HÄUFIG GESTELLTE FRAGEN
When will my order be shipped?
After receipt of payment, the order will be processed immediately and handed over to our shipping service provider.
How long does it take for my order to be delivered?
You will receive your order within 3-5 working days.
What payment options are available?
We accept the following payment methods:
- credit card (VISA, MasterCard)
- PayPal
- Klarna (Pay now, pay later)
- Apple Pay & Google Pay
- online transfer (SOFORT)
I ordered to the wrong address, can I change it?
It is best to contact our customer service immediately. If the package is already on its way, we are unfortunately unable to change the delivery address.
My order is defective, incorrect or incomplete?
In case of a complaint, please contact our customer service by email: support@brickbybrickclo.com
If you have received a defective item, please send us photos showing the entire item and the defect.
If you have received an incorrect item, please send us a photo of your entire order.
If your order is incomplete, please also contact us by email.
Don't forget to include your order number.
What are the return policies?
You can return all items purchased online to our warehouse within 14 days. To do so, please create a return label via our returns portal and enclose it in the package so that we can clearly assign your return to your order.
Important return conditions:
- The return must be made within 14 days of delivery.
- The items must be unworn and unwashed.
- The customer bears the cost and risk of return shipping. Please keep proof of postage until the refund or exchange is completed.
For further assistance, please contact our customer service: support@brickbybrickclo.com
How can I return my item?
1. Register your return here: Return
2. Print out the information sheet and include it in the package.
2. Send the return to:
- BRICKBYBRICK sole proprietorship
- Bessemerstraße 82 10th floor south, 12103 Berlin
Please remember to ensure that your shipment is adequately stamped. It is best to keep your postal receipt as proof until the refund has been processed.
When will I get my money back?
If our quality department confirms that the returned items meet the return conditions, the refund will be processed within 5-10 days. The refund will be processed via the original payment method. Shipping costs are unfortunately not refundable.
To which countries can we deliver?
We currently only deliver to Germany, Austria and Switzerland.
Who delivers my package?
We only ship with DHL to avoid shipping errors. You will also always receive a tracking number that you can use to track your package at any time.
How much are the shipping costs?
Germany: 4.95€ shipping costs, free shipping for orders over 100€
Austria: 5.95€ shipping costs, free shipping for orders over 100€
Switzerland: 6.95€ shipping costs, free shipping for orders over 100€
My tracking status is not updated
Status updates can take 1-2 days in some cases. However, if the status does not change for more than 3 days, your package may have been lost by the shipping company. In this case, we will initiate an investigation to locate the package. Most shipments usually turn up again.
Please contact our customer service at service@brickbybrickclo.com .