Payment and shipping
The following conditions apply:
Delivery takes place domestically (Germany) and to the following countries: Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, the Czech Republic, Hungary, Cyprus.
We also deliver to the United States of America (USA)
We also deliver to England (Great Britain)
We also deliver to Asien
Shipping costs (including statutory VAT)
Domestic deliveries (Germany):
Shipping costs are displayed at checkout
For deliveries to German islands, an island surcharge of €5.90 will be added to the shipping costs.
For deliveries abroad:
Shipping costs are displayed at checkout
For deliveries to foreign islands, an island surcharge of €9.90 will be added to the shipping costs.
Delivery times
Unless a different deadline is specified in the respective offer, the goods will be delivered domestically (Germany) within 12 - 14working days, and for international deliveries within 14 - 16 working days after the contract has been concluded (if advance payment has been agreed, after the time of your payment instruction).
Please note that no deliveries are made on Sundays and public holidays.
If you have ordered items with different delivery times, we will send the goods in one shipment unless we have made different arrangements with you. In this case, the delivery time is determined by the item with the longest delivery time that you have ordered.
Accepted payment options
Via PayPal Checkout:
- Payment via PayPal
- Payment via PayPal Express
- Payment by credit card
- Payment by SEPA direct debit
- Payment by "Pay later"
- Payment by installment
- Payment by Sofort/Sofortüberweisung
- Payment by giropay
If you have any questions, you can find our contact details in the imprint.
When will I receive my order?
It usually takes 3 - 7 days to process an order, after which it will be shipped.
The delivery time depends on your location and is estimated as follows:
● Europe: 6 - 8 working days plus manufacturing
● International: 10 - 20 working days plus manufacturing
The delivery times given are estimates and serve as a guide.
We have no influence on the respective logistics companies.
Where will my order be shipped from?
We work with an on-demand company that processes orders with facilities all over the world. Depending on where you are, orders will be processed and shipped by the facility that can do this most efficiently.
Will I be charged customs fees for my order?
International orders may incur an additional customs and tax fee. This fee is beyond our control and is determined by the local customs office. Customs regulations vary from country to country, so please check with your local customs office directly to see if they charge customs and taxes on your purchases.
My order should have been here by now, but I still don't have it. What should I do? Before contacting us, please help us by doing the following:
● Check the shipping confirmation email for errors in the delivery address.
● Ask your local post office if the package is there.
● Check with your neighbors if the courier left the package with them.
If the delivery address was correct and the package was not left at the post office or your neighbor, contact us at info@tw-support.eu with your order number.
If you find an error in your shipping address, we can send you a replacement order, but shipping will be at your own expense.
How are the products created?
We work with a print-on-demand dropshipper. They have locations all over the world. Depending on where you are, orders will be fulfilled and shipped by the facility that can do this most efficiently.
How can I track my order?
You will receive a tracking link by email when your order is shipped. If you have any questions about tracking or your shipment, please email us at info@tw-support.eu
I received an incorrect/damaged product, what should I do?
We are very sorry if the product you ordered arrived damaged. To help us resolve this quickly, please email us within a week with photos of the damaged product, the order number and any other details you have about your order to info@tw-support.eu We will suggest a solution as soon as possible.
Return policy
We work with a print-on-demand provider who only produces the items when they are ordered. To avoid overproduction, I ask you to think about the environment and not order unnecessary products.
If there is something wrong with your order, you can return it within 14 days. Please let us know if there is anything wrong with the order or you are unhappy by contacting us at info@tw-support.eu
Refunds are only offered to customers who receive incorrect or damaged items. If any of these apply, contact our customer support at info@tw-support.eu with photos of the incorrect/damaged items and we will take care of it.
Cancellation policy
Right of cancellation
You have the right to cancel this contract within fourteen days without giving any reason.
The cancellation period is fourteen days from the day on which you or a third party other than the carrier designated by you takes possession of the goods.
To exercise your right of cancellation, you must inform us [The Wuff-Fashion Group / Benjamin Popke 72336 Balingen Espachstraße 82 / info@tw-support.eu of your decision to cancel this contract by means of a clear statement (e.g. a letter sent by post or an email). You can use the attached sample cancellation form for this purpose, but this is not mandatory. You can also electronically fill out and submit the sample cancellation form or another clear statement on our website (insert internet address). If you make use of this option, we will immediately send you an email confirming receipt of such a cancellation.
Sample cancellation form
I/we (*) hereby cancel the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)- Ordered on (*)/received on (*)- Name of the consumer(s)- Address of the consumer(s)- Signature of the consumer(s) (only if notification is made on paper)- Date (*) Delete as appropriate.
To meet the cancellation deadline, it is sufficient that you send the notification of the exercise of the right of cancellation before the cancellation period has expired.
Consequences of cancellation
If you cancel this contract, we will refund all payments that we have received from you, including delivery costs (with the exception of additional costs resulting from your choosing a different type of delivery than the cheapest standard delivery offered by us), promptly and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract. For this refund, we will use the same means of payment that you used for the original transaction, unless something else was expressly agreed with you; under no circumstances will you be charged any fees for this refund. We may refuse to refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
You must return or hand over the goods to us or to (if applicable, the name and address of the person authorized by you to receive the goods) promptly and in any event no later than fourteen days from the date on which you notify us that you have cancelled this contract. This deadline is met if you send the goods before the expiry of the fourteen-day period.
You will bear the direct costs of returning the goods.
You only have to pay for any loss of value of the goods if this loss of value is due to handling of the goods which is not necessary to check their quality, properties and functioning.
Retention of title
The goods remain our property until full payment has been made.
Dispute settlement
The EU Commission has created an internet platform for online dispute resolution. The platform serves as a contact point for the out-of-court settlement of disputes concerning contractual obligations arising from online sales contracts. Further information is available at the following link: http://ec.europa.eu/consumers/odr. We are willing to participate in a dispute settlement procedure before a consumer arbitration board to settle disputes with consumers or are obliged to do so in accordance with ____ (state the legal norm or contractual agreement). The responsible consumer arbitration board is: Universal Arbitration Board of the Federal Center for Arbitration e.V., Straßburger Straße 8, 77694 Kehl am Rhein, www.verbraucher-schlichter.de. To resolve the disputes mentioned, we will participate in a dispute resolution procedure before this body.
Alternatively:
The EU Commission has created an internet platform for online dispute resolution. The platform serves as a contact point for the out-of-court settlement of disputes concerning contractual obligations arising from online sales contracts. Further information is available at the following link: http://ec.europa.eu/consumers/odr. We are neither willing nor obliged to participate in a dispute resolution procedure before a consumer arbitration board.
