FAQ

The best way to reach our customer service is by email.

We've asked for your patience. Our customer service team typically responds within 24 hours. If you wait longer than 24 hours for a response, please do not resend an email, as this may cause queue delays. Your request will be pushed back in the queue, significantly increasing your wait time. Our customer service team is always working at full speed and will respond to you as quickly as possible. Thank you for your understanding!

We ask that you refrain from sending multiple emails. This could cause queue issues, resulting in your request being pushed back in the queue and your wait time being significantly longer. Our customer service team is always working at full speed and will respond to you as quickly as possible. Thank you for your understanding!

If you have not received a response after several days, please do the following: ◦ Check your spam folder. Sometimes emails can end up in your spam folder. ◦ If you have not received a response in your spam folder, please be patient. Please do not send multiple emails. This may cause queue issues, causing your request to be pushed back in the queue and significantly increasing your waiting time. Thank you for your understanding.

Of course. You will receive an order confirmation by email immediately after completing your order (within a few minutes). If you don't find it in your inbox, please check your spam folder. One reason you may not have received an order confirmation is that you accidentally provided us with an incorrect email address during the ordering process. In this case, please contact our customer support team by email. We will be happy to change your email address for you and resend your confirmation to the correct email address.

If you haven't received an order and/or shipping confirmation from us, you most likely inadvertently provided us with an incorrect email address during the ordering process. We generally send updates about your order to the email address you provided during the ordering process. In this case, please contact our customer support team by email. We will be happy to change your email address for you and resend your order and/or shipping confirmation to the correct email address.

Please contact us immediately by email at info@breeandkate.de and provide us with your correct delivery address or customer details. We are happy to change your customer details such as email address/phone number for you at any time. This is also possible after dispatch. As long as your package has not yet been dispatched, you can easily change your address details retrospectively and we will do our best to do this as quickly as possible. Please inform us as soon as possible. The correct delivery address is crucial for successful, punctual delivery by our shipping partners. For this reason, it is extremely important that we receive your correct, complete delivery address and can pass it on to our shipping partner promptly. However, once the delivery has been dispatched, we unfortunately cannot change the delivery details, as these have already been handed over to our shipping partner and cannot be changed by our shipping partner. We therefore strongly recommend that you check all details/address details before completing your order to avoid delays or problems with delivery.

No, that's not a problem at all. Depending on the shipping service, you can inform the courier yourself via the delivery notification email that you either want delivery on a different day or request permission to leave the parcel (if you haven't already). Alternatively, you can pick up your goods from the parcel shop specified by the courier (if you are not present during the delivery attempt). To do so, the courier should inform you via letterbox and/or email that the goods have been left at the parcel shop. Please make sure to collect your parcel from the parcel shop within the specified time limit.

Of course, you will receive updates about your delivery from the respective delivery service, provided you have provided us with your correct contact details. We strongly recommend that you respond to and acknowledge emails regarding delivery/delivery notification/parcel pickup from the parcel shop (if you are not at home when the delivery is made). We are not liable for shipments lost or not picked up (or not picked up late) from the parcel shop for this reason by customers who provided incorrect address information, were not present at the time of delivery, or did not respond to emails requesting timely pickup from the parcel service.

Don't worry, we haven't forgotten to include your invoice with your package. For the sake of the environment, we have consciously decided not to include paper invoices with our packages. We want to contribute to environmental protection and reduce paper waste wherever possible. If you need your invoice, please contact us by email, and we will send it to you as a PDF as soon as possible.

We're very proud to offer free shipping to all our customers in Germany – with no minimum order value. If you still want your package insured, you can select the paid "Breeandkate Premium Shipping Insurance" option during checkout under Shipping Method. We'll cover the costs if your package is lost and will ensure your package is shipped as quickly as possible.

Where your package is shipped depends on the current local availability of the products you ordered. Once you've placed your order, it will be automatically forwarded to our warehouse. We ship your orders with priority from our main warehouse in Switzerland. If your desired item isn't available in our main warehouse at the time of your order due to high demand, your item will be shipped directly from our central warehouse to avoid waiting times and ensure your package is delivered as quickly as possible.

Of course. You'll receive a tracking number assigned to your order in your shipping confirmation. You can use this number to easily track your package at any time. Important: After shipping, it usually takes 1-2 business days for your tracking information to be activated. We ask for your patience, as your tracking number may not work immediately.

Delivery times vary depending on the delivery and shipping location: Once your order is completed, it will be forwarded directly to our logistics team. Depending on the size and type of item, your order will take 1-2 business days to prepare and process. We carefully check the quality of your ordered items, make adjustments if necessary, and package your goods for handover to our shipping partner. The time from our international fulfillment center to the delivery location: Germany: 5-10 business days. *All shipping times exclude customs and customs delays. Depending on order volume and seasonal promotions such as Black Week/Black Friday or Christmas, delivery times may be shorter or slightly longer. We ask for a little more patience during times of peak demand. Thank you for your understanding.

We offer free shipping to Germany with no minimum order value.

If you're not satisfied, you can of course return your order or parts of it. Please note that we can only accept and replace unworn, clean, and odor-free items in their original condition. Dirty or worn items will not be refunded, as they are no longer suitable for resale. We ask for your understanding. If you wish to return an item, please inform us by email. We will send you all further information by email as soon as possible. Please be sure to include the return slip with your return, which we can send to you by email upon request. This will ensure that we can process your return quickly and assign it to your order in the system.

Unfortunately, as a startup, we are currently unable to cover the full cost of return shipping. Additionally, out of consideration for the environment, we want to reduce delivery routes and keep returns to a minimum. Thank you for your help.

Credit is not violated; you can redeem it at any time.

You have 14 days from the order date to return your goods. Please ensure you provide the correct return address! If the return is sent to the wrong warehouse address, we will not be able to process it and will not be able to refund your money.

Of course. We'll be happy to exchange your desired item for you without any hassle. Simply contact our customer service and let us know your exchange request. To process the exchange as quickly as possible, please let us know your desired size/color directly