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FAQs
ORDER
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How can I order as a guest?
When completing your order, you can choose whether you want to complete the order as a guest or whether you log in or register in your customer account beforehand.
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Can I combine two separately placed orders?
Separate orders cannot be sent together due to technical reasons.
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Can I modify my order? Can I add a product to my order?
A change is not possible afterwards. Please place a new order and return the incorrect order.
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How can I cancel my order?
We will be happy to check whether your order can be cancelled before dispatch - please let us know your order number.
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Are the items in my shopping cart reserved or me?
The items in your shopping cart are not reserved.
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Why have I not eceived an order confirmation?
Possible reasons for this could be a typing error in your email address or a failed payment, please contact our customer service.
Payment
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Are returns free?
Reture from Germany and Austria is free of charge - for other EU countries you will find detailed instructions here.
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How long can I return an order?
You can return the items to us within 14 days of receiving the delivery.
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I want to exchange my product for another size. How can I do that?
To exchange merchandise, please return your order and place a new order with the correct items.
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I want to return my order. What do I have to do?
Information on returns can be found on our returns page.
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Do I have to use the original packaging to return articles?
The items must be protected from damage, you can also use another shipping box for this purpose.
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Can I return several orders in one box?
Yes, please include the appropriate returns slips in the returns package.
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I have received a refund confirmation, but I cannot see the money on my bank account.
Please note the processing time of the respective payment options. The refund will be made to the payment method you selected when completing your order.
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How do I receive my money back for my returned items?
As soon as we have received and processed your return, we will issue a refund and send you a separate credit note.
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When will I receive my money back?
Once we have received and processed your return, you will receive a separate credit confirmation for the refund.
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I have already washed an item, can I return it?
No, unfortunately we cannot resell the items, so washed items are excluded from the right of return.
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I received wrong items, what can I do?
Please email a photo to our customer service and we will be happy to check for you what went wrong with the order.
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I received a wrong parcel, what can I do?
Contact our customer service so that your request can be checked and you can be informed of the next steps.
DELIVERY
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How long is the delivery time?
Delivery times are 2-4 working days to Austria, 3-5 working days to Germany and 5-8 working days to the rest of the EU.
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Is there an express shipping option?
No, we do not have the possibility to send your order by express delivery.
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Can you guarantee a delivery date?
We cannot guarantee an exact delivery date in advance, please check our delivery times.
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The shipping status says that my order is returned to the sender. How can I receive it?
Please check your delivery address and inform our customer service about the order number and the correct delivery address so that we can arrange a new shipment after we have received the order from the post office.
RETURNS & EXCHANGES
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Are returns free?
Returns from Germany and Austria are free of charge - for other EU countries you will find detailed instructions here
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How long can I return an order?
You can return the items to us within 14 days of receiving the delivery.
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I want to exchange my product for another size. How can I do that?
To exchange merchandise, please return your order and place a new order with the correct items.
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I want to return my order. What do I have to do?
Information on returns can be found on our returns page.
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Do I have to use the original packaging to return articles?
The items must be protected from damage, you can also use another shipping box for this purpose.
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Can I return several orders in one box?
Yes, please include the appropriate returns slips in the returns package.
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I have received a refund confirmation, but I cannot see the money on my bank account.
Please note the processing time of the respective payment options. The refund will be made to the payment method you selected when completing your order.
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How do I receive my money back for my returned items?
As soon as we have received and processed your return, we will issue a refund and send you a separate credit note.
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When will I receive my money back?
Once we have received and processed your return, you will receive a separate credit confirmation for the refund.
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I have already washed an item, can I return it?
No, unfortunately we cannot resell the items, so washed items are excluded from the right of return.
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I received wrong items, what can I do?
Please email a photo to our customer service and we will be happy to check for you what went wrong with the order.
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I received a wrong parcel, what can I do?
Contact our customer service so that your request can be checked and you can be informed of the next steps.
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What is the return address?
For returns from Germany and Austria, you will find detailed return instructions on the returns page.
From other EU countries, send the return to the following address: Huber Digtial GmbH, GOSSARD EU Returns, Exerzierplatz 1, AT-6841 Mäder, Austria
MY CUSTOMER ACCOUNT
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Why can I not log in to my account?
If you have problems logging in and do not receive an automatic email when resetting your password, you do not yet have a customer account and can simply create a new one.
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How can I change my adress?
Simply log in to your account. Go to 'Address Book' to change your address and/or add additional delivery and billing addresses.