FAQ
Orders
Is a customer account necessary to place an order?
It is not absolutely necessary as you can also place orders as a “guest”.
However, a customer account has several advantages such as listing the orders you have already placed and easier access to your order data.
Can I pre-order or reserve items?
No, this is impossible.
Can you cancel orders?
If you would like to cancel your order, please contact our customer service. He will deal with your request in detail.
Didn't receive a confirmation email?
The confirmation email is usually sent within an hour of your order being received. As a precaution, always check your spam folder. Otherwise, you are welcome to contact our customer service. Your request will be processed there as quickly as possible.
Can I still make changes to my already completed order?
In this case, please contact customer service immediately. Depending on the status of your order, changes may still be made.
Why was my order canceled?
This can happen in extremely rare cases when items in our shop are shown as “Available” even though we no longer have them in stock.
Payment & Refund
How do I get my money back?
The refund will be made using the original payment method. This cannot be changed afterwards.
How long does the refund take?
Depending on the current order volume, returns processing can take up to 14 days. As soon as this is completed, we will send a confirmation email.
If you have any further comments or problems, you can contact our customer service.
Which payment methods are offered?
- Credit card (Visa, Maestro, Mastercard, Unionpay, AmericanExpress)
- Paypal
- Klarna invoice
- GiroPay
- ideal
- Bancontact
- Google Pay
Can I change my payment method afterwards?
This is not possible.
Why did I receive a reminder?
This usually happens when there are insufficient funds in your bank account or a payment has not been received. In this case, please contact the relevant payment provider.
Shipment
How much are the shipping costs?
These can vary from country to country and shipping method. During checkout you will be shown the corresponding options and the associated costs.
Can there be additional costs for shipping?
Depending on your region and the local currency, there may be costs for transferring money through credit institutions or import duties.
How can I track my order?
Our shipping confirmation email also contains a link to track the shipment, which you can use to stay informed about the current shipping status.
How long does it take to activate tracking?
Activation can take up to 24 hours.
Why wasn't my order shipped?
Please understand. If there is an exceptionally high volume of orders, it may take longer than 48 hours for us to ship your order.
I am not at home at the time of delivery, what can I do?
In this case, please contact our shipping partner DHL. This will send you a package notification via email. There you can indicate that you cannot be found and would like to pick up the package from a parcel shop at a later date.
When will my package arrive?
The delivery time for standard shipping in Germany is 2-4 working days. Within the European Union this is 3-8 working days. For orders that include several products with different delivery times, they will be shipped in one shipment, unless a different agreement has been made. In such cases, the item with the longest delivery time determines the total delivery time.
Please note that deliveries do not take place on Saturdays, Sundays or public holidays. Delivery will then take place on the next working day. Deliveries are made by our partner DHL from Monday to Friday.
What if my package hasn't arrived?
Check your shipment status. If your package does not arrive in the time specified, contact our customer service.
Why was my package returned?
It may be due to an address error or your order was not picked up. As soon as we receive it again, we will contact you.
Returns & Exchanges
Deadlines:
You have 14 days to cancel without giving reasons. As soon as you use it, you have 14 days to return the package.
Who pays for the return shipping?
Please note that in the event of a return, the responsibility for covering shipping costs lies with the customer. We retain a flat rate of €4.99 for the costs incurred by returning the item. This amount will be deducted directly from the refund amount. We recommend that you use a trackable shipping service for returns and pack the package securely to ensure a smooth process. We strive to continually improve our service and thank you for your understanding and support in implementing this policy.
How do I return items?
Returning items is easy for us. You have the following possiblities:
1. Use of the cancellation form: Visit our homepage and download the cancellation form. Fill out the form and include it with your return. Please follow the instructions on the form to ensure your return is processed correctly.
2. About our returns portal: Visit our returns portal at https://vesletas.com/apps/returns?. There you can easily and conveniently initiate the return process online. Follow the on-screen instructions to return your items.
Please ensure that the items returned are in their original condition, with all tags and packaging included. For more information on return policies and deadlines, please visit our returns policy.
If you need help or have any further questions, please do not hesitate to contact our customer service.
What do I do if the item sent to me is defective?
In this unfortunate case, please contact our customer service immediately. He will initiate the following steps with you.
What do I do if I don't have a delivery and/or return note?
If this is not included with the order, you can contact our customer service with your order number. He will send you the missing documents.
Vouchers & discount codes
How do I redeem a voucher or discount code?
At checkout there is the “Voucher & Discount Code” field where you can enter your code.
Can I use multiple voucher codes?
Only one code can be used per order.