FAQs
questions and answers
Generally:
Is my customer data protected?
We guarantee that your data is absolutely safe.
All information will not be passed on to third parties without your permission.
Our company always strives to keep our systems up to date.
Why is it advisable to identify myself as a customer?
Registering as a customer has many advantages:
- The access data for your previously placed orders.
- An inquiry into the shipment status of your orders.
- Managing delivery addresses.
We attach great importance to ensuring that your data is treated confidentially and is not passed on to third parties.
Pay:
When is the amount on my credit card due?
We will charge your credit card immediately after you place your order in our online store.
Since the ordered goods are shipped immediately, this will not cause you any disadvantage.
If we discover that something is no longer available, we will inform you immediately and refund the amount to your credit card.
Why do I receive a payment reminder?
I have already paid a bill.
If you receive a payment reminder by email, we have not yet been able to post or correctly allocate your payment. Please note that it may take several days for your transfer to be processed from bank to bank.
If you notice a delay of more than three days, do not hesitate to inform us via email, with the photo and order number.
If you are unable to post payment to our account after 7 working days, we will notify you automatically. We will cancel your order after another seven days and the items you ordered will no longer be reserved.
What should I specify when making a transfer for a prepayment order?
If you have chosen to pay in advance, we will wait for your transfer. After you have completed the order, you will receive an email explaining the next steps.
Our customers from the EU can pay into our account in Germany free of charge using a SEPA transfer.
Once we receive your payment, we will continue to process (produce and ship) your order
To be able to allocate your payment quickly, please only enter the order number in the purpose field.
Important: It can take up to 3 working days for your transfer to reach our bank account. Unfortunately, we are unable to influence this.
What payment options are available?
On the shop’s website you will find the corresponding section in the footer.
Online Shopping:
How do I find the right size?
It is best to take a T-shirt that fits the wearer perfectly and measure it. Then compare the measurements you have taken with the size chart that is included in the text of each item in our shop.
This way you can be sure that the textile you order will fit the wearer.
Unfortunately, the information provided by manufacturers varies greatly. We ask for your understanding.
Are my items reserved for me if I pay in advance?
In this case, we will reserve your items for seven days. If we are unable to make payment by this time, we will send you an email with a payment reminder. After another 7 days, we will automatically cancel your order. Your items will then no longer be reserved.
Please make sure that your payment can be correctly assigned to your order. You can find further information here:
" What should I specify when making a transfer for a prepayment order?"
How do I place an order?
You can place your order in the online shop by placing the relevant items in the shopping cart and then proceeding to checkout.
Unfortunately, it is not possible to place an order by fax, email or telephone, as we cannot process some payment methods and also require electronic confirmation of our terms and conditions from you.
How do I cancel or change an order that has already been placed?
We can only change or cancel your order if it has not yet been paid for.
As soon as you pay with instant payment methods such as PayPal, Shop-Pay, or credit card, your order will be processed immediately and prepared for production and shipping - this order can therefore no longer be canceled or changed.
Exchange, return, complaint:
What do I do if the package arrives damaged?
Our contractual partners always make every effort to secure our items as best as possible for transport. However, products may arrive damaged.
If your package shows obvious damage when it is handed over (e.g. opened, crushed, wet or similar), please acknowledge receipt of the package with the note "subject to reservation". Simply write the words "subject to reservation" next to your signature.
Now proceed as follows:
- Please send us a photo of the damage to the package.
- Please check the package for completeness and damage.
- If you have suffered damage to any of the items, take photos of the contents and follow the instructions of your shipping provider.
- DHL - https://www.dhl.de/privatkunden/hilfe-kundenservice/sendungen-loesungen.html - the article: The contents of my shipment are damaged or missing. What options are there?
- GLS - https://gls-group.eu/AT/de/gs-group.eu/AT/DE/de/faq/pakete-empfangen.html - the article: What can I do if my package is broken.
If you need our help, you can contact us at any time.
What about my package that could not be delivered?
Unfortunately, it is possible that packages cannot be delivered. The reasons may be, for example, that
- The address of the apartment or house number is incorrect.
- The name cannot be found on the doorplate.
- Because the recipient could no longer be identified due to damage to the package.
- ... etc.
- Please check the delivery address you provided when ordering.
- If you have any problems, please contact us by email. If you have made a mistake regarding the recipient's address, please let us know.
- We will endeavour to resolve the issue and let you know the whereabouts of your package as soon as we have information for you.
How do I get my money back if I return goods?
Please contact us by email to discuss further steps.
As soon as we have received your returned goods and have inspected them, you will receive a credit for the amount of the returned goods.
The credit amount will be refunded using the same method you used to pay for the original order.
For example: If you have paid for your order with PayPal, we will refund the value of the goods back to your PayPal account if you return the goods.
I have a complaint, what should I do now?
We strive to deliver all items in the highest quality. However, it can happen that a product does not meet expectations or has defects. In this case, we ask you to contact us by email. Please be sure to give us your order number so that we can deal with your complaint as quickly as possible.
Our support can be reached as follows:
- E-mail: doris@delamira.com - it is best to upload a photo immediately in order to find the best possible solution.
Our efforts will surely lead to a solution that satisfies us all.
What is the procedure for exchanging an item? Is it possible to return the item?
To do so, please proceed as follows:
- Email: doris@delmaira.com.
-
Please provide us with the following information.
- Order number and invoice number.
- Please fill out the return goods form and send it together with the returned goods to the address provided.
- Please note when returning:
- You are responsible for the postage costs for the return shipment - we will not receive any goods returned carriage forward.
- Please keep the tracking number of your return package. If the package is lost or its whereabouts are unclear, this number is required for tracking the shipment.
If you have any questions about exchanges or returns, please feel free to send us an email.