FAQ
Order
Can I change or cancel my order as long as it has not yet been shipped?
To ensure short delivery times, we send parcels as quickly as possible. Therefore, we cannot guarantee that orders can be canceled or changed. If in doubt, please contact our support: contact@flutlicht.studio
How do I enter a gift card or discount code for an online order?
You can enter voucher codes in the order checkout.
What payment options are available?
All payments and credits are processed in the currency underlying the purchase. We accept the following payment methods:
- Credit Card (VISA, MasterCard)
- PayPal
- Klarna (Pay Now, Pay Later)
- Apple Pay & Google Pay
- Online Transfer (SOFORT)
Payment options may vary depending on the country.
Will sold-out products be restocked?
Products from our collections will generally be restocked. Subscribe to our newsletter to be notified.
Shipping
Do you offer international shipping?
Yes, we do offer international shipping. Shipping costs and delivery times may vary based on your location.
In my shipment tracking it says the shipment was announced electronically
This means that your order is already packed and ready for shipment and has either not yet been picked up by the shipping service provider or the shipping service provider has not yet scanned the package. The status is usually updated within 1-2 days. If the status is not updated, please contact contact@flutlicht.studio
My shipment tracking status is not updating
Status updates can sometimes take 1-2 days. If the status does not update for more than 3 days, your parcel may have been lost by the shipping service provider. In such cases, we will make an inquiry to locate the parcel. The majority of parcels usually turn up again. Please contact contact@flutlicht.studio
Returns & Refunds
What are the refund guidelines?
Anything purchased online can be returned to our warehouse within 14 days. To return the item, please create a return mailing label. This label must be placed in the package so that we can assign the return to your order.
The cost of return shipping for purchased items is the responsibility of the customer.
- All products must be returned within 14 days of delivery
- All products must be unworn and unwashed
- All original 6PM tags must still be attached to the products
- For hygiene reasons, we do not accept returns on underwear garments
The costs and risks associated with any return are the responsibility of the sender. Please ensure that you keep proof of deposit until the refund or exchange has been issued.
Please contact our customer service for further assistance with return or exchange: contact@flutlicht.studio
When will I receive my refund?
If our quality department is satisfied that the returned item(s) meet(s) the condition for accepting a return, you will be credited with a refund within 10–15 days. The refund will be made using the original payment method. The refund does not include delivery costs.
What is the returns address?
The return address is:
What should I do if the product is wrong or arrives damaged or defective?
If you have received a defective item or the wrong item in your delivery, we will assist you in resolving this as quickly as possible. Please contact contact@flutlicht.studio. Send us photos and a description of the defect. Also send us your order number so that we can find your order.
We will get back to you as soon as possible and find a solution.