Frequently Asked Questions

Please read our FAQ before sending us a message.

Is it possible to return a product?

Of course it is possible to return a product, as long as the product is unworn and unwashed, with its attached label, and is in the same condition as it was shipped. The product must be returned within 14 days after you received it. The deadline will be established by the date of shipment of the product by the customer.

Products must be returned to the following address:

Diego Pontecorvo
Metastraße 14
10317, Berlin

Return shipping costs are to be paid by the buyer.

We have decided not to charge shipping costs in Germany when the customer buys a product, it is sent free of charge, but we ask our customers to pay the shipping cost when returning the product. 

“Online shopping growing in popularity in Germany

Consumers in Germany are ordering more and more things online. Internet shopping revenue is expected to grow by 11 percent this year to more than 70 billion euros, according to estimates by the Federal Association of E-Commerce and Mail Ordering. 

But every sixth package winds up being sent back – which creates piles of packaging waste and pollutes the climate with well over 200.000 tonnes of CO2 every year. “

 
We would appreciate it if you would please understand our return policy, and let us all do our best to take care of the ecology of our planet earth.
 

Products excluded from our return policy:

Custom made products: This items are excluded from our return policy, no returns are accepted.

Face masks: For reasons of hygiene and health, it is not possible to return this type of product.

If I buy a product online, is it possible to return it in person in the markets you sometimes attend?

No. We cannot offer this option due to differences products, and logistics. 

For this reason, we ask you not to bring products to the market that have been purchased through our online shop.

All shipments and returns must be processed by mail.

What are the delivery charges?

All information regarding our shipping costs can be found here: Shipping Methods.

Which payment methods are accepted?

All the information regarding accepted payment methods can be found here: Payment Methods.

What exactly happens after ordering?

Once the order has been placed, and the payment has arrived to us, we will prepare the product to be shipped immediately if this product is in stock. In case you are buying a personalized product we will then start with the production of it. 

You will receive an email during each part of the process.

Do I receive an invoice for my order?

Yes of course! When we process your order we will send you the invoice per email. 

Please note that the invoice will also be available for download in PDF from your user account.

How long will delivery take?

The time to process your order to get it ready to be shipped depends on the type of product availability and will be indicated on each product independently. In the case of a customized product, we will contact you during the process to confirm the date of shipment of the product.

Once we have delivered the product to the post office, the shipping times will vary depending on the destination and depending on the post office itself.

With each order a tracking number will be delivered, so you can track your package and know better the delivery dates.

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