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HELP / FAQ

The minimum order value in the Seidensticker online shop is €24.95 per order.

Unfortunately it is not possible to change your order after it has been placed. We cannot change the size or colour of an item, nor the delivery address or payment method, nor can we remove an item or adjust the price by applying a voucher. If you do not accept the order, the goods will be sent back to us by the shipper and handled as a return.

Normally, the Seidensticker online shop displays only items that are actually available. Although our product database is updated at very frequent intervals, in exceptional cases it may occur that an item is already out of stock by the time you send an order for it.

In cases where multiple people simultaneously order an item for which only one unit is available, it is not possible to determine whether the desired item can be delivered until after your order has been processed. We will inform you as quickly as possible if an order cannot be completed due to one of the items on it selling out.

The probability of a product selling out will tend to be higher for discounted items and in cases where the customer leaves a longer period of time between placing a product in the shopping card and clicking “Send order”. As soon as we process your order in the warehouse, you will receive an email from us giving you a definitive statement on your order.

Yes, in general it is possible that an item which had previously sold out in a particular size and/or colour will become available for delivery again at a later point in time. So it is worth taking another look in the Seidensticker online shop later to check the availability of the item you want.

If individual sizes of the item you want are sold out, you can leave your email address by clicking on the size that you want. If the item becomes available again, we will send you a message to let you know.

For your security, we accept orders exclusively through the Seidensticker online shop. Unfortunately, orders by phone, fax or email cannot be processed.

Please understand that prices may change. Our prices will depend on offers currently running, trends and stocks of the item currently available. If the price of a product has reduced, but you already purchased the item, we are unable to give you a refund of the difference subsequent to the sale.

For many shirts and blouses in the online shop, you have the option of personalising your item of clothing by selecting a monogram for it on the page dedicated to it. You can select from a variety of fonts and thread colours and up to three letters. The initials will be stitched onto the right sleeve of the selected item.

Please note that the delivery times could be delayed by up to 3 additional business days as a result of this customisation process. Another thing to note is that customised products are excluded from the customer’s cancellation rights, and it is not possible to make any subsequent changes to the order or cancel it.

You can use our Storefinder to identify the Seidensticker stores, outlet stores and partner stores nearest to you. After you enter your postal code, the site will show you partner stores that stock the Seidensticker brand in their range of products.

The charge depends on your delivery country:

  • Belgium: 0,95 € 
  • Bulgaria: 5,95 € 
  • Croatia: 5,95 € 
  • Cyprus: 5,95 €
  • Czech Republic: 3,95 € 
  • Denmark: 3,95 € 
  • Estonia: 5,95 € 
  • Finland: 3,95 € 
  • Greece: 5,95 € 
  • Hungary: 5,95 €
  • Italy: 3,95 € 
  • Ireland: 5,95 €
  • Latvia: 5,95 € 
  • Lithuania: 5,95 € 
  • Luxembourg: 3,95 € 
  • Malta: 5,95 € 
  • Netherlands: 0,95 € 
  • Poland: 3,95 € 
  • Portugal: 5,95 € 
  • Romania: 5,95 € 
  • Slovakia: 3,95 € 
  • Slovenia: 3,95 € 
  • Spain: 3,95 € 
  • Sweden: 3,95 € 

Our delivery period is generally 3-5 business days. In certain cases delivery can take up to 7 days. For orders that include monogram stitching, delivery times may be delayed by up to 3 business days. As soon as your package leaves our warehouse, you will receive a shipping confirmation by email. This message will include a tracking number that allows you to track the delivery status of your goods online.

Our packages are sent via UPS.

Delivery and shipping is possible to Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark (with the exception of Faroe Islands and Greenland), Estonia, Finland (with the exception of The Aland Islands), Greece (with the exception of Mount Athos), Hungary, Ireland, Italy (with the exception of the municipalities of Livigno and Campione d’Italia and Lake Lugano), Latvia, Lithuania, Luxembourg, Malta, Netherlands (with the exception of Netherlands Antilles), Poland, Portugal (with the exception of the Azores and Madeira), Romania, Slovenia, Slovakia, Spain (with the exception of Ceuta, Melilla and the Canary Islands) and Sweden.

For shipments to Germany and Austria click here.

You will receive a tracking number with your shipping confirmation that allows you to track the status of your delivery online. Use the link provided in your email for this purpose. Please note that the tracking number only becomes active once it has been recorded by the shipping provider. Thus, if the number does not work right away, please try again a little later. If you are a registered customer, you can also view the status of your order through your customer account (MY ACCOUNT).

To facilitate easy return shipment free of charge, please use the return form and return label included in your delivery. If you do not have the return label, our customer service team at shop@seidensticker.com will be happy to help you. Alternatively, send your package to the following address:

DHL Fashion Retail Operations GmbH
- Halle 1 / Seidensticker / B2C Retouren -
Regioparkring 30
41199 Mönchengladbach, Germany

Please retain the package delivery slip from UPS in case of a need for inquiries. It will help in case of queries if a package should get lost.
Please understand that we can only accept returns and complaints relating to items purchased in the online shop. If you would like to return items purchased by another route, please contact the physical store where you bought those items directly.

If a product does not meet your expectations, please return the goods at your convenience within 30 days of receipt, unworn and with their original labels attached.

Please understand that we can only accept returns and complaints relating to items purchased in the online shop. If you would like to return items purchased by another route, please contact the physical store where you bought those items directly.

Please contact our customer service team at shop@seidensticker.com. We will be happy to send you a new return label by email.

Please understand that we are unable to offer you a direct exchange service. If you would like the item you ordered in a different colour or size, please place a new order.

You will get an email from us confirming receipt as soon as your return shipment has been received at our logistics centre. If you have not yet received confirmation of return receipt, you can check the shipping status with the delivery service by entering the shipment number of your return in the UPS portal:
https://www.ups.com/WebTracking/track

To guarantee swift processing, we request that you always return the item to us with its original label still attached, including the completed return slip. The goods delivered to you should only have been used for verification purposes - i.e. for purposes comparable to trying on items in a physical store. Accordingly, shirts do not need to be repackaged exactly as received. If the goods have deteriorated due to any use more extensive than that, however, we reserve the right to request compensation for the consequent loss of value.

Firstly, we will confirm the receipt of your return by email. After that point, it will take about 1-3 business days before we can refund you for goods you have already paid for. We will reimburse the amount using the same payment method which you used to pay for your order.

High product quality is of utmost importance to us. Unfortunately, it is possible that individual items may occasionally fail meet our standards. If this is the case for one of your items, we would like to apologise in advance for the inconvenience.

You can send complaints to us about these products within a period of 2 years. This guarantee applies exclusively to products purchased in our online shop. Please return the product about which you are complaining – together with a brief explanation of the problem and the relevant order or invoice number, marking any defective areas of the item – to the following address:

DHL Fashion Retail Operations GmbH
- Halle 1 / Seidensticker / B2C Retouren -
Regioparkring 30
41199 Mönchengladbach, Germany

Our customer service team will be happy to provide you with a return label free of charge.

You can also return your packages to one of our Seidensticker stores, which will then take over the delivery to our logistics centre. Unfortunately, our outlet stores cannot accept your returns. You can find an overview of all our stores and outlet stores in our Storefinder.

When making returns in a store, please attach the return label included with your order to your returns and enclose the return form. Unfortunately, it will not be possible to refund the product value in the shop or make direct exchanges. You will receive your refund after the return has been processed in the central warehouse.

We work with the following payment methods:
Get first. Pay later (14 days), Slice it (only available for Germany), Pay now (Sofort direct banking), Credit Card, Direct Debit with Klarna and PayPal

The payment methods invoice, part payment and direct debit are only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. Further information and Klarnas user terms for Germany you can find here and for Austria here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas Klarna’s privacy notice for GermanyAustria.

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

- Get first. Pay later (14 days): The payment period is 14 days from shipment of the goods or tickets/ availability date of the service. The complete terms and conditions for deliveries to Germany you can find here and the complete terms and conditions for deliveries to Austria you can find here.

- Slice it (only available for Germany): With the financing service from Klarna you can pay your purchase in flexible monthly instalments of at least 1/24 of the total amount (at least 6.95 €) or else according to the conditions stated in the checkout. The instalment payment is due at the end of each month after submission of a separate monthly invoice by Klarna. Further information regarding Slice it including terms and conditions and Standard European Consumer Credit Information you can find here.

- Pay now (Sofort direct banking): Your account will be debited directly after placement of your order.

- Credit Card (Visa/ Mastercard/ American Express). To pay by credit card, you will need the card’s 16-digit number, its expiration date and security code (also called its CVV or CVC). For VISA and MasterCard, the security code will be the last 3 digits shown in the signature field on the back of the card.

- Direct Debit: Your account will be debited after shipment of the goods. You will be notified about the date by email.

For more information please contact Klarna Customer Service.

PayPal is a free online payment service that makes it easy for you to purchase in online shops:

  • Your bank details or credit card information is stored by PayPal alone. That means that the information will not be sent over the Internet every time you make an online purchase.
  • Your payment is complete in just two clicks. Since your payment is made using the bank details or credit card information stored in PayPal, you will not have to enter it again every time you make a purchase.

Here is how to use PayPal:

  • Open a PayPal account.
  • Connect your bank account or your credit card to your PayPal account.

If you select PayPal as your payment method during checkout, you will automatically be forwarded to your personal PayPal page when you click “Continue”. This is where you make the payment. You will receive an email confirmation when the process is completed, both from PayPal and from the online shop.

You can redeem any voucher code in your shopping cart. There is a separate input field for vouchers on the shopping cart screen. Once you have entered and confirmed the voucher code in that field, the value of the voucher will be deducted from the invoice total. It is important to note that you can only redeem your voucher code online and can use only one voucher once per order.

Only one voucher can be redeemed per order.

Unfortunately it is not possible to make a credit on an order after it has been made as orders are processed too quickly to allow for such changes. If you have forgotten to redeem your voucher, we request that you save it for redemption with your next order. If you have any problems when redeeming a voucher, our customer service team will be happy to help you.

If you register for our newsletter, create a user account in our online shop or register in a Seidensticker store or outlet, you will automatically become a member of "The Shirt Club".

Depending on your membership status, you will benefit from various advantages. All advantages can be found here: www.seidensticker.com/eu/en/shirtclub

You will become a Silver member as soon as you register and make annual purchases of up to €150. If you make annual purchases of €150 to €300, you will receive our Gold membership and if you make annual purchases of more than €300 you will be able to enjoy the benefits of our Platinum membership.

Advantages of our Silver membership:

As a member of The Shirt Club, you will automatically benefit from the advantages of our Silver membership. The only condition for this is that you have provided us with your e-mail address and have confirmed the opt-in (for advertising permission) and not cancelled it.

Advantages of our Gold membership:

You are able to exchange all purchased items in your loyalty account purchase history within 100 days of purchase without a receipt. It does not matter whether the items were bought in a Seidensticker store or outlet or through the Seidensticker online shop. We kindly ask you to always return the items undamaged and with the original label. In the event of returning something online, please send it back to us together with the completed return slip. Delivered goods may only be used for the purpose of trying on - comparable to a fitting room in a physical store.

Benefits of Platinum membership:
Free premium shipping: online orders at www.seidensticker.com placed before 12 noon on weekdays will be shipped the same day at no extra cost. This service is currently only available for shipping within Germany.

Free monogram embroidery: when you purchase an item that is compatible with our monogram service, you can add this option at no extra cost.

The benefits of our Silver membership, such as the delivery of vouchers and the early provision of information, are sent via e-mail.
Please be aware that we are not able to keep all our customers informed by post.

The Shirt Club membership is free of charge and does not entail any fees.

A physical customer card is not necessary. In Seidensticker stores and outlets you can identify yourself with your name and / or your customer ID before the payment process with every purchase at the checkout. All you need to do is register your account online and your purchases will be credited to your account.

All purchases that you make whilst shopping in our Seidensticker stores and outlets as well as on our website www.seidensticker.com are taken into account. A list with all Seidensticker stores and outlets can be found at www.seidensticker.com/eu/en/storefinder.

It does not matter how high the purchase price is, but purchases using gift vouchers are excluded. In any case, the payment sum is the most important factor, i.e. the gross revenue after deduction of discounts, vouchers or other benefits.

Provided you have an online customer account, you can view your membership status and revenues there at any time. Otherwise, the staff in our Seidensticker stores and outlets will also be in a position to give you information. Purchases are displayed in your loyalty account within 48 hours of the transaction or, in the case of an online order, after the goods have been shipped, under "Sales prebooked". 

If you have forgotten to have your purchases registered in one of our stores or outlets, you can send us the scanned receipt either by e-mail to shop@seidensticker.com or by post to

Kundenservice

TK Store-Management GmbH
Herforder Straße 182-194
33609 Bielefeld
Germany

In this instance, please provide us with your name, address and, in the case of an online account, the associated e-mail address. We will then credit the purchases to you.

If you return or exchange items, your sales will be reduced by the amount of the refund.

Your membership status will be calculated according to your annual purchases. This can change your membership status. Once have reached a certain membership status, the earliest that it could be downgraded is one year after such a point that you no longer meet the required annual sales volume. An upgrade to a higher membership status is possible at any time.

Purchases are valid for the calculation of membership status 365 days after the credit has been granted and are marked under "Sales booked".

Registration always takes place 30 days after the purchase was made in store or outlet or for orders under www.seidensticker.com 30 days after the goods have been dispatched. Up until the final confirmation of transaction or "Sales booked" you will find your purchases under "Sales prebooked".

Should a product not meet your expectations, you can return the ordered goods within 30 days of receiving them. As soon as the 30 days have elapsed, we will register your purchase under "Sales booked".

You can find the general terms and conditions of The Shirt Club using the following link: www.seidensticker.com/eu/en/terms-theshirtclub

You may cancel your The Shirt Club membership at any time and without notice: by post: TK Store-Management GmbH, Herforder Straße 182-194, 33609 Bielefeld, Germany or by e-mail: shop@seidensticker.com.

In Seidensticker stores and outlets you need to identify yourself with your name and / or your customer number at the checkout before the payment process. Online registration in your customer account is sufficient. Purchases made by guest customers can unfortunately not be taken into account.

If you have any questions regarding The Shirt Club, please contact our customer service during business hours:

By E-Mail:
shop@seidensticker.com

By Whatsapp:

+49 (0)171-5213060
Mon-Thu, 8:00 a.m. - 5:00 p.m. (CET)
Fri 8:00 a.m. - 3:00 p.m. (CET)

For questions on our online shop, our customer service team will be happy to assist you during our business hours:

By E-Mail:
shop@seidensticker.com

By Whatsapp:

+49 (0)171-5213060
Mon-Thu, 8:00 a.m. - 5:00 p.m. (CET)
Fri 8:00 a.m. - 3:00 p.m. (CET)

You can find legal information on the Seidensticker online shop in the Legal Information section of this website.
If you have any general questions (on careers, press information, etc.) on the Seidensticker group of companies, please visit https://corporate.seidensticker.com

To guarantee that you can use the full range of functions of the Seidensticker online shop and that the website displays correctly on your device, we recommend that you use an up-to-date version of one of the following browsers: Internet Explorer, Mozilla Firefox, Safari, Opera, Google Chrome.

We also recommend that you disable popup blockers in your browser settings and accept cookies, as you may otherwise not enjoy unrestricted access to all functions of the online shop. Cookies allow the online store to recognize who you are and to retrieve your shopping cart if you should leave the website temporarily while you are shopping.

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