FAQ
PRODUCTS
- How do I know what size to get?
in each product Picture you will find a size chart.
- What is the best way to care for my product?
You can find the care instructions on the respective care label, which is located on the seam of the garment.
ORDERS
- How will I know if my order was completed successfully?
After submitting the order, you will receive a shipping confirmation by mail, which will include the products you have selected.
- Can I cancel my order?
Yes, if you want to cancel your order, please send an email to: info@recoil-merchandising.com If you have already paid your order, you can only cancel it, if the order has not been processed by our warehouse.
Otherwise, you have the option to refuse acceptance of your order or to return your order after receiving it via our portal.
- Why was my order not accepted or cancelled?
If the items you ordered are not available or your credit and identity check has a negative result, this may cause your order to be cancelled or not accepted.
- What if I received a faulty or damaged item?
Please contact our customer service with the order number, the faulty/damaged item's name, and a description of the fault, at info@recoil-merchandising.com Please also send us a photo of the item showing it in its complete form, as well as pictures of the defective areas. After that we will find a suitable solution for your problem.
- I paid with credit card but am still waiting for my order. What happened?
Please note that your order can only be shipped if the credit card information you entered is accepted. Therefore, all the security information of the card must be entered. After a successful verification of the information, the order will be automatically shipped from our warehouse.
DELIVERY & SHIPPING
- Can I track the delivery of my order?
Once your order is placed, you will receive a confirmation e-mail letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an e-mail notification with your tracking information.
- What should I do if I have not received my package?
If you have not received your order within the specified period or despite a confirmation from the post office, please contact us and tell us the corresponding order number. We will then initiate an investigation for your order.
RETURNS & EXCHANGES
- Can I return my order?
You have the right to cancel the contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
However, please note that items can only be returned if they are in new condition.
For more information see our Refund Policy.
- When will I get my refund?
As soon as we have processed your return and the repayment has been made, you will receive an e-mail confirmation from us. We will refund the total purchase amount to the payment method you used to place your original order. The standard processing time takes up to 10 working days.
- Is it possible to return my order after the return period has expired?
After receiving your order, you have 14 days to send your return back to us. After this return period has expired, this is unfortunately no longer possible.