Häufig gestellte Fragen

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Häufig gestellte Fragen

GENERAL INFORMATION

In which countries is it possible to shop online?

You can currently shop in Belgium, Germany, Luxembourg, Netherlands, Italie, France, Spain, Croatia and Portugal

Are the online store prices the same as those in my usual Gaastra store?
Yes. However, please note that if there is a difference between the prices on the website and those on the clothing label, the correct price will be the price shown on the proof of purchase.

Can I cancel my Gaastra Newsletter?
Yes. You can update your email preferences by clicking the unsubscribe link in the footer of any of our emails.

How do I recover my forgotten password?
If you have forgotten your password, you can recover it in the My Account section. You will receive an email with your new password.

Where can I get a gift card?
Unfortunately, we do not currently offer online gift cards.

TO ORDER

How can I be sure that I have placed my order correctly?
You should receive a confirmation email once you've placed your order, containing your order number and the billing and shipping addresses you've selected.


Can I track my order?
Yes, the updated status of your order can be tracked in real time. To do this, go to Track My Order (located in the header of the website) and enter your order number and zip code. You should also receive a tracking number via your shipping confirmation email.

Can I remove items from my order?
No, items cannot be removed from your order once the purchase has been confirmed. All unwanted items can be returned free of charge within 30 days of purchase.

What should I do if I receive a wrong item?
If you have received a defective item or an item that you did not order, please proceed with returning the item online.

Can I pick up my order in a store where Gaastra is sold?
This is not possible. It is only possible to have it delivered or picked up at a parcel point of the shipping company.

PAYMENTS

What payment methods can I use to make my purchase?
We currently accept the following payment methods: Credit Card (Mastercard, Visa, American Express), PayPal, Debit Card and country specific payment methods which you can check here.

Why was my payment declined?
Your payment may be declined for one of the following reasons:
1. The card may have expired. Check if your card is still valid.
2. You may have reached your credit limit. Contact your bank to make sure you haven't exceeded the allowed purchase limit.
3. You may have entered some information incorrectly. Check whether you have filled in all mandatory fields correctly.
If it is not one of the three reasons above, please contact your bank provider.

How do I use my promotional code?
If you have a promotion code, enter it on the shopping cart page in the Promotion code field and click Apply. Please check the expiration date of your promo code before using it. You cannot use more than one promo code for the same purchase. Promotional codes do not apply to discounted items.

How can I get my order invoice?
Once your package has been shipped, you will receive a shipping confirmation email, including a link to download the invoice for your order.

DELIVERY

Where can I receive my order?
Your order can be shipped to an address selected by you (home, work, etc.), or to the DHL Access Point of your choice.

Can the country of delivery differ from the country you are in?
New. The country of delivery must always be the same country in which the purchase was made.

How long does it take for my order to arrive?
Delivery times depend on the chosen delivery type. Standard delivery is usually within 2-5 business days, depending on your country. For more details, see our shipping page.

How much do I pay for shipping?
Shipping costs above orders of €70 are free for NL, BE and DE. The shipping costs below this amount are €5.95. For other countries look here for more info.

What is the standard delivery process?
If you opted for standard delivery, you will receive an email confirming that your items have shipped (when your order leaves the warehouse), including the tracking number and a link to the courier's web page. The courier will contact you directly to inform you about the delivery.

Can I track my order?
Yes, the updated status of your order can be tracked in real time. To do this, go to Track my order (you can find it in the header of the website) and enter your order number and zip code. You should also receive a tracking number with your shipping confirmation email.

What is the standard delivery process?
If you've opted for standard delivery, you'll receive an email confirming that your items have shipped (when your order leaves the warehouse), including the tracking number and a link to the courier's web page. The courier will contact you directly to inform you about your delivery.

OUT OF STOCK ITEMS
Will items that are not in stock be replenished?
If an item is out of stock, we try to restock it as soon as possible. If there is no stock, it will be removed from the website.

RETURNS

How do I return?
Returns are free and easy. Place your item(s) in the shipping box and stick them on your prepaid return label, covering any existing shipping labels.

Depending on the original delivery method, you can drop off your package at a post office or a DHL Access Point.

For peace of mind, ask for proof of postage. We will send you an email when your return has been processed and you will receive your money back within 10-14 days.

Do I have to pay for returns?
Returns at Gaastrastore.com are always free. Use the return label that came with the box for this.

How long do I have to request a return?
All returns must be made within 30 days of the order confirmation email. Gaastrastore.com reserves the right to refuse returns sent after the return period limit, or items that are not in the same condition as they were received.

How do I know if Gaastrastore.com has received the item I returned?
Once your package has arrived at the warehouse and your return has been approved, you will receive a refund confirmation email.

When will I get the money back from my return?
Depending on your bank, you will receive the refund within approximately 10-14 days after your package arrives at our warehouse via the same payment method you used for the purchase.

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