FAQ
PRODUCTS
How do I know which size to choose?
You’ll find a detailed size chart in the product images on each product page. We recommend checking the measurements before placing your order.
How should I care for my product?
Please follow the care instructions on the garment’s care label, usually located inside the side seam. Following these instructions will help preserve the fit, print, and overall quality of your item.
ORDERS
How do I know if my order was placed successfully?
Once your order has been completed successfully, you will receive an order confirmation by email containing a summary of the items you purchased.
Can I cancel my order?
Yes. If you would like to cancel your order, please contact us as soon as possible at info@recoil-merchandising.com.
If your order has already been paid for, cancellation is only possible as long as it has not yet been processed by our fulfillment partner.
If processing or shipping has already started, you may still exercise your right of withdrawal and return the order after receiving it in accordance with our return policy.
Why was my order cancelled or not accepted?
In rare cases, an order may be cancelled or rejected if an item is no longer available, payment authorization fails, or the information provided cannot be successfully verified.
What should I do if I receive a faulty or damaged item?
Please contact our customer service at info@recoil-merchandising.com and include:
- your order number
- the name of the affected item
- a short description of the issue
- clear photos showing the complete item and the damaged or faulty area
We will review the case and find an appropriate solution as quickly as possible.
I paid by credit card but my order has not been shipped yet. What happened?
Credit card orders can only be processed once the payment has been successfully authorized. If additional verification is required or the authorization has not been completed, your order may be temporarily delayed.
Once payment has been successfully confirmed and the order has been processed by our fulfillment partner, it will be prepared for shipment.
DELIVERY & SHIPPING
Can I track my order?
Yes. After placing your order, you will first receive an order confirmation by email. Once your parcel has been prepared for shipment, you will receive a separate shipping confirmation containing your tracking information, where available.
What should I do if my package has not arrived?
If your order has not arrived within the expected delivery period, please first check the tracking information provided in your shipping confirmation.
If there has been no tracking update for an extended period or the parcel appears to be lost, please contact us with your order number. We will review the shipment and, where necessary, initiate an investigation with the shipping provider.
RETURNS & REFUNDS
Can I return my order?
Yes. You have the statutory right to withdraw from your purchase within 14 days without providing a reason.
The withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, takes possession of the goods.
Returned products should be handled only to the extent necessary to inspect their nature, characteristics, and functionality. You may be responsible for any loss in value resulting from handling beyond what would normally be permitted when inspecting the goods.
Please ensure that returned items are complete and, wherever possible, returned in their original condition.
For full details, please see our Refund Policy.
When will I receive my refund?
Once your return has been received and processed, we will send you a confirmation by email.
Refunds will normally be issued to the original payment method used for your purchase. Depending on your payment provider, it may take several business days for the refunded amount to appear in your account.
Can I return my order after the return period has expired?
Returns submitted after the applicable withdrawal or return period can generally no longer be accepted.
If you believe there are exceptional circumstances, please contact us before sending anything back.