FAQ

Do I need to set up an account to place an order?

You do not need to set up an account to place an order, but it gives you the following benefits: - your payments and shipping details are already saved for your next purchase - you can manage your account details

 

My payment has not been accepted. What to do? 

Your order might have been marked as a fraudulent order. This might happen if your shipping address differs from the billing address of your credit card. Please contact our service team via info@lempelius.net for support to proceed with your order.

 

Can I change my shipping address after my order has been dispatched? 

You can only change your shipping address within 1 hour after you have placed your order, as we are unable to redirect your order after it has been processed and dispatched.

 

How can I track my order?

You will receive a tracking number via email when your order is ready for dispatch.

 

Does Lempelius ship to post office boxes? 

We are unable to deliver to post office boxes. Please make sure to provide us with a valid shipping address.

 

Can I cancel my order?

We are unable to return an order, which has been already shipped. Therefore you can only cancel an order, if it has not been shipped yet. Please mind that duties and taxes appear as soon as goods enter a country outside the EU. You as a customer will be charged for these duties even if you decide, that you do not want a purchased item anymore. If you need any further assistance with customs and duties, please contact your countries’ customs office or our team via info@lempelius.net.

 

How do I return an item (for orders from Germany)?

As a customer from Germany, you can use the DHL return label, which you can find inside the parcel. You just need to stick it on the parcel and bring it to the closest DHL service point. 
A return shipment can only be shipped back from the same country it was delivered to.
Please note, we will deduct your original shipping costs for the return shipment when we will refund your returned item.


You can also use a delivery service of your choice for sending back your order. We recommend using an insured shipment with tracking number to be able to track and trace your shipment. Please note that you as a customer will have to cover the costs for returning an order. 

Send your parcel to: 

Lempelius Kiehn GmbH 
Münzstrasse 19 
10178 Berlin 
Germany 
0049 30 28045291

Please note, you remain responsible for the returned items until we have received it.
We will send you a confirmation email as soon as we have received your parcel.

 

How do I return an item (for orders from the EU)?

As a customer from the EU, you can use the DHL return label, which you can find inside the parcel. You just need to stick it on the parcel and bring it to the closest DHL service point. 
A return shipment can only be shipped back from the same country it was delivered to.
Please note, we will deduct your original shipping costs for the return shipment when we will refund your returned item.


You can also use a delivery service of your choice for sending back your order. We recommend using an insured shipment with tracking number to be able to track and trace your shipment. Please note that you as a customer will have to cover the costs for returning an order. 

Send your parcel to: 

Lempelius Kiehn GmbH 
Münzstrasse 19 
10178 Berlin 
Germany 
0049 30 28045291

Please note, you remain responsible for the returned items until we have received it.
We will send you a confirmation email as soon as we have received your parcel.

 

How do I return an item (for orders from outside the EU)?

If you decide to return an order, please contact our service team via info@lempelius.net. We will then provide you with an return slip for your parcel and all relevant documents for customs. Please note, we will deduct your original shipping costs for the return shipment when we will refund your returned item.

If you prefer to return your order with a delivery service of your choice, please also contact us via info@lempelius.net. We will provide you with documents for customs and all relevant information on how to return an order. Please only use documents provided by us for the return shipment in order to avoid any problems with customs. Return costs are at the expenses of the customers.

You will receive an email confirmation as soon as we have received your returned item.

 

How do I exchange an item?

You can exchange an item for a different size once. We cannot exchange for different colors or styles.
If you wish to exchange an item for a different size, please send us an email to check availability. We will then keep this size for you on hold until we have received the returned style. We will send you the new style free of shipping costs. For sending back your original order, please proceed as listed above.

We will send you a confirmation email and a new tracking number for your new shipment as soon as we have received your parcel.

 

I returned an item. How do I get my refund?

We will send you a confirmation email as soon as we have received your returned item. Your refund will be added to your original payment method (paypal account, credit card or bank account) approximately within 10-14 days after we have received your parcel.

 

Which size should I choose?

Please click here for our size guide. Each style is also described in fit. In general we would always recommend choosing the bigger size if you are in between two sizes.

 

Special advises for customers outside European Union:

 

I am living outside the European Union. Do I need to pay VAT? 

It is possible to send your parcel as a tax-free merchandise if you live outside the European Union. Please always also check your countries’ customs charges/duties.

 

How do I get a refund for paid VAT?

If you pay via paypal or credit card, your VAT will be automatically deducted at checkout. 

 

How much taxes and duties will I have to pay?

Duty and taxes have to be paid for goods shipped outside the European Union. In general, import duty is a tax that the importer has to pay to bring foreign goods into his or her country. Import VAT (Value Added Tax) is a tax charged on imported goods and services. Duty and VAT are calculated as a percentage of the value of the imported goods, consisting of the product value and the freight & insurance costs. Import duty rates vary depending on the type of goods and the country you wish to import good to. Please contact your customs office for specific prizes, regulations and processes.