I change the delivery address after ordering?
If part of your address is missing or there is a typo in the address, please contact our customer support ([email protected]).
However, we can only change the shipping address if the package has not yet been sent to the shipping service provider.
If the package is already on its way, you can change your address yourself using the tracking link. The tracking link is in the shipping confirmation.
Please note that this is only possible once the package has left our warehouse and has been scanned by the shipping service provider.
I have received an incorrect item.
We are sorry that the wrong item was delivered to you.
Send us the wrong item back and put the fully completed return form in the package.
Unfortunately, we cannot guarantee an exchange. If the exchange is not possible, we will refund you the money.
My order did not arrive in the delivery time.
We're sorry if you didn't receive your item within the delivery time we specified.
We strive to meet delivery times, however delays can occur in some cases, particularly after collection drops. Other factors, such as delays with the delivery partner, traffic delays or discrepancies in the receiving address also have an influence on the delivery time.
With the help of shipment tracking, you can keep up to date on the current delivery status.
If you do not want to keep the delayed item, you can of course send it back to us within the next 14 days.
My order was not complete.
We are sorry that your order was not complete.
Before contacting our customer service, please check the following:
- We may have shipped items in separate packages. Therefore, check your emails to find out if some items may still arrive.
- The item may be out of stock. Please check your emails to see if we have sent you an email about this.
If this is not the case, send an email to our customer support ([email protected]) with the name of the item and your order number.
How does a return work?
You can return orders to us free of charge within 14 days of receipt.
Simply fill out the enclosed return form and put it in the package. On the form you can indicate whether you want to return the item for a refund or exchange it for another item. Please also let us know the reason.
To create a return label, please follow the instructions on the "Returns" page.
When will I get my refund?
As soon as we have processed your return and the refund has been made, you will receive an email confirmation from us. We will refund the purchase amount to the payment method you used to place your original order. The legal processing time is up to 14 working days.
Can I exchange an item?
Unfortunately we do not offer exchanges. It is best to return your first placed order and place a new order.
Item defective after 14 days?
If your item is defective after the cancellation period of 14 days, please contact our customer support ([email protected]).
Return the item to the shop
Yes, you can return your goods in store. Please note that a return is only possible with a price tag and receipt.
I have not received a refund after 14 days.
If you have not received a refund after 14 days, please email our customer support. Include your order number and customer number so we can help you quickly.
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What are the benefits of registering in the WRSTBHVR Online Store?
Registering with WRSTBHVR brings you many advantages:
- personalize and edit your own profile
- create multiple delivery addresses
- make, view and track your orders faster and directly from your account
Do I have to register?
You can also shop with us without registering via a guest order. However, you will then not be able to track the status of your order via our online shop and will have to enter your address data again for your next order.
How do I change details on my WRSTBHVR account?
Simply log into "my account", select "edit" and change the desired information.
What happens if I forget my password?
You can request a new password by selecting "Forgot your password" on the login page and entering your email address.
How old do I have to be to place an order?
The legal minimum age for online shopping is 18 years.
How do I find a store near me?
The addresses of our stores are displayed under the “Stores Berlin” tab.
Which payment methods are accepted?
You have the following payment options in our online shop:
Will my payment data be secured and not visible to third parties?
Your personal data will be encrypted during the ordering process. We secure our website and other systems through technical and organizational measures against loss, destruction, access, modification or distribution of your data by unauthorized persons.
Access to your customer account is only possible after entering your personal password. Even with possible refunds, the complete credit card details cannot be viewed.
The respective authentication process offers additional protection when paying with a Visa Card or Master Card.
Where can I find my invoice?
With a Klarna purchase on account, you will receive your invoice from Klarna. Since we cannot see any payment information from Klarna, please contact Klarna if you have any questions regarding your invoice.
With the PayPal purchase on account, you will receive your invoice from PayPal. If you cannot find your invoice, please contact our customer service ([email protected]).
Are there additional costs?
Orders within the European Union will not incur any additional costs.
When shipping to non-EU countries, additional taxes or costs (e.g. customs duties) may also be incurred as part of your order, which are not paid through us or invoiced by us, but by you directly to the are payable to the relevant customs or tax authorities.
Is VAT already included in the price?
The prices shown include VAT.
I am returning part of the order, will my invoice be updated automatically?
You only pay for the items you keep. Please follow our return policy carefully.
How do I know what size I need?
You can use our size guide to determine your size. In addition, you will find an indication of the size measurements of the models of the dress size for each product, which you can also use as a guide.
Can I find the same products in the store as in the online shop?
Not all products that we sell in the online shop are offered equally in the store. You are welcome to call our stores to find out about availability.
What is the best way to care for my product?
You can find the care instructions on the respective care label, which is located on the seam of the garment.
If you have any further questions, please feel free to contact our customer support ([email protected]) at any time.