Customer Care / FAQs
What if I have a question ?
Our Customer Care team is available seven days a week, 9 a.m. to 8 p.m.
We're on hand to assist you with:
- Detailed product information
- Delivery questions
- Exchange and return queries
- Placing orders
Email firstname.lastname@example.org or call us on:
Germany: 017 43 06 51 79
Internationally: 0049 17 43 06 51 79
What are the payment options available ?
- Security: The Berlinestanous.com website is protected under an SSL certificate and payments are secured by the 3D Secure system.
- Bank Transfer: You can pay via Bank Transfer.
- Bank card/Credit Card/e-Wallet: Visa, Mastercard, American Express, ApplePay and GooglePay.
Are there any other costs associated with my purchase ?
For all deliveries outside the European Union, you benefit from the price excluding tax. Thus, you are responsible for the Customs, Duty or Import taxes applied according to your country.
Any delay in paying these customs fees will result in a delay of delivery of your order.
In which countries do you deliver ?
Delivery in the European Union, to Switzerland, the United Kingdom, the United States, Canada and China.
How much are the delivery costs ?
The delivery costs are calculated automatically according to your geographical area. Shipping costs are calculated according to the rates of the DHL transporter or according to the shipping method chosen by the supplier.
Can I track my order?
Once your order has left us, you will receive an email containing a number to track its progress online.
Orders may be delayed due to Covid-19.
Can I return my order?
You can return any item purchased on Berlin est à nous - Concept Store within 14 days of the delivery date.
1. Fill out the Return Form.
2. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
Depending on the article concerned, the return of the product is either free or the shipping costs are your responsibility.
It is not possible to return food, bottles or fragrances that have been opened or used.
If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed.
Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.
Are your items under warranty ?
The statutory warranty rights are applicable.
As a consumer, you are requested to promptly check the product for completeness, visible defects and transport damage as soon as it is delivered, and promptly disclose your complaints to us and the shipping company in writing. Even if you do not comply with this request, it shall have no effect on your legal warranty claims.
How do you guarantee the authenticity of the pieces you sell ?
Pieces sold by Labels/Artists
We work in close collaboration with brands, designers, galleries and artists whose pieces are sold on our Concept Store. This guarantees the authenticity of the items presented.
Pieces sold by individuals
The pieces sold by private individuals are checked by our team which does not hesitate to come into contact with the signatures mentioned to verify their authenticity. For objects and works of art, a certificate of authenticity may be requested.
Image editing does not affect the qualities of the products.
Is my personal information kept private ?
Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation.