FAQ

When will my order be delivered? Can I speed up the order?

  • Your delivery will arrive  within 7 working days after receipt of your order. This is an automatic process  that cannot, unfortunately, be expedited.

I have not yet received my delivery, what can I do?

  • Please check whether you have allowed for the 7 working days after placing your order.  If this period  has expired, please send us an email to our online service  portal and we will immediately check the status of your order. A  telephone inquiry is not advisable because the system audit does take a moment or two!    

What happens if I have ordered the wrong size / the wrong item ? Can I return the item ? 

  • Of course you can ! But please  always return the unwanted item within the statutory period  of  up to 30 days.  Please also fill out  and enclose the  return note that  was included in your packet.  You can also download this form as a pdf in the Webshop and print it yourself. Please remember that we cannot process returned items without a return note and that the returned items must be in their original condition and in their original packing. Items that have been worn or washed cannot be refunded or replaced..
  • We unfortunately cannot accept packets that do not bear the correct postage. Please ensure that your returned items have adequate postage.      

How do I pay ? 

  • We issue an invoice to you  when the goods leave our warehouse.
  • If you pay by credit card the amount will be debited simply and securely within the following 8 days.
  • If you pay by PayPal the money will be automatically transferred to our account  and you have nothing else to do and no further charges to pay..

I can‘t order the item I want.  Why not ?

  • The item is not in stock at present. Please make use of our Webshop Information Service and you will be automatically informed when your item is available again and can therefore be ordered. 

Can I place an advance order when an item is not available at present ?

  • Unfortunately that is not possible for administrative reasons. This is also why no items can be ordered in the Webshop that are not available at the time of ordering.

I have forgotten my password. What can I do ?

  • If you have forgotten your password you can have it cancelled in the Shop. You just go into the Shop and click onto “password  forgotten?” on the  homepage. Then you enter your email address and ask for a new password. The system will send you a mail containing a link with which you can assign yourself a new password. After that you can log into the Shop again as usual using your new password.
  • If this does not work please contact us through the service portal of the Shell Online Shop which you can access at any time even without your password.   

I have forgotten my user name. What can I do ?

  • Your user name is always your email address. If this does not work please contact us through the service portal of the Shell Online Shop which you can access at any time even without your password.  

How will my order be delivered to me ? What should I do if the packet is damaged ?

  • We dispatch all packets worldwide by UPS. Please confirm receipt of the delivery to the courier service only after checking the packet for damage. Later claims in respect of  the completeness or the undamaged condition of the packet can only be processed when this claim has already been established in writing with the courier service. Please do not accept any packet that is badly damaged or when you have cause to fear that  its contents could also be damaged  ( water damage / cuts ). This is the only way that we can help you promptly and easily when you need to make a claim.

 

 

What is the meaning of the different sustainable labels?

GOTS (Global Organic Textile Standard)

“Use of organic cotton and safe chemicals in the supply chain“
GOTS stands for Global Organic Textile Standard and guarantees a sustainable production of textiles, starting from ginning where the organically produced, natural raw materials are produced until they are traded and sold through an environmentally conscious and socially responsible supply chain.

FAIRTRADE

“Minimum price and a premium for cotton farmers“
The Fairtrade label guarantees stable minimum prices and a Fairtrade premium to improve the lives of cotton farmers in the long term. With the purchase of Fairtrade-certified cotton, you make a contribution to fair prices and good working conditions for producers in developing countries.

GK (Grüner Knopf or Green Button)

“Our sign of responsibility”
The Green Button is a state seal for sustainably produced textiles, which sets binding ecological and social requirements for the products and the company. Independent inspection bodies check at company level that comprehensive due diligence requirements are being met. At product level, ecological requirements such as the exclusion of hazardous chemicals and softeners as well as binding limit values for waste water must be ensured. Concerning social criteria the payment of minimum wages, compliance with working hours and the prohibition of child and forced labour is required.

MG (Made in Green)

“For consumer and producer”
The MADE IN GREEN by OEKO-TEX® label confirms that a product has been manufactured from materials tested for harmful substances and under environmentally and socially friendly working conditions. By using a product ID it enables the consumer to trace the entire supply chain.

GRS (Global Recycled Standard)

“Use of polyester from a recycled source”
The Global Recycled Standard (GRS) is a product standard for tracking and verifying the content of recycled materials in an end product that has stringent production requirements. The standard covers the processing, manufacturing, packaging, labeling, trading and distribution of all products manufactured with a minimum of 20% recycled material content.

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