In order to be able to help you as quickly as possible, we have put together a series of questions and answers covering the most common concerns.

If your question is not included, you can access the contact form by clicking on the button below the questions.

Who can I contact if I have questions?

If your question is not answered here, you can contact us here .

I want to return or exchange my order.

You can exercise your right of withdrawal within 14 days of receipt of the goods and send the goods back to us directly at your own expense after notification.
Please send your return with the reason for the return or the size to be exchanged with sufficient postage to:

Oberfrohnaer Strasse 94
09117 Chemnitz

After receipt and inspection of the returned goods, you will be reimbursed for the respective amount of the returned goods using the original payment method if no exchange or similar is desired.

Only goods that are new, unused and still in possession of all labels and packaging will be taken back.

What are the payment options?

  • PayPal (credit card, direct debit, bank transfer)
  • Immediately
  • Credit card
  • Klarna (invoice or hire purchase)

Is there a minimum order value?

The minimum order value is 10€.

How can I track my shipment?

You will automatically receive a tracking link from DHL or Deutsche Post.
If your inbox is full or the email ended up in the spam folder, you can track the shipment in your customer account.

How much are the shipping costs?

Information about the shipping costs can be found on the Shipping page.
The shipping costs are also listed before you send off your order.

How long does it take for my order to be shipped?

We usually ship within the specified delivery time .
In individual cases, delivery times may be longer.
As soon as the order is dispatched, you will receive an email informing you about the dispatch and an additional email from DHL with the tracking number

You can track the shipment in your customer account at any time.

With which shipping company do you ship?

We ship all packages with DHL and letters with Deutsche Post.

I won't be home on the delivery day.

The deliverer tries to drive to the delivery address 1-2x or to hand the package over to a neighbor.
If the delivery is not successful, the package will either be deposited in a Packstation or in the nearest post office.
If the package is returned to us due to an incorrect delivery address and has to be sent again, shipping costs will be charged again accordingly.

Our letters are designed in such a way that they fit into every mailbox and are delivered automatically with tracking.
Please note that the mail can quickly be overlooked between advertising or other letters.
Ask your family members about this if the shipment needs to be delivered.

Are there any import taxes or customs fees?

Deliveries abroad may incur customs duties, taxes and fees that are not included in the total price displayed.

What are the sizes?

Our fashion is available in regular and oversized cuts. All exact size information can be found on the respective product page with size chart and size recommendation in the pictures.

The item I want is sold out or my size is not available.

We don't want to offer you mass-produced goods, but attach great importance to exclusivity.
For this reason, our quantities are always strictly limited to the smallest number of pieces.
It only happens in isolated cases that a restock is produced.

How do I apply your stickers?

We recommend the following things:

  • Processing at a minimum of 15°C and sunshine
  • The substrate must be dry and free of dust and grease
  • clean the surface to be glued before assembly
  • apply with a squeegee for optimal hold
  • our stickers have an average durability of 3-5 years

How can I use a discount or voucher code?

Only one voucher code can be redeemed per order.
We assume no liability for lost voucher codes.
Simply enter your code in the order checkout, under "Gift code or discount code".

How do I get my voucher code and how can I print it out?

You will receive your voucher to the email address you provided, to print out or to give away digitally.

Please note that each coupon code is created manually and it may take up to 2 business days for you to receive your code via email.

The voucher is valid indefinitely and cannot be exchanged for cash.

What happens to my remaining gift card balance?

Your remaining balance will be preserved for life, and you are welcome to use your remaining balance later until it is used up.

A cash payment of the credit is not possible.

I have forgotten my password.

If you have forgotten your password, you can simply have a link to reset your password sent to you here .

How does the ordering process work?

As a new customer, you can first use the shopping cart without registering.
If you then go to the checkout, you need to enter your access data in the form of your email address, name and address.
All existing customers can also register there directly with their email address and password.
All information marked with an asterisk must be filled out in order for the order to be processed.

The email address must be correct.
After your order you will receive an email with all relevant data.
It is therefore not absolutely necessary to create a customer account with a password.

How do I wash and care for your fashion?

  • Wash laundry inside out.
  • Machine wash at max 30°.
  • Do not put in the dryer.
    • Iron inside out.
    • Do not dry clean.

    How can I change my shipping or billing address?

    For your existing customer account, you can change your delivery address in your My Account area under customer data.
    If you would like to change your delivery address during an ongoing order, please send us an email with the correct data to kontakt@lowkratief.com.