FAQ

Buying / Order

I want to buy more than 10pcs of the same product but the system does not allow me to purchase, what should I do?
We welcome large number of purchase; however, we may not be able to arrange the delivery via normal courier method. Please contact our customer service team for assistance.

I have selected the wrong colour of the product, may I arrange an exchange?
If the product has not yet dispatched, please cancel the order and place a new order, we will arrange the refund as soon as possible.  Please note we are not able to offer exchange for dispatched products.

My order has been cancelled, what should I do?
Your order may be cancelled due to quality issue, please check your email. We will send you a notification email to notify you if your order is being cancelled and will arrange the refund as soon as possible.

 

Payment

How can I pay for my order?
We accept Visa, Master Card and Paypal. 

 

Shipping

How do I know if my order is dispatched?
When we have confirmed your order and payment, we will arrange the shipment as soon as possible. Once the order is dispatched, we will send you another “Dispatch” email to notify you.  

I have entered the wrong address but I have already made a purchase, what should I do?
If the product has not yet dispatched, please kindly cancel the order and update the personal detail, we will arrange the refund as soon as possible. Please note we could not modify the shipping address or recall the shipment if the order is dispatched. 

Any free shipping provides by Deutschmacht?
We provide free shipping to some regions/countries, please refer to Shipping Fee for more detail.

How long does it take for the product to arrive at my home?
Shipping time may vary in different area, please check Shipping for more detail.

How Deutschmacht calculate the shipping fee?
In normal situation, we will use SF Express as our courier. As some of our product are quite large, we use 3.5kg to calculate the shipping fee in Hong Kong and 1.5kg to calculate the rest of the Asia region/ countries. Please note for shipment to Macau, Taiwan and China, fuel surcharge is included in the shipping fee. We may update the shipping fee from time to time according to SF Express adjustment.

I cannot find the shipping fee of my country, do Deutschmacht ship the product to other countries?
Please contact customer service team and provide us with the address and product you would like to purchase, we will let you know the shipping fee.

 

Return & Refund
What should I do if I receive a damaged product/ incorrect product?
Please take a picture of the product, mark down the invoice number and fill in Return & Refund form within 7 calendar dates upon product receival. We may not be able to offer a return or refund after 7 calendar date notification.

What should I do to return a product?
Take a picture of the product, mark down the invoice number, then fill in the Return & Refund form, our customer service team should be in touch as soon as possible. Please send the return product back to us according to our customer service team’s instruction. 

 

Order Tracking
I have received the tracking number but I cannot track my order on courier site?
Don’t worry, your order may be just dispatched and not yet shown in the system. If you still cannot track your order ONE DAY after you have received the dispatched email, please contact our customer service team.