Frequently Asked Questions
When will my order be delivered? Can I speed up the order?
Your delivery will arrive within 7 working days after receipt of your order. This is an automatic process that cannot, unfortunately, be expedited.
I have not yet received my delivery, what can I do?
Please check whether you have allowed for the 7 working days after placing your order. If this period has expired, please send us an email to our online service portal and we will immediately check the status of your order. A telephone inquiry is not advisable because the system audit does take a moment or two!
What happens if I have ordered the wrong size / the wrong item ? Can I return the item?
Of course you can ! But please always return the unwanted item within the statutory period of up to 30 days. Please also fill out and enclose the return note that was included in your packet. You can also download this form as a pdf in the Webshop and print it yourself. Please remember that we cannot process returned items without a return note and that the returned items must be in their original condition and in their original packing. Items that have been worn or washed cannot be refunded or replaced.. We unfortunately cannot accept packets that do not bear the correct postage. Please ensure that your returned items have adequate postage.
How do I pay ?
We issue an invoice to you when the goods leave our warehouse. If you pay by credit card the amount will be debited simply and securely within the following 8 days. If you pay by PayPal the money will be automatically transferred to our account and you have nothing else to do and no further charges to pay..
Can I place an advance order when an item is not available at present ?
The item is not in stock at present. Please make use of our Webshop Information Service and you will be automatically informed when your item is available again and can therefore be ordered.Unfortunately that is not possible for administrative reasons. This is also why no items can be ordered in the Webshop that are not available at the time of ordering.
I have forgotten my password. What can I do ?
If you have forgotten your password you can have it cancelled in the Shop. You just go into the Shop and click onto “password forgotten?” on the homepage. Then you enter your email address and ask for a new password. The system will send you a mail containing a link with which you can assign yourself a new password. After that you can log into the Shop again as usual using your new password. If this does not work please contact us through the service portal of the Shell Online Shop which you can access at any time even without your password.
I have forgotten my user name. What can I do ?
Your user name is always your email address. If this does not work please contact us through the service portal of the Shell Online Shop which you can access at any time even without your password.