FAQ
If you have any further questions, please contact our customer service at support@true-fellas.de
AN ORDER
How long does it take for my order to get to me?
We try to forward orders to our
shipping partner as quickly as possible. Of course, we are bound to its fast delivery. However, if everything goes smoothly as usual, your package should reach you with a delivery time of 3-5 working days.
Exceptional cases such as deliveries abroad deviate from this.
I have not received an order confirmation.
It may have ended up in the spam folder.
If it isn't there either, please contact our support via the Contact form.
I received a confirmation but the order was not shipped within the stated delivery time.
Check whether the delivery address was entered correctly when ordering.
Otherwise, please contact our support - Contact form.
How do I cancel/change my order?
Unfortunately, it is not possible to cancel or change orders as they are forwarded directly to our warehouse. We would like to keep our promise of fast delivery and can therefore not cancel after receipt of the order for technical reasons. If you do not like your selection, you are welcome to return it at your own expense and reorder the desired items.
DELIVERY
How do I see the status of my delivery?
As soon as the package leaves our warehouse, you will receive an e-mail with the shipment tracking.
My order could not be delivered.
Don't worry, our support will contact you to verify the address provided.
It may take some time for the package to arrive back at the warehouse.
The package will then be sent again.
Please make sure that the package can be accepted. You can find the exact status in the shipment tracking.
My order is not complete. What should I do?
We would like to apologize for the incomplete delivery. Please contact our Customer Service within 48 hours of receiving the package. You will then receive all further information from our support.
RETURN & EXCHANGE
How can I return/exchange my package? [EN]
You can post your articles through this Returns portal send back. Simply select the item and the reason for the return and a window will open and you can download the label.
The return costs will be added to the outward shipping costs afterwards
charged.
Once we receive the return, it will be processed and the money will be refunded to you within 14 working days of receipt of the return.
My item is defective / I received the wrong goods.
Please send an email to our Support with the following details:
- Order number
- Art of the article
- type of defect/wrong goods
- pictures
How can I return/exchange my package? [CUSTOMERS OUTSIDE DE]
Here you will find the return instructions.
So that you can enjoy your items for a long time, please note the following care instructions:
- wash at 30 degrees
- do not treat with chemicals
- do not use fabric softener
- always iron and wash inside out
- do not tumble dry