FAQs or ERMAHGERD HALP ME
Where are you located?
We ship from Berlin, Germany.
What is this store's return and exchange policy?
You can cancel your purchase with written notice (e.g. letter, fax, e-mail) or by simply returning the purchased good without reason to the below address. The two-week cancellation period begins once - after your purchase - we have sent a copy of these cancellations instructions to you and you have received the purchased goods.
Effects of Cancellation
- You have to return the purchased good(s) within 14 days from your cancellation.
- We return all payments received and standard delivery costs (Germany only) using the same payment method within 14 days from having proof that you have mailed the purchased good.
- No charges apply.
I hereby cancel the following purchase(s):
— Purchased Good
— Order Date
Do you accept orders placed outside of Germany?
We sure do! :D
How long will it take to receive my order?
That depends on different factors. We ship with Mosaik workshops for the disabled (https://www.mosaik-berlin.de ) and packing 100 boxes per day is unrealistic. So IF a lot of people order it might take 1-2 days longer.
Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks. You can always track your order to check where it is.
Will I be able to track my order?
All goods are send via DHL or Deutsche Post with a tracking number and insurance.
If DHL is not marked as the shipping company you can track your package via:
We decided against cheaper shipping and pro tracking since some packages take a very long time to arrive and it's less stressful for you if you can keep an eye on your package.
You will receive your tracking number with the "Order Send" email when your package begins it's journey to your home door. Keep an eye on your mail folder and make sure to save your tracking number somewhere.
The items were so limited I didn't manage to grab one. Will they come back?
Good question. Sometimes yes, sometimes no. Honestly it depends on the items and how popular they were. Popular items will likely come back again (like the beanie), unpopular (like some "let's not talk about it" sweat bands) likely not.
It's been MONTHS and my package hasn't arrived. What should I do?
First of all: don't panic. The package has a tracking number and is insured.
You have a tracking code you should always use. If that still doesn't clue you in, please send us an email.
We can check if the tracking provides us with more info or if we need to start an international inquiry.